Elain Brown Tech 06.14.2022 03:Jun AM EDT

Sonos Charges Customers for Extra Speakers Accidentally Shipped to Them

Sonos has received numerous complaints about its speakers lately.

In a popular Reddit thread of the brand, numerous users, who are in pseudonyms, have flocked with their shared experience regarding the shipping problems they have encountered with Sonos.

Some customers who recently ordered speakers from Sonos' website received more than what they ordered, which normally would not be a cause for complaint. However, Sonos wants customers to return the additional products that were shipped, promising that they will refund the added cost.

Even though Sonos is offering customers a refund for the additional fees that they were charged, some customers are still dissatisfied because they were not given a discount for the inconvenience of having to deal with a problem that was not their fault.

Sonos Shipping Problems

Sonos customers were seen complaining in a thread on the social media platform Reddit. The tread is traction and alarm as the users have shared the same experiences that could potentially harm the company.

The experience is of ordering one Sonos Move speaker from the company's official website and then being able to receive multiple items or multiple wrong products in delivery. In this Reddit thread, this question was posted: "Anyone else get multiple shipments for the same order in error?"

User sk8605 replied, stating, "Yup. Ordered a Ray, and was charged for and sent 4 of them. SONOs redirected 3 of them back with Purolator before we got them. "

In the thread, a user named Tobi-2 complained about receiving two Sonos Move after ordering one. As reported by The Verge, two different users have reported to them that they each placed an order for one Sonos Move but ended up receiving three of them instead.

Another user reported that they had been charged over $2,000 after placing an order for one Move speaker but receiving seven speakers in total. Based on the email that the company sent to its customers, it looks like there were also complaints about some users being overcharged for their purchases.

Additionally, they claim that Sonos has provided them with an estimated timeframe of up to ten business days before they will receive their refund. It turns out that this is not just affecting orders for Sonos Move but also for Roam and Ray.

Sonos' Mitigation

Sonos sent out emails to users that were affected and apologized to their customers for the inconvenience of the shipping mishaps.

According to the company, the recent update in their systems caused certain orders to be processed multiple times. Unfortunately, this error has resulted in an excessive charge being applied to their account. Sonos also admitted that users might have a tendency to receive orders that will be delivered to them in multiple separate shipments.

The company's Chief Information Officer, Ruth Sleeter, stated, "I want to personally apologize for the inconvenience this has caused. You will receive a full refund for any excess orders and should see the credit issued to your account within 10 business days."

The email detailed that, within one to two business days, users will receive an email at this address containing prepaid return labels for any excess orders that they have placed. Sonos stated that they will gladly schedule a pick-up with their carrier in order to make this process as uncomplicated as possible for their affected customers.

On a positive side, the company was keen on providing contact information on where the customers could reach them. The affected users can get in touch with them either by responding to this email or calling their priority support line at 1 (800) 680-3527 between the hours of 7 AM and 4 PM PT, Monday through Friday.