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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/05/2025

      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 record player via the **** Store on ****** on July 2024. It was purchased at that time due to a sale. After opening the record player recently, the rpm and dust cover hinges were not present. I contacted **** on 1/13/25 and a case was created (ref case #********). The agent stated the purchase date would not be an issue due to the date falling within the 1-year warranty period. After providing proof of purchase **** Support is now saying they will not provide the missing parts because it was not reported within 30 days of purchase, despite there being a 1-year warranty and extended warranty that I purchased. I need **** to honor what they originally stated and provide the parts that were not packaged. I requested an escalation and Support has yet to respond or send the parts that were missing.

      Business Response

      Date: 02/18/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ********* about the **** Turntable PSLX310B. **** contacted the customer and advised her that the missing parts will be ordered, and the customer will get the parts in the next couple of days.

      Sincerely,

      *** ****

    • Initial Complaint

      Date:02/04/2025

      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.
      On November 26th 2024 I was sent a damaged television via shipping and a replcement was authorized. The replacement arrived December 20th 2024 and was also damaged. A return/replacement had been authorized at which I choose to just return the television. Since Dec 20th I have sent several emails, online support chats and phone calls to ****. Emails have been left unresponded to, and the other lines of communication always had the same result "we are trygint o find out why the return hasnt been processed and will let you know when we know what is goig on" etc. Its been now more than a month and a half and im left with a giant television )85inch) sitting in a box in my living room. While the return has been approved they continue to act in ********* by not picking it up and processing the final return. I do have all the email communication and transcripts of all text and chat conversations to support this claim if needed. Thank you for your help.

      Business Response

      Date: 02/18/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ******* about his online order through ****. The sales team is working on the customer's concern, and only they will be able to handle the case. The customer has to contact them directly. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will stand as it is.

      Sincerely,

      *** ****

    • Initial Complaint

      Date:02/03/2025

      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.
      The headphone battery dies a few months after warranty expiration (1 year). This is not acceptable. And this is very common for many users

      Business Response

      Date: 02/14/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from Figo *** about the **** Headphones WFLS900N. **** dealt with the customer, and she stated that the unit was purchased around March of 2023. Due to the unit is out of warranty, **** is unable to honor the customer's warranty claim or provide any accommodations. ****'s statement is final and will not change.

      Sincerely,

      *** ****

    • Initial Complaint

      Date:02/03/2025

      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 pair of **** LINKBUDS S instead of purchasing Apple AirPods in hind site I definitely should have purchased *****. In any case, It has been about a year since purchase and the LINKBUDS are not working. The issue is Bluetooth connectivity. After attempting to trouble shoot on my own and not succeeding I contacted **** for assistance. **** was no help, all **** did was take my personal information and send me a link to provide proof of purchase. No further assistance, no further options. Its hard to believe **** products and customer service is this bad. I will not purchase any products with the Apple, Beats by ***, ****, etc. Only to have such a poor experience with **** cant assist me and replace or repair a product I paid ******, ( over ****** how ***** is that) I will never in my life purchase from them again.

      Business Response

      Date: 02/14/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ********* ****** about the **** Headphones WFLS900N/B. **** will not be providing a resolution. The customer sent invalid documents. If he has questions, he may contact **** Security at *********************** ****'s statement is final and will not change.

      Sincerely,

      *** ****

      Customer Answer

      Date: 02/17/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      Im not satisfied with the business response and choose to keep the complaint unresolved. 

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:01/31/2025

      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 **** ILCE-RM4A in December of 2021. I signed up for their email list and made an account but never received any notice of any updates. Ive been having some problems with it recently and saw there was a firmware available. I spent days trying to update the firmware and have done this easily for other camera brands. I wasnt able to do it . I contacted their support on January 27th and spent some time telling them I thought there was a problem with their update and a compatibility issue with updating the firmware with current computers. I was told by tech support that I needed to find a mac that had Operating system 12 to be able to update the firmware. That operating system came out before I bought the camera and has not been around since 2022. I told them to please escalate the case and find a solution. I was referred to **** customer relations and explained the problem. They told me I needed to find an old computer and that maybe a public library would have one. This is ridiculous and unprofessional. This isnt even an old camera, they still sell it brand new.

      Business Response

      Date: 02/13/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** **** about the Sony Alpha Digital Camera ILCE7RM4A. 
      The customer has to refer to this link regarding the downloading of the software update: *********************************************************************************************************. If the customer is unable to download due to incompatible downloading device, she may send the unit to our authorized servicer, Precision Camera, for out-of-warranty service option. Their phone number is **************. **** is unable to provide any accommodations due to the unit being well out of warranty. ****'s statement is final and will not change.

      Sincerely,

      *** ****

      Customer Answer

      Date: 02/18/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

      Its ridiculous that I would need to find a 5 year old computer with old software to make this update to a camera that is still being sold new. **** could easily make the adjustment to the firmware so that a current day computer could update it. Most firmware is updated via sd card, not in this archaic way. This laziness and ineptitude makes a $3k camera useless.  They clearly dont care about their customers.  Their message demonstrates this clearly.  I wont be buying any more **** products.  Fuji here I come  

       

       

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


      Sincerely,

      ****** ***




       

    • Initial Complaint

      Date:01/31/2025

      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.
      Company processed a warranty replacement after receiving my original **** ear buds WF1000XM5/S that were $300 , after inspecting them and ****** them defective, they sent out a new pair but to the wrong address, I never received them and they do not want to refund me the money or send out a replacement based on their mistake .

