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

Customer Complaints Summary

472 total complaints in the last 3 years.
184 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:11/18/2024
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.
****s Breach of Promise and Deceptive Practices in Case #******** To whom it may concern,I am filing a complaint regarding ***** mishandling of Case #********, involving a promised refund that remains unfulfilled, and a pattern of deceptive practices.Background:On October 6, I ordered a **** A95L TV. I then added a speaker and subwoofer, based on ***** promise of a $350 bundled refund once the items were delivered. I spent thousands of dollars trusting this commitment. However, after multiple follow-ups, I received only $108.60far less than promised. Repeated attempts to address this with ***** representative, ******, were met with inconsistent and evasive responses, with him flip-flopping on whether I would get the full refund.On October 23, ****** acknowledged that $369.80 was owed, but communication remained inadequate. After additional delays, on October 30, he informed me I could return the sound system but would need to supply my own shipping boxesan unreasonable demand, as I had discarded the packaging based on ****s assurances. Efforts to escalate were denied, and I was continually redirected back to ******, despite my requests for a higher-level representative. Recently, he left a voicemail that offered no resolution and instead added further frustration.Requested Resolution:1.Immediate fulfillment of the $369.80 refund.2.A formal review of ****** and ****s financial department for their unprofessional conduct and lack of transparency.3.Compensation for the inconvenience, emotional distress, and deceptive practices that led me to make a large purchase based on false assurances.****s actions suggest manipulation to secure high-value sales without honoring promises. I am seeking a prompt resolution to restore my trust.Sincerely,Iridyan ******* ************************
Customer Answer
Date: 11/18/2024
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:11/08/2024
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.
My name is ***** ****, I purchased a **** A7C camera on ******** on Aug 7, 2024, order number ********. For a total of $1741.99. I received the package on Aug 12, however, the shipping package was squeezed and wet. Because I am worried about the wet damage of the camera, I decided to return it immediately but to avoid any potential issue, I have video recorded the unbox procedure, which clearly shows the camera box was wet stained and also shows the ** and model number inside the recorded video. The video can be accessed publically at ******************************************************************************** ng. I returned the unopened defective item on Aug 13, with ***** tracking number ************, as shown in the **** return instruction email sent on Aug 12. **** received the refund on Aug 16, 20. However, **** refused to issue the refund, as I have been told that they received the return camera with a different ** number. **** has not responded to me in any email after I sent them the recorded video showing the camera ** I originally received. I don't know what the original ** number should be, but the ** number I received is S01-6155394-J, model number ILCE-7C/SQ, which is shown on the recorded video and also shown on the **** return instruction email (attached). I don't have any other **** camera on hand and the one I returned is the only one I received on Aug 12. I would like **** to issue the refund to me ASAP. Since it has been 3 months already, and **** cannot just take my money after receiving the defective product you mailed to me originally.
Business Response
Date: 11/21/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** **** about the ordered **** Alpha Digital Camera ILCE7C/S. Since there is a chargeback for the order, the customer has to coordinate directly with his financial institution. However, if the customer has further concerns, he has to contact **** Sales Team. 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,

*** ****
Customer Answer
Date: 11/22/2024
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:

Amex rebuke my account because you said you received the item with different SN number. I have to contact you for this issue. Please issue the refund as I did return the original item. Thank you

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

Sincerely,

***** ****

Business Response
Date: 12/24/2024
Dear Dispute Resolution Services:

Sony Sales Team is not issuing a refund as wrong item was returned by the customer, and the customer did not send the correct one. Also, a chargeback has been confirmed. **** is unable to honor the customer's claim or provide any resolution. As previously mentioned, ****'s statement remains the same, regardless of whether the customer continues to dispute it or not.

Sincerely,

*** ****
Customer Answer
Date: 12/30/2024
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:

There are video recording showing the item i received were the item i returned. **** has not provide any evidence to show that what the original shipped item would be. I do file the chargeback on my credit card as **** refuse to issue the refund.I feel disappointed for how **** treated customer in an unfair and unacceptable way, and i will no longer buy any product from your company anymore.

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

Sincerely,

***** ****
Initial Complaint
Date:11/08/2024
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 bought a ************************* and suddenly the **** ports stopped working and the apps stopped working as well. Before this, the tv just resets on its own but it was ok because it was all working after. Now, after **** pushes automatic updates, ALL **** ports just stopped working and the TV had gone super slow to the point of not being able to open any apps. We bought this ********** and it was so expensive and now, it just stopped working on us. We called for support and they cannot do anything about it. Now we do not have a working TV and no way to have it fixed. Please help. This is not the way to treat customers. TVs now are only like 500 or less. This was way more expensive than that.
Business Response
Date: 11/21/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from *** **** about the *************** **********. The customer's unit is well out of warranty. **** is unable to provide any accommodations. She may have the TV serviced at an out-of-warranty rate and refer to **********************************************. l*************. If there are no near authorized servicers, the customer may contact any of the local ********************** shops in her area. If repairs are not cost-effective, investing in a new unit would be worth considering instead. ****'s statement is final and will not change.

