"A few hours after making an online purchase of $351.79 I had to cancel because of a family emergency. Although the items would not be shipped until the following day, I was told the order could not be stopped and my only recourse was to return the item at my expense for a refund. I did just that and have confirmation the return was received on 12/24/09. After several calls to customer "no service", I was told a credit to my account would be made within 10 business days. On the tenth day I again called and was told my refund inquiry was being sent to the next level. Two days later I received an e-mail saying it would be another 7-10 days. This is not acceptable. I requested a manual refund and was told that could not be done, that I would just have to wait for my refund. I requested names and contact numbers of the corporate office and was told they had no such information. This is obviously a scam by Sony to keep your money as long as possible. I have never encountered a company where you are told by customer service that there is no one else you can speak to above a supervisor. I must be reaching their farmed out call centers where the workers go by their script and make no attempt to actually resolve the problem. I am ready to contact the BBB and my Attorney General as I feel this is an organized practice by Sony to earn interest off of our money rather than issuing a timely refund. How I wish I had read the reviews here before I made the purchase. Sony has lost my respect."
"I heard about a special offer from Sony Style for a new PS3 "Slim" 120 GB and 2 free games - $317.99 total after state tax. I paid with Paypal and I received the items within a week. In the mean time, I had found a better deal and decided to send the unopened PS3 & games back for a refund. I obtained an RMA from Sony Style with no hassle and shipped the package back via UPS, insured and with delivery confirmation. They received it and it was signed for on 12/17/09. A few days went by and I still hadn't received any word of a refund being issued. I called Sony Style and the first person I spoke to said they hadn't received the return yet! I double-checked my tracking info and called again - this person confirmed that they did get it and said that a credit would be issued. A week goes by, and I still had no refund. I emailed Sony Style and they couldn't explain why there was no credit release. Later that day (12/30/09) a credit release finally showed up on my order status page, but it was listed as being "In Progress". It took 13 days and two phone calls to even get the refund process started, nearly double the 7 days stated on their website. Six more days go by with no refund, so I emailed Sony Style, threatening to register a dispute with Paypal. They replied that it would take 7 to 10 business days for the credit to be applied to my account. So here I am, 23 days and counting since the return was received and still no sign of my refund. They're simply using my money for nearly a month for no fee - inexcusable. Who knows when I'm going to get my $317.99 back or what other lengths I'll have to go through to get it? This was my first and last purchase with them. Be warned - I wish I would have looked at the damning reviews here before I purchased from Sony Style USA. Hard to believe such a huge company can have such a poorly run web store.
UPDATE: Ironically, about 12 hours after writing this review, I got the refund from Sony Style. I'm glad it's over with. 23 days to get a refund is just pathetic."
"I have had nothing but problems with Sony Style and am sick of their customer service. I have several friends that ordered ps3's and they had issues and they made the return process very difficult.
I had an issue as well and I came across something online. It is for anyone who purchased from Sony Style, either laptops, cd's or dvd players mp3 players or PS3. I am now able to recieve back substantial refund because of certain laws that Sony Violated and others can Join without any cost, fees or other inconvenience but only for the next few days. Please reply top me via email at dreambuildersintl at g mail dot com . I can send you over the info you will need to take action in the next few days, the sooner the better."
"I ordered a PS3 Console with Expedited shipping.
Processing took less than 24 hours, then I was e-mailed a tracking number. Received product in under 48 hours!
Like others, I never thought to do review research on Sony. I found this rating after placing my order. It made me worry a lot, but there's still hope if you're reading this. I hope your order goes as well as mine!"
"Sony Style is the worst place to buy anything, Absolutely the worst! They do not even know the meaning of customer service. They should be ashamed. On Dec. 18, I ordered a PS3 for delivery before the 25th, however we received it on the 29th despite the fact that we had upgraded shipping for guaranteed delivery before the 25th. But this was only the beginning. The unit failed 2 days later after 1 hour of use. We called Tech. Service but they said they can only repair the unit, no replacements. They gave me a number to use when calling SonyStyle to request a replacement of the 4-day old unit. Sony Style told me that the number I got from Tech. Service was not valid and that they cannot do a return without a special "Event Number" from Tech. Service. They transferred me to them which again which did not help, since PS3 Tech-Service does not give "event numbers." Furthermore, Tech-service can only replace defective units with certified units, not new ones. The ordeal kept me on the phone for almost 3 hours...but still no results. SonyStyle has simply the worst service you can get. As for Sony playStation3, you can make your own decision...I can only say that after having the unit for 4 days, I could not turn it on. It turned back off after a few seconds. At first, Sony tech people claimed that it might be the power supply cor or our outlets, but not the unit. You reach your own conclusion. "
"The customer service is the worst I have ever experienced. I ordered a TV and a PS3 as a bundle on Nov. 24. I got the TV quickly and the PS3 was damaged during shipment and was returned to the shipper. I waited and waited and nothing happended. I then called the customer services and they passed me around different sectors and nobody helped me. 2.5 weeks passed and I now just hope I can get the damn PS3 before Christmas.
