0 Stars! PlayStation Customer Service is an absolute joke. The website is designed to annoy people and make it impossible to contact Customer Services. I had an issue with a voucher where I couldn't get the code as it had peeled off. I was told by the retailer to contact PlayStation. That was start of the stress. All I wanted was a number to call, but there was nothing on the vouchers and all internet searches took me to the useless website. I kept on going round and round in circles clicking the 'contact us' button, but i would just end up back to where i started! It suggested I used the online bot which after a while put me in queue of 98 people, when I got down to 88 it stopped for ages and demanded I acknowledged I was still waiting. But after an hour it disconnected! I kept on trying again, but I must have annoyed the bot because every time i try to use it, it told me I was banned and gave me a link for the circle of doom! After 3 days of trying I finally by pure luck found a telephone number so I called it. I then spend 2 hours, that's right TWO hours on hold where I couldn't wait any longer, luckily i had a call back option. 14 hours later I got a call back and the person on the other end said she couldn't help me and I had to contact the voucher company direct and they told me I had to go to the retailer! Talk about going around in circles! The retailer didn't know how to resolve voucher issue and were blaming PlayStation! No one has a clue what is going on, there is no clear process of how to resolve this simple voucher issue. Everyone is blaming everyone else. The clear blame and responsibility for all of this is with Sony. Although Sony clearly thinks that the customer is to blame. I have emailed PlayStation to complain and guess what? They have completely ignored me and now my emails are not even being acknowledged! This is the first time I have had to contact PlayStation Customer Services and I have never been so stressed, frustrated and angry. Sony, you are an absolute disgrace of a company. I really liked your brand, but you have completely and utterly destroyed your reputation by such incompetence and disregard for your customers. You need to take personal responsibility and listen to your customers, just take a look at your reviews, it says it all. But I know this will be in vain, Sony will just do nothing, ignore it and carry on regardless which is why I will never be buying anything from Sony again and I suggest if your reading this, to do the same. Unless you love being stressed and going around in circles being ignored. Tip for consumers:Very poor customer service. Products used:Gift card voucher Service Value Returns Quality Date of experience: January 7, 2025This happened a few years back, I was playing ESO (Elder Scrolls Online) where you pay a monthly subscription to be able to play. It was actually billed quarterly and after some time I stop playing it. I had PS Plus and some other subscription that allowed me to play bunch of different games, even online, without a need to download them. Anyway, after some time I decided to take a break and stop playing games. Went to subscription section on my Playstation and cancelled everything I could see there. ESO was not there. After some time I got an email that I was successfully charged £60 for ESO. I went to subscription section and couldn't see ESO there. Always, I will repeat, I could always see in my subscriptions section on Playstation any subscription I've had and could cancel it any time if I wanted. For some reason ESO wasn't there. I've logged in on my PC to Playstation account and could see it there. Cancelled it. Emailed Playstation Store support and was told that I've got an email 15 days before I was charged. That's a lie. I went through all my emails and could only see the one where they already charged me. Their reply was literally, you've got an email, you were warned case closed. I've replied that is not true and I've never got an warning email. Second reply was pretty much the same. Something like, "We are sorry it didn't worked out in your favor, bye bye" I sold my Playstation and will never, ever again deal with Sony. Ever again in my life. That was unacceptable, unprofessional and illegal. Edit: I sold it straight away after that happened. Why shady and illegal business Sony does is allowed at all? Why there is absolutely zero customer protection? Why garbage companies like Sony doesn't get penalized for what they are doing? Date of experience: October 12, 2024I bought a game on 01/19/2024 found out it was a online game went to return the game they refused to refund even when there website states that they will refund within 15 days purchase such a scam don't buy from Sony Tip for consumers:False advertising Products used:PS5 video game Service Value Shipping Returns Quality Date of experience: January 23, 2024Worst customer service I have ever experienced! If I could give it a zero, I would. A new account was created using my email and I can't even reach a human being! I will not be purchasing, recommending or allowing my children to use PlayStation anymore. Products used:None myself. Service Value Quality Date of experience: March 4, 2024Hello, On 01/23/2024 I received an account suspension wherein I know for sure no violation occurred. Upon contacting PlayStation the customer support as not helpful at all as no reason could be given and the email gave a general list of reasons with nothing specific. This has never happened to my account until last night while my son played Fortnight. We (mother and father) were there so no violation occurred. I will no longer be purchasing any digital games through PlayStation moving forward due to PlayStations fraudulent ability to suspend accounts and provide no clear evidence