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Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Electronic Supplies.

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

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/26/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 company does not honor warranty claims on their products. They put the customer in a state of limbo with levels upon levels of customer support, promising callbacks that never come. We have a soundbar subwoofer that does not work correctly. We have troubleshot this through 3 different levels of customer support, starting three weeks ago. I was told over a week ago that their engineering department would get back to me within ***** hours and I called today and found that engineering still has done nothing with my issue. **** is doing nothing to resolve the faulty item. My ticket # is ********.

      Business Response

      Date: 11/04/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Soundbar HTZ9F. **** offered buyback as one-time accommodation. Customer accepted the offer.

      Sincerely,

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

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased XZR65X90CJ 65' TV December 2021. The screen began to flicker and distinct lines began forming vertically and horizontally. Issued a warranty claim with **** and they said a new TV was being shipped by CEVA Logistics. They claim it was shipped on October 7th, 2022. I am writing this on October 24th, 2022. The **** Concierge representative has provided inaccurate data from the beginning. CEVA Logistics doesn't pick up the customer service line and their tracking software is bottom tier. I have had suspicion that this is a scam and I'm worried that I won't receive a replacement and they have my credit card information. I want this to be resolved by ****.

      Business Response

      Date: 11/04/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the *************** XR65X90CJ. **** Concierge is having correspondence with the customer regarding the delivery of the replacement. For concerns regarding the exchange, customer has to continue reaching out to **** Concierge via email or phone call at ******************************* (**************); Mon-Fri 8 AM - 5PM PST.

      Sincerely,

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

    • Initial Complaint

      Date:10/25/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 **** on several occasions to resolve an issue with a tv we purchased. **** sent a repair person out to resolve the issue by replacing the motherboard and it did not fix the issue of the tv intermittently rebooting in the middle of watching it. I was told it was not a motherboard issue and that ****'s engineering team is sending out an update soon to fix the issue. I called **** customer service and spoke with a **** on 10/20/2022 at approx 2:15pm EDT and he stated that the engineering team stated that there is nothing to fix or replace and that they would be replacing my tv with a new XBR 65x90J which is a similar model and would be calling me back in 2-3 business days to resolve. I received a phone call on 10/24/2022 which I missed due to work and called back speaking to a ************ believe at approx 5:41 pm EDT. She stated that they will not be replacing my tv and that I would need to wait for their engineering department to send an update out to fix the issue. When asked when the issue would be resolved she stated that there was not a time set to date. I called back to speak with customer service about 20 mins later to see if that was the incorrect resolution and was told that they need to check with the engineering department again and that they would reach out in another 2-3 business days. I would like for **** to honor their conversation and replace the tv. I was informed by both reps that this is a known issue for this tv. My wife and I both work in Healthcare with a toddler and it is difficult for us to keep reaching out to get this settled.

      Business Response

      Date: 11/04/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the *************** XBR65X90CH. **** reached out to the customer and offered exchange as one-time accommodation. Customer accepted the offer. We will initiate exchange once replacement unit becomes available.
       
      Sincerely,

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

    • Initial Complaint

      Date:10/21/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 *************** (XBR75X950H) 4K HDR **************** from Best Buy on October 16, 2021. TV broke on October 12. Called **** on October 13 to make a warranty claim. Was given a case number and sent an email on that day to upload the proof of purchase. Was unable to upload it through their system until October 21. They told me that is out of warranty based on the day I was able to upload the proof of purchase, even though I opened the claim on October 13! Attached documents clearly show the day I made the purchase and opened the claim. They will not change their mind. Disgraceful way to do business.

      Business Response

      Date: 11/02/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************************* about the *************** KD55X80J. To discuss the resolution, 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,

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

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Answered
      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.
      **** denied my legitimate warranty claim for my WH-CH710N wireless noise canceling headphones. I purchased the headphones for $100 less than 60 days ago, and a piece of plastic that covers a wire has already broken with normal use (I take very good care of my electronics). **** said they don't cover "physical damage," even though the damage is a result of a hardware manufacturing defect (weak plastic). Looks like I won't be purchasing any more **** products in the future. The quality of their products has degraded since they stopped manufacturing in *****, and they don't honor warranties for their inferior products.

      Business Response

      Date: 11/02/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********************* about the **** Headphones WHCH710N/B. To discuss the resolution, 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,

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

    • Initial Complaint

      Date:10/20/2022

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 4/17/2022 I purchased a **** Xperia 5 III from Amazon.com. On 10/15 said phone developed an defect where it will not connect to a computer. I called **** on 10/15 to initiate a RMA/Warranty repair, I was told that it could take up to 24 hours to get the shipping label. Called 10/16, found out the 1st agent messed up my email and was told wait 24 hours. Called 10/17, was told it takes 24 business hours. Called 10/18, told the label was created and it will be emailed within an hour, called an hour later they said something got messed up wait 24 hours. Called 10/19, they don't know why the email is not being sent. I requested that they call me by by 3p CST.

