Business Profile

Wholesale Electronic Supplies

Sony Corporation of America

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Please be advised that due to the high volume of complaints received for this business, BBB publishes 1 out of every 5 complaints handled through our conciliation process.

Complaints

This profile includes complaints for Sony Corporation of America's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

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.

Initial Complaint
Date:01/23/2025
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.
Since we purchased a new **** K-43S30 / BRAVIA 3 television from ******* on October 2, 2024, we have had multiple problems with the unit. I have called **** technical support several times in an attempt to repair these issues, but several problems are still occurring. Today (Wednesday, January 22, 2025) I called ****'s technical assistance phone line TWICE and was disconnected BOTH times, after an ***** begin assisting me. After the first time an ***** disconnected me, I asked the second ***** to first take my phone number, so he could call me back, in case I was disconnected a second time (which I WAS!). The second ***** never called me back. I also tried the company's "chat session" help, but could never reach an ***** there, either.Because I have already wasted a great deal of time trying to get our recently-purchased **** TV repaired, I would like for **** to either replace our television or refund the money I paid for the unit.
Business Response
Date: 02/05/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ***** about the *************** K43S30. **** contacted the customer, but it was directed to his voicemail. To discuss the case further, the 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 9 a.m. to 9 p.m. EST

Sincerely,

*** ****
Customer Answer
Date: 02/06/2025
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 called **** at the number they had left for me and spoke with "****," who gave new case# ******** to me and placed my call on hold (presumably for technical service), where I was on hold for 30 minutes and finally had to hang up! So, still no resolution and MORE WASTED TIME.

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

Sincerely,

***** *****

Business Response
Date: 02/14/2025
Dear Dispute Resolution Services:

Repair has been initiated, and the customer will be receiving further updates from the TV Service Experience Team.

Sincerely,

*** ****
Customer Answer
Date: 02/27/2025
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:01/17/2025
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.
The first time this happened was in *********** was not picking up the signals, they blame my TV antenna for having a weak signal, I have two other TV's working perfectly fine on the same antenna, it's not a signal problem, You change from one channel to another and then go back to the channel that wasn't working now the channel comes in perfectly clear and you still have the banner on the TV saying there is no signal so that TV's got a problem if it's showing me the signal and it's still telling me there's no signal. On 1-14-2025 It did the same problem and worse, This time the remote control was completely voided Not one button functioned on it even the power didn't work, Then the TV turned off by itself I'm guessing it's sort of rebooted probably Then it started working. When I called today they did the same thing as they did last time they check it remotely and say everything's working fine now, They blame my antenna like the first time and this time for the remote not working they blamed the batteries but the remote is still working the next day and it's the same batteries, ******* is 11 months old they're just waiting for warranty to end after a year then they'll say sorry about your luck *** your warranties done but this is a problem that's been ongoing that they haven't been addressing And still refusing to deal with the problem !
Business Response
Date: 01/31/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ****** about the *************** XR65X90L. It has been determined that the TV is working within specifications. **** is unable to offer either repair or exchange since there is no hardware failure on the unit. ****'s statement is final and will not change.

Sincerely,

*** ****
Customer Answer
Date: 02/03/2025
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:

They determined that the tv is within working specifications without even coming to examine the TV is working properly , if the tv is showing the channels and the banner at the bottom of the screen is still slaying There is no signal, That is not functioning normal in my opinion, if you're watching TV you shouldn't Have the banner at the bottom of the screen telling you there's no signal. That is not A TV that is functioning normally. The banner saying there is no signal should only appear when there is no signal not when you're watching TV. I added two pictures with the tv on and functioning normally with a good signal but still you have the banner saying no signal how can that be a tv that is functioning normally, **** is just extending this problem so they can say sorry your warranty is over they have a month to drag it out And be able to say sorry your warranty is over your past your one year ***** This is the behavior of a shady company not living up to the standards of fixing a defective product. I thought **** was a respectable company ,apparently they are not they are just the bottom of the barrel trying to s**** the consumer over and not respecting their warranty.

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

Sincerely,

***** ******

Business Response
Date: 02/13/2025
Dear Dispute Resolution Services:

****'s statement remains the same, regardless of whether the customer continues to dispute it or not.

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:

Their response is not a response from a company that cares about their product or their clients, I guess they're just the bottom line company nowadays just Interested in making a quick ***** to h*** with the clients and the quality of there products, They just don't care.