to did so. In addition I will be deleting the Sony Store for movies and only go through Apple. I have hundreds of games and movies that at a whim PlayStation can simply steel by not giving access. Again I will no longer purchase anything digital through PlayStation ever again. And I hope a US government body investigates PlayStation for this behavior as it amounts to theft. Date of experience: January 24, 20242 step authentication just popped up on my account without me setting it up prior. I cannot get into my account to change it and can't even log in because of the 2 step authentification. It's a gaming console. Let me play my games. I have been on hold with Sony for 7 days without any answer. Just goes straight to "too many lines" and hangs up. I'm done. Throw it away. Thing is absolute $#*!. Service Value Shipping Quality Date of experience: September 21, 2023I was recently permanently banned. I wasn't the one in the party that got reported, nor was I speaking out of context. I applied for an appeal and got rejected. The terms of service are horrible and soft. They implement a ban system that stacks. You aren't band for your offense committed, you get banned based off the amount of times you have been banned before. I will be switching to Xbox because I can't deal with making a new account without my games because it's basically a scam. I payed for all of these and can no longer play them. Date of experience: September 8, 2023Purchased the Starwars survivor game and it glitched within 1 hour playing. Called PlayStation and they would do nothing. Told me to call developer even though I purchased it from PlayStation. 1 star for service and 1 star quality. Date of experience: September 20, 2023I am disgusted with Sony. They took $212.16 on Wednesday 21 2024 with out authorization! I didn't even buy anything from u guys! Been almost two years since I bought anything from this company cuz I'm financially struggling. Never ever would I buy that much money from u guys especially being a single mom struggling right now. What sickens me is you don't even care! I made a report to my bank, I'm NEVER using u guys ever again. 5 years ago you guys ripped me off, 5 games I bought and never got them! You guys are theifs. Tip for consumers:Yea I'd like to share that you guys are criminals, theifs took $212.16 after trusting you with my bank info when I NEVER authorized it nor did I buy anything! Criminals Products used:Play station 4. You guys are theifs stole money from my bank with out authorization! Service Value Shipping Returns Quality Date of experience: February 25, 2024I tried to call PlayStation multiple times says they are closed. I'm trying to get into both of my PlayStation accounts and PlayStation does not want to reach out to me. I will no longer be using a PlayStation. I've never had problems with PlayStation before and it's pissing me off that PlayStation is not answering the phone or helping me. Date of experience: January 19, 2024I was trying to get my account that I haven't had access to in years. When I was a kid still living with my parents I turned on 2sv and set it to the number I had. When I decided I wanted to have that account back I reached out to my family to ask them to help but they got rid of that line so I turned to playstation customer support and was able to literally provide everything including the email and username. I was even able to tell how recently the password was changed. So I waited for almost an hour then when I finally got assistance the person said "we need to verify it's your account. When was the last transaction on it?" I said I don't remember its been years. Finally after me basically begging they ask if I had any questions because if not they will have to disconnect. I said yeah may I speak to a supervisor. The playstation support person then said yes this is the right department it will literally be another conversation with the same results. Service Value Date of experience: December 20, 2023I tried getting a refund and they wouldn't help me so instead I asked the bank to suspend the transaction. In doing so psn suspended my account and is holding all my preorders hostage till I "pay back my debt" to them. I didn't know I was talking to the mob. Service Value Returns Quality Date of experience: February 5, 2024Unable to buy product from this website (tried several times). Similar experience as many potential customers describe. Error messages displays all the time during purchase process. Direct.playstation has no respect or interest in customers. Also they are not value its reputation, however, which they do not have (so, why worry about it?) Not recommend to friends and family members - it's capitalism and direct.playstation has to work hard to deserve our money. Tip for consumers:Unable to buy product from this website (tried several times). Similar experience as many potential customers describe. Error messages displays all the time during purchase process. direct.playstation has no respect or interest in customers. Also they are not value its reputation, however, which they do not have (so, why worry about it?) Not recommend to friends and family members - it's capitalism and direct.playstation has to work hard to deserve our money. Products used:Unable to buy product from this website (tried several times). Similar experience as many potential customers describe. Error messages displays all the time during purchase process. direct.playstation has no respect or interest in customers. Also they are not value its reputation, however, which they do not have (so, why worry about it?) Not recommend to friends and family members - it's capitalism and direct.playstation has to work hard to deserve our money. Service Value Shipping Returns Quality Date of experience: March 3, 2023I am very annoyed by playstation customer support almost not existed, my son bought a game accidentally and wanted to refund it, there was absolutely no way to contact them, only online assistant that looks like a fraud as it puts you in the queue to talk to an agent then closes the chat by itself before connecting to to anyone, what a terrible terrible experience. Service Returns Date of experience: December 1, 2022I've been a loyal customer to them for years and I am extremely disappointed in our last encounter. I purchased a game that had faulty content and ended up being broken in multiple ways and this game cost 64$. I used it for one day and wanted my refund. Their website clearly states that you get a refund for faulty content within 14 days. Yet the woman on the phone was extremely rude and offered me no solutions whatsoever. I've had Xbox in the past and they never acted like this so if you're seeing this and looking to buy one or the other, GO WITH XBOX. Products used:Game Service Value Shipping Returns Quality Date of experience: February 25, 2022Don't waste your time. So Sony/playstation waiting list lie. They have you sign up or sign into your PS account to then enlist to have a chance of attaining a console that has been all but accessible anywhere, so you would figure this would be your best shot. Nope! They email you an event exclusive where you are supposed to have a chance to finally order one from production. You get into this "event" and no consoles are available. Though they offer free shipping and half off games, accessories and such but for what? A console you will NEVER own. You could go pay double from a fake site saying they have one to sell you but almost all of these are SCAMS. Apparently so is Sony themselves. No longer will I bother throwing away my money on a company that is clearly unprofessional and incompetent. Service Quality Date of experience: April 20, 2022I got a new PS5 tried to add my account on the new ps5 and i do not know my password spent hours on the phone with PlayStation and not able to help me cause i don't have an order number for a resent transaction. So they want me to start over not happening i guess i will just return the ps5 and keep my ps4 that is already logged in to my account Super frustrating Service Quality Date of experience: January 9, 2024Bought a PS5 from the site, it came with broken CD drive. Sony did nothing to help. Made several attempts to call and ask for help. They provided false promises and did not follow through with anything. I've had enough. I lost 500-600 bucks and I'm tired of fighting for my refund. Buy at your own risk. Good luck. Tip for consumers:If you wanna gamble your 500-600 bucks go for it. You might get a good PS5 or you might get something that is broken. Good luck with waiting for an hour on the phone and dealing with poor customer service via online. I had to google what the telephone number was to reach Sony because they didnt have it readily available on their site. That was already a red flag. Service Value Shipping Returns Quality Date of experience: December 29, 2022Unauthorized purchases that were made on my Playstation account were not refunded. I explained that EA Games support took more than 14 days to reply that caused my transactions to exceed the 14 day refund policy, but my agent provided no accommodations or flexibility regarding my case at all. I will be cancelling all of my family's business with Playstation immediately following this very frustrating and unsupportive experience. Service Value Returns Date of experience: June 23, 2022Super fast and easy to use ordering from playstation direct. Shipped quickly, and arrived in 2 days. They were emailing me with the status of my order several times even within those two days. I'm extremely pleased with Sony Playstation and how they did everything to the best of their abilities for me. Awesome experience for me... Tip for consumers:In order to use playstation direct, you have to register to buy direct from Sony Playstation. Look it up online and register. If you receive an email back, your in. I waited for a little while (2-3 weeks) but in my situation, I'd rather wait than pay 3 times the price for a PS5. Products used:PS5 console Disc version Service Value Shipping Quality Date of experience: January 7, 2022Make sure that you don't save your credit card information inside the account on the game because it will let your child charge with out authorization from you. AND, they don't refund even though they know it was a 10 yr old kid. Date of experience: January 16, 2016It's complicated and boring having to register credit card to send funds to the account of the Playstation Store, should have option to pay by invoice or online transfer. But everything is processed quickly and that made me happy. Service Value Shipping Quality Date of experience: May 27, 2016I've had years of experience with Sony's playstations which goes back to the first one. It pulled me through my childhood and I had a lot of joy with it. Sony has never disappointed me with their most successful product. Date of experience: December 29, 2015I trying to go online and every 2 days there's an update! Can someone let me in on the happens?! Stop the update please. I'm paying for online to play when I'm ready not wait on no update every 2 day. Bad business. Do anyone care any more. Smh Service Value Shipping Returns Quality Date of experience: May 17, 2022I prefer the Playstation system to any other console, but the exclusives for the other consoles always stand out to me more so it's an interesting dilemma. I'm still generally Playstation all the way. My first game console was the first Playstation and I've had each upgrade since then. Date of experience: June 16, 2016