Some customers who recently ordered speakers from Sonos’ website received more than they ordered, which isn’t normally something to complain about, but Sonos charged extra for the devices that were shipped in error and wants them back. While Sonos offers users a refund for the additional cost, some are still disappointed that they didn’t get a discount for the inconvenience of fixing an issue they didn’t cause.
Two separate users reported the issue to: The edge†In both cases, they placed an order for a single Sonos Move and received three. There are plenty of other reports in a thread on reddit indicating that the problem affects more than just the Move – other users ordered the Roam and Ray, with some saying they received (and were charged) anywhere from two to five additional speakers. One user on Twitter says they charged nearly $2,000 for the extra speakers and reported receiving even more in the mail after returning the first batch.
In an email notification to users, Sonos informs affected customers that they have “overcharged” and “will also receive multiple shipments” of their order. Sonos attributes the problem to a system update that caused “some orders to be processed multiple times”. The company asks affected customers to return the extra speakers with a prepaid label included, and says they can use Sonos’ carrier to pick them up.
You can read the full message below, which was signed by Ruth Sleeter, Sonos chief information officer:
A recent update to our systems resulted in some orders being processed multiple times. Unfortunately, you encountered this error and overcharged. You will also receive multiple shipments of your order.
I would like to personally apologize for the inconvenience this has caused. You will receive a full refund for any excess orders and should see the credit in your account within 10 business days.
You will also receive prepaid return labels for any excess orders to this email address within 2-3 business days. To make it as easy as possible for you, we are happy to schedule the pick-up with our carrier. Reply to this email or call our priority support line at 1 800-680-3527 between 7 a.m. and 4 p.m. PT, Monday through Friday.
Again, we are sincerely sorry. Thank you for being a valued customer and supporting Sonos. Problems like this are rare and we will do everything we can to make it right.
Please don’t hesitate to get in touch with any additional questions or comments.
We don’t know how many customers were affected by the issue or when the issue first started. It’s certainly not good for Sonos, though, and it’s unclear if there will be any consequences for those who don’t return them.
Sonos may not be able to charge legal fees to customers who do not return them. A post on the website of the Federal Trade Commission (FTC) says “you never have to pay for things you get but didn’t order” and that “you don’t have to return merchandise that you haven’t ordered either.” website. The edge contacted Sonos with a request for comment, but didn’t hear back immediately.
