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:02/23/2024
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.
My TV is not able to turn on after only 3 months since I bought. I contacted **** warrenty, I dont want the refund, but I can do a exchange. Unfortunately the model **** provided as a replacement option (XR65A80L) is not the comparable TV model than the one I got (XR65A90J). My TV is the tier 1 OLED TV from the master series, A80L is not. The model that was given as a replacemement is $1300 cheaper than my current TV. I am requesting for an exchange of similar tv from their master series product line.
Business Response
Date: 03/08/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XR65A90J. Case is being worked on by **** Concierge. They will reach out to the customer once final decision is received from the management.

Sincerely,

***************
Customer Answer
Date: 03/08/2024
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 only agrees to provide exchange my TV with a model that is below the manufaturing standard of my current model, which is from the master series TV.
My original TV is from the master seriese TV, they old me if I need to exchange for a master seriese TV then I need to pay extra money and tax.

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

Sincerely,

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

Business Response
Date: 05/15/2024
Dear Dispute Resolution Services:

****'s statement remains the same, regardless of whether the customer continues to dispute it or not. The options given are non-negotiable. Contact **** Concierge.

Sincerely,

***************
Customer Answer
Date: 05/17/2024
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]

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

Sincerely,

*********************
Initial Complaint
Date:02/23/2024
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.
On Jan. 29th, 2024, I ordered an Alpha 6600 - APS-C Interchangeable Lens Camera on electronics.sony.com. The order number is ******** and the amount I paid for is $1,059.99. The tracking number they provided, ************, showed it was delivered on Jan.31, 2024. However, I have never received the order. I live in an apartment building with restricted access and a ********* system to manage package delivery. To be specific, when a carrier delivers packages in my building, they would always go to the ********* system to scan in the packages and I would receive a text message and an email with a code, which I can use to retrieve my packages from the lockers. I have been placing orders online for years and I have never had any problem receiving packages. I filed a claim on ***** and I reached out to the **** customer service on Feb. 2nd. ******, one of their agents, told me that they will initiate an investigation and their escalation team will contact me. On Feb. 3rd I received an email from SNA Direct Sales Support ******************************** which notified me that they will need to start an investigation, which would take 2-6 weeks, although I have told them several times that I need the camera urgently for celebration of Lunar New Year. I have provided them the proof of delivery from *****, which does not have any signature on it despite that on the form it indicates special handling: Direct Signature Required. Then later I have sent them additional evidence from the ********* customer service. The ********* customer service confirmed that the package was never scanned into their system when ***** was making deliveries to my building on Jan. 31, 2024. I received their email today stating that the claim regarding your missing package has been denied. Our carrier, ****** has determined that the delivery has been completed and delivered to the shipping address used upon order creation.
Business Response
Date: 03/07/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the ordered **** Alpha Digital Camera ILCE6600. **** stands behind the information provided by the Sales Team that the customer's claim regarding the missing package is denied. Our carrier, ****** determined that the delivery was completed and delivered to the shipping address used upon order creation. **** is not be able to offer either replacement or refund.

****'s statement is final and will change.

Sincerely,

***************
Customer Answer
Date: 03/07/2024
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]
This is blatant discrimination based on my race, which can be easily found by my name. They did not even take the effort to try to resolve the issue. I have read through the previous complaints of missing packages that were filed against **** (it's shocking and alerting to see so many incidents of this type) and **** has resolved the issues by refunding the customers. I don't see my case is any different from the others', not to mention that I have proof that the package was not delivered to me. By learning from the previous complaints, I have filed a police report and the number is *********.

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

Sincerely,

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

Business Response
Date: 03/21/2024
Dear Dispute Resolution Services:

The sales team is waiting a copy of the police report from the customer. Only the sales team will be able to handle the case. He has to contact them directly. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will remain as it is.

Sincerely,

***************
Initial Complaint
Date:02/20/2024
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.
Transation, Feb 17th, 2024. Purchased a pair of headphones that require a **** account to utilize. I went to sign into my pre-existing **** account and it states I need a 2FA code, which I do not have. Somehow my account was compromised and **** did not tell me (even though they allowed me to change my password without 2FA).Their support website does not provide details on how to resolve this issue and their support is not available. Purchasing technology from a global brand, there is an expectation that support would be available 24/7 to resolve my issues and help support their product. Unfortunately that is not the case. **** makes it impossible to find support numbers on their website, and they make it impossible to seek support for products that exist under their warranty. **** is providing products and the expected support in bad faith, hoping consumers will not bother trying to resolve their issues and seek out support.
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 product registration of her **** Headphones. Customer may use the following links for her concern:

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

If customer still needs technical assistance, below is the link for **** Support contact information.