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

Sincerely,

***** ******
Initial Complaint
Date:01/14/2025
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 am writing to formally file a complaint against **** regarding the mishandling of refunds for two of my orders: #******** and #********.The situation arose when I received an incorrect lens for Order #********. Upon receipt of the incorrect item, I promptly initiated a return, clearly outlining the issue in my correspondence. However, upon ***** receipt of the returned item, I was informed that my refund request was rejected on the grounds that I had returned the wrong lenswhich was the very basis of my initial ************ addition to this, **** has yet to address the refund for Order #********, further compounding the issue.The sequence of events is as follows:1.Order #********: I received the wrong lens, returned it promptly, and was subsequently informed my refund was denied for returning the same incorrect lens sent by *****2.Order #********: No refund has been processed or addressed for this order.This mishandling has caused significant inconvenience and frustration. I believe my actions have been reasonable, transparent, and in full compliance with ***** return policy. Therefore, I am formally requesting an immediate resolution to this matter. Specifically, I demand that:1.A full refund for Order #******** is issued, as the error was on Sonys part.2.A full refund for Order #******** is issued promptly.If this issue is not resolved satisfactorily, I will have no choice but to pursue further action, including filing complaints with consumer protection agencies, disputing the charges with my payment provider, and seeking legal remedies if necessary.I trust that **** values its customers and will resolve this issue swiftly.
Business Response
Date: 01/27/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ******** about the ordered **** Lens SEL1224GM. Since there is a chargeback for this, the customer has to coordinate with his financial institution directly. If the customer has further concerns, he has to contact **** Sales Team directly. Only they will be able to handle the case. 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,

*** ****
Initial Complaint
Date:01/14/2025
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.
This is a formal complaint regarding a known defective TV model. I am requesting a full refund for the TV and accompanying products that I purchased to provide a fully integrated audio/visual system. I attached a DRAFT correspondence which includes a chronology of events to assist you. Please let me know if you need anything further. Thank you for your help.
Business Response
Date: 01/28/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *** ***** about the *************** ******** **** is not refunding for any of the customer's **** products as there is no actual defect with the product, and the concern is more of a preference of setup and device control. Refund is in fact not part of the warranty. ****'s statement stands as it is. For any concerns, the customer has to reach out to **** TV Service Experience Team.

Sincerely,

*** ****
Customer Answer
Date: 01/31/2025
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:
After multiple troubleshooting attemptsincluding a full TV replacement**** Technical Support informed me that the freezing issue was a known problem being worked on. However, **** could not provide an estimated resolution timeframe. As of today, the issue remains unresolved.
To ensure the system was not impacted by external factors, I took several additional steps, including upgrading my ******* Fios cable box and having a ******* technician verify signal strength. These measures confirmed that the issue was not related to my service provider. **** was made aware of this early in our discussions.
On December 17, 2024, **** Technical Support suggested disconnecting the soundbar as a potential solution. However, as this would compromise the intended functionality of my system, I expressed that this was not an acceptable resolution. Technical Support then offered to send an **** CEC-less adapter as an alternative fix, but as I communicated in my email on December 30, 2024, this did not resolve the issue.
Throughout this process, the TV Service Experience Team remained in contact with Technical Support. At no point did Technical Support indicate that my setup was causing the problem. It was only after I informed the Experience Team that the **** CEC-less adapter was ineffective that they suggested the setup itself might be an issue. Please reference the attached/pasted email from ***, TV Service Experience Team, ************ dated January 8, 2025) regarding this matter.
****s response to my BBB claim directed me back to the TV Service Experience team, a group I had already been working with extensively. Given that this team has not yet been able to resolve the issue, I do not find this response to be a meaningful step forward.

When I purchased this system, I was not informed that it had known unresolved issues or that I would need to modify my setup (or purchase an additional universal remote) to achieve proper functionality. Given these circumstances, I believe a more appropriate resolution is warranted.
I have refrained from taking legal action or sharing my experience on public platforms in the hope that **** will conduct a proper investigation. I respectfully request that **** re-evaluate my case and provide a meaningful solution.
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Business Response
Date: 02/12/2025
Dear Dispute Resolution Services:

Only the *************** Experience Team would be able to handle the case. The customer has to contact them directly for any concerns.

