Complaints

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

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• 

  Sony Corporation of America

  25 Madison Ave New York, NY 10010-3685

• 

  Sony Corporation of America

  4200 Conroy Road Ste 284 Orlando, FL 32839

• 

  Sony Corporation of America

  6363 W Sunset Blvd Los Angeles, CA 90028-7317

• 

  Sony of Canada Ltd

  5851 No. 3 Rd Richmond, BC V6X 2C9

• 

  Sony Style USA

  1 Garden State Plaza Paramus, NJ 07652

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:01/02/2024

  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 have been a loyal **** customer for the last 36 years. I had purchased a **** xr 42x90 tv a number of months ago. I recently noticed that there was delamination occurring on the top of the tv where the screen was separating from the back of the unit. I contacted customer service and was disconnected 3 times, I finally was able to speak to someone who opened a claim number ******** where I sent photos of the damage and all the requested documents. I just received a rude call back from one of your represnetives who said it was from mishandling and the unit would not be replaced. I said the unit was never used there are no signs of misuse and that this is no way to treat loyal customers, he was extremely disrespectful and would not allow me to speak to a supervisor. This is clearly a manufacturer defect where the glue or what is used to hold the tv together was defective and caused the screen to separate. I would like this unit replaced or fixed as it is clearly a manufacturer issue that **** should fix and address.

  Business Response

  Date: 01/16/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from Ej SiIber about the *************** XR42A90K. **** already dealt with the customer regarding the issue and stated that physical damage is not covered by manufacturer's warranty. ****'s statement is final, and it will not change.

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 01/16/2024

  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]

   The physical damage is from a manufacturer defect. The unit shows no signs of falling or cracks, dents, etc, the glue that you hold the screen and back unit together is inferior and defective. That is a manufacturer defect. As a loyal  Sony customer for over 35 years I would expect better from you and your company. The unit is defective and is now a fire hazard as the back unit is exposed  

   

   

   

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

  
  Sincerely,
  
  *****************
  
  
  
  
   
  

  Business Response

  Date: 01/26/2024

  Dear Dispute Resolution Services:

  
  

  Sony's statement remains the same regardless if customer continues to dispute or not.

  
  

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 01/30/2024

  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:12/28/2023

  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 **** HTG700 Sounds is making a popping sound along with static. **** provided steps but they don't work. They quit replying to my request for assistance.

  Business Response

  Date: 01/11/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Soundbar HTG700. Regarding the static, popping noise issue, **** technical team did several contacts to the customer before via phone and email, and recent contacts have been done as well, but **** was unable to reach the customer, and customer's mailbox was full. Email was again sent to the customer requesting him to contact **** technical team back. Troubleshooting needs to be completed, and from there we would know if service is required. 

  
  

  **** is awaiting customer's contact so we can move forward with customer's case. He has to reference case ******** when he contacts **** ****************** Team at **************, Monday - Saturday 10 AM 8 PM, ET.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/21/2023

  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 a pair of **** headphones (receipt attached). I have not had an issue with them until up until this point. Last week I was charging them with the cord provided and they caught on fire. I am also including pictures of the burned headphones. I expect **** to at a minimum either refund me in full or replace these for a pair of headphones that is if equal or greater value. If there is a problem with this model, it does not make sense to replace them with the exact same thing. I also contacted **** customer service and no one seems to speak English there. I will need to have someone correspond with me via email since I cannot make personal phone calls during business hours. I have included pictures of the burned headphones + charging port as well as a picture with the serial number.

  Business Response

  Date: 01/04/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Headphones WH1000XM4/S. Due to the nature of the case, **** does not automatically exchange unless unit is sent to our authorized servicer for evaluation, and the servicer recommends replacement. Depending on the findings, customer may be responsible for related ********************** costs, but the shipping going to the facility will be covered by ****. 

  
  

  If the customer agrees for an evaluation, which is by the way, mandatory for this kind of issue, she has to reply to the email from **** Customer Support on 12/22/23, or call them directly at **************. They are open on Monday-Friday from 10 AM until 7 PM, EST. Customer has to reference case ******** when she calls. 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/20/2023

  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 bought a ******* on 05/22/2023. The last two weeks it has been flickering. I contacted ************************* last week and I have been uploading pictures of the problem as well as proof of payment. Today, I receive an email saying that it "is a dynamic problem". **** says that the problem is not covered by warranty.After further research on my own, I found that this is a common defect with *******s. Several videos on ******* show how to fix the problem. Thus, this is a factory problem that can be fixed easily by ****. I want **** to fix the factory problem as soon as possible.

