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.

close

Find a Location

Sony Corporation of America has 85 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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 Electronics

  1730 N 1st St San Jose, CA 95112

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:05/16/2025

  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.

  Its regarding Case #******** that I bought a **** Bluetooth speaker model SRSXE300/B (SN ********) from **** website on 2/26/2025 after two weeks I returned after two weeks because it begun malfunction and now they dont have that particular item on stock or something similar and they refuse to return my money back

  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 **** portable speaker SRSXE300/B. **** offered a refund, customer agreed, check should arrive on the next 2-3 weeks.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/20/2025

  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:05/14/2025

  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 pair of **** WH-1000XM5 headphones around October 9th of 2024 for approximately $350 at Best Buy. After a few months of regular use, the headphones broke at the hinge area during normal handling. I later discovered this is a widespread issue affecting many users.I submitted a warranty claim, but **** denied it, calling it "physical damage" even though there was no misuse, drop, or accident. The damage clearly stems from a structural flaw and should be covered under ****s warranty, which states it covers defects in material or workmanship during ordinary consumer use.After being denied support, I applied a small amount of superglue just to keep using the headphones. This was done after **** had already refused service.I escalated the issue, but **** restated its position and refused to repair or replace the headphones. I am requesting a repair, replacement, or refund as a fair resolution for a defect that was not caused by customer negligence.

  Business Response

  Date: 05/16/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ******** about the **** headphones WH1000XM5/B. Due to the fact that the unit was diagnosed with Physical Damage whether it is accidental or consequential, **** will not be able to honor its warranty and that we are unable to assist with the repair/exchange. However, as a valued **** customer, **** offered a discount towards a new purchase, no response from customer, offer valid until 5/29/2025.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:05/14/2025

  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.

  I purchased a **** alpha zv-e1 camera on April 17 and received it April 18. The camera had specks on the lens and I contacted customer service on April 19. ******** told me to return it for a replacement and provided a return label on April 23. I received the replacement on April 28 and it was defective too. The camera would not stay on and the screen flickered. I contacted ***** on April 28 and he replied April 30 and mentioned he would issue me a return label. Its now May 14 and no return label or refund has been issued. Ideal Solution: I would like a refund to my original form of payment and a return label for the camera. Case # ********, order number #********, and product model ZV-E1L

  Business Response

  Date: 05/16/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ******** about the **** ILCZVE1L/B. A return shipping label was sent on May, 14, refund will be proceed once unit arrives warehouse.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:05/12/2025

  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 called and the supervisor was very rude but they told me that they would be able to replace my WF-1000XM5 earbuds that were lost in the LA fires and then they hung up on me. I chatted with you guys and the agent was rude to me and told me that they refused to help me. This is unacceptable and I demand these earbuds to be replaced.

  Business Response

  Date: 05/14/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** **** about the **** headphones WF1000XM5. Warranty letter excludes lost/stolen units, however as a one time accommodation we offered a discount towards a new purchase, customer refused the offer.
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/19/2025

  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 am refusing a discount since an agent which is a part of your company which was supposed to be trained in your policies. Gave me this false information as of what you are saying so therefore I will be refusing a discount and would request the replacement as I was told[Your Answer Here]

   

   

   

   

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

  
  Sincerely,
  
  **** ****
  
  
  
  
   
  

• Initial Complaint

  Date:05/09/2025

  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 **** WH-1000MX5 from Best Buy on 16-Aug2024. After continued ordinary use, the plastic joint component failed on 09-May-2025.This should be covered by warranty (link below), which states that it covers "the hardware components packaged with the product" and that it covers "issues caused by defects in material or workmanship during ordinary consumer use." This is within the 1 year time of the warranty.***************************************************************************************************************** I reached out to customer support on ***********, (case number ********) and they indicated they would not cover it via the warranty and that I could reach out to a provided repair shop and pay out of pocket for repairs.This problem covers:- A defect in the product (see below for other similar cases)- A failure to honor the warranty The product defect is common. Here are some examples:- ************************************************************************************************************************************************ - **************************************************************************** ********************************************************************************* also common across all **** headphones:***************************************************************************************************************************************** And has been acknowledge across other products by the company:************************************************************************************

  Business Response

  Date: 05/14/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ***** about the **** headphones WF1000XM5. We asked for photos to evaluate the issue, due to the fact that your unit was diagnosed with Physical Damage whether it is accidental or consequential, **** will not be able to honor its warranty, however as a one time accommodation we offered a discount towards a new purchase, customer refused the offer.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:05/08/2025

  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.