Will never buy a SONY again!!!!"
"Please stay away from Sony Style they are the worst experience I have ever had. So let me start off that on Nov 26 I ordered a TV with free ps3 and a home theatre system that had a decent price and had decent financing options. The next day I get a e-mail that the TV is canceled due to backorder. Ok that happens, but I was told that the rest of the order would be sent to me and that I could not cancel it(total bs) I wrote a few emails to support luckly it got to them cuz their support is like confusing. The entire order was canceled. November 28 I place a new order for a PS3 and home theatre and decide to get the Tv elsewere. All went well but as it turns out the ps3 bundle with 2 games was not reflected on my order. And so began the few days and hours on hold trying to get this resolved. By that time the order shipped and I was told nobody could edit it and that I would have to return the ps3 pay for its return and order a new one with the bundle (games in stock, ps3 backordered) no way I can keep the ps3 already on its way and just have them send the games. Hours and hours on the phone, some reps saying there is no such promotion for ps3 + free games some saying even stranger things. Finally I decide ok i wil send back the first ps3 and order the bundled one, but wait thats a seperate order and it dont qualify for the promotional financing from the original order with the home teatre system. Not even once was I offered any kind of support, coupon concelation gift or any help. This is just plain bad service."
"Ordered a TV on Sunday, it shipped on Monday and arrived on Wednesday. Tracking on their website is worthless however. They showed it as "ready to Ship" on Tuesday."
"UNRELIABLE AND TERRIBLE CUSTOMER SERVICE
I am very disappointed with Sony. My purchase was made on 10/25 with estimated shipping 10/27. Because I needed the item in a rush, I paid express delivered so it would arrive by 10/30. To my surprise, the item was not shipped until 10/30.
I called 4 times and each time an employee would guarantee that the item would be delivered by 10/30. I made a point to inform the employee (whose command of English language was obviously not proficient) that delivery and shipping were not synonyms.
In one of the calls, I requested that I be waived of the $69 3-day shipping fee and the Sony overnight my item. Sony didn't overnight it. The items has not yet arrived and, according to FedEx website, is scheduled to arrive on 11/3, 5 days later.
I ended up buying the product somewhere else."
"I purchased my second PS3 and blue ray remote from Sony Style approximately two weeks after my first failed PS3 purchase. I felt that due to circumstances surrounding the previous purchase, that if I called they would give me free expedited shipping. The customer service rep at Sony Style was also convinced that I should receive the shipping, and was happy to escalate the matter. The rep explained that I would receive a response from the escalation department within 24 to 48 hours regarding the request. I never received the response, and about a week later, my PS3 arrived. I opened the PS3 box and discovered that the Dual Shock 3 wireless controller was missing, so I called customer support. They would not provide me with assistance until I contacted the appropriate department. After being transferred to multiple incorrect departments, I reached the correct department. To receive the controller I was told I had to fax a bunch of information and a copy of the original receipt. I was also informed that it would take roughly two weeks for the controller to arrive. I did not want to wait that long, so I called customer service, asked for an exchange, and explained the delay in getting the controller. The rep informed me that the exchange would take the same amount of time. I was shocked that a process utilizing a next day air shipping service could take two weeks. The rep then treated me to an explanation of said process, which I will not go into here. It will be sufficient for me to say that Sony Style requires that all customer service related issues be routed through departments other than customer service and that each of these departments takes between one and five business days to complete their job. Ultimately, for my inconvenience, the representative offered me 5% off the order. I choose to take the 5% and wait for the missing controller to be mailed to me.
