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Sony (Sony Electronics) Reviews & Complaints
Sony Electronics Inc. is the U.S. company behind the Sony Store and Sony-branded TVs, cameras and audio products. This page covers Sony Store returns and the 15% restocking fee, warranty and repair routes, Sony's recall programs, the arbitration clause, BBB and Trustpilot figures, two court-approved class settlements, two smart-TV privacy suits whose claims are allegations, and the planned BRAVIA joint venture with TCL. PlayStation and other Sony businesses are separate and not covered.
Contacts
Customer service & general contact
- Sony product support (US)us.esupport.sony.com/support/s/support-contact ↗
- Sony customer support (Sony Store orders and returns)1-800-249-7669
- PlayStation support (not Sony Electronics)1-800-345-7669 11 complaints mention this number
Other contacts
- Sony Store (electronics.sony.com)electronics.sony.com ↗
Locations
- Headquarters16535 Via Esprillo San Diego CA 92127
Sony Electronics returns, repairs, recalls and disputes: what Sony's terms say
Sony Electronics Inc. is the U.S. company behind the Sony Store (electronics.sony.com) and Sony-branded TVs, cameras, audio gear and, in earlier years, VAIO computers. PlayStation consoles, games and accounts, Sony Pictures and Sony Music are separate Sony businesses; Sony's contact page says its agents do not provide support for PlayStation and sends PlayStation customers to playstation.com/support or 1-800-345-7669.
Returning a Sony Store order. Under the Return Policy in Sony's Store Terms and Conditions, most products bought directly from electronics.sony.com and shipped within the United States can be returned during a 30-day Return and Exchange Period that starts on the date of delivery or pick-up. You first need a return authorization number (RMA) from Sony, and the refund is the purchase price actually paid minus any return shipping costs. Products marked refurbished or FINAL SALE cannot be returned. The terms list aibo and its cloud plans, subscriptions, cloud services, movies, music, game hardware, games, software, professional products, gift cards, engraved products and one 500mm lens as final sales that can only be exchanged for the same product if defective. TVs of 50 inches and larger and projectors are picked up by Sony's carrier from the delivery address, and Sony's own shipping label must be used.
Restocking fee and refund timing. The terms say that in its sole discretion Sony may additionally charge a restocking fee of 15% of the purchase price on all products. If a product comes back without an RMA, after the 30-day window, or without its original packaging, accessories, manuals and bundled items, Sony may refuse the return or charge the 15% fee. To get a full refund, every item in the order must be returned at the same time; otherwise Sony gives a partial refund. The terms allow Sony up to 7 days after it receives the returned product to credit your account, and up to 10 business days for the refund to reach the original payment method, or up to 4 weeks if it has to send a check instead. Items bought between November 1 and December 25 can be returned until January 16 of the next year or within 30 days of delivery, whichever is later.
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Damaged, defective or wrong items. If a box arrives visibly damaged, the terms tell you to refuse the delivery, or to write damaged on the carrier's receipt if you accept it. A damaged, defective or incorrectly shipped product must be reported to Sony Customer Care promptly and within 14 days of receipt. Store Support is reached by call or text at 1-800-249-7669, Monday to Friday 10:00 a.m. to 10:00 p.m. ET and Saturday 10:00 a.m. to 4:00 p.m. ET.
Warranty and repair on products you already own. Repair requests, product registration and warranty questions go through Sony's U.S. support site, us.esupport.sony.com (Contact Support, Product Repair, Register a Product). The Store Terms say Sony gives no warranties on Sony-branded products other than those in the limited warranty card included with each product, so the card or manual for your model sets the warranty period and what is covered; keep the receipt as proof of the purchase date. Non-Sony products sold on the Store are sold as is, and any warranty comes from their own manufacturer. Sony's optional protection plans are provided by Registria Customer Experience LLC of Denver, with Servify US Inc. of Seattle as plan administrator, so claims under a plan go to the plan's support team rather than to Store Support.
