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

  Sony Music Entertainment 25 Madison Avenue New York, NY 10010

• 

  Sony Corporation of America

  3201 Maguire Bl Orlando, FL 32807

• 

  Sony Corporation of America

  151-9402 135 Ave NW Edmonton, AB T5E 5R8

• 

  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:03/07/2023

  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.

  In Nov 2021 I bought a high end **** ********* *** On the day I brought it home I contacted the retailer that there was something seriously wrong with the *** This ** cost me $5000 CDN. It took a year for **** to even admit there was a problem. Finally I got in touch with a good technical **** service guy, he told me that there was a serious problem and the motherboard had to be replaced. After the mother board was replaced the ** still does not work properly. **** refuses to take responsibility for the extremely poor quality on this ** that I got. This is a one of problem but they should still correct. Given I reported it on the first day I had it, it is my opinion they should replace it. Given I am still having problems with it only backs up my view that it needs to be replaced.It has been a very stressful year with this **, always resetting it, it always hangs, it won't work with Prime Video the list goes on.

  Business Response

  Date: 03/20/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the *************** XR65A90J. Customer previously dealt with the technical experts, and it was determined that in general, the ** was working normally and within specifications. Therefore, service is not applicable. More so with refund as it is not part of manufacturer's warranty, and unit is out of warranty as well. ****** statement stands as it is.
  
  Sincerely,
  
  ****************;

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory. However if this is the way **** wants to handle things what can I do about it. They have terrible support and do not listen to customer complaints. The do not have qualified technical staff working on their support teams and given this terrible experience I will never buy a **** product again.

  I give up, but am not admitting that I am satisfied in any way!!!
  
  Sincerely,
  
  *********************
  
  
  
   
  

  
  

• Initial Complaint

  Date:02/28/2023

  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.

  The over ear noise cancelling headphones do not live up to performance expectations at their price point they cost approximately $380.00 usd and are out performed by $120.00 usd over ear noise cancelling headphones from their competitors. These headphones are even outperformed by AirPods pro.. which are true wireless earbuds! When I called **** they told me the only resolution is that they will troubleshoot the device or send me the same pair of headphones that produce the same mediocre sound. There is no option for refund no option for store credit to shop **** when I asked to speak with the supervisor he informed me that there is no guarantee the product will perform to my satisfaction or live up to my standard of expectation for quality. He also informed me that there is nobody else in the company that would take any kind of interest in my dissatisfaction. **** was very dismissive of my claim and less than willing to explore any options that would ensure that when shopping their brand I would receive a comparable product to other brands that come in at their price point.

  Business Response

  Date: 03/13/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the **** Headphones WH1000XM4. Customer's feedback about the sound quality has been noted. However, **** does not offer exchange, more so with refund (not part of warranty) due to product dissatisfaction. Exchange is only applicable for hardware failures. **** is unable to grant ********** request. ****'s statement is final and will not change. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/28/2023

  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.

  **** *** order number: ****************** I purchased two units of **** Headphones via **** *** online on February 22nd, 2023. The headphones arrived on February 23rd, 2023. I went to the link below to register the two units of headphones.***************************************** you go to input the model number shown on the box the website does not let you input the correct model number. **** needs to fix this issue and add the correct model number so that I can register my headphones. This is very bad for a multi billion dollar corporation to not let me register the products I have purchased.The problem is that the receipt shows a model number of: ************ while the box shows a model number of: ************ Was I shipped the correct order because the model number is not the same? **** *** needs to add ************ to the product registration page because as of now I cannot register with that model number.See the attachments

  Business Response

  Date: 03/08/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***************************** about the **** Headphones ************. **** contacted the customer and clarified that models ********/BZ and ************ are the same model; the latter is just the sales model, that is why it is the one showing in the receipt. Customer may go ahead and input model ************ on the registration site.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/28/2023

  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.

  I returned a set of earbuds to **** for warranty repair. ***** lost my package in shipment. I contacted **** about the last package and sent them all of my proof of ownership, I bought them from Amazon. After **** reviewed the case they denied it because they said they couldnt validate my purchase. I contacted ***** and they also denied my case because I am not the one who originated the ***** label. ***** says that the place who originally made the label needs to contact them or they need to sign a waiver waving the right to this item so that I can pursue the case. I contacted **** again and they will not help further in this case. I have been trying for about a month now and Im getting nowhere, at this point Im out $170 due to no fault of my own

  Business Response

  Date: 03/08/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Headphones WF1000XM4/B. **** Customer Advocacy Group contacted the customer and informed him that replacement will be sent. Customer accepted the resolution.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/28/2023

  Type:Billing 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 around $1200 from **** Direct last week. In addition to charging me the $1200 and removing the money from my credit card account, they have erroneously placed additional holds totaling around $1800 on my credit card account, which I have been repeatedly told I must wait to naturally clear (can take up to 8 business days). Because this amount exceeds the credit limit of my credit card, I am unable to spend any money until these holds clear. **** has been unhelpful in getting these holds cleared early so that I might spend my money. As I have repeatedly told both them and representatives of my bank (Navy ********************** lack of access to my credit card is preventing me from purchasing essential medication that I need to survive, which I have already had to go several days without because of their incompetency.

