Sonos has confirmed that customers who received additional undelivered devices due to a recent software bug will not need to return the speakers. “Sonos does not require the return of additional equipment and respects the decision of each affected customer,” said spokesperson Madeline Krebs. “We have and will be fully compliant with FTC requirements.”
A summary of the Federal Trade Commission (FTC) requirements can be found on the US agency’s website. “You never have to pay for things you get but haven’t ordered,” the website reads† “You do not have to return merchandise that has not been ordered either. You have a legal right to keep it as a free gift.”
The software flaw came to light after Sonos customers began receiving between two and five additional devices after placing an order for just one. In some cases, they have even been charged for these unwanted extras. One particularly extreme example was when a customer received approximately 30 shipments from Sonos containing approximately $15,000 worth of audio equipment. Sonos has approached affected customers to offer refunds where appropriate and provide shipping labels to return the additional devices that were shipped in error.
But in customer support emails seen by The edge, support agents have not come forward about technically allowing customers to keep these additional devices. A customer tried to cite the FTC’s website as proof that they didn’t have to return the three extra Sonos Roam speakers they received after ordering just one. But the company’s support person seemingly ignored these comments and sent return labels anyway.
While the freebies will likely be welcomed by some customers, others may just want to get the bulky packages out of their homes. The customer who received about 30 Sonos shipments said the situation affected their relationship with their property manager, after the sheer volume of deliveries meant they had to leave the packages in the lobby of their building. The client said their property managers were “patient” about the situation, but in the end “were not happy with the boxes in the lobby.”