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:06/26/2023
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 new camera body for my gear set and I was awaiting my package and it never came. I later checked the tracking and it looks like the company **** choose delivered my package to someone else or to the wrong location, they didnt provide proof of delivery or nothing. I filed a police report and still nothing I followed all of ****s requirements to get my situation resolved and nothing. I submits supervisor request and they never call. This is the worst service I have ever experienced and I was thinking of switching camera brands but stayed with **** because of my other lenses but now I regret that decision.
Business Response
Date: 07/07/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************* about the dispute for the Alpha Digital Camera - ordered through **** Sales website. Customer's case is being reviewed by **** Sales Team, and once this is done, customer will be contacted by them. Customer may also follow-up with them at ************** and reference case number ********.

Sincerely,

***************
Customer Answer
Date: 07/11/2023
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 reviewed the Buisness response and they still have not given any guidance nor solution to this situation. I have called multiple and still nothing.

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

Sincerely,

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

Business Response
Date: 08/17/2023
Dear Dispute Resolution Services:

Customer is requesting a letterhead for authorization to open her own claim with *****. **** Sales coordinated with ****** and this has been denied as well. Customer may contact Sales Team about this, and the information she will be getting from them would be the same and is final. **** is not providing refund nor we will be offering replacement.

Sincerely,

***************
Customer Answer
Date: 08/22/2023
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:
My complaint has not been resolved with no reason or resolution. Even a letter from the company to file a claim through ***** was denied for no reason against their policy. This is to clarify for civil court that I will try to combat my problem with this matter. Whats the purpose of having people responde to the BBB Complaints if they just direct you to the same sales support your complaining about.

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

Sincerely,

*******************
Initial Complaint
Date:06/26/2023
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 **** earbuds, serial #*******, suffer from a known manufacturer's defect which causes one of the two earbuds not to hold a charge. At present, from fully charged to automatic shutoff for lack of power takes approx. 15 minutes. I have seen ******* videos indicating that **** is aware of this widespread manufacturer's defect and have publicly stated that all impacted customers will be made whole, irrespective of whether their affected earbuds have remaining warranty coverage. On June 24, 2023, I sought a replacement for these earbuds in **** internal case #********, and was told that **** would not help me because these earbuds were bought at a discounted price on Amazon. I escalated my customer service request and, on June 26, 2023, was told by *** (who refused to provide her last name) **** Employee #**********, that **** would do nothing to help me. I imagine that many **** customers would be as shocked as I was to learn that they do not value our patronage or their brand sufficiently to stand behind their initial statement that all affected consumers would be made whole, irrespective of warranty status. I mean, these are not cheap earbuds (the discounted price at Amazon was over $200). I puchased **** because I believed in their brand. I want them to do the right thing and replace the defective earbuds they manufactured.
Business Response
Date: 07/07/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Headphones WF1000XM4/B. ****'s records indicate that customer's product was either recycled or sold to a discount retailer; therefore, it is no longer supported by ****. Since the product has no warranty with ****, customer may contact the store for option, if product was recently purchased. Used or scrapped units do not qualify as well for any special accommodation. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 07/13/2023
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 purchased **** products because I believed in the quality of their products. They knowingly sold defective earbuds to other resellers knowing that consumers would assume they were backed by ****. They should not be allowed to sell their defective products to other companies for resale to unsuspecting consumers. I want a replacement from ****.

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

Sincerely,

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

Customer Answer
Date: 07/26/2023
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:

They continue to refuse to stand behind the defective product which they manufactured and profited from the sale of....

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

Sincerely,

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

Business Response
Date: 08/04/2023
Dear Dispute Resolution Services:

Customer's unit is a used/scrapped device - no accommodation. ****** statement remains the same regardless if customer continues to dispute or not.

