Store Sony Reviews 

Pure crime organisation. .They are scamming children by changing their nick name to "temp-938958589", and then asking for 6 dollars to change it back... My children paid out 100 baks for that totaly only in nick name changing... When i asc sony support there no existing support, they just ripping of children for money...

Complete rip off.
Locked me out of my account with hundreds of dollars worth of purchases and refuse to help in any way.
Force you talk to a worthless AI assistant and will not let give you a real person to talk to.
Sony Store Online is a complete and utter scam.
Buyers beware.

I’ve been using the PlayStation 5 regularly and it’s been a huge step up from the previous generation. Load times are fast, games run smoothly, and the overall experience feels much more responsive and polished.

The controller is also a big improvement — it feels more solid and the haptics add a lot to gameplay. I’ve used it for everything from sports games to action titles and it’s been consistently reliable.

Between the hardware quality and the game performance, the PS5 has absolutely lived up to expectations and has been one of the best tech upgrades I’ve made.

Ordered a tv plus wall bracket, tv arrived; but no wall bracket. Bracket was to be delivered by DPD who failed to deliver and returned to Sony. Sony are useless in terms of responding to the on line form and keep stating that they will be in contact ‘shortly’ - this has been going on since last week. Whereas looking on Amazon they can deliver the same bracket in 2 days

trying to get Sony to provide support for a current model tv that failed is next to impossible. Even the online chat failed to find anyone to talk to. There are significant system issues with the way Sony provides support

Deceptive practices. Change policies without notice. Offer trivial free items and then split your order so they can charge you. After ordering and shipping told me I would have to be onsite with government issued ID. Requirements are list in terms and agreement. Company promotes selective discrimination of customers. Customer service changes stories multiple times during the same conversation Beware Sony products are fair but don’t out do competition. The Sony Electronics online customer service rates a Zero! Beware

I purchased Sony WH-1000XM4 headphones expecting premium build quality to match the premium price. Unfortunately, the plastic hinge cracked during normal use. There were no drops or misuse. The electronics still work perfectly — the failure is purely structural.

I contacted Sony Support multiple times and escalated the case for review. Sony ultimately refused any courtesy repair or replacement, stating that hinge failure is considered physical damage, even though this appears to be a commonly reported issue with this model.

While the sound quality and noise canceling are excellent, the hinge design is fragile and repairs are expensive once the warranty ends. For a flagship product, I expected better durability and better post-sale support.

I would advise potential buyers to be aware of this hinge issue before purchasing.

My Black Friday order was canceled without explanation, and the refund was processed only after the sale ended. As a result, I lost the deal I had originally purchased. This reflects very poor customer service, and I’ll be hesitant to order from this company again.

The TV was not delivered. 22 days later I have called Sony numerous times, needed to contact them again as nothing was happening, I contacted numerous courier companies as I was passed along. After doing all this admin, with no TV currently arrived, I rang to seek some kind of compensation.

I went to the customer resolution team, no compensation would be given for all the time/calls etc I had done. 99% of businesses would do something at least, despite minuscule in size.g. have 10% off your next purchase.

A head of the resolutions team (Gio) insisted there was no one above him that could do anything (which I find extremely unlikely).

I am very frustrated with the whole experience.

With the current status of the order, and lack of compensation, I would warn:
DO NOT USE SONY STORE.

sony is really great brand, i’ve been using their stuff for years and always happy with it. i got tv, headphones, and a playstation, all working perfect. sound is clear, picture beautiful, and everything feels solid and well made. never had any serious issues, even after long time. once i contacted support about setup and they replied super fast, really polite too. prices ok for what u get, not cheapest but worth it. i just feel sony puts real care into their products, very reliable company overall, top in the industry for sure👍

WH-1000XM5 headset. After 7 months, the right swivel hinge popped out of the headband. I took the headset back to the retailer (Harvey Norman) who sent this to Sony NZ in auckland.

Sony replied "the issue being reported is considered to be physical damage in nature. Hence, the warranty of the product cannot be applied. We can arrange a repair request and have our service centre contact you in 2 business days to discuss the repair but charges will apply."

As Harvey Norman is legally liable for the repair, replacement or refund - my response of "This issue appears to be consistent with a known design flaw reported by other users, as documented in public forums and articles such as Headphonesty’s January 2024 report. The failure occurred without any misuse or impact, and I believe it constitutes a breach of the Consumer Guarantees Act 1993 (NZ), particularly the guarantee of acceptable quality and durability." was sufficient for Harvey Norman to force Sony to repair the headset at no cost. Two weeks later, I got my repaired headset back.