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

Sincerely,

***************
Initial Complaint
Date:02/20/2024
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.
CASE NUMBER :- ******** ....... If the issue is not sorted i am going to the consumer court and see how **** CORPORATION is compelled for a million dollar compensation without even hiring a lawyer on this. So the issue is on my WH-1000XM5 the foam on the headsets started to come off and this is a brand new condition headphones without any physical damage whatsoever. now in order to report this i initiated a chat yesterday with someone called ***** and described him the entire scenario. I also send him the images and "CLEARLY STATED" that there is no physical damage or not even a scratch on the headphone and it's a manufacturing defect which has caused this. Now as ***** din't had an answer for my replacement he escalated this to higher department and today morning i got a call from a *** arrogantly sounded **** who says "This is a cosmetic damage" and can't provide a replacement period. I am like WTF how can first of all he speak to a customer like this who has paid 400 bucks to get this **** thing and having issues? Common **** you need to train your executives to not throw their *** while interacting to the customers when they have an issue like this. Now coming back to the issue the "ONLY RESOLUTION" i would like to have is to get this faulty thing replaced asap nothing else. And if that's not approved via this BBB complaint then you already know my next step forward. as i had already mentioned at the start of this complaint. Again speaking in that ********'s language replace it or else ready to face this ahead. I again wanted to clarify lastly the headphones are in 200% cosmetic condition with not a mere single scratch on them. So this needs to be sorted with the expected replacement and people like your executive **** needs a break.
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 **** Headphones WH1000XM5/B. The issue, headband foam getting out of the unit, is related to cosmetic/physical damage not covered by warranty. **** is unable to honor customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 03/22/2024
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: Thats not the way warranty works. Ill take this to consumer court and compel to prove them wrong

[Your Answer Here]

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

Sincerely,

***********************
Initial Complaint
Date:02/15/2024
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.
**** pulse explore earbuds are absolutely not functional in any manner. Constant disconnects from feet away, no other devices paired, volume lower than anything else on the market especially at a 200 dollar price point.
Business Response
Date: 02/28/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************************* about the **** Pulse PS5 Earbuds. Playstation is a separate company from Sony Electronics. Customer has to reach out to Playstation directly via *****************************************, or call them at **************.

Sincerely,

***************
Initial Complaint
Date:02/07/2024
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.
2021 We purchased a *************** and it died in 2024.Sony will not do anything to compensate us for a defective television. It is unacceptable that a large screen television should die after 2 and a half years. They will not take any responsibility. We have to pay 600 dollars to replace a part and the repair man said it might not even work. He told us we will have to purchase a new television if this won't fix the problem. We paid 2300 dollars for this *****
Business Response
Date: 02/20/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XBR85X900H. Case is being worked on. **************************** is having correspondence with the customer.

Sincerely,

***************
Initial Complaint
Date:02/01/2024
Type:Customer Service 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.
Transaction Details:Date of Original Purchase: August 31, 2023Amount Paid: $137.92Product: Wireless Gaming Headset WHG700/W(INZONE H7 WHITE)**** Case Number: ************ had initially committed to providing a replacement unit with "the same or a model with comparable or better features" in the event that my product required service. Unfortunately, the model I owned, WHG700/W(INZONE H7 WHITE), is no longer available, and **** has failed to offer a comparable or better model as a replacement.Instead, after I sent the defective product successfully to their warehouse, they offered a buyback option for the original amount paid. However, given that I purchased the headset at a discounted rate, the amount being offered does not enable me to purchase a new headset of similar quality at its current market price, which undermines the value of the initial agreement.Furthermore, upon contacting customer service to ********************** this discrepancy, I was informed that I could either accept the original payment as a refund or pay an additional $110 to upgrade to the INZONE H9 model(Next better version on INZONE H7, the products in the INZONE series are INZONE H3, H5, H7, H9),which only has a price difference of approximately $70 from the INZONE H7 at regular prices.This situation feels unjust as it deviates from the original commitment outlined in the email from ****, which promised a replacement unit of "the same or a model with comparable or better features." The customer service representative insisted on the absence of a comparable model, despite the initial promise.I seek the BBB's assistance in this matter to reach a resolution that honors ****'s initial exchange policy commitment. I believe a fair resolution would be for **** to provide a comparable or better replacement model at no additional cost, as per their initial promise.
Customer Answer
Date: 02/07/2024
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:01/29/2024
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 pair of **** WH-CH520 Wireless Headphones on August 16, 2023. On Friday, January 26, 2024, one side of the headphones broke when my daughter put them on her head, with little to no force. On Sunday, January 18, I chatted with representative about the issue. I was told that physical damages aren't covered under the warranty and that I would have to pay to get them repaired. These headphones lasted a little more than five months and they broke under normal usage. **** is denying a claim and refusing to either pay for a repair or replace them. That is unacceptable.
Business Response
Date: 02/09/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Headphones WHCH520. Issue is not covered by manufacturer's warranty; there is no service alert to cover the issue that is related to physical damage. ****'s statement is final, and it will not change.

