Here's what happens when Sonos does not stop sending speakers to you

Here’s what happens when Sonos does not stop sending speakers to you

A few days ago, The border reported a strange error which made Sonos send customers more goods than they ordered – and charged extra in addition. While most customers got anywhere from two to six extra speakers, we were recently contacted by a customer who has had one much more extreme experience.

As a quick summary, all this arose after two users contacted The border on this issue earlier this week and referred us to a Reddit thread with users who have had the same (or similar) experience of ordering one or two speakers and getting several in return. In an email sent to customers (which you can read in full in our previous report linked above), Sonos attributed the problem to a system update that resulted in “certain orders being processed multiple times” and customers being overcharged.

But after buying a Sonos turntable, Arc soundbar, Arc wall mount, One speaker and Roam speakers, a customer (who asked to remain anonymous) was met by a flood of shipments that have effectively turned his apartment into a small Sonos warehouse. Sonos has given him six of each item, resulting in about 30 different shipments appearing in his apartment building and about $ 15,000 in products.

Like the other customers affected by the obvious error, he is also charged for the extra items, and he had been told that he will not receive a full refund until he has sent everything back. The customer said that he originally used a discount code to buy the products, so he is also charged at a discounted price – but it still gives over $ 6,000 in extra fees.

Sonos has promised to reimburse customers affected by these problems within ten days. In another email The border, Sonos spokeswoman Madeline Krebs confirmed: “Refunds are processed and will be issued regardless of product returns.” As we pointed out earlier, they may not have much choice in the matter – The language on the FTC’s website indicates that federal law protects customers from having to pay for products that show up even though they did not order them.

Sonos has told users that they will provide free return labels and allow users to book a pickup with their carrier. But the customer we spoke to said that Sonos first wanted him to print the prepaid labels and then transport the truck with unordered goods to a local UPS store (which the company later went back on after refusing). After Sonos sent a UPS carrier to its apartment building yesterday, the UPS worker did not realize that the customer needed to pick up 30 packages, just took a box and then left.

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

In addition to damaging his wallet, the customer tells us that this whole ordeal also damages 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 deliveries in the lobby of his apartment building. “The [the property managers] have patience but are not happy with the drawers in the lobby, ”said the customer.

Fortunately, deliveries have stopped, but he still has dozens of boxes that have nowhere to go. When he tried to contact Sonos customer service, he said he was “sent around daily to new representatives” who promise he will get a call or an update that never comes.

Sonos has not offered him anything for the hassle of converting his apartment into a Sonos storage unit other than the “sorting” of free shipping labels used to fix the problem it caused from the beginning.

Sonos declined to comment further.

Update June 15, 20:52 ET: Added a statement from Sonos that customer refunds are issued regardless of returns.

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