Sincerely,

*** ****
Initial Complaint
Date:11/04/2024
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 Sony Blu-ray player model BDP-S1700/BM2 on July 19, 2024 from ******. Two months later it stopped working. I contacted **** customer support and opened a case # ******** for warranty service. I did as they asked, yet they still would not honor the warranty.
Business Response
Date: 11/15/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ****** about the Sony Blu-ray ****** BDPS1700. The customer's unit does not qualify for an exchange due to the device being modified. The proof of purchase shows it is a region-free Blu-ray player. **** does not market region-free players. **** is unable to honor the customer's warranty claim. ****'s statement is final and will not change.

Sincerely,

*** ****
Customer Answer
Date: 11/19/2024
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 bought this unit thru Amazon under the assumption that it was a brand new unit sold by ********* a vendor. There was no information stating it was a modified unit. I am out approximately $156 because you state it has been modified. I didn't modify it and purchased it in good faith that it was a brand new unit. I expect either a refund or another unit that works. If that is not acceptable, then I will never purchase anything by **** again and will assume they are being deceptive in order to not honor their warranty.

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

Sincerely,

***** ******
Initial Complaint
Date:10/30/2024
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 recently bought (October 17, 2024) a **** ******mm F2.8 ** II from an authorized reseller and on the box it shows that if I register the product with ****, I'll get an extended warranty totalling 2 years. However, when I go to ****'s website, I'm unable to log in because whenever I sign in, I'm blocked because I need to input an address. The address is forcing me to use a Canadian address, but I don't live in ******. This is on ****'s US website as well.This is very concerning as I'm unable to register for my product to qualify for the 2 year warranty. This is a clear violation of ********-**** Warranty Act. If I'm unable to properly register my product for warranty then I will be taking this up with *** as **** is breaking a federal law.
Business Response
Date: 11/12/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** *** about the product registration and/or account management issue. **** is reviewing the case. The customer will be contacted soon.
Sincerely,
*** ****
Initial Complaint
Date:10/28/2024
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 the WH-1000XM5 Wireless Industry Leading Noise Canceling Headphones | Silver from **** not even a year ago, and the hinge has suddenly come apart after using it as intended. When I contacted **** support they informed me their warranty does not cover damages. I explained that I purchased an extended warranty and was told to contact the extended warranty department. This department can only be contacted through a toll-free number, which is outsourced to a third-party company. They explained to me that the warranty I purchased is only the protect, and I would need a protect plus plan to cover any damages. Interestingly enough, this was the only protection option at the time of purchase, and **** has since changed the options on their website when you go to purchase this product. Many other people have reported the exact same issue with this product, which clearly seems to be a manufacturing issue. However, when confronted with that knowledge, **** denies that it is an error on their end. How convenient that they can claim this as damage to avoid having to take any responsibility for the issue. What a joke to purchase a protect plan that doesnt actually protect my product in any meaningful way. **** is clearly a scam of a company, and I have seen many people comment that a class-action lawsuit should be started for their failure to take responsibility. In truth, a lawsuit would be much deserved.
Business Response
Date: 11/08/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ******** about the **** Headphones WH1000XM5. **** contacted the customer, but it was directed to her 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 AM to 9 PM EST
Sincerely,
*** ****
Initial Complaint
Date:10/21/2024
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 **** Bravia 77" QD-OLED A95L TV from ****** on 10-25-2023. The TV has been great up until this week when I saw what I thought was a large smudge on the center right section of the screen. I went to clean it off with a microfiber cloth, but it wouldn't come off. After closer inspection, it looks like the screen has become decolorized or perhaps has lost some of it's anti-reflective coating. It's extremely noticeable and has affected the picture quality (particularly when the background is black). Nothing was done to the screen to have caused this, and it's an unacceptable loss of quality for a TV that isn't even a year old and cost $5,000. Honestly, I'm at a complete loss as to how this could happen for such an expensive screen. There must be some serious quality control issues with this model if such a occurrence can happen so easily. I created a support case with **** on 10-17-2024 as the TV is still covered by the 1 year manufacturer's warranty. The support *** hit me with the "it's cosmetic damage therefore it's not covered" response. I told him that it's not cosmetic damage - there's no crack/scratch/bubbling in that area. it's the internal screen itself that has an issue. After offering no useful support, I asked the *** to escalate my case to the next level. The supervisor came on and said the exact same thing, offering no solutions or recourse for this issue. That left me with few options, and led directly to my filing of this case with the Better Business Bureau. I'm an honest person. I'm not looking for any freebies or to pull a quick one on ****. This was an overall excellent TV that I had zero issues with before now. However, I spent a lot of money on a top-of-the-line TV, and I expect **** to do the right thing here. If they don't, I can't in good conscience recommend other potential customers purchase ******************** from them. What good is a high quality TV if they won't support it? I'm asking for repair if possible, full ***lacement if not.
Business Response
Date: 11/01/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from **** ******* about the *************** XR77A95L. 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: 11/04/2024
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:

**** is absolving itself of responsibility for a design flaw in their screens. This is unacceptable.
Any potential customers who come across this case, look elsewhere for your electronics!