  I purchased a **** camera directly through ***** website for over $1,000. The shipment was marked as delivered with a signature required, but I never signed for the package, nor did I receive it. Additionally, the delivery tracking information did not include any proof of deliveryno photo confirmation or actual signaturewhich is typically required for high-value items.I contacted **** customer support immediately upon noticing the discrepancy. After over two weeks of back-and-forth and their so-called investigation, I was told there was nothing that could be done and that my case was closed. Im now left without the camera I paid for and without a refundessentially being told to accept a loss of over $1,000 for a product I never received.I find this completely unacceptable. If **** ships a product requiring a signature and fails to provide verifiable proof that it was received by the intended recipient, it is their responsibility to resolve the matter. Ive exhausted the direct customer support route, and I am now filing this formal complaint in hopes of finally receiving the refund I am owed.I am requesting a full refund for the undelivered product. Im also requesting that **** reevaluates its customer resolution process to ensure that future customers arent treated the same way.

  Business Response

  Date: 05/12/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ****** about the **** vlog camera ZV1M2/B. Unfortunately we cannot assist further as we did file a claim/investigation with the carrier and the carrier denied the claim. We suggest working with your local law enforcement. You can also contact ***** directly and ask if they have any options for you.
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/28/2025

  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.

  This is ****** *****, I bought this TV **** XR-55A90J Serial Number ******* from Best Buy, I got 55 ******* 3 years Hardware Warranty but recently it stops working, it is turning on and shows ****** LOGO and later disappears, It is completely shame that **** use Android Based Softwares which is completely junk, after ****** Display, there is nothing shows and black screen, I am really disappointed, I tried hard reset, I have done research and ****** research Artificial Intelligence told me to do Factory Reset and i used steps like unplugged TV, and holding POWER Button and my sister put plug back on to WALL Socket, not on extension wire... and I tried it 30 seconds but unfortunately it shows Erase Circle Logo and it disappears, it is not erasing anything, AI also told me to hold VOLUME DOWN button and power button at the same time an do Factory Reset steps but there is no VOLUME DOWN physical button on TV Device in this model, it is not erasing, I am not stupid to waste my $1400.00, poor customer and technical staff over the phone with my husband.... if there is any hardware issue, I have 3 years certificate because TV is not getting enough power to erase everything, **** must fix this issue as soon as possible and they need to either replace it or fix it at my home, I have made video and everything how software and hardware of this TV messed up. Call me and I will provide all receipts and everything.

  Business Response

  Date: 05/05/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the ******* ********. **** provides a standard 1 year warranty for initial failures to be covered by the manufacturer. After we have reviewed the the document provided related with a 3 year warranty; Document is related to LED panels, model ******** is an OLED (no valid document). Therefore, once the warranty expires, it will be the customers responsibility to cover any ********************** cost on the unit. Due to the fact that the unit is beyond the manufacturer's warranty, we regret to inform that we are unable to assist you with the repair/exchange. .
  
