Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Sony Corporation of America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

473 total complaints in the last 3 years.
181 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/29/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im not sure if this complaint should be about **** or Best Buy. On 4/30/2023 I bought a **** XR55X90K television, Serial #*******, from Best Buy at ****************************************************************************. I paid with my **** credit card. The ** started having minor blackouts in about 3 or 4 months. My husband was diagnosed with lung cancer on 6/21/23 so we did not have time or interest in reporting immediately. We thought it might be a ******* problem. He died in November. In February, 2024, I realized it was not ******* but the **s problem. Because I had also purchased Best Buys ****************** for $199.99, I called them to report the problem on 2/28/24. They came about 5 days later and removed a part, replaced it and then the ** did not work at all. They assumed their replacement part was faulty. They said I had to wait another week while they ordered another part from ****. The returned a week later and replaced the replaced part only to discover it did not work either. At this point, I asked to have the ** replaced or refunded, They contacted **** and told me that **** said they needed to try another (unnamed part) first. However, according to Total ***** **** is refusing to send the other part or replace the **. I talked to the manager of Best Buy and he said it needed to be handled by Total Tech and ****. It is now one month after my first call and I have a dead ** in my living room. They will not replace it, say they cannot get a part to fix it, and the warranty will run out at the end of April. Please help me get my money back from one of these companies. Thank you. ***************************
Business Response
Date: 04/12/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** XR55X90K. **** contacted the customer, but it was directed to her voicemail. To discuss the case further, the customer has to contact us at the phone number below and make reference to case number *********

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Customer Answer
Date: 04/15/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

***************************
Initial Complaint
Date:03/27/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a TV 8 months ago and a couple of weeks ago a kind of grey blur/cloud showed up. I reached **** support. After their analysis, they determined that was "settled dust" and was not covered by warranty (case: ********). I expressed my hesitation to them argumenting that my son is allergic and my house is fully cleaned twice a week, but they don't care. My previous TV (**** bravia as well) I had it for aroun 8 years and did not any type of problem like this. This one it cost more than the double and didn't last a year, and their warranty do not even want to cover it. This is very frustrating and disapointing.
Business Response
Date: 04/09/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** ********. It has been determined that the ** has dust in the panel; foreign material in the ** is not covered by warranty. The customer may contact **** Concierge if he has further questions, but ****'s statement is final and will not change.

Sincerely,

***************
Initial Complaint
Date:03/26/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased **** PS-LX310BT Belt Drive Turntable: Fully Automatic Wireless Vinyl Record Player with Bluetooth and USB Output Black. Turntable bad quality and stopped working within two weeks of purchase. Wont turn on and play records. Bluetooth connection poor quality and does not connect. Deceptive bad quality product by ****. Want refund and refund check sent to me for purchase price of $198.00 for broken product as settlement. Thank you.
Business Response
Date: 04/09/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Turntable PSLX310BT. **** contacted the customer, but we got a message that the subscriber dialed was not in service. To discuss the case further, the customer has to contact us at the phone number below and make reference to case number *********

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Initial Complaint
Date:03/15/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a **** 85" ** on Nov 17, 2021 from Best Buy. On Feb 22, 2024, the ** attempted to do a software update. After the ** tried to reboot. It will start up and run for 10 seconds and then restart. It enters what is known as a reboot loop. My ** is out of warranty, but I feel that **** has some responsibility due to them pushing out a software update that broke my **.
Business Response
Date: 03/27/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** ********* **** dealt with the customer and explained that the limited manufacturer's warranty is one year from the date of purchase. Due to the fact that the unit is well out of warranty, **** is unable to honor the customer's warranty claim or provide any accommodations. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 04/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Sony is not taking responsibility in my situation. They pushed out a software update which caused my TV to no longer work. They should be held liable and provide appropriate compensation. ]

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

***********************

Business Response
Date: 04/19/2024
Dear Dispute Resolution Services:

Sony's statement remains the same, regardless of whether the customer continues to dispute it or not.