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

Sincerely,

**** *******

Business Response
Date: 11/14/2024
Dear Dispute Resolution Services:

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

Sincerely,

*** ****
Initial Complaint
Date:10/16/2024
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 bought a **** headset from Best Buy on March 9, 2024. The headset has fallen apart in August. I called **** for warranty repair and they said that its covered under warranty and they will repair it. I sent them the item on 23rd of August and I havent heard from them for two months and when I called them again on October 15th they said that the warranty repair was denied because of damage to the headset and they will send me the item back, but they dont know when I will receive the headset . The plastic parts fell apart on its own within 6 month and so it should be replaced or repaired by ****. They denied the repair after 2 month of wait even though previously they said that they were gonna fix it.
Business Response
Date: 10/30/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** ****** about the **** Playstation Headset. 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:10/16/2024
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.
Back on July 17, 2024, I had a warranty for a black **** digital camera that I bought from ********** and they shipped me a label for repair. I sent it in and they said they could not repair it due to them not having the parts anymore so they mailed me another camera. I expected to have the same camera mailed back to me and instead I got a lesser grade, older model that had a much slower shutter speed that was silver color. It was a completely different model that was a lot slower. I received the camera in August 2024. Then, fast forward in mid Sept.2024, a month later the camera starting showing issues and problems because it was defective. I called **** and complained that the new camera had issues. They said to send it in for repairs or else they would replace it. I sent it in and then 3 weeks later it got returned to me on Oct. 14, 2024 UNREPAIRED. The camera repair shop emailed me and said they do not have the part anymore so they cannot repair it. I called **** customer service on Oct. 14 at 12:12 PM and they told me that they would escalate it so I can mail it back and they would mail me a replacement camera. On Oct. 14, 2024, I get an email at 5:55 PM saying they would not give me a replacement since it's out of warranty (**** case # ********). When I contacted them in August it was still in warranty. The shipping time to send it to repair and the 3 weeks it took to mail it back took a while. I was told by two **** **** that the camera would be replaced if it could not be fixed. I want **** to make it right and give me a new camera since they cannot repair it.
Business Response
Date: 10/30/2024
Dear Dispute Resolution Services:

Thank you for contacting Sony Electronics **** regarding the complaint your office received from ***** Hasio about the **** Digital Camera DSCW830. **** offered buyback as one-time accommodation. The customer accepted the resolution.

Sincerely,

*** ****
Customer Answer
Date: 10/31/2024
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.
The Fed Ex tracking number **** **** **** and it was delivered Thursday 10/24/2024. I was told I would get a check in 3 weeks. I will let BBB know if I do NOT received it. Also, is infuriating that I had to contact **** at least 5 times to get this resolution. The customer service employees told me it was not under warranty but it WAS under the 90 day warranty. They basically could not count properly and gave me the wrong information and closed my case. It took writing to the BBB to get it opened, show delivered proof and speak to the supervisor **** to double-check that my camera WAS under the 90 day warranty. Most of the customer service employees on the phone at **** are incompetent and are unable to do their jobs properly without causing great aggravation to the customer which wasted a lot of my time calling them 5 times.
Sincerely,

***** *****
Initial Complaint
Date:10/15/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased **** WH-CH520 Wireless Bluetooth Headphones new from ******, which I received on 10/15/23. The power button stopped working on 10/7/24. I contacted their online chat for help on 10/8/24. The agent ***** gave me troubleshooting steps, which did not correct the problem. He informed me that as the item was still under warranty, an exchange would be arranged and he would send me an email with further information. The invoice I had from ****** showed the shipping date as September 15, 2023. I had a series of correspondence with ****** at that time, because two weeks after I ordered the item I still hadnt received it. I spoke to someone at ****** then who investigated and found that the headphones were never shipped. They finally did ship the item, which I received on October 15, 2023 but ****** did not update the invoice or the paperwork to show the actual shipping date. I explained this to the **** chat agent *****, and he assured me that the item was eligible for replacement. I have the full transcript of the chat (transcript #*********, portions attached) ) in which I explained this situation and explicitly asked if sending them the original (and only) invoice from ******, showing the incorrect shipping date, was OK. ****** response was That is OK. No worries! Then on 10/9/24 I received an email from **** stating that they would not honor an exchange. I have contacted them since them via email reiterating what the chat agent told me about the item still being eligible for replacement and I have not received a reply as of today.
Business Response
Date: 10/28/2024
Dear Dispute Resolution Services:
Thank you for contacting Sony Electronics **** regarding the complaint your office received from ****** ***** about the **** Headphones WHCH520/L. **** offered an exchange as one-time accommodation. The customer accepted the resolution.
Sincerely,
*** ****
Customer Answer
Date: 10/29/2024
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. I have been given instructions to return the faulty headphones, and upon receipt of the item, **** says they will send me a new item to replace the faulty one. I have not yet returned the faulty headphones nor received a new pair, so the matter is not yet fully resolved.

****** *****

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Sony Corporation of America is NOT a BBB Accredited Business.