Sincerely,

***************
Initial Complaint
Date:06/12/2023
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 **** *** (********) had a physical defect in the hinge where the *** folds in and out of the camera. That physical defect caused the hinge to break while simply opening the *** up like normal. No excessive force used. Camera has been used less than 20 times and is still under warranty. **** refuses to honor the warranty saying two different things: 1. They only cover known issues. 2. They do not cover physical damage. They are making me pay for a fault caused by their own manufacturing process that caused the hinge to break with normal use. My camera is currently at their 3rd party repair shop ************************ Repair **** Invoice #******* Camera S/N ************* Note: The **** agent I was dealing with over this issue was highly unprofessional. It was to the point I would terminate them if I was their supervisor. I was in the call center industry for 10 years as a supervisor. When I called back to get a case number for this complaint I did not get an answer on the phone.
Business Response
Date: 06/23/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Alpha Digital Camera ILCE7C/S. It has been confirmed from the service facility that the unit has physical damage, and customer has been informed that it is not covered by manufacturer's warranty. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 06/26/2023
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]

Physical damage was caused by a defect in the camera. ****** warranty states defects are covered under warranty. The defect caused the damage.

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

Sincerely,

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

Business Response
Date: 07/07/2023
Dear Dispute Resolution Services:

Issue is not covered. ****** statement remains the same regardless if customer continues to dispute or not.

Sincerely,

***************
Customer Answer
Date: 07/07/2023
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]
You are saying your warranty does not cover defects in the phone. Which makes your warranty as a whole invalid. This will become a legal issue.

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

Sincerely,

*******************************
Initial Complaint
Date:06/12/2023
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 have a pair of top of the line **** wireless ear buds that are less than one year old and **** is telling me because the serial number that is on the outside of the case which has worn off from being carried in my pocket. They will not honor any warranty work whatsoever. They will not even except me shipping the earbuds back to them so they can evaluate them.
Business Response
Date: 06/23/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Headphones WF1000XM4/S. **** contacted the customer; case is being worked on.

Sincerely,

***************
Initial Complaint
Date:06/05/2023
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 purchased my ******* on 1.1.23 for $2000 Model XR-65A80K I have had and issue since February where a blue line will come down the far left side of the screen and the screen will go black not casting the image on the ******* is aware of this issue and is not fixing it. Customer rep stating it's an ongoing issue and they are working on a fix. I have had this issue for 3-4 months now and nothing has been fixed.As the consumer I do not feel I should have to deal with this issue as it is a defective ****** **** knows this is happening the a bunch of these **'s.It takes me ***** minutes sometimes to reset the ** and get it to fix, sometimes it doesn't fix and I have to unplug it and have it off all night. Causing me to not even be able to use the $2000 ** that I bought.This is very irritating as I chose the **** OLED over the ** OLED hoping everything would work out and it is not going according to my hopes. For **** to not be fixing this issue for their consumer is extremely concerning, Best Buy cannot act on the warranty I have through them for me because it is still under **** manufacturer warranty. I do not want a ** that was sold to me with already defective software in it. I want this to be made right by me and all the other consumers that are having this issue.If **** cannot agree to make this right I will not be using ANY **** products going forward. Please help me resolve this issue.Thank you
Business Response
Date: 06/16/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** XR65A80K. **** explained to the customer that the issue is under investigation, and **** is working on a solution, but there is no ETA. While we await for a permanent solution, power reset could be done as a temporary fix.

Regarding customer's request of helping him communicate with Best Buy to allow him get a store credit for a new TV through them, we are not able do that as they have their own process to follow. **** offered an extension to the standard warranty; however, customer declined. **** is unable to offer either repair or exchange as it will not resolve the issue. ****'s statement is final and will not change.

Sincerely,

***************
Customer Answer
Date: 07/06/2023
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 issue has not been resolved as **** took no steps of action to resolve my issue. Instead they just reissued the same statement that I started the case for to begin with. **** is deliberately denying me the warranty that they have in place stating the are working on a fix but does not have an ETA. As the consumer I should not have to "wait" for a solution. My TV does not work as intended from the manufacturer. Therefore I am demanding them to act legally on their warranty before legal steps are taken. I did not pay $2000 for a TV to not work as intended from the manufacturer.

