Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

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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

472 total complaints in the last 3 years.
185 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:06/02/2025
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.
Hello. This is in regards to a camera I had purchased from ****. I didn't have the need for it anymore and I sent a return to **** for this camera. I dropped it off at ***** and I had a picture of the drop off receipt to show I dropped it off. After dropping it off, it showed on the ***** tracking number there was a shipment exception on there. Therefore, **** never received the return yet. During this time, I was in contact with **** support and they had told me to submit a claim with ***** because it was their fault. I went ahead and called ***** and they took full responsibility for this mishap. Unfortunately, I could not do anything because ***** told me they need **** to file a claim with ***** to get my money back from this return. **** decided to not do anything to help me with this situation no matter what. They will not contact ***** to help me with this case and they are making my life difficult for no reason. ***** said when the return label was created, there was a declared value for the price of the package and they need it from ****. No matter what, **** will not call ***** to help me with this claim. I basically feel like being pushed down as a little kid on the playground being bullied at this point. ***** is willing take full responsibility for this situation but **** will not give me the document to fix this whole entire situation. What I want from this situation is **** helping me giving my money back because this is the least they can do by submitting a piece of paper to ***** who already took the blame for this whole situation. My order number from **** is #******** and return tracking number is ************. This kind of behavior from a big company is actually ridiculous. Please help me with this situation BBB. Thank you.
Business Response
Date: 06/04/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the **** Camara ILCE7M3K/B. We cannot provide invoices for orders or returns. You can use our site to print your receipt of purchase in the top right corner if you can input the information it requests using the following link: ***************************************************.

Sincerely,

*** ****
Initial Complaint
Date:05/28/2025
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 **** WF-1000XM5 earbuds for $300 on July 8, 2024, with a 1-year warranty. When the left earbud failed, I contacted **** on April 28, 2025, and they confirmed warranty eligibility and instructed me to mail the earbuds using their provided ***** **************** lost the package on April 28. **** created the shipping label with only $100 insurance despite the $300 product value. When ***** lost the package, I could only recover $100 due to ****'s inadequate insurance choice.For nearly a month, Sony customer service has given me the runaround, claiming "departments can't be contacted" and "no one has authority" to send replacements. I have to wait until a department that can't be contacted reaches out to me in ***** hours (they say this every week for a month). Online research reveals this is a systematic pattern - **** routinely instructs warranty customers to ship products, uses inadequate insurance, then refuses replacement when carriers lose packages. This appears to be a deliberate business practice designed to avoid warranty obligations while keeping customers' ************** has breached their warranty contract and engaged in deceptive practices by presenting warranty service while designing a system that systematically fails customers. I seek replacement earbuds plus $200 compensation for their inadequate shipping insurance that cost me money.
Business Response
Date: 05/30/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********* ****** about the **** Headphones WF1000XM5/B. Unfortunately ***** lost the package, they reimbursed $100.00 to the customer. As a one time accommodation and goodwill gesture **** decided to sell a brand new unit from the amount reimbursed from *****, customer agreed.

Sincerely,

*** ****
Initial Complaint
Date:05/27/2025
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 **** headphones on Dec. 20. 2024. A piece converting the wire has chipped and now the wire is exposed. I went to Geeksquad located infielder of Best Buy and was tikd this is a common issue that customers come in inquiring about. Because the headphones do not fold and their isn't a case that can be purchased. I spike to customer service and I'm being told there isn't anything that can be done. I have these headphones for about 5 months and this should not be happening. I was offered 15% but I dont want to purchased any other items from **** because now I'm not comfortable with the quality. I would like for someone to help me solve this issue. I would like for the headphones to be repaired, exchanged or a refund.
Business Response
Date: 05/28/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the **** Headphones WHCH720N. As a one time accommodation we offered a discount towards a new purchase. Unit was diagnosed with physical damage which is not cover under the warranty; **** will not be able to honor its warranty, we are unable to assist with the repair/exchange/refund.

Sincerely,

*** ****
Customer Answer
Date: 05/28/2025
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:

Per my response I dont not want a 15% discount as I do not want to purchase any other electronics from ****. The wire is coming out of the headset which is unacceptable of only having the headphones less than 6 months.

**

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

Sincerely,

****** *****
Initial Complaint
Date:05/23/2025
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 **LL NOT STAY ON ** FI. I HAVE DONE A RESET, TALKED TO XFINITY SEVERAL TIMES THEY TOLD ME SINCE MY OTHER TV'S AND MY COMPUTER IS WORKING THAT SOMETHING IS WRONG **TH THE **** 43" CLASS BRAVIA 3LED 4K UHD SMART ****** TV{2024}. I HAVE TALKED TO **** SEVERAL TIMES AND THEY **LL NOT RESOVLE **TH ME. THERE ARE OTHER PROBLEMS THAT I HAVE **TH THIS TV THE **** ON THE TV GO IN AND OUT I HAVE A WARRANTY **TH **** AND I PURCHASED A FIVE YEAR PROTECTION **TH BEST BUY. I STAY ON THE PHONE **TH **** FOR HOURS TRYING TO GET MY TV TO ******* **LL STAY ON FOR A DAY AND GO BACK OFF THE NEXT DAY. I TOOK THE TV OUT OF MY BED ROOM SET NEXT TO THE ** FI BOX AND ITS STILL A PROBLEM.
Business Response
Date: 05/28/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ****** about the ******* K43S30. After completing multiple troubleshoots on the unit technical team diagnose unit is working within specs, issue seems to be coming from poor quality on the network, we recommend to use a booster to improve the network connection.