  Business Response

  Date: 03/10/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************** about the **** online purchase. Sales is being handled separately, so customer has to reach them directly at **************. Only the Sales Team is better equipped to respond to customer's concern.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/24/2023

  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 this **** KD65X80CK Tv so i could watch the new NexGen channels i have not seen a blip of one. While my neighbors one with a ********** and one with a ***** watch them all the time I get all the ******* stations at 80% signal but i do not get any of *********** channel that this tv is suppose too.I spoke to ***** in support 02/21/2023 and he could noy figure it out he transfered me to V and he could not help either.

  Business Response

  Date: 03/08/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******************************* about the *************** KD65X80CK. **** contacted the customer and discussed the need to further troubleshoot. He agreed to do this, and if service will be determined, **** will proceed with it. If it will be found that it is not a TV issue, then service will not be applicable.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 03/08/2023

  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 called and we went thru troubleshooting again and still would not work on NexGen channels. Then  they wanted me to go out and buy another $200 antenna just to see if it would work i told him i did not 
  have the money to spend on another antenna when this one is working fine getting signal at 80%.
  And again my neighbor is getting the NexGen great on a ********** right  down the street with the same antenna as i have so **** will not do anything about i guess i will have to get a Samsung! 

   *******************************

   

   

   

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

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

  Business Response

  Date: 04/13/2023

  Dear Dispute Resolution Services:
  
  We regret if we are not able to offer service as issue has not been completely isolated yet through complete troubleshooting over the phone. Again, unless troubleshooting is completed, **** considers the issue to be not the *** ****'s statement will not change. 
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 05/11/2023

  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:

  They are not going to do anything so go ahead and close the case.

   

   

   

   

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

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

• Initial Complaint

  Date:02/24/2023

  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 ordered a **** M9 monitor on February 18th, 2023, with order number ********, for $1004.23. Upon arrival on February 21st, I opened the package, plugged in the monitor to have power, and noticed that the screen was cracked during shipping. I contacted customer support and have a case number of ********. This should have started the return process but had to wait two days after the website elonctronics.sony.com updated that my order was delivered. The site was updated on the 21st at 11 pm. It is now the 23rd, and I have not received an email or phone call to proceed with the return process, as they do not have any other option. I have started a return request, code ********, as nobody on the support staff has contacted me. This, along with a predatory return/refund process, has the customer pay $150 for products that have been damaged and documented to the support team before the site itself could update is ridiculous. I feel that a product replacement is more reasonable for both parties than having the customer pay $150 for a return and then wait a week for the money I spent after the support team confirms the return. If this cannot happen, the refund for the $150 to send the damaged product back. Included, I would also like an explanation of the charge of $150 as the product was damaged on arrival.

  Business Response

  Date: 03/08/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* ***** about the purchased monitor that was received damaged. Customer has already been refunded by the **** Sales Team. If he has questions, he may follow-up via email or call them at ************** and reference case number ********. 
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:02/17/2023

  Type:Billing 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 an account with **** Rewards online. I have a **** Rewards credit card. The credit card works fine, and always pay my bills on time. It is linked to a **** Rewards account in which I earn points whenever I use my **** Rewards credit card. But here's my complaint: To access my points rewards, I have to log in to my account using my email address and password. However, since last August there was some glitch that happened on their end that doesn't allow me to access my account online on ****rewards.com. I type in the correct email address. Then check the box saying "I'm not a robot". I click "Next", but a message says, "The information you entered is incorrect. Please try again." I know my email address is correct and I keep saying "I'm not a robot", and keep clicking "Next" only to see the same message again and again and so on!! To this day, I'm beyond frustrated and angry, dispite many calls to **** Rewards Customer Service telling them to fix the problem on their end, and sending several complaints emailing to them, I still can't access my account on the **** Rewards website to see my point balance and wanting to spend some of those points to buy a gift card I'm interested in. I filed a complaint to the ************************* in my home ********************** a few weeks ago, but haven't heard back from them yet. I desperately need help from you to do something to make **** Rewards fix this problem once and for all so I can access my points rewards account!

  Business Response

  Date: 03/01/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Rewards concern. **** Rewards is a separate entity, so this is to be handled by the **** Rewards team. We forwarded customer's concern to them, and they are working on it. Customer would need to follow-up with **** Rewards directly.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, **** Rewards says it will look into this matter, but they said this many times before.  I hope they fix it on their end to an issue that is already six months old.  That's already half a year!  It shouldn't take half a year to fix a very simple problem.  The problem is logging into my **** Rewards account with my email address and password.  I know my email address is absolutely 100% correct, but when I keep trying to log in today, it still continues to say, "The information you entered is incorrect. Please try again."  That's what led me to file this complaint with you, the people at the Better Business Bureau.  I really, really need the help to repair this problem once and for all, so I can finally put this behind.