  Sincerely,
  
  *** ****

• Initial Complaint

  Date:04/22/2025

  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 **** A7C II camera and **** FE 2470mm F2.8 ** II lens on April 9 in good faith from a private seller on ******** Marketplace. The seller provided original ****** receipts and sealed boxes. I paid $3,450 via ***** and have full proof of payment, matching serial numbers, and legal ownership of both items.After attempting to register the products on ***** website, I was informed that the warranty was not valid. I contacted **** Support, who told me the items had been flagged and that I needed to contact ****'s Fraud Team at *********************** I emailed them on Friday, April 11, 7am, and followed up with a second email on Friday, April 18, 9am, after receiving no response. To this day April 22 I have not received any reply. I also called **** Support, but they said they have no access to the Fraud Team and that email is the only point of contact.After further investigation, I contacted ****** and learned that the original buyer (the seller) had fraudulently claimed he never received the lens and was refunded by ******. When he attempted to do the same with the camera, his account was suspended for fraud. I had no knowledge of this when purchasing the gear.I am a bona fide purchaser I paid full market value, was not involved in any fraud, and am the lawful owner of the equipment. I have done everything right, and yet I am being denied basic warranty coverage and ignored by **** entirely.I am requesting that ****:1. Acknowledge my case and respond to my emails.2. Evaluate my documentation as a good-faith buyer, including payment proof and ownership details.3. ********* the 1-year manufacturer warranty that applies to these products.4. If necessary, exchange the affected items to resolve the issue.**** CHEPURA Attorney at Law *********************************************** Cell: *************** Email: ****************** Web: *****************

  Business Response

  Date: 05/05/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** Chepura about the **** CAMERA ILCE7CM2B. We have reviewed the documents/proof of purchase sent and determined they are not valid. We are unable to assist you with further warranty options or claims.
  
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/05/2025

  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 respectfully reject ****s response as it does not address the key facts of my complaint or the unique circumstances of this case.
  
  I am a bona fide purchaser of the **** A7C II camera and **** FE 2470mm F2.8 ** II lens, which I purchased brand new in sealed boxes on April 9, 2025, from a private seller. I have full proof of payment (Zelle transaction), original ****** receipts, and verified matching serial numbers. I have acted in complete good faith and am the lawful owner of these products.
  
  After attempting to register the products, **** denied my warranty, citing internal flags tied to a fraudulent claim made by the original buyer (the seller I purchased from). I had absolutely no knowledge of this fraud at the time of purchase and paid full market value.
  
  Most importantly:
  Before finalizing the purchase, I thoroughly verified the legitimacy of the items, including checking serial numbers and registering both products on ***** website. ***** system successfully completed the registration for both items, with no errors or fraud flags. Had the registration failed or raised any red flags at that point, I would have walked away from the sale. I relied in good faith on ***** own registration system to confirm the legitimacy of the products. It was only afterward that I was informed the warranty would be denied due to an internal fraud flag.
  
  This situation demonstrates a failure of ****s system to provide accurate, real time fraud alerts. I, as a good faith buyer, am now being unfairly penalized for fraud committed by someone else, despite having done everything right.
  
  Additionally, I have contacted ****s Fraud Team twice by email (on April 11 and April 18) and have followed up through **** Support. To this day, I have received no direct response from the Fraud Team, only generic rejections that do not address the full context of my case.
  
  My requests remain reasonable and fair:
  
  1. That **** acknowledge and directly respond to my case.
  
  
  2. That **** thoroughly review the documentation Ive providedincluding proof of payment, serial numbers, receipts, and ownership.
  
  
  3. That **** reinstate the standard 1-year manufacturers warranty or offer an equitable resolution, such as an exchange for unflagged items.
  
  I am not seeking any special treatmentonly the standard warranty coverage that should reasonably apply to these products. I am disappointed that **** has not engaged meaningfully so far, and I request that this case now be escalated for a proper review at the executive or legal level.
  
  I also have a full record of my conversation with the seller, confirming the sale and terms, which I am happy to provide upon request.
  
  Thank you for your attention to this matter.

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

  Business Response

  Date: 05/07/2025

  Responded to cust complaint via ******************** website
  ____________________________________________
  
  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** Chepura about the **** CAMERA ILCE7CM2B. The proof of purchase provided is not valid. We are unable to assist you with further warranty options or claims.
  
