Business Profile
Wholesale Electronic Supplies
Sony Corporation of AmericaHeadquarters
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Complaints
Additional Complaint Information
Customer Complaint:
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/14/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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
12/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 nothingBusiness response
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
12/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
**** 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
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
12/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
11/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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,*** ****Initial Complaint
11/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
****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 response
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
11/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
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
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 response
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
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 response
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
11/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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 response
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,
***** ******
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Customer Complaints Summary
450 total complaints in the last 3 years.
164 complaints closed in the last 12 months.
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