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Sonos glitch accidentally sent this guy $15,000 worth of speakers

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A few days ago, The edge reported a strange outage that caused Sonos to send customers more items than they ordered – and charge extra on top of that. While most customers received between two and six additional speakers, we were recently approached by a customer who had a much more extreme experience.

In a nutshell, this all came to the fore after two users got in touch The edge about this issue earlier this week and pointed us to: a Reddit thread with users who had the same (or similar) experiences ordering one or two speakers and received several in return. In an email sent to customers (which you can read in full in our previous report linked above), Sonos attributed the issue to a system update that resulted in “some orders being processed multiple times” and customers too were charged a lot.

But after purchasing a Sonos turntable set, Arc soundbar, Arc wall mount, single speaker and Roam speaker, a customer (who asked to remain anonymous) received a deluge of shipments that turned his apartment into a small Sonos warehouse. . Sonos gave him six of each item, resulting in about 30 different shipments appearing in his apartment building and for about $15,000 worth of products.

Like the other customers affected by the apparent outage, he’s also being charged for those extra items, and he’s been told he won’t see a full refund until he returns everything. The customer said he originally used a discount code to purchase the products, so he also gets a discounted price, but that still adds up to over $6,000 in additional costs.

Sonos has informed users that it will provide free return labels and let users schedule a pick-up using the carrier. But the customer we spoke to said that Sonos initially wanted him to print out the prepaid labels and then transport the truckload of unordered items to a local UPS store (to which the company later backed out after refusing). After Sonos sent a UPS courier to his apartment building yesterday, the UPS employee, not realizing that the customer needed to pick up 30 packages, took just one box, and then left.

The customer leaves some shipments in the lobby of his apartment building.

In addition to his wallet, the client tells us that this whole ordeal is also hurting his relationship with his property managers. The customer has received so many boxes that he can no longer fit them in his apartment, so he has started to leave the supplies in the lobby of his apartment building. “She [the property managers] are patient, but are not happy with the boxes in the lobby,” said the customer.

Thankfully the deliveries have stopped, but he still has dozens of boxes with nowhere to go. When he tried to contact Sonos customer service, he told us he’s “passed out daily to new reps” who promise to get a call or update that never comes.

Sonos hasn’t offered him anything for the inconvenience of converting his apartment into a Sonos storage unit, other than the “courtesy” of free shipping labels used to fix the problem that caused it in the first place.

Sonos declined to comment.

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