Sincerely,

***************
Initial Complaint
Date:03/12/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
. To repair or replace my ear buds .They took my earbuds in for repair for over 4 months without contacting me for an update. After making numerous attempts to find out when i will receive them back They informed me the the earbuds couldnt be replaced or repaired and they would offer me a cheque but that would take a further six weeks.. I asked why i wasnt informed that they wouldnt replace this particular model of earbud 4 months earlier and instead told me that they would repair them. The agent refused to engaged and instead quoted the course of action he was instructed. I informed the agent that means i would have to wait a further two months to receive recompense which didnt have to happen if theyd informed me that model i had wouldnt be replaced anyway. I have my case number #******** as well as a work order number of WO-******** ***************
Business Response
Date: 03/22/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from **************** about the **** Headphones WF1000XM4. **** Customer Advocacy Group offered an exchange for a WF1000XM5 as a one-time accommodation.

Sincerely,

***************
Initial Complaint
Date:03/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased **** WH-XB910N EXTRA BASS Noise Cancelling Headphones in 7/11/23 on Amazon. I recently noticed that the left side of the headphones are not as tight as the right. Looking at the headphones I noticed that the plastic is broken and cracked on the left side. For such an expensive pair of headphones there's NO reason why the plastic should be broken less than a year. I only use them while I work from home. The plastic on these headphones are cheap for the price I paid. I contacted **** support asking about my options (either replacement or send them in to be fixed). I was told by **** that the plastic on the headphones are not covered under warranty. Internal parts of the headphones (e.g. connecting with the phone, having no sound from one of the ear cups, etc) is covered under the warranty. That is NOT acceptable. Once the plastic is completely broken I will not be able to hear on the left hand side. If that's the case someone can just finish breaking off the plastic for it to stop working just so it can be covered. As someone that does not have a lot of money to waste I am truly upset that a "prestigious" company like **** uses cheap materials.
Business Response
Date: 03/22/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Headphones WHXB910N. Any functional failure that is accompanied by a physical damage is not covered by warranty. The physical damage has voided the warranty. Whether the issue occurred incidentally or consequentially, it is not covered. ****'s statement is final and will not change.

Sincerely,

***************
Initial Complaint
Date:03/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a ******* and sound bar December 18, 2023. A month into owning the tv and soundbar, the sound bar stopped playing through HDMI. Switched out HDMI and nothing. Reset the soundbar and tv and still nothing. I called **** to try to figure it out and the lady disconnected the call. I guess she was ready to go home. I either want a real fix or a new soundbar.
Business Response
Date: 03/19/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Soundbar HTA5000. **** contacted the customer, but it was directed to her voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case number *********

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Initial Complaint
Date:03/04/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to express my dissatisfaction with the repair service for my **** A9 II camera (Serial Number: ******** under the work order number *********** ************ ** and to seek your immediate assistance in resolving this matter.On February 16th, I dispatched my camera using a shipping label provided by **** to ********************, the service partner, as my camera ceased to power on. The package was delivered and signed for on February 22nd, as per the Purolator tracking number ************, which I have enclosed documentation for.However, I have encountered a disconcerting situation where ****** informs me that Purolator lost my camera, while *********'s records indicate successful delivery. The disconnect between the two entities has left me without a clear path to resolution, and I am being shuttled between **** and ****** without any definitive answers or actions being taken.This camera is not only a high-value item but also an essential tool for my professional endeavors. The current anti-consumer repair process, characterized by a lack of coordination and accountability, is unacceptable. The continual deflection of responsibility and the absence of direct communication from both **** and ****** have only compounded the frustration and inconvenience.Therefore, I am requesting either a full compensation for the camera's current market value or an expedited replacement to resolve this predicament. The onus is on **** and its authorized service partner, ******, to ensure a seamless and customer-focused ********************** process. It is imperative that **** establish a more efficient system that does not leave customers in limbo, especially when dealing with such valuable equipment.I trust that **** values its customers and will address this situation promptly. I await your written confirmation of the actions that will be taken to rectify this issue.Enclosed are copies of all relevant documentation, including the service confirmation AND shipping records.
Business Response
Date: 03/15/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Alpha Digital Camera ILCE9M2. The **** Alpha Pro Support Team is awaiting for the copy of the proof of purchase to be sent. If customer has it, he needs to respond to the email from **************, and they will continue with the assistance.