      Business Response

      Date: 02/13/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ****** about the **** Headphones WF1000XM5/S. 
      To be able to continue with the case, the customer has to provide the proof of purchase. If he has questions, he has to contact 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 9 AM to 9 PM EST

      Sincerely,

      *** ****

      Customer Answer

      Date: 02/17/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      I need either a refund or replacement

       

       

       

       

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


      Sincerely,

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




       

    • Initial Complaint

      Date:01/31/2025

      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.
      My husband purchased a brand new **** 4K ******* model # K-65XR60 on September 14, 2024. In November the television kept freezing for about 1 minute and then turn off by itself and then reset while we were television either cable or streaming. This would happen several times a day. We called **** *** and they stated that we needed to call the **** warranty department. We called and received a return call to set up a date for the service. I told the technician that the television was mounted. He stated that he couldn't service it in that position and it had to unmounted. After a few back and forth phone calls, we contacted **** *** since they originally mounted the television. Upon calling **** ***, we were told that we had to pay $150 for them to unmount and then remount the television. This is a cost we feel as if should be waived since we were sold a defective television. The timing of servicing the television and remounting the television was well past a 30 day span. Meaning, that our tv would be leaning up against the wall inoperable because there is no tv stand. We wanted **** to just replace the television since it is practically brand new and they refused.

      Business Response

      Date: 02/13/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** **** about the *************** K65XR80. The customer confirmed that the TV was successfully repaired. 

      Sincerely,

      *** ****

      Customer Answer

      Date: 02/17/2025

      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:01/30/2025

      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.
      On August 25, 2024, I purchased a pair of **** WH-1000XM5 headphones from Best Buy for $299.99 (plus $24 in tax). Because these are an expensive pair of headphones and I carry them to and from work, I always transport them using the provided carrying case that **** provided included with the headphones. After 5 months, I noticed that the **** carrying case was causing material to come off of the headphones. I contacted customer support and filed a warranty claim (given the 1 year included warranty). I provided proof of purchase and pictures of the issue. I was contacted today saying that the warranty does not cover this damage. However, because I am not at fault from damage caused by the **** provided equipment (the carrying case), it should be covered under the warranty.I am asking for a refund of the amount I paid or a replacement pair of headphones.

      Business Response

      Date: 02/12/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ****** about the **** Headphones WH1000XM5/B. **** determined that the issue is related to cosmetic/physical damage, not covered by warranty. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

      Sincerely,

      *** ****

      Customer Answer

      Date: 02/13/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

       

       

       

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


      Sincerely,

      ***** ******




       

    • Initial Complaint

      Date:01/29/2025

      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 ************** from Best Buy on 2/24/24. In the fall of 2024, I started noticing black splotches on the screen. (The tv is mounted on the wall.) They are not dirt or dust on the screen, they are within the screen. Upon opening a case and sending all evidence that **** requested, their finding is that it is dirt/dust that came in through the back of the tv. Total nonsense/bs since this is not happening to other TVs in the house. I went to Best Buy to get their opinion and they stated that it is a pixelation issue. Their Geek Squad cannot help me right now because the tv is still in the one-year manufacturer's warranty. So, I called **** again to try to get them to send someone out to look at the tv. But once again, they insist it is dust and there is nothing they can do about it. I am furious. What is the point of having a warranty that they're not going to honor. The customer service *** basically told me that I'll have to buy a new tv. Like I can afford to do that -- and I shouldn't have to buy a new tv less than a year after this purchase. She was horrible, totally unprofessional. I have never been so angry with a company. I told her that I am escalating to the BBB and *********. Never, ever will I buy another **** product. Is there anything at all that you can do to assist me with this matter? Thank you.

      Business Response

      Date: 02/21/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** **** about the *************** ********* It has been determined that the TV has dust in the panel; foreign material in the TV is not covered by warranty. The customer may contact ************** if she has further questions, but ****'s statement is final and will not change.

      Sincerely,

      *** ****

    • Initial Complaint

      Date:01/23/2025

      Type:Delivery 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 am filing this complaint to report ****'s mishandling of a package delivery issue.On December 9, 2024, I purchased a pair of WH-1000XM5 Wireless Noise-Canceling Headphones (Silver) for $328.49 (Order Number: ********). The package was shipped via ***** (Tracking Number: ************) and marked as delivered on December 13, 2024, to my address at *************************************************************************************. However, the package was delivered to someone else's home, a location I do not recognize.The ***** tracking system provided a delivery photo that clearly shows a door that is very different from my own. The evidence from the picture includes:(1915.jpg is the deliver address, screenshot.png is from ***** website)The doors are different colors.The welcome mats are completely different.There are no such plants in front of my house.Despite providing these clear pieces of evidence to ****, the issue has not been resolved. Over the past month, I repeatedly explained the situation to ****'s customer support team. Instead of ************************* the problem or offering a refund, **** refused to take responsibility, closed the case, and told me to file a police report.This is not a stolen packageit is clearly a case of misdelivery to the wrong address. Filing a police report is inappropriate in this situation because the package was not stolen from my property; it was never delivered to me in the first place.Even after explaining that this is not a matter for the police but rather an error in delivery, **** responded by stating they could not do anything further. I'm requesting **** to refund me with full amount of money immediately .

      Business Response

      Date: 02/05/2025

      Dear Dispute Resolution Services:

      Thank you for contacting Sony Electronics **** regarding the complaint your office received from *** **** about his online order through ****. The package was successfully delivered to the address requested on the order. Stolen package/unit is not covered by the warranty. **** is not unable to honor the customer's refund request. Should the customer has questions, he has to contact **** Direct Sales Support. Just to set proper expectations, any information that the customer has obtained and will be obtaining from the said department will remain as it is.

      Sincerely, 

      *** ****

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