Sincerely,

*** ****
Customer Answer
Date: 02/14/2025
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:

****'s response to the claim directs me back to the group I was working with prior to submitting the claim. As clearly reflected in the attachments I provided, I worked with the TV Service Experience Team to try and resolve the issues. Unfortunately, the TV Service Experience Team was unsuccessful. Since the time I issued the claim, I have also purchased a universal remote control as they suggested in their last e-mail. The universal remote control did not resolve the issues.
Instructing me to continue working with this team is an unacceptable response. The claim needs to be escalated within **** to provide an acceptable resolution.

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

Sincerely,

****** *****
Initial Complaint
Date:12/19/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have spend a lot of money with them and I got logged out of the account and now they are saying I cant speak with a assistant I have been trying for days and nothing
Business Response
Date: 01/02/2025
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ******. Playstation is a separate entity; we do not have an access to their database. The customer has to course his concern directly to them via ************************************** or call **************.

Sincerely,

*** ****
Initial Complaint
Date:12/17/2024
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.
We purchased qty: 2 TVs on November 14, 2025; BRAVIA 3 75 class LED 4K and BRAVIA 8 55 class OLED 4K. Only one TV (75) arrived and we reached out to **** about not receiving our other TV. Also we paid for warranty & damage protection for a TV that hasn't made it to our resident. We provided all the information as far as the purchase receipt and the receipt upon receiving only our one TV. It has now been over a month and there has been no resolution. The only thing that's being emailed back is that its still under investigation. I'm not understand when a customer pays for a product and it doesn't reach the customer that we still have to wait for **** to get done playing with our order. It doesn't take a month to figure out what happened to a TV and even if so we already paid either ship another one or since **** partnered up with Best Buy allow us to pick up the TV we paid for. I also dont understand that they told me that it might take longer because of the holidays, but I purchased my TVs before the holiday and now I have to wait until after the holidays to receive my TV. I have shown them that I only received one TV. I shouldn't be without a TV because of someone else's mistake. I've asked the representative to give me a call, but she continues to email me. I am just amazed that I have to just wait it out when I've already giving up my money.
Business Response
Date: 12/31/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ****** about her online order through ****. **** Sales Team has processed the refund, and the customer has been been updated. The refund will reflect via the original form of payment, normally within 1-2 business days or depending on the bank. If the customer has further concerns, please contact **** Sales Team directly.

Sincerely,

*** ****
Initial Complaint
Date:12/10/2024
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.
**** is discontinuing their **** Rewards program in December 31st, 2024. Any rewards need to be cashed in by that date. I went online and used my rewards points ($116.45) worth forva blue ray player. Six days later they said that product was out of stock. I then tried to use the points for a set of ear buds and it said that was out of stock. Now due to repeated errors from their web site, I cannot order anything without getting an error after inputing the credit card info for the $.64 balace to ship. These points convert to playstation credits if not redeemed. At 71 years old I don't think playstation points are a solution. I will file a lawsuit if these points are not redeemed or a check for the dollar value is issued.
Business Response
Date: 12/24/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ****** about the **** Rewards. ************ is a separate entity; we do not have an access to their database. The customer has to course his concern directly to them via *****************************************************.

Sincerely,

*** ****
Initial Complaint
Date:12/10/2024
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 **** ********* from ******. After I registered it **** sent me an email offering me their protection Plus warranty. Since this was the most expensive TV I have ever purchased in my life I decided to go ahead and splurge and get a very expensive warranty. I don't recall the exact price but it was over $200. The only reason I did it is because I was assured once the manufacturer warranty expired, their warranty would begin and cover the TV 100% if damaged or broken, without limitation. Sometime in the last week of November my TV was damaged. I contacted **** protection Plus, the first *** told me that I was covered and that the steps would be either repair or ***lacement and someone would be in touch with me within 24 to 48 hours. I expressed my disbelief that this TV could be repaired and the *** told me that claims would be in touch with me. No one ever contacted me so 48 hours later I called them again. I spoke to a different person. Was told the same thing and I told this person I did not think the TV could be repaired and wanted it ***laced. They said claims would be in touch with me within 24 to 48 hours. It's been over a week and I have not heard anything I have reached out to this company four times over the phone and each time no one speaks English to the point where you can understand what they're saying and I've also contacted them by the email thread that they originally sent me five times. Still no response by **** via email text or phone. At this point in time the only thing I will accept is a full ***lacement of this tv. Because there is no way it can be repaired and I am not going to waste another week or longer by having someone come out to my house and tell me that they can't fix it further delaying this already frustrating situation. I've been without a TV for going on over a week but even beyond that I have no clue as to how I'm supposed to get a ***lacement TV on a policy that I paid for that clearly states full ***lacement.
Business Response
Date: 12/24/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******** ******* about the *************** KD65X85J. Customer is filing an extended warranty claim, and the relevant support for this is **** Protect. **** Protect is a separate entity, so the customer has to contact them directly at ************** or send an email to *********************************************. ****'s statement stands as it is.