  Business Response

  Date: 01/03/2024

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the *************** XR65X95K. Customer's unit has physical damage on the lower left edge of the screen and is not covered by manufacturer's warranty. If customer wishes to contact the case handler, he may reach out to **** Concierge at ****************************, and reference case number *********

  
  

  Please note that panel repair is very expensive, and it takes time to get the part, so in lieu of repair, it is best to invest on a new unit instead. Regardless, customer may still refer to this link for service option at customer's expense: **********************************************.

  
  

  ****'s statement stands as it is, and it will not change. 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/19/2023

  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 November 25, 2023, I ordered a pair of WH1000XM4 headphones (order #********). On Nov. 29, I received a notification that the package had been delivered by ***** (tracking #************). The image provided as proof of delivery was an area I did not recognize. I checked my mailbox, walked around my apartment building, and went by neighbors, but couldnt find the package. I texted my landlord and he sent me a surveillance video of the property during the time ***** said they delivered it (****************************). In the video, the delivery driver does not go near my apartment building, let alone my apartment door or mailbox. I filed a claim with ***** and said I needed to reach out to **** for a resolution. ***** did tell me the package was delivered outside of a garage and I do not have a garage. I reached out to **** and filed a claim. **** transferred the case to their escalations team. On Dec. 6, a member of that team reached out to me to ask questions about the situation and provided them all of the information I had. On Dec. 13, **** emailed me and said We sincerely apologize as the claim for your missing package has been denied. Our carrier, *****, has determined that the package was delivered to the shipping address used upon the order creation. At this time, we recommend that you file a police report if you have not done so already. I responded and asked where exactly the package was delivered, since there is not footage being delivered to my apartment. I also expressed that I was frustrated because earlier this year I bought headphones from them and used the same address, but that order was correctly delivered. Since that email, they have not responded to any of my questions and are only sending me automated responses. All of my attempts to call their support center have ended in an associate refusing to connect me with any help. At this point, I would just like a refund of my order.

  Business Response

  Date: 12/28/2023

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about her delivery concern for **** Headphones WH1000XM4/L, ordered through **** Sales website. **** Sales Team reached out to the customer via email on 12/27/2023, and they confirmed the claim denial from the carrier's end. They will reach out again to the customer soon. Meantime, customer has been requested to provide a police report for further review. Customer may follow-up via email or call **** Sales Team at ************** and reference case number ********. Only the Sales Team is better equipped to respond to customer's concern.

  
  

  Sincerely,

  
  

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

  Customer Answer

  Date: 01/04/2024

  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:

  while I appreciate that **** is now taking more steps to address my complaint, the situation has still not been fully rectified. I did receive an email from **** on Dec. 26 saying that they reached out to the carrier to confirm the claim denial. However, I did not receive any communication on Dec. 27 saying that the carrier confirmed the claim denial.

   In fact, on Jan. 3 I received a call from **** informing me that the carrier would take another look at my claim. But the representative that called me said the carrier might not have any answers for 2-6 weeks. I provided **** with the police report I submitted, which now has been accepted by the police department. The representative who called me on Jan. 3 said they may be able to go ahead and request that I receive a refund, but they were not certain that was possible.  

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 01/15/2024

  Dear Dispute Resolution Services:

  
  

  Refund has been processed for the order, and **** Sales Team already notified the customer about this.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/14/2023

  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 contacted **** because my xm4 headphones seem to have a defect. They came with creases in the earpads that have only gotten worse and made them uncomfortable to wear. They told me they would not warranty them because it does not cover "damage or cosmetic issues" When I repeatedly told them it was not damage, but they came out of the box this way. The warranty also states that it covers "products issues caused by defects in material workmanship during ordinary use." Which seems to be my case. I was looking into this and it seems to be a known defect and many people have dealt with this issue. Other people have said that **** replaced their earpads under warranty, but are refusing to do it for me. Every time I've tried explaining that they were not damaged, but came this way I get a copy and pasted response that there is nothing that they can do. It's very disappointing to pay over $300 for headphones that have a defect that **** will not help with.

  Business Response

  Date: 12/28/2023

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************************* about the **** Headphones WH1000XM4/S. Customer claims it is an out-of-the-box issue, but it was only reported on 12/13/23, and the stated date of purchase was March, 2023. As discussed with the customer, any cosmetic or physical damage is not covered by manufacturer's warranty; the unit has no service alert for **** to cover the issue even if it is associated to cosmetic or physical damage. ****'s statement is final, and it will not change.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/08/2023

  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've been calling **** almost on a daily basis for help with their TVs, since I purchased the first **** TV in 2022 I had issues which **** has already replaced it once. When I received the new replacement TV in Nov 2022 the delivery guy told me to hang onto the box because more than likely I'll have to return it, stating that this happens a lot. I'm tired of dealing with **** I just want a refund so I can purchase another TV brand.