Recalls and free-repair programs. Sony's Voluntary Recall Programs page lists six programs: VAIO battery pack VGP-BP26 (March 2, 2016), a free repair program for VAIO Fit 11A/Flip computers (April 24, 2014), a BRAVIA LCD HDTV evaluation program (October 12, 2011), VAIO F11 and CW2 series (June 30, 2010), an AC power adapter replacement program (October 27, 2009) and VAIO TZ series (September 4, 2008). The U.S. Consumer Product Safety Commission lists nine recalls with Sony in the title from 2003 to 2017; eight cover Sony notebook computers, batteries or AC adapters, the newest being the February 7, 2017 expansion of the VAIO battery pack recall, and one from 2005 concerns PlayStation adapters from Sony Computer Entertainment America. Check your model number against both lists before paying for a repair.
If Sony does not resolve it. The Store Terms contain a binding individual arbitration clause and class-action waiver, administered by the American Arbitration Association, but you keep the right to sue individually in small claims court for amounts up to $15,000. You can opt out of arbitration by mailing a notice within 30 days of purchase to Sony Electronics Inc., 16535 Via Esprillo, MZ 1105, San Diego CA 92127, Attn: Legal Department, with your name, address, purchase date and a clear statement that you do not wish to resolve disputes with Sony through arbitration. If you paid by credit card for an item that was not delivered or not as agreed, send a written billing-error dispute to your card issuer within 60 days of the statement that first showed the charge, as the Fair Credit Billing Act requires. You can also report the problem to your state attorney general's consumer protection office, to the FTC at ReportFraud.ftc.gov, and to BBB; report a product that overheated, caught fire or caused injury to the CPSC at SaferProducts.gov.
Company Information
- Legal name
- Sony Electronics Inc.
- Business type
- U.S. consumer-electronics arm of the Sony group (TVs, cameras, audio, earlier VAIO computers); based in San Diego, California; sells directly through the Sony Store (electronics.sony.com)
- Website
- electronics.sony.comSource: Sony Store contact page, checked 2026-11-02
- Headquarters
- San Diego, CASource: Texas v. Sony petition, principal place of business of Sony Electronics, checked 2026-11-02
Sony Electronics Inc. is the Sony group's U.S. electronics company: it is the seller named in the Sony Store Terms at electronics.sony.com, its principal office is in San Diego, California, and Sony Corporation of America lists it among the Sony companies in the United States. BBB rates its file A+ without accreditation; the BBB complaint counts and the Trustpilot score are given further down this page. Courts approved consumer class settlements involving the company in 2013 and 2017, and a federal smart-TV privacy class action and a Texas Attorney General suit, both based on allegations, were filed in 2025 and 2026.
To be sure you are dealing with Sony, buy from electronics.sony.com or from a dealer on Sony's authorized-retailer list (the See Authorized Retailers link at the foot of the Sony Store site), and contact Sony only through the phone numbers and support pages listed on this page.
Independent Sources
Shown for context — not merged with USAComplaints' own numbers.
Reviews & Complaints on USAComplaints
USAComplaints currently maintains 229 historical complaints about Sony (Sony Electronics), published between 1999 and 2014. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.
- Computer in repair since April and extended warranty runaround
- Bravia KDL46BX420 TV failed after two years, repair refused outside warranty
- Extended warranty LCD TV repair unanswered for three weeks
- NWZ-W273 waterproof earphones stopped working within warranty
- Sony CD-R 50 pack discs read as blank
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- Experia Z screen cracked
- Laptop screen went black after warranty and $317 repair quoted
- Sony televisions with defective circuits and poor customer service
- iPod corrupted by Sony boombox dock and no responsibility taken
- Repair center returned stereo crushed and inoperable
- Sony Vaio hinges came off in less than a year
- Defective TV Replacement Delayed Over a Month, Refurbished Only
- Camera order sent to someone else's house
- Bravia Failed Twice, Charged $200, Blamed on Living Near Sea
- Blu-ray Player Repair Status Unavailable After Nine Days and Prepaid Shipping
- Wrong Samsung TV Taken During Sony Replacement and Never Returned
- Laptop Returned From Repair With Broken Wireless Card
- Repair Quotes Higher Than Price of New TV and Laptop
- Bravia XBR TV Panel Failed After 2 Years and 9 Months
- Consumer Report
Complaint Themes
Had an experience with Sony (Sony Electronics)? Tell other people what happened.