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

Sincerely,

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

Business Response
Date: 07/28/2023
Dear Dispute Resolution Services:

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

Sincerely,

*** ****
Customer Answer
Date: 08/03/2023
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,
Understood, appreciate the clarification around the lack of integrity Sony has when holding product quality to a high level. I will never support a Sony products again in my household and will ensure others are aware of the $2000 TV I was screwed over on. I will keep this case open until Sony resolves the issue. Thank you.

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

Sincerely,

****** *******
Initial Complaint
Date:05/30/2023
Type:Product 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.
Bought a 5 star vaio laptop at Christmas hardly used it. The keyboard is not responsive, will not connect to the Internet. It is a brick. 529 dollars and 5 utility bills I could have paid instead
Customer Answer
Date: 05/30/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********* the matter has been resolved by me. I will use a mouse instead of the touchpad and will never buy Sony again. Wow, Sony used to be good.

Sincerely,

***** *****
Initial Complaint
Date:05/30/2023
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.
We purchased a ******* from ****** on December 20, 2022. This is the second ******* model that has had the same issue; the screen fades and we are left with a black screen. The first TV was purchased on May 12, 2020. Both TVs are the same exact model that we purchased that have had the same issues. The *******s have issues that **** is not letting consumers know about. The ******* purchased on December 20, 2022 was not even 5 months old to our home when it stopped working on May 22, 2023. The ******* that was purchased on May 12, 2020 did not make it to 2 years before it stopped working on December 2, 2022. This will be the third TV same model that we are getting replaced with a new one according to ****. This issue should be resolved by **** as soon as possible. **** should offer an upgrade and a different model because of the issues with this model on Two TVs that we purchased. **** should take into consideration the consumers and the frustration the consumers feel with poorly made TVs that need replacement and the time we have to spend speaking to your **** representatives that make things nearly impossible to get a replacement TV. Instead **** makes the consumers feel like we have done something wrong for merely reporting a malfunctioning TV. May 22, 2023 TV stopped working. $1,089.48 TV model number XR-65X90CK Ser. No. ******* MAY, 2022 Made in ****** Thank you,************************* *************
Business Response
Date: 06/08/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XR65X90CK. **** Concierge offered exchange. Customer accepted the offer.

Sincerely,

****************;
Customer Answer
Date: 07/21/2023
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.

**********************************************
Initial Complaint
Date:05/22/2023
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 have contacted **** regarding the **** WH-1000XM5 that I purchased which turned out to be defective , I contacted **** customer service and was mentioned by the representative that they will be replacing my headphones after they receive the old headphones at the warehouse which I sent out immediately, Afterwards I waited 5 days and at first I did not get a response from the company , afterwards I received an email stating that they have not received the serial number information which is a complete lie since I made sure to package the headphones in the original packaging that contained the serial number and sent it out , so I received an email and asked me to upload my proof of purchase , which I did immediately , and soon after I received an email stating that the device in en route to be returned without fixing it . when I received the box I found a sticky note that apparently was written by a technician which reads ("Smells") on the case of my headphones also not to mention it was missing all of its original packaging that it was shipped with , which seemingly is some type of joke or assumption of some sort , I am very disappointed given that I spent almost $400 on a defective product and the company/employee has the nerve to insult the customer rather than providing them with a resolution. it is very unprofessional and disrespectful from a company such as **** to threat their long term customers like this , I am seeking a refund for defective goods that clearly did not stand to its promise . I am also willing to take any necessary action to insure this issue gets resolved .
Business Response
Date: 06/02/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones WH1000XM5/B. **** will not be providing a resolution. **** Engineering determined that customer's claim is invalid. If the customer wishes to dispute the findings, he may email **********************.

