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Business Profile

Computer Hardware

PlayStation / Sony Interactive Entertainment

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Important information

Complaints

Customer Complaints Summary

  • 6,594 total complaints in the last 3 years.
  • 1,984 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:10/17/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 cannot access my Playstation account and ******************** support is not helping. I was randomly signed out of my account and it won't let me sign back in. No reason was given. I contacted Playstation support and was told I'd hear from them within 3 business days. 3 days passed, and I never heard from them. I called them twice today, 10/17/25. I spoke to "******" then "****." They said they cannot help me due to security reasons but won't tell me the actual security reason. When I ask to speak to a supervisor, they denied me this too. I asked numerous times for the security reason and to speak to a supervisor and was denied every time. Nor was I given any reason for being signed out of my account or for not being able to access it. This is unprofessional and wrong. I am a paying customer that can't access what I paid for and they will not help nor give me an actual reason. This violates my rights. Playstation has a long track record of terrible customer service. I just want to access what I paid for. Please help

  • Initial Complaint

    Date:10/15/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Playstation/**** has refuesed to refund a purchase that does not have accessibility options for their first party title, "Ghosts of Yotei". It is absolutely shameful and predatory that they are not providing accessibility options for their game around ***************. The Case number is ********

  • Initial Complaint

    Date:10/15/2025

    Type:Customer Service Issues
    Status:
    Resolved
    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 conducted a transaction on the Playstation Store to purchase a game called Deathloop. Unfortunately within a couple days of playing the game, I realized that the content was riddled with bugs and glitches that ultimately rendered the game unplayable. I recently talked to customer service and after recommending a series of convoluted steps to try to troubleshoot, they then tried to tell me that they 'don't have any reports from previous customers' regarding the issue, which is blatantly false if you simply do a ****** search of "deathloop menu glitches". It's evident that they're simply trying a stall tactic which is not uncommon for **** Playstation support group, one notorious for being very anti-consumer.

    Business Response

    Date: 10/16/2025

    Re: BBB Case Number 24018751
    Consumer: Sen *********** you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 24018751
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.
    SIE, LLC considers this matter closed.
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.
    SIE Consumer Services
    Sony Interactive Entertainment, LLC

    Customer Answer

    Date: 10/17/2025

    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.

    Sincerely,

    Sen **

  • Initial Complaint

    Date:10/14/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    On 10/14/25 I purchased Star Wars Outlaws game for my PS5 from the Playstation store. I was unable to play the game as it kept crashing and giving an error. I was only able to play for less than an hour. I cannot use the game. I contacted Playstation support chat and troubleshooted. The game still crashes with an error after all the troubleshooting. After the last step for troubleshooting, the agent just posted a default message that their policy was no refunds.

    Business Response

    Date: 10/16/2025

    Re: BBB Case Number 24015121
    Consumer: ****** ******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 24015121
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.
    SIE, LLC considers this matter closed.
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.
    SIE Consumer Services
    Sony Interactive Entertainment, LLC

    Customer Answer

    Date: 10/16/2025

    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.

    Sincerely,

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

  • Initial Complaint

    Date:10/13/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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 a SonyPlaystation customer for over 20 years. For the last several years, I have purchased an annual subscription to the Playstation **************** Starting this year, I no longer wished to subscribe, so I attempted to cancel, before the renewal, in August of this year. This year, renewal was set to take place on the 18th. I went in prior to this date and canceled my subscription, as I hadn't been using this service. **** would not honor this request before 8/18/2026. I then went to ****** and removed the authorization, which they paid anyway, even though they did not have any lawful permission, which ****** did acknowledge was drafted after the authorization was removed. If ****** had properly declined the transaction, there would be no issue. Since they had to collect their money back (my bank was informed and declined ******'s transaction) ****** contacted **** and was given a refund for themselves. **** has retaliated by suspending my account and limiting the access and functionality to games I purchased and own in a digital format. I did try to contact PlayStation and resolve directly, but the phone representative told me "this wasn't his job" and blatantly refused to connect me to anyone that would help and then proceeded to hang up on me.

    Business Response

    Date: 10/15/2025

    Re: BBB Case Number 24010726
    Consumer: **** *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 24010726
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.
    SIE, LLC considers this matter closed.
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.
    SIE Consumer Services
    Sony Interactive Entertainment, LLC

    Customer Answer

    Date: 10/15/2025

    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.

    Sincerely,

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

  • Initial Complaint

    Date:10/13/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    There are fraudulent charges on my account. My account has been hacked and I can't access my account any longer. I am trying to get help but it is impossible to reach someone. I keep getting referred to dead-end links by an automated attendant.

