A few days ago, The edge reported a strange bug This caused Sonos to ship customers more items than they ordered – and charge extra on top of that. While most customers received two to six additional speakers, we were recently contacted by a customer who had a much more extreme live.
In short, all this appeared after two users contacted The edge about this issue earlier this week and told us a Reddit thread with users who have had the same (or similar) experience of ordering one or two speakers and receiving 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 resulting in “some orders processed multiple times” and customers being overcharged. .
But after buying a set of Sonos turntables, an Arc soundbar, an Arc wall mount, a speaker and a Roam speaker, one customer (who asked to remain anonymous) was met with a flood of expeditions that effectively transformed his apartment into a small Sonos warehouse. Sonos gave him six of each item, which resulted in about 30 different shipments through his building and about $15,000 worth of product.
Like the other customers affected by the apparent issue, he is also charged for these additional items, and was told he would not see a full refund until he sent everything back. The customer said he originally used a discount code to buy the products, so he’s also charged a discounted price, but that’s still over $6,000 in extra charges.
Sonos has promised to reimburse customers affected by these problems within ten days. In an email to The edge, Sonos spokeswoman Madeline Krebs confirmed, “Refunds are being processed and will be issued regardless of product return.” As we pointed out earlier, they may not have much choice in the matter – language on the FTC website indicates that federal law protects customers to have to pay for products that appear even if they did not order them.
Sonos told users it will provide free return labels and allow users to schedule a pickup using its carrier. But the customer we spoke to said Sonos initially wanted him to print the prepaid labels and then transport the unordered items truck to a local UPS store (which the company later returned to after its refusal). After Sonos sent a UPS carrier to his building yesterday, the UPS employee didn’t realize the customer needed to pick up 30 packages, took just one box, and then left.
In addition to hurting his wallet, the client tells us that the whole ordeal is also hurting his relationship with his property managers. The client received so many boxes that he can no longer fit them into his apartment, so he started leaving deliveries in the lobby of his building. “They [the property managers] are patient but not happy with the boxes in the lobby,” the customer said.
Fortunately, deliveries have stopped, but he still finds himself with dozens of boxes that have nowhere to go. When he tried to contact Sonos customer service, he told us he was “passed on to new reps daily” who promise he’ll get a call or an update that never comes.
Sonos offered her nothing for the inconvenience of converting her apartment into a Sonos storage unit besides the “courtesy” of free shipping labels used to fix the problem she caused in the first place.
Sonos declined to comment further.
Updated June 15, 8:52 p.m. ET: Added a statement from Sonos that customer refunds are issued separately from item returns.
#Heres