      Business Response

      Date: 11/02/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the Sony Mobile Phone XQBQ62. **** dealt with the customer; case is being worked on.

      Sincerely,

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

      Customer Answer

      Date: 11/03/2022

      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]

      As of 11/03/2022, I am still waiting to hear back from a manager named ****** on the status of my phone. According to **** they have been trying to get ahold of SBE (repair providers) since Monday 11/01/2022, with no response.  The whole process has been one issue after another. This extend delay in service has placed me in a bind where I will soon need to buy a brand new phone for my photography side business.  My complaint can not be resolved until I have either my phone repaired or new Xperia 5 III. 

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 11/24/2022

      Dear Dispute Resolution Services:

      Sony processed exchange as one-time accommodation. Customer received the new phone on 11/9/2022.

      Sincerely,

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

      Customer Answer

      Date: 11/29/2022

      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:10/20/2022

      Type:Billing Issues
      Status:
      Answered
      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 tried to log in to **** rewards using my ******************* account and it says I am not eligible. This is not true, I am eligible for **** Rewards, because I bought a copy of a **** movie "Bullet Train" and inside the package was a flyer telling me I can link my **** account to **** Rewards and to Movies Anywhere (where I also have an account). Someone needs to fix this, and the web site has ZERO helpful information about who to contact or how to rectify this situation. Please see the attached screen shots showing the problem. *****

      Business Response

      Date: 11/02/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************************** about his **** Rewards concern. **** Rewards is a separate entity. Thus, we don't have an access to their database. Customer has to reach out to **** Rewards via ****************************************** 

      Sincerely,

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

    • Initial Complaint

      Date:10/17/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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 WI-C400 Bluetooth headphones from **** as I have always preferred the quality of **** products instead of cheaper wireless earphone available in the market. In this case, I paid more than $100 and now only 3months after the purchase of the unit, it has stopped working.My discussions with **** customer service have not yielded any solutions. Im requesting an exchange of the unit with another unit.

      Business Response

      Date: 10/31/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ************************* about the **** Headphones WIC400. **** contacted the customer and helped him with his concern. If valid proof of purchase is received and unit is confirmed in warranty, **** will proceed with exchange.

      Sincerely,

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

    • Initial Complaint

      Date:10/14/2022

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Name: *************************** Date of Purchase - Gift card - 7/26/2022 Order #: ********* Date: Jul 18, 2022 ************ ******************* Noise-Cancelling Over-the-Ear Headphones - Black BBY-BB21533012 The gift receipt and Order confirmation has been uploaded. I purchase **** Headphones through a third-party vendor Perpay _ **** *** Business.The item was purchased with a gift receipt Issue: There is a software issue with the headphone's Bluetooth. The headphones will not stay connected via Bluetooth I have a two-year warranty and **** is not honoring or proceeding with help. I have been speaking with different phone tech agents via phone since September 26, 2022.Nothing has been resolved nor have they been helpful. They have the information they need to process as I am advised by **** ***. I requested a supervisor who I spoke with named **** on 10/12 or 10/13 - not sure if it was actually a supervisor because he did nothing. He stated I would get a call back 1-2 days, but never received a follow-up.I called back on 10/14 - spoke to a ***, who did not transfer me to a supervisor, but proceeded to tell me I needed another receipt showing a single price. (****).I explain to her, this is a gift receipt purchased using a gift card and gift receipts do not show a price. I have sent3 receipts to **** and they are asking for a single receipt showing the price of the single item for the headphone. Since this was purchased using a gift receipt, **** *** ( phone conversation from 10/13/2022) is unable to provide me a single receipt showing a breakdown o the price.I have spoken with Both **** *** Business and Perpay who both told me the items were purchased with a gift card. They cannot produce a single receipt.

      Business Response

      Date: 10/26/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *************************** about the **** Headphones WH1000XM4/B. **** dealt with the customer and offered exchange. Customer accepted the resolution.

      Sincerely,

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

      Customer Answer

      Date: 11/09/2022

      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:10/12/2022

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hi,Last week **** released a firmware update for their Blu-ray player model UBP-X1100ES and I performed the update as intended. After the update the player went to a boot mode and it's not operating anymore. I contacted the support team and they said the player has to be send in for repair and I'm responsible for the fees! This is by no mean my fault. I need my player to be fixed by **** under warranty.

      Business Response

      Date: 10/24/2022

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *********************** about the **** Blu-ray ****** UBPX1100ES. **** dealt with the customer and explained that without proof of purchase to confirm that the unit is in warranty, **** is unable to proceed with exchange or any accommodation. Also, customer mentioned that he already disposed the unit out of frustration. We regret, but the more **** is unable to continue with customer's claim. ****'s statement stands as it is and will not change.

      Sincerely,

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

    Sony Corporation of America is NOT a BBB Accredited Business.

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