Submit a ComplaintSony Electronics complaints: BBB, Trustpilot and reports on this site
BBB. BBB's file for Sony Electronics Inc (Costa Mesa, California address) gives an A+ rating, shows the company is not BBB accredited, and lists 533 complaints in the last 3 years, 192 of them in the last 12 months. Its customer reviews average 1.08 out of 5 from 27 reviews. The BBB letter grade reflects BBB's view of how a business deals with its customers, including how it answers complaints; it is not a rating of product quality.
Trustpilot. The unclaimed Trustpilot profile for electronics.sony.com, listed as Sony Electronics, has a 1.4 TrustScore from 41 reviews. BBB and Trustpilot figures come from separate sites and are not added together.
Reports on this site. 229 published complaint reports are linked to this profile. Most were posted between 2002 and 2013 and are consumers' own accounts, not findings. The most common subjects are warranty and repair disputes, then defective TVs, laptops and cameras, customer-service problems, Sony Store order, shipping and refund problems, and mail-in rebates that were not paid. Sony's policies today may differ from those described in posts from those years.
Court cases involving Sony Electronics Inc. (consumer class actions and a state suit)
Four consumer cases involving Sony Electronics Inc. are summarized in the court records below. Two ended in court-approved class settlements that are now closed: Date v. Sony Electronics (E.D. Mich.), approved July 31, 2013, over Grand Wega SXRD rear-projection TVs advertised as 1080p, and Flynn v. Sony Electronics (S.D. Cal.), approved August 7, 2017, over VAIO notebook touchpads, for buyers in California and New Jersey only. In both, Sony denied the claims, and a settlement is not a finding of liability.
Two newer cases concern smart-TV viewing data collected through Automatic Content Recognition (ACR) technology, and their claims are allegations, not findings. In the federal class action In re Sony Electronics Privacy Litigation (S.D. Cal.), Sony has asked the court to send each plaintiff's claims to individual arbitration and to dismiss the complaint; as of November 2, 2026 the court had not ruled on those motions. In State of Texas v. Sony (Nueces County), the Attorney General seeks an injunction under the Texas Deceptive Trade Practices Act, and in May 2026 he described the case as ongoing.
Lawsuits involving other Sony companies, such as the PlayStation and music businesses, are outside this profile.
Court & Public Records
Date v. Sony Electronics, Inc. and ABC Appliance, Inc.
SettledSettlement approved. In an opinion and order of July 31, 2013 (Document 285), Judge Paul D. Borman granted final approval of the class settlement and class counsel's fee request after a final fairness hearing on July 24, 2013. The suit, against Sony Electronics Inc. and the retailer ABC Appliance, Inc., alleged that Grand Wega SXRD KDS-R50XBR1 and KDS-R60XBR1 rear-projection televisions were advertised as able to display 1080p when they could not; the defendants denied the claims. The class covers U.S. consumers who bought one of these sets, or received one as a gift from the original buyer; under the settlement, class members who also owned a 1080p source device such as a Blu-ray player could claim a $60 Sony gift card. The court had rejected an earlier proposed settlement. Approval of a settlement is not a finding of liability.
Flynn v. Sony Electronics, Inc. (In re Sony VAIO Computer Notebook Trackpad Litigation)
SettledSettlement approved. The class action, brought by plaintiffs including Christina Egner and Rickey Glasco against Sony Electronics Inc. and Best Buy, alleged that certain Sony VAIO notebook computers had defective touchpads; Sony denied the allegations. The settlement class was limited to California and New Jersey residents who bought a VAIO SZ, FZ, NW, EB or F series notebook between March 16, 2006 and January 4, 2017. The court preliminarily approved the settlement in January 2017 and granted final approval on August 7, 2017; the claim deadline has passed. Approval of a settlement is not a finding of liability.