Sincerely,

*** ****
Customer Answer
Date: 05/30/2025
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 AnIIswer Here]
MY ***** AND MY ******* BOTH RECEIVED THE **** IN MY BED I REFUSE TO SPEND ANY MOMEY ON A BOOSTER FOR THAT TV I WILL NEVER BUY ANOTHER TV FROM SONY

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

Sincerely,

******* ******
Initial Complaint
Date:05/21/2025
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 am getting warranty service on my **** WH1000XM5 headphones. I uploaded my proof of purchase and customer support is stating that my proof of purchase from ************************, a **** Authorized Dealer is not valid. Case: ******** Thank you,**** *********
Business Response
Date: 05/26/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ********* about the ********* headphones WH1000XM5. The warranty claim was denied since the unit was diagnose with physical damage under case ******** created a few days before ********.

Sincerely,

*** ****
Customer Answer
Date: 05/28/2025
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:

You have never diagnosed my headphones. You are telling me that my proof of purchase is not valid leaving me unable to send them in for diagnosis. This warranty claim is in regards to the headphones powering off intermittently.

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

Sincerely,

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

Business Response
Date: 06/02/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ********* about the ********* headphones WH1000XM5. Unit diagnosed with physical damage on May 17, 2025, no possible accommodation. **** statement is final and won't change.

Sincerely,

*** ****
Customer Answer
Date: 06/05/2025
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:

**** claims to have diagnosed my unit with physical damage despite never having received the unit psychically or photographically claiming that my proof of purchase is not valid.

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

Sincerely,

**** *********
Initial Complaint
Date:05/20/2025
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 brand new Tv model K85XR90 85in for $4799.99 on 1/23/25. TV started failing with panel going bad, local dimming was not working making the picture look very washed. Then a couple weeks ago around 5/7/25 I reached out to **** that TV was turning on and off and its was giving me a lot of issues and it finally died or something cause it did not turned back ON. I reached to Best Buy but because the TV was only a couple months old its still covered by Manufacturer warranty. Ive reached out to **** asking them to replace my TV not repair. I paid so much money not for it to die in a couple of months. Aside from that I have to pay out of my pocket to have the TV dismounted and remounted back after. I am not even requesting a refund for this faulty piece of junk. I am asking for them to replace it with a brand new TV that works. I paid my hard earn money for this TV not to have it repair in less than 60 days. They say they cannot do anything but offer a repair which i think it not a fair option. This TV probably is faulty and not comfortable with a repair.
Business Response
Date: 05/26/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from Will Alas about the ******* K85XR90. The terms and conditions of the limited manufacturer's warranty state that we attempt a repair on the television before looking at other possible options. Customer already agreed to ********************** process and was advice about reimbursement on dismount and wall mount if needed.

Sincerely,

*** ****
Customer Answer
Date: 05/27/2025
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:

I only agree to this because they are not willing to replace my tv or exchange it. I am really not comfortable with a repair and plus they are not reimbursing me for anything. I am coming out of pocket for having the tv dismounted and remounted. Also like I express before the TV should not need a repair 2 months after purchase. Its a very expensive TV. I am not in agreement with the repair, and I like to have my case review by upper management. I like to push for an exchange and NOT A REPAIR. Its like buying a new car and engines blows 2 months in. Would you be comfortable keeping it, I don't think so. Please help and understand where I am coming from.

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

Sincerely,

******** ****
Initial Complaint
Date:05/20/2025
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.
I purchased a DVD/Bluray player from ****. But it became defective and I returned it during the warranty period. They couldnt fix it. So they said they were going to refund my money. That was back in March, early April. I waited until the 12 of May and I still havent received a check. Now they say it got lost in the mail and they would reissue me a new check and call or email me when they mailed the check. I still havent heard from them or received the check. When I call, I just get the run around. So Im out over $166 dollars. I have supporting emails to my claim. I just dont know how to attach it.
Business Response
Date: 05/21/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** * ***** about the Sony Player BDPS6700 *******. We apologize the previous check got lost, is already cancelled, we issued a new check on 05/19/2025, estimated time of arrival is between 2-3 weeks.