  Business Response

  Date: 12/22/2023

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the *************** ********* 

  
  

  **** previously dealt with the customer and explained the need to do troubleshooting. She may have done few troubleshooting steps, but it needs to be completed, so **** would know if unit is needing service. If issue is confirmed hardware failure, repair will be at customer's expense since unit is out of warranty. For out of warranty repair, customer may contact any of our authorized servicer via **********************************************. It is possible that there may not be a servicer listed in the area. If that happens, customer can search local yellow pages business directory for a repair servicer near her. 

  
  

  To complete the diagnostics, 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

  
  

  ****'s statement stands as it is and will not change. 

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/06/2023

  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 television August 12th 2023 from **********************. Myself and my family were out of the country and did not have a chance to open the television until about a week after purchase. We opened it and noticed the corner was coming apart. It came out of the box like that. There was no damage on our part. We contacted Best Buy on August 28th or 29th. We told them the situation and they told me that we were a day or two past the return policy. I thought it was 30 days but, their policy is 14 days. They gave me ****** number and told me that the ** has a 1 year warranty and they would come out to fix it or replace it. The ** performance was not affected so I didn't contact them immediately. I figured it had a 1 year warranty and I had time. I was busy trying to get caught up with work and home life after being out of the country for ********************************** October. I told them the situation and they asked us to provide them with pictures of the ** while on, the model number, and different angles of the corner coming apart. We sent them over and they responded with us having to send additional pictures. They were unable to verify the first ones sent. I took more pictures and sent them off. They called me and said, they could not do anything for us. They were extremely rude and basically told us that we damaged the **. I told them, the ** came like that and we at least wanted someone to come out to see it. They would see it was not damage by us and there are no scratches or dings on the ** at all. At least come fix it if it's under warranty. They said, no, they would do nothing. I am very upset because, we did nothing to the **. We bought it like that and we missed the return window for Best Buy by 1-2 days. I feel like Someone should stand behind their product. I think **** should. We would be happy if they came out to fix the **. We paid full price for the ** and we don't know if the corner coming apart will affect it over time.

  Business Response

  Date: 12/28/2023

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** KD65X85K. **** already dealt with the customer regarding the issue and stated that physical damage is not covered by manufacturer's warranty. ****'s statement is final, and it will not change.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/05/2023

  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.

  Hi there,I bought this 65" TV about 7 to 8 months ago but it took me a little while to realize that its top panel was open when I saw bugs getting inside. It is installed on the wall. I bought it broken but took me a little while to realize it because it is installed up on the wall, but **** representative is telling me that I broke it. A panel cannot be broken with single person pressure. Contacting the **** TV, they told me that it is not covered under warranty and would not replace it. The offer me to buy another at discounted price of $549.99. I said that I dont need 2, 65" TV in a single family house who are living hand to mouth but they are not agreeing to solve the isse. The contact person that I talk to is listed below. I will appreciate any help your office can provide:******************************* (Concierge)**** Concierge Sony Electronics Inc.Phone Number: ***************************** Thank you,********************* *************************************************************** ************

  Business Response

  Date: 12/19/2023

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** ********* **** Concierge offered exchange as one-time accommodation. Customer accepted the resolution.

  
  

  Sincerely,

  
  

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

• Initial Complaint

  Date:12/05/2023

  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 used to be a happy **** user, specially on headphones. Started with ***1000Xm3... the ***1000XM3... then ***1000XM5... so I also upgraded my WF to the 1000XM4 as well. I purchased them and were very happy to use it for travel and work. Battery would last for 6-7h. Then, after a recommended Firmware upgrade, battery drains in less than 1 hour. I reached out to customer service and indeed they said there was an issue with it and offered FREE REPLACEMENT. Happy story... if it wasn't for the fact that I purchased them in the US but then moved to ******, where I currently am. Then, they changed their pitch and said international sending is not allowed. I offered to send them and even to pay the fees for shipping them (which is nothing close to the U$ ****** that they cost) but they said it was not permitted. I would have to be physically in the US.As someone who admires the brand and loved the ***1000X4 (while working), I refuse to lose 278 dollars like this. I also reached out to the ********* instance of **** but they said since this was internationally purchased, there was nothing they could do as well.I request a replacement for these, even international. I even don't mind paying the shipping fees.Looking forward to hearing from ****.

  Business Response

  Date: 12/19/2023

  Dear Dispute Resolution Services:

  
  

  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WF1000XM4/B. The special accommodation for WF1000XM4 battery draining issue ends on 3/31/24, so when customer's unit is the US, he or his relative/friend should contact **** Support for assistance. The special accommodation is valid only in the US, since customer's unit was purchased in the US; it does not cover scrapped or liquidated units.

  
  

  Sincerely,

  
  

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