    Business Response

    Date: 10/15/2025

    Re: BBB Case Number 24008684
    Consumer: ****** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 24008684
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 10/16/2025

    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.

    Sincerely,

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

  • Initial Complaint

    Date:10/12/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    On October 12th I purchased an add-on for a game that my son plays for ***** plus taxes. Similar to all of my previous purchases I purchased this add on using my PlayStation account. Typically my child's account is able to access these add-ons but in this situation he was unable to do so. I then downloaded the add-on using my account but he was still unable to play. I reached out to PlayStation support for a refund or transfer assistance. **** support claimed that because I had downloaded the add-on it is not eligible for a refund.A refund would allow me to purchase this add-on for the correct account.

    Business Response

    Date: 10/14/2025

    Re: BBB Case Number 24006770
    Consumer: **** ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 24006770
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 10/15/2025

    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.

    Sincerely,

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

  • Initial Complaint

    Date:10/12/2025

    Type:Product Issues
    Status:
    Resolved
    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 already own a copy of a game (The Quarry) and I accidentally purchased another copy through the playstation store, ****'s refund policy states if you have already downloaded the product they will not refund it. Though I have already downloaded the product technically because I downloaded it through the disk that I already owned. Their terrible online service flags that as if I downloaded it after purchasing it through the playstation store. I spoke to an online representative and they ended up refusing to refund me and closed the chat on me. Case #********. This is practically a scam and I would like a full refund.

    Business Response

    Date: 10/14/2025

    Re: BBB Case Number 24006636
    Consumer: ******* ********
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 24006636
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 10/15/2025

    Although the response I was emailed by **** was full of attitude, I accept the resolution as a refund is all I wanted. Please consider adopting a reasonable refund process like your competitors, Steam, Xbox, **********.

  • Initial Complaint

    Date:10/11/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    A game (Battlefield 6)was purchased under my PlayStation account by my son without my permission. My account is not password protected. When I found out my son purchased the game Battlefield 6 they said that they would not give me a refund because the game was downloaded, even though I discovered the issue within 48 hours. I want my money back; I have never requested a refund from **** in nearly 12 years as a customer. I simply want my money back; they can keep the game. I do not want the game. I believe their business practices are entirely unethical and anti-consumer.

    Business Response

    Date: 10/14/2025

    Re: BBB Case Number 24004714
    Consumer: ******* *******
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 24004714
    SIE, LLC contacted the consumer, and a mutual resolution was achieved regarding their concerns.
    SIE, LLC considers this matter closed.
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.
    SIE Consumer Services
    Sony Interactive Entertainment, LLC

    Customer Answer

    Date: 10/14/2025

    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.

    Sincerely,

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

  • Initial Complaint

    Date:10/09/2025

    Type:Billing Issues
    Status:
    Resolved
    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 order was received with issues so I contacted to have it resolved. The tracking details confirmed the issues and states that *** paid playstation for a claim. Money which was not sent to me. **** is scamming me blatantly. I additionally returned what product was received, the return is **********. I demand my money.09/25/2025 11:14 P.M.Claim Paid This claim has been resolved. Please contact shipper for additional information.09/10/2025 9:29 P.M.Damage Reported After the delivery was made, the package was reported as damaged. / *** will follow-up with the sender.***********, **, *************

    Business Response

    Date: 10/14/2025

    Re: BBB Case Number:23996982
    Consumer: ***** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23996982

    As this consumer has not contacted customer support, they were referred to our chat support for further assistance? 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved.? 

    SIE Consumer Services? 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 10/14/2025

     
    Complaint: 23996982

    I am rejecting this response because:
    I received no support for the issue. They are scamming me. Not refunding me for the return
    Sincerely,

    ***** *****

    Business Response

    Date: 10/17/2025

    Re: BBB Case Number 23996982
    Consumer: ***** *****
    Thank you for contacting Sony Interactive Entertainment, LLC (SIE, LLC) regarding the above-referenced Better Business Bureau case number: 23996982
    SIE, LLC appreciates the support of our customers and strives to reach mutually satisfactory resolutions to all customer requests. We regret that we were not able to do so in this instance. 
    SIE, LLC considers this matter closed. 
    Please note that this response is not an admission, or a waiver of any rights that SIE may have at law or in equity, all of which are expressly reserved. 
    SIE Consumer Services 
    Sony Interactive Entertainment, LLC 

     

    Customer Answer

    Date: 10/20/2025

    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.

    Sincerely,

    ***** *****

PlayStation / Sony Interactive Entertainment is NOT a BBB Accredited Business.

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