For those interested - had Sony rejected that request, the fault would become a 'major fault'. Under NZ law, I could force Harvey Norman to replace or refund the headset. Any pushback would have resulted in a Disputes Tribunal claim being raised - something Sony would not want as that would expose them to legal scrutiny.

The Disputes Tribunal in NZ is a quick, cheap, and informal way to resolve civil disputes (up to $30,000) without lawyers, using a referee to help parties reach agreements or make binding decisions on issues like faulty goods.

Sony cancelled my Black Friday order with no reason and refunded me only after the sale was over. Because of this, I couldn’t get the deal I originally paid for. This is unacceptable and shows very poor customer service. I will think twice before ordering from Sony again.

D-Grade service from the online store.
I ordered some products, lured in by a slightly better price and free delivery.
Sony use the cheapest possible freight company who also seems to outsource the delivery. Not only did both parties have no idea where my parcel was, Sony didn't either. Hot tip - pay the extra $50 and go to JB Hifi.

My Sony speaker battery life drastically decreased after the update.

After buying a Bravia 8 ii at a premium price direct from Sony it packed in within 3 weeks of being delivered. Apparently an issue with the power (3 red LED blinking) and is a major problem.
I accept sometimes you get a bum product so was on to Sony straight away to get it sorted.
They agreed to replace it so all good.
However
For them to send a replacement their process is to first collect the faulty product and have it arrive in their warehouse in Auckland (we live in South Island). It also needs to be in a box. I have already disposed of the original box so they were going to send a box for me to pack. Again a slight irritation but I can accept this.
2 weeks later and still no box even though I have been constantly asking for one to be sent. They even sent a courier (who arrived without warning, thankfully we were at home at the time) to collect the faulty TV. Yay. But they would not collect it as it was not in a box. Boo
They still point blank refuse to send a replacement TV or process a refund until they receive the old one but have made no concerted effort to collect the old one. I am constantly promised communications which never happen.
It is now coming to the stage of having to take it to the disputes tribunal.
I have always loved Sony products but their after sales care service is shocking. When you spend over $5k on a television you expect some decent service to back it up. Not so with Sony New Zealand.

Eye cup of my Sony camera became loose and eventually was lost, about 2 years after purchase. I bought a replacement as no longer under warranty. The new eye cup, from the authorized Sony parts distributor, lasted only 5 months before it became loose and also fell off!
After purchasing a camera costing thousands, I was hoping that they would replace it as the part only lasted a few months and it’s a Sony part from a Sony referred parts distributor. Disappointed that neither: Gentec, Microland, nor Sony would stand by their products.
Don’t buy Sony, they don’t stand by their products if you have any problems…

Bought $500 pair of headphones in May. They broke, completely snapped while being worn for no apparent reason. In-store they sent the warranty request off, advising Sony would likely refuse it. They refused it. Called Sony and was directed to send photos and they'd advise what could be done, repairs if not a warranty claim and it's now been over a month without hearing back.

My sister was about to buy a set of Sony headphones but has opted for Bose instead. I recommend anyone looking to invest in a pair of bluetooth headphones that will actually last avoid Sony like the plague. A complete waste of money. Will update if I ever hear back but I doubt it.

Online store engaging in deceptive conduct trying to create artificial hype and fomo over their newly released xm6 headphones that initially had lackluster reviews with reviewers advising not to buy them. They created a sale which was not that far off from promotional launch prices and then cancelled half order and shipped the remaining saying it was a 'pricing error'.

Bose had something similar and even they had the common sense not to piss off their customers and honoured all orders (which were ACTUALLY at a ridiculous price under $200, unlike sony who's sale was close to launch promotions). Meanwhile sony's response: go cry to fair trading.

Will never buy another sony product in this household.

When i tried to recover my old playstation account they wouldn't help and just asked what the serial number of the console you created the account on is, which i obviously sold years ago. Now i can't connect to the playstation servers for 7 days already. I am constantly getting disconnected and they won't refund or give me back the days that i lost out on my ps plus subscription. Fk sony, i'll do anything to see this company go up in flames

Avoid Sony Australia, DO NOT order anything from them. They listed the headphones cheaply, then cancelled the order with no compensation or apology. Customer support treated me like a criminal, not a customer. Never ordering from Sony again.