Sincerely,

***************
Customer Answer
Date: 03/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
I have sent the proof of purchase requested, I will do it again today but I received emails saying they haven't got it, and then some MORE saying that they did in fact get the proof of purchase... it's like multiple agents are all looking at my case at once.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*****************************

Business Response
Date: 03/27/2024
Dear Dispute Resolution Services:

**** contacted the customer, but we were not able to reach him. **** is working on the case. We are coordinating with both the servicer and the shipper. The customer will soon be contacted again. If the customer has questions, he has to contact **** National Customer Relations at the phone number below and make reference to case number *********

Phone Number: ************ extension number 8899 (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Initial Complaint
Date:02/27/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my **** phone in August 2023. Everything was fine with it, but in January 2024, one day my phone just shut down and wouldn't turn back on. I contacted **** company. They told me to send the phone for repair. I did. After 7 days, I got my phone back. It turned on but only worked for one minute when I inserted my SIM card and then turned off. And each time I had to restart my phone. I contacted **** company again. I told them about this issue. They told me to send the phone back for repair again. After the second time, the phone came back scratched, cracked on the side, and bent in the casing. The camera is malfunctioning. When I turn on the camera, everything is blurry and distorted. I contacted **** company because I read my warranty, which states that I have full right to a refund or to receive a new phone. No one listens to me, every time they create a new case number, but they don't give me any cash accountability. I want my money back or a new phone. **** company does not stand by the quality claimed in their corporation. And their customer service is awful.
Business Response
Date: 03/12/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ******* about the **** Xperia Mobile Phone XQDQ62/B. It has been confirmed from the servicer that the unit was shipped back in the same condition it came in. **** is unable to honor customer's refund request as it is not part of warranty. ****'s statement is final and will not change.

Sincerely,

***************
Initial Complaint
Date:02/26/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A **** XR65A80J was purchased on 10/13/21 from a Best Buy in ********* *******. The warranty on the **** ** had a manufacturer warranty for 1 year. Shortly after the warranty expired the ** began shutting itself off and beginning in November 2024, two vertical red lines on a black screen appeared. A service call was requested and I was told **** does not provide replacement panels and would have to purchase another **. There have been numerous complaints regarding this issue on the **** website with no solutions on compensating it's customers. I own a couple of **** products that are still in great and excellent working condition with an option for repair(s), unlike the **** XR65A80J and similar **** televisions they produce.
Business Response
Date: 03/11/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the *************** XR65A80J. **** contacted the customer, but it was directed to his voicemail. To discuss the case further, customer has to contact us at the phone number below, and make reference to case number ********.

Phone Number: ************ extension number **** (valid only for the current case)
Operating hours: Monday to Friday 10 AM to 7 PM EST

Sincerely,

***************
Customer Answer
Date: 03/14/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
**** did make contact with myself and my mother, however there was no resolution to the complaint. **** ran through troubleshooting steps and diagnostics however **** was unable to recommend or offer any solution for the **** panel other than an out of pocket purchase for a new TV. As a consumer **** should have replacement parts available for their products, and at an affordable price. The cost to replace the panel on our XR65A80J exceeds the price of the original purchase price for the unit which was 2499.99. There are similar complaints posted from many **** **** customers that I hope will soon result in a class action lawsuit.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************************

Customer Answer
Date: 04/12/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
After accepting the offer from **** and receiving a delivery date and time frame of April 11, 2024 between 1pm and 5pm. The order / delivery did not come causing me to loose a half day of pay. I rejected the delivery and contacted **** on 4/12/2025 @ 0815 , case # ******** and was told they would not refund the cost for an item I did not receive.
This matter has resulted in very poor customer service and I am now out the replacement cost plus taxes.

In order for the BBB to appropriately process your response, you MUST answer the question above.

Sincerely,

*********************************

Business Response
Date: 04/26/2024
Dear Dispute Resolution Services:

Sony is working on refunding the amount charged to the customer. He will be updated soon.

Sincerely,

***************

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Sony Corporation of America is NOT a BBB Accredited Business.