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

  
  

• Initial Complaint

  Date:02/17/2023

  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 purchased a set of headphones from **** in December 2023. The model was WI-SP600N "Wireless Noise Canceling Sports In-Ear Headphones". The unit was never actually used, as it malfunctioned and was determined defective upon the product's very first use attempt. I was able to process a claim with ****, #********. I later received a different unit as replacement, WF-C500B "True Wireless In-Ear Headphones". The units are different. ****'s customer service department's official position is that, according to their engineers, the units are comparable. The **** representatives were not able to explain the reasoning underlying that determination.Among other reasons, as most relevant for this customer's intended use, the units differ in the following ways:1. WI-SP600N is marketed as active-sports headphones; WF-C500B is not;2. WI-SP600N features a side-ear insert for stability; WF-C500B does not;3. WI-SP600N is designed with a cord; WF-C500B is not;4. WI-SP600N features corded volume adjustment capability; WF-C500B does not;5. WI-SP600N is noise cancelling; WF-C500B is not;I specifically purchased the **** WI-SP600N model for use in active-sports. I chose that unit over other in-ear units based on the features described above. Although **** has a policy that states that it can replace defective products with "comparable" products, it is not transparent in the manner in which it makes that determinations and it does not involve the customer in the determination process. I received the replacement with no input or notice beyond an email stating that a different product was shipped.I believe this is an unfair business practice. Ultimately, I purchased a product with an expectation of its capability, that product was defective through no fault of the consumer, and the manufacturer replaced it with a product that, in the opinion of the consumer, is not comparable and does not meet the purpose for which it was purchased.Thank you.

  Business Response

  Date: 03/01/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****************** about the **** Headphones WISP600N/B. **** offered upgrade at a cost to customer's preferred model, if not, buyback, as one-time accommodation. Customer opted to keep the replacement unit.
  
  Sincerely,
  
  ***************

  Customer Answer

  Date: 03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I do not find the resolution satisfactory, as ultimately (1) the company could not offer to replace my unit with a truly comparable unit for exchange (since all other units of similar sporting capability were either not available or regarded by the company as not "comparable" due to manufacturing/release date (rather than capability), (2) the company graciously offered that I pay the difference to upgrade to a more expensive unit, and/or (3) the company offered to refund me the cost once I (once again) ship them the unit, they receive it, and then they would mail me a paper check that (would take more time to process and then 4-6 weeks to arrive).  However, I am done dealing with this company.

  Ultimately, for simplicity and to avoid continuing to waste time dealing with this, I just decided to keep the unsatisfying unit they initially sent me and to buy another unit for the purpose that I really need (but definitely not from ***** lol).  For those reading this, I HIGHLY RECOMMEND YOU BUY ELECTRONICS FROM A DIFFERENT COMPANY; THE WARRANTY THAT THIS COMPANY ****** OFFERS IS SLOW, TEDIOUS, CLUMSY, NOT TRANSPARENT, LABOR INTENSIVE, AND ULTIMATELY UTTERLY UNSATISFYING.  I suspect this is calculated to deter buyers from submitting claims under their warranty.  Buy somewhere else, folks.  Good luck!

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

  
  

• Initial Complaint

  Date:02/13/2023

  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.

  Hello, I'm writing about an experience I had with ****** Support team in mid October 2021. I have a 65" **** Bravia A8H that I purchased on Oct 13 2020. Prior to the one-year anniversary of my purchase, I contacted **** to get support regarding two dark vertical lines that are prominent in the display and had been there since I received the *** They are difficult to capture in photo and video, but I sent media as requested by their support team. I waited almost a week with no response, and then received a call from their team when I finally reached back out. The support agent told me that they weren't able to see any of the issues I described, and I tried to explain that it's much easier to see in person and asked if they could send someone to look at it. They said that they would only send someone if the photos/videos supported that there was an issue. I went back and forth with them for a while on this but they were very firm in claiming that there was no issue. This felt like a way for them to get out of honoring the manufacturers warranty. The panel very obviously has a defect and is something that should be covered, according to their guarantee. But because I had not contacted them prior to October, I feel that they didn't deem it necessary to follow up on the issue, even though I went out of my way to illustrate the problem per their request.Unfortunately, I then spent a lot of time out of state and was not able to follow up with them again (I'm not sure it would have mattered if I had, since they had already firmly denied me repair service). But the issue persists and nothing I've done in my own troubleshooting has fixed it. This was a very expensive TV and I feel that **** should make good on their products and warranties. I appreciate any assistance in getting this issue looked at by a **** repair technician.Case # ******** October 13, 2021 (and the days/week following)Model ******** Serial #: *******

  Business Response

  Date: 02/24/2023

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** ********. **** stands behind the findings of the engineering team that there was no manufacturing defect found; unit is working with specifications. Customer's unit is out of warranty and has no hardware failure. **** is unable to grant ********** ********************** or exchange claim. ****'s statement is final and will not change.
  
  Sincerely,
  
  ***************