In re Sony Electronics Privacy Litigation (Sony Smart TV ACR data collection)
FiledPutative consumer class action, no ruling on the merits. The first complaint was filed January 16, 2026 against Sony Corporation of America and Sony Electronics, Inc. After related cases were consolidated, the court denied Sony's first motion to dismiss and motion to compel arbitration as moot (ECF 30), and plaintiffs filed a consolidated class action complaint on July 8, 2026 (ECF 31). Plaintiffs allege that Sony Smart TVs use Automatic Content Recognition (ACR) technology to capture and share viewing data without informed consent; these are allegations, not findings. On August 7, 2026 Sony Electronics moved to compel individual arbitration (ECF 32) and to dismiss for failure to state a claim (ECF 33). Plaintiffs opposed on September 4, 2026, and Sony filed reply briefs on September 14 and 17, 2026. As of November 2, 2026 the court had not ruled on either motion, and the case remains open before Judge Marilyn L. Huff.
State of Texas v. Sony Corporation of America and Sony Electronics, Inc. (Smart TV ACR, DTPA)
FiledFiled by the State; no judgment. The Texas Attorney General announced on December 15, 2025 that he had sued five television makers, including Sony, over Automatic Content Recognition (ACR) technology. The State's petition names Sony Corporation of America and Sony Electronics, Inc., brings claims under the Texas Deceptive Trade Practices Act (Tex. Bus. & Com. Code section 17.46) and asks for a permanent injunction; its statements are the State's allegations. In a May 11, 2026 release about a settlement with LG, the Attorney General said the cases against Sony, Hisense and TCL Technology remain ongoing.
Who Sony Electronics Inc. is
Sony Electronics Inc. is the seller named in the Sony Store Terms and Conditions at electronics.sony.com. It is a Delaware corporation with its principal place of business at 16535 Via Esprillo, San Diego, California 92127, the same address the Store Terms give for legal notices. Sony Corporation of America lists Sony Electronics among the Sony companies in the United States, alongside Sony Pictures Entertainment, Sony Music Entertainment and Sony Interactive Entertainment LLC, the PlayStation business; the ultimate parent is Sony Group Corporation of Japan. Older complaints often use the name Sony Style, the brand of Sony's former retail stores and online shop (sonystyle.com); the online shop is now called the Sony Store.
Planned BRAVIA joint venture with TCL. On March 31, 2026 Sony announced that it had signed definitive agreements with TCL Electronics Holdings Limited to form a joint venture, BRAVIA Inc., owned 51% by TCL and 49% by Sony. The new company is to take over Sony's home entertainment business, covering BRAVIA TVs, projectors and home audio, from product development and manufacturing through sales and customer service. Sony expects it to start operating in April 2027, subject to regulatory approvals and other conditions. Whatever the timing, keep the receipt and the warranty card for any Sony TV or audio product in case you need a repair later.
Complaints filed under many name variants of the same brand (Sony, Sony Corp, Sony Style, Sony Computer Services, Sony Customer Satisfaction Center, and product names such as VAIO and BRAVIA) are collected on this page. Complaints about PlayStation, Sony Online Entertainment, Sony Ericsson or Sony Mobile phones, Sony Pictures and Sony BMG concern other Sony companies and are not linked here.
Company Relationships
- Affiliated withSony Corporation of America
- Affiliated withSony Interactive Entertainment LLC
Related Complaints
Names this company in a role other than the primary subject — not necessarily current or complete.
Frequently Asked Questions
Which Sony company does this page cover?
Sony Electronics Inc., the seller named in the Sony Store Terms and Conditions and the company behind Sony-branded TVs, cameras and audio products in the United States. PlayStation, Sony Pictures and Sony Music are separate Sony businesses, and Sony's contact page says its agents do not support PlayStation.
How long do I have to return something bought from the Sony Store?
Thirty days from delivery or pick-up for most products bought on electronics.sony.com and shipped within the United States. Get a return authorization number (RMA) first; the refund is the price paid minus return shipping. Refurbished and FINAL SALE items cannot be returned, and game hardware, games, software, professional products, gift cards and engraved products can only be exchanged for the same item if defective. Sony may, in its sole discretion, charge a 15% restocking fee, and returns without an RMA, late or without original packaging can be refused or charged that fee. Purchases made November 1 to December 25 can be returned until January 16 of the next year or within 30 days of delivery, whichever is later.