After receiving the controller and setting up the PS3, the picture began to intermittently not display. Therefore, I called technical support. Tech support determined it was defective and provided me with an event ID. I then contacted customer service and gave them the event ID. They guaranteed next day air upon providing a Fed Ex tracking number. When I called back with the tracking number, the representative told me that they do NOT provide exchanges they only provided returns. He said that either I would need to wait for the product to arrive at Sony Style and a credit to be applied to my account before I repurchased it or I could incur the additional cost of purchasing a replacement immediately. He then offered to transfer me to sales if I chose the second option. I suggested that he/she must be mistaken because more than one rep has informed me of the option to exchange the product. Since he was unwilling to consider the possibility that he was incorrect, I asked to speak with a manager. He asked me to hold, several minutes later, he returned to the line and told me that I was being transferred to the department that handles exchanges. I was transferred to the SALES department; they do not handle exchanges. The salesperson I spoke with performed a three-way call with customer service to find out why I had been transferred to their department. The rep that he spoke with informed him of what the previous rep had written in the notes “customer service does not provide exchanges.” (why then, did this rep transfer me to the department that handles exchanges). After getting off the phone with the salesperson, I called back to customer service and asked for a manager, the person that I spoke with was happy to put me in contact with his manager and while I was holding, he tried to resolve my concern. Here is the amazing part: he told me that Sony Style DOES have an exchange process. This process is provided through the escalation department and the existence of this exchange process was documented in the notes for my case.
The rep said he would give the tracking number to the escalation department and I should expect a response within three to five business days. This response, he said, would contain a Fed Ex tracking number for my replacement. I did not receive communication from the escalation department. Thus, I called customer service and the rep was more than happy to send the concern (that I did not receive a response from the escalation department) to the escalation department, he also indicated that a response would be received within 24 to 48 hours. I waited 72 hours before calling back and requesting a manager. This manager fully understood my concerns and wanted to do everything possible to make sure that I would somehow be compensated for the inconvenience. He said he would personally speak with an escalation department manager and that I should expect a response from the escalation department within 24 to 48 hours. Within 48 hours, I had a response from the escalation department. Here is the message:
Response (Marta L) 10/27/2009 08:33 AM
Dear *****,
Thank you for shopping with Sony Style.
I apologize for the difficulties you experienced with your Sony Style order. We have received your item on 10/21/2009, and the receiving warehouse will process a refund within 7-10 business days and the credit will be applied to your account within 1-2 billing cycles.
As the refund process is in effect to replace the item will need to be done through the means of placing another order for the desired item.
Thank you for choosing Sony Style!
****
Sony Style Customer Care
"
"They accepted my order, took my credit card, held up my money, and then unilaterally cancelled the order five days later. When I called to complain, they told me the fine print in their contract says the order is only binding on the customer, not the seller. DONT TRUST SONY STYLE. "
"SonyStyle is great - it pays to buy direct! Absolutely no complaints as this point. I ordered my TV at around 12:30AM on 10/1 and FedEx brought it today, 10/6 just as expected. They shipped same day and the TV was packed nicely and came in perfect shape. I got a killer deal on a refurb, which I generally would avoid but the savings were too great to pass up. I ordered an LCD-TV a few months back from another retailer and the screen was completely smashed, so needless to say I was glad to find it in perfect shape. I have used it a bit today and no problems - SonyStyle rocks!"
"Worst store to purchase anything
Its been 17 days and still my order is in "Processing" state.
Every time I call customer care they say they will ask management to reply back.
2 weeks back I got response from so called Managment -
Sayng that your order has been shipped on 6th Jan 09 and they are sorry for delay.
After taking 3 day, They were talking of order that I had placed 9months back in January.
They are just useless. This is going to be my last order on Sony Style.
Last week, I got response that it will be shipped in 24-48 hrs and its been 7 days.
Today I called them again and they say its not processed yet.
NEVER EVER order any thing on sonystyle unles you are ready to wait for 3-4 weeks for your order"
"Like so many that have written reviews about Sony Style, my experience has been horrible. I found an item on their site that I wanted. It was listed as being in stock when I ordered it. Most ecommerce websites process transactions in 24 hrs and ship the item the next day or two. When I went to the site to track my order (which took FOREVER because the site is the s l o w e s t I've come across) I find that the estimated ship date is 2 days ago! Hmmmm. I wrote an email to "support". When I was finished sending it the site said I would get a response within 4 business hours. I still have yet to get a response back from them. Bottom line...I canceled the order just to be rid of the frustration! This has to be the worst experience I've had in buying off the web. After reading several of the reviews posted here I'm not surprised they are getting so many bad reviews. Don't get me wrong, you MIGHT get lucky like some of the folks have, but BEWARE, that seems to be the exception, not the rule."
"Terrible buying experience. Item shipped 5 days later than promised with no explanation other than boilerplate excuses. Calls to customer service were useless with numerous pledges to e-mail with up-to-date status not followed up. "