Sincerely,

*** ****
Initial Complaint
Date:12/03/2024
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 have been sent in circles and am getting no responses after answering the questions. I contacted **************** via chat 3 times. They all told me to call so I did. **** customer service started a claim number but I don't know it as they didn't send it in the email. Both times I called, they told me to fill out the form. The second time they told me to refill it. I filled out the form once November 12th to *******. I then called again and filled out the requested form on November 22nd by ***** ******. Both of them I didn't receive a response after filling out the requested form.I provided detailed photos, descriptions and I am looking to have my **** camera sent in and these issues fixed as soon as possible. I am being sent in circles and since I purchased the camera out of the box it has had issues. I have answered every possible question from them so please refer to the emails for the information so I don't have to answer them again but can send the camera in to get fixed. I have spent so much money on **** would please like good customer service and communication so this can be resolved.
Business Response
Date: 12/18/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ******* about the **** Alpha Digital Camera ILCE7RM4A. Customer is filing an extended warranty claim, and the relevant support for this is **** Protect. ************ is a separate entity, so the customer has to contact them directly at ************** or send an email to *********************************************. ****'s statement stands as it is.

Sincerely,

*** ****
Customer Answer
Date: 01/27/2025
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:

Hello. My issue has not been resolved and it is really exhausting. Thank you for helping.

The reference number is # ********

They initially responded after I made the complaint to you guys but all they did was send over the exact same automated form for me to fill out. I have filled out the form over 6 times now. They have requested a different photo format of jpeg stating that is why they can't move forward because they aren't able to see the photos. I sent them the correct format and then they didn't respond again. I then retook all photos again just to be sure the files weren't corrupted. I then reuploaded these new photos and sent them everything they needed. They have not responded. I have attached screenshots showcasing they are the correct format and that I did respond and fill out their info. I really need to send in my gear to be fixed and I have no idea why **** is making this impossible. Please help and thank you. I have been emailing them for months now about this. Thank you for your help. They are saying they can't see these photos of the camera and so I added them to this email to show they are jpeg just as they are asking and it is working great.

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

Sincerely,

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

Business Response
Date: 02/05/2025
Dear Dispute Resolution Services:

Sony Protect is a separate entity; we do not have an access to their database. The customer has to contact them directly at ************** or send an email to *********************************************. ****'s statement stands as it is.

Sincerely,

*** ****
Customer Answer
Date: 02/09/2025
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 have filled out the response many times with jpeg format to get my camera worked on. There has been no steps to make that happen other than the template I've answered. There response to you guys, again, made no attempt to fix it.

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

Sincerely,

****** *******
Initial Complaint
Date:11/25/2024
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.
In December 2022, I purchased **** XM5 headphones that experienced a component failure less than a year later (October 2023). I opened a case (********) and **** replaced them under a manufacturer's warranty. The new XM5s however experienced the same exact failure (right audio stopped working) and while researching the issue on **** support boards, found out this is a known issue. This time, **** only covered the item for 5 months instead of the usual 12 months. **** is knowingly producing defective products, as now two XM5s have had the same exact failure. Additionally, I have a set of XM3s, an earlier model, which are several years old, and have not had any issues with that headset. These are expensive headphones and **** is shipping out items with known component failures.
Business Response
Date: 12/18/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ******* ******** about the **** Headphones WH1000XM5/B. **** processed an exchange on October of 2023, and the warranty of the replacement is either the remaining warranty of the original unit or 90 days, whichever is longer, as indicated in the warranty card. The unit is already past both the given time period. **** is unable to honor the customer warranty claim or provide any accommodations. ****'s statement is final and will not change.

Sincerely,

*** ****

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