What phone number does Sony list for Store orders and returns?
Sony Store Support can be called or texted at 1-800-249-7669, Monday to Friday 10:00 a.m. to 10:00 p.m. ET and Saturday 10:00 a.m. to 4:00 p.m. ET; it is closed on Sunday. This line handles product selection, orders, returns and Store accounts. Repair and warranty questions for products you already own go through Sony's product support site, us.esupport.sony.com.
Does Sony Electronics handle PlayStation problems?
Sony's Store contact page says its agents do not provide support for PlayStation and directs PlayStation customers, including account and game questions, to playstation.com/support or 1-800-345-7669. PlayStation is run by a separate company, Sony Interactive Entertainment LLC, and complaints about PlayStation consoles and accounts are not linked to this page.
Does Sony list recall or free-repair programs?
Sony's Voluntary Recall Programs page lists six programs from 2008 to 2016, including VAIO battery pack VGP-BP26 (March 2, 2016), a free repair program for VAIO Fit 11A/Flip computers (April 24, 2014), a BRAVIA LCD HDTV evaluation program (October 12, 2011) and an AC power adapter replacement program (October 27, 2009). The CPSC lists nine recalls with Sony in the title from 2003 to 2017, mostly VAIO notebooks, batteries and adapters; the newest, dated February 7, 2017, expanded the VAIO battery pack recall. Check your model number on both lists.
Do Sony Store purchases include an arbitration clause?
The Sony Store Terms state that the agreement contains a binding individual arbitration clause and class action waiver, with arbitration run by the American Arbitration Association. You may still bring an individual claim in small claims court for up to $15,000. To opt out, mail a written notice within 30 days of purchase to Sony Electronics Inc., 16535 Via Esprillo, MZ 1105, San Diego CA 92127, Attn: Legal Department, giving your name, address, purchase date and a clear statement that you do not wish to resolve disputes with Sony through arbitration.
What does BBB show for Sony Electronics Inc?
BBB's file for Sony Electronics Inc gives an A+ rating, shows the company is not BBB accredited, and lists 533 complaints in the last 3 years, 192 of them in the last 12 months. Customer reviews on BBB average 1.08 out of 5 from 27 reviews. These figures are BBB's own and are not combined with Trustpilot or with reports on this site.
Which class actions and lawsuits involving Sony Electronics appear in court records?
Two class settlements were approved by courts: Date v. Sony Electronics (E.D. Mich.), final approval on July 31, 2013, over Grand Wega KDS-R50XBR1 and KDS-R60XBR1 televisions advertised as 1080p, and Flynn v. Sony Electronics (S.D. Cal.), final approval on August 7, 2017, over VAIO notebook touchpads, limited to buyers in California and New Jersey. Both settlements are closed, Sony denied the claims, and settlements are not findings of liability. Two newer cases concern smart-TV viewing data collected through ACR technology: In re Sony Electronics Privacy Litigation (S.D. Cal., filed 2026), where Sony has asked the court to send the claims to individual arbitration and to dismiss them, with no ruling on those motions as of November 2, 2026, and a Texas Attorney General suit in Nueces County filed in December 2025. Their claims are allegations.
What do the older complaints on this site describe?
229 published complaint reports are linked to this profile. Most were posted between 2002 and 2013. The most frequent subjects are warranty and repair disputes, followed by defective TVs, laptops and cameras, customer-service problems, Sony Store order, shipping and refund problems, and mail-in rebates that were not paid. They are consumers' own accounts, and the policies they describe may have changed since.
Sources (6)
Sony (Sony Electronics) (own site)
- Sony Store Terms and Conditions electronics.sony.com
Public records
- CPSC recall data for Sony saferproducts.gov
- Texas Attorney General release on the LG smart-TV settlement texasattorneygeneral.gov
Review sites
Other