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/08/2025

  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:

   

  Better Business Bureau,

   

  I am submitting this as my final response to complaint ID #******** regarding Sony Electronics.

   

  **** has now submitted two responses, both of which are identical and dismissive, stating only:

   

  The proof of purchase provided is not valid. We are unable to assist you with further warranty options or claims.

   

  This is not a meaningful response and does not address:

   

  1. My legal ownership of the products.

   

  2. My full payment with proof.

   

  3. The fact that ***** system allowed registration of both items without any fraud warning.

   

  4. The fact that I relied on ***** own platform in good faith before completing the purchase.

   

  5. The emails sent to ***** Fraud Team, which have never been acknowledged.

   

  6. My offer to provide the seller conversation logs and any other evidence needed.

   

   

  **** has ignored the central facts of this case and refused to engage. Their continued refusal to acknowledge or address the situation demonstrates a breakdown in basic customer accountability.

   

  I am disappointed, but not surprised, by their unwillingness to resolve a situation where I, a legitimate and careful buyer, am being punished for another persons fraudulent conduct. Sonys behavior reflects a complete disregard for consumer fairness and due process.

   

  I request this complaint be closed as unresolved and that my case and Sonys response history be made publicly visible on Sonys BBB profile so that other consumers are aware of how warranty denials and fraud flags are handledeven when the buyer is completely innocent and transparent.

   

  Sincerely,

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

   
  

• Initial Complaint

  Date:04/21/2025

  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.

  In 2022, I decided to purchase a ************** along with a 4-year extended warranty from **** that included coverage for accidental damage. Unfortunately, for the past two years, I have been dealing with intermittent issues such as picture flickering and color distortion. Initially, I chose to overlook these sporadic occurrences, thinking they might resolve on their own. However, just yesterday, the problem recurred, prompting me to document the issue with both photos and videos. It became clear that the malfunction was related to the TV itself and not my streaming device, as the issue persisted regardless of the source. I also have photographic evidence from previous occurrences.I contacted **** customer support seeking assistance for this ongoing problem, only to be met with disappointment. They informed me that they had no record of my 4-year warranty and declined to assist me, instead directing me to reach out to B&H for further help. I reached out to B&H regarding my television issue, and they instructed me to get in touch with **** support directly to handle the matter. For your convenience, I have attached the invoice (along with pictures of my TV) that includes details about the **** four-year extended warranty I purchased from B&H.We must resolve this situation promptly, whether that means arranging for a repair of the television or obtaining a replacement unit. I appreciate your assistance in addressing this issue and look forward to your support in finding a solution. Thank you!

  Business Response

  Date: 05/01/2025

  Dear Dispute Resolution Services:
  
  Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ***** about the ******* XR75Z9K. The only way to purchase an extended warranty from **** is from the sales team or the protection plan website (*****************************************************), base on the invoice, purchase of the extended warranty belongs to the dealer not ****. Due to the fact that the unit is beyond the manufacturer's warranty, we regret to inform that we are unable to assist with the repair/exchange. 
  
  Sincerely,
  
  *** ****

  Customer Answer

  Date: 05/01/2025

  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:04/18/2025

  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 have returned 2 bluray players to **** 1 in January 1 in March both under warranty they sent the same shipping label for the 2nd one and claim it's lost with ***** both were picked up at my residence by ***** I have the emails and call logs they have repeatedly dropped calls and not called back numerous times I no longer want any replacements since these models are deffective a model 1700 and 3700 which they claim they can't find i am seeking a refund for both since the replacements will only be under warranty for the remaining time left on the effective models they break down after a few months of play I had the same exact problem with ** bluray they don't want to admit to the problem thier product has a replacement wouldn't do any good it would break down again but my warranty would be void at that time I have been trying to resolve this problem with no hope the 2nd model was new and only lasted 2 months from when I sent in the 1st one I have pictures of the calls I've had to make over and over because they have hung up or claimed we're dropped but yet they only called me back once

  Customer Answer

  Date: 04/23/2025

  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,
  
  ***** ********