Sonos by chance shipped shoppers further audio system and charged them for it

Some shoppers who lately ordered audio system from Sonos’ web site won greater than what they ordered, which generally wouldn’t be one thing to bitch about — however Sonos charged further for the gadgets despatched in error and desires them again. While Sonos is offering customers with a reimbursement for the extra fees, some are nonetheless disillusioned they weren’t introduced a bargain for the inconvenience of coping with an issue they didn’t purpose.

Two separate customers advised The Verge they positioned an order for a unmarried Sonos Move and won 3. Another consumer mentioned they’ve been charged over $2,000 after ordering one Move speaker and receiving a complete of 7. They say Sonos has given them a time frame of as much as 10 industry days till they get their refund.

There also are a number of different stories in a thread on Reddit that point out the problem impacts extra than simply the Move — different customers ordered the Roam and Ray, with some announcing they won (and have been charged for) anyplace from two to 5 further audio system.

In an emailed understand to customers, Sonos informs affected shoppers they “have been overcharged” and “will also receive multiple shipments” in their order. Sonos blames the issue on a machine replace that led to “some orders being processed multiple times.” The corporate asks that affected shoppers send the additional audio system again with a supplied pay as you go label and says they may be able to use Sonos’ service for pickup.

You can learn the whole message underneath, which is signed off on via Ruth Sleeter, Sonos’ leader data officer:

A contemporary replace to our methods led to some orders being processed more than one instances. Unfortunately, you have been suffering from this mistake and feature been overcharged. You can even obtain more than one shipments of your order.

I wish to in my view say sorry for the inconvenience this has led to. You will obtain a complete refund for any extra orders and will have to see the credit score issued in your account inside of 10 industry days.

You can even obtain pay as you go go back labels for any extra orders to this e-mail deal with inside of 2-3 industry days. To make this as simple as imaginable for you, we’re satisfied to time table pick-up with our service. Please respond to this e-mail or name our precedence make stronger line at 1 800-680-3527 between 7 AM and four PM PT, Monday thru Friday.

Again, we’re in point of fact sorry. Thank you for being a valued buyer and supporting Sonos. Issues like this are uncommon, and we can do the whole lot we will be able to to make it proper.

Please don’t hesitate to achieve out with any further questions or considerations.

We don’t know the way many shoppers have been suffering from the problem or when the issue first began. It undoubtedly isn’t just right for Sonos, despite the fact that, and it’s unclear if there are any penalties for many who don’t go back them.

Sonos would possibly not be capable to legally rate shoppers who don’t ship them again. A put up at the Federal Trade Commission’s (FTC) web site says “you never have to pay for things you get but didn’t order” and that “you also don’t have to return unordered merchandise.” web site. The Verge reached out to Sonos with a request for remark however didn’t straight away pay attention again.

Update June thirteenth, 6:49PM ET: Updated so as to add extra detailed data from an affected buyer.

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