Sincerely,

***************
Customer Answer
Date: 07/19/2023
Better Business Bureau:

Sony Customer Advocacy Representative reached out on 6/8/23 and provided resolution . The device was exchanged under warranty. I no longer wish to proceed with this claim .

Sincerely,

*****************************
Initial Complaint
Date:05/18/2023
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 **** headset ***** WHRF400 HOME WIRELESS HEADPHONES) on Oct 27, 2022, paying $119.99. Around May 14, 2023 my husband took them off the charger and went to put them on his head and the left headphone broke where it swivels on the headband. Now the left headphone dangles by a wire and sticks out from one's head when it is placed on the head. I called to get the headphones repaired or replaced but was told that this is not covered by **** because it is "physical" or "cosmetic" damage and this isn't covered under the warranty. I talked to three people at **** and I am not satisfied because this is not a cosmetic problem (the headphones aren't useable now) and there is no explanation of "physical" damage not being covered in the warranty. The warranty states that **** "warrants this product against defects in material or workmanship for the original owner..." and ************* Warranty only covers product issues caused by defects in material or workmanship during ordinary consumer use." I believe this swivel piece broke due to a defect in the design/workmanship or the plastic material used. The headphones were subject to light consumer use, the headphones weren't dropped or otherwise damaged accidentally and the damage is much more than cosmetic as they are no longer useable. I would like replacement headphones or a refund for the product.
Business Response
Date: 05/30/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Headphones WHRF400. **** 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,

***************
Customer Answer
Date: 06/01/2023
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 received a call and email from **** on 5/30/2023 and returned their call on June 1, 2023 and received the same response I got previously, that physical damage is not covered under the warranty. They offered to give me a discount on a replacement headphone ($85 plus a fee but the headphones are currently available for $99 at Best Buy so this is a minimal discount if any) and that doesn't satisfy me. Nobody at **** has been able to explain to me where in the warranty "physical damage" is excluded or explain exactly what that means and I think the warranty does cover the break where the headphone swivels on the headband under "defects in material or workmanship during ordinary consumer use". This breakage isn't "accidental damage" assuming that means the headphones were dropped or impacted in some way (they weren't). It isn't "cosmetic damage" as the headphones aren't usable with the broken headphone sticking out.
Sincerely,

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

Business Response
Date: 07/28/2023
Dear Dispute Resolution Services:

Issue is not covered due to physical damage. Customer declined the one-time, optional discount offer. **** is unable to honor customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

***************
Initial Complaint
Date:05/11/2023
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.
My ******* no longer connects with the internet. After talking to ****s tech support representatives, they determined that my television needs a software update to work properly. All routine updates are downloaded automatically and tech support verified that those updates are current. However the update my ** requires cannot be downloaded like the other updates. Tech support states that they can send me a down load which I must transfer to a *** device and insert into the ** for it to work properly. I am not opposed to doing that, but I dont have the resources. Neither my laptop, iPad or iPhone has a *** drive. I have no way of downloading the software update. I asked Tech Support to mail me the *** device with the software update. I should not have to buy a new computer in order to install a programming update for the **. Im willing to pay to have the *** drive mailed to me. But, Tech support says they are not able to mail the drive, even after talking to the Special ***************************** Im open to other ideas, but Im not willing to buy a new computer to resolve the ******* problem. My Case Number with **** is ********.
Business Response
Date: 05/23/2023
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** *********. **** contacted the customer and discussed that we requested for a USB firmware update to be sent to her as one-time goodwill gesture. However, we set right expectation that if in case it is not available, or it could not be sent for some reason, then customer's last recourse would be to buy a USB and find a place (computer shop, public library, etc.) to be able to download the firmware. Otherwise, customer may opt for service assistance from an authorized servicer or any local repair shop at an out of warranty rate. Customer understood.

Sincerely,

***************
Customer Answer
Date: 05/24/2023
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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Sony Corporation of America is NOT a BBB Accredited Business.