Sincerely,

*** ****
Customer Answer
Date: 05/27/2025
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:05/20/2025
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 purchased a **** 50mm f/1.2 G Master lens (Order #********) through Sony Electronics for nearly $2,000 The item was marked as delivered by ***** on May 6, 2025, but I never received the package.The ***** tracking shows a signature from ******, which is not my name (my last name is Cuzma). I did not sign for this delivery. The following day, while a second package was being delivered to my address, I confronted the ***** driver and he verbally admitted to signing for the lens package himself, he expressed concern when I asked him about it. I reported this to **** and opened a claim on May 8. They denied my request for resolution because the item was marked as delivered, ignoring the forged signature and driver misconduct. ***** will not allow me to file a claim because only the shipper (****) can initiate one.I am now being held financially responsible for an item I never received. I have documentation including the forged tracking signature and confirmation of ****** policy. Im requesting that **** either issue a refund or initiate a claim with ***** to resolve this matter.
Business Response
Date: 05/20/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********* ***** about the **** ********************** Package was deliver to the address entered on the order, we regret to inform you that we are unable to assist with a warranty claim.

Sincerely,

*** ****
Initial Complaint
Date:05/19/2025
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 headphones from **** and they do not work correctly. I have tried live chat and calling **** forever and cant get a response. Bought on cc ending in **** on 2/17/25
Business Response
Date: 05/20/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the **** headphones WHCH720N/B. We called the customer and offered technical assistance, customer accepted.

Sincerely,

*** ****
Customer Answer
Date: 06/05/2025
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:

I filed an original complaint, which was never resolved and it was closed. I was not able to respond in time as i was out of town and did not have the headphones with me to test them.
When I got back in town I tested the headphones. They still dont work after troubleshooting and updating with sony tech support. I then submitted another claim as the original was never resolved. BBB is saying I cant file another complaint yet the first was never resolved. Please advise on how I can get this issue resolved.

Thanks

Sincerely,

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

Business Response
Date: 06/24/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics Inc. regarding the complaint your office received from ****** ****** about the Sony headphones WHCH720N/B. On May 20, we offered the customer technical assistance. After troubleshooting, the unit was found to be working within specifications. The customer then requested to return the unit, but we were unable to process the return because it was outside the return policy.

Sincerely,

*** ****
Customer Answer
Date: 06/25/2025
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:

This is a flat out lie, if they were working I wouldn’t want to return them nobody from Sony can say they are working as they are supposed to because they are not the headphones should not breakup and create static anytime I go over a bump Sony passed me around to a bunch of different people in different departments and after an hour of this said well call you back which they never did they finally did email me and said too bad we won’t accept a return I went through all of their so called tech support who kept trying to tell me they were working when their is no way they could no. Their tech support and overall customer service is garbage

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

Sincerely,

****** ******
Initial Complaint
Date:05/19/2025
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.
I purchased a ************** model #K-75XR70, serial #******* from RC ***** on November 27, 2024 for $2090.49 that included mounting the new tv. From the start it had a problem with just shutting down and rebooting. At first we thought that this might be normal as it might be getting needed updates. This rebooting issue has not stopped, it can happen several times a day or maybe once in a week. The reboot can take a few minutes or a hour to make the tv work to watch programming. I have called **** multiple times, I have given them permission on a least three occasions to take control of the tv remotely. Nothing they have done has helped or corrected our issue. I have been told by everyone at **** that they have a software issue with all **** bravia tvs and I'm going to just have to wait until they can find a fix for this problem. After much complaining and asking for someone higher up for help I've been offered some device that plugs into the tv HDMI port that may or my not help. I called again today after spending over an hour trying to get my tv to work and asked again to let me speak to someone that could help. He said he would file a complaint for me and that someone should contact me next week. I am extremely frustrated as I purchased a tv that interrupts programming on a regular basis and I can't get it fixed or even a date that they may be able to fix the problem. **** tells me there is no more they can do, that they have run all the tests and made all the adjustments and that I must be patient until they figure this issue they are having with all **** bravia tvs. I'm asking for a fix or refund so I can have a tv that can view programming without interruptions.
Business Response
Date: 05/20/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ****** about the ******* K75XR70. We're waiting on a future update to fix the issue, in the meantime we accommodate a CEC less adapter that will avoid the issue, ETA from the part is 5/22/2025.

Sincerely,

*** ****
Customer Answer
Date: 05/22/2025
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]
**** has contacted me and said that they are sending me a HDMI device that will correct my rebooting issue. The part was supposed to arrive today 5/22 but did not. I would be ok to close this case if it does in fact work but I won't know until I receive the part and try it out for a week or so. My case number with **** is *********

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

Sincerely,

***** ******

Business Response
Date: 06/09/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ****** about the ******* K75XR70. *** ****** already got part accommodated, we're really sorry about the misunderstanding of the external ******** switch, the use of the cec gadget will prevent the issue to happen while we are working on a future update, for now there is not more possible accommodation.

Sincerely,

*** ****
Customer Answer
Date: 06/12/2025
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,

***** ******

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