Sincerely,

***************
Customer Answer
Date: 02/15/2024
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
The company is selling inferior and cheaply made product. They should stand by their product, especially since it was less than 5 months that the headphones were purchased. They have lost a customer!

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

Sincerely,

*******************************
Initial Complaint
Date:01/23/2024
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.
On July 23, 2021 I order **** WF-1000XM4 on amazon for $302.33. On 11/4/2023 I spoke to someone at **** due to my ear buds not charging as they were before. The representative did some troubleshooting with me on the phone and stated it was due to recent software update. The representative offered me a refund or a replacement. I said I wanted a refund. They sent me a portal the same day to upload my proof of purchase. On 11/5/2023 I sent the device back to them the next day. On 11/20/23 I received a confirmation from **** stating that they received my device. I contacted them via phone at the end of November and they said a check number has been generated and I should receive my refund in 4-6 weeks. I called again at the end of December of 2023 and they stated that a due to a check number being generated that it should have been sent out already or I should have received it. I check with the post office and I have never received nothing from ***** They told me that they will send the finance department a message but they have no way of calling them. I go on there forum on 1/10/2024 to complain and someone named ****** stated that my case has been assigned to finance support person. Nothing even came of that. Here we are on on 1/22/2024 and I called they told me the check that they were suppose to send me did not upload to the bank correctly therefore nothing was sent to me and I have to wait for another generated check. IT took them 4 months to tell me this. This is crazy never in my life have waited for a refund for so long. ON top of that I bought another set of earbud which I should not have. I want my refund I sent them back there device and they received it fast in great condition but its taking this long for me to get my hard earned money back this is crazy.
Business Response
Date: 02/05/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WF1000XM4/B. **** has updated the customer recently via email regarding her case. A new check has been generated due to unforeseen issue. The new check should arrive by second or third week of February, 2024.

Sincerely,

***************
Customer Answer
Date: 02/06/2024
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]
Hello they informed me that my check will be sent out at the end of February. I would like to receive the check first. The reason is because it took 3 months for them to inform me that the check did not go through. When I received my refund I will be satisfied thank you

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

Sincerely,

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

Business Response
Date: 02/16/2024
Dear Dispute Resolution Services:

Apologies for the inconvenience. Check is on its way, or already received by the customer through regular mail.

Sincerely,

***************
Initial Complaint
Date:01/22/2024
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.
In December of 2022, my husband and I purchased an ********************************** November of 2023, we noticed a few large dark circles/orbs that appeared on the screen-- most noticeable on a white or light colored background. I contacted **** in early December of 2023 to file a warranty claim due to the issues with the screen. They soon came back and stated that they would replace or provide a refund for the defective product. Since the exact model was not available, they tried to offer an upgraded product to us for an additional charge, which I declined and stated they should just give us equal or better at no additional cost, hence the warranty. They finally agreed to replace our defective tv with their next best option of 85 inch ****. They agreed to send the new tv with a delivery company, who would swap out the defective tv for the new one. The delivery company sent delivery confirmations several times and continued to ghost me on each delivery/swap. At one point, the delivery company even mistakenly sent the new tv back to **** in error. At that point, **** claims to have sent out a 2nd unit with a different delivery company, but I have yet to receive any tracking info on that unit. Finally, at the 6th confirmed delivery date of 1/19/24, they showed up with a damaged new **** tv- the box was clearly damaged and the screen was completely shot, so the driver took it back. I am coming up on 2 months since starting this claim and have jumped through hoops and wasted a ton of my own time to still be at square one. I have asked the *** at **** 4 times to have her supervisor contact me, and have been told that supervisors don't contact customers. I have asked to just take a refund for the defective product, but have also been told that they won't refund me until after they pick up my defective tv, but I refuse to let them take my tv without a check in hand due to the terrible communication I have received thus far.
Business Response
Date: 02/02/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the *************** KD85X85K. We apologize for the inconvenience the issue has brought. Customer's concern is being handled and closely monitored by ***************************** They are in contact with the customer regarding another exchange.

Sincerely,

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

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Sony Corporation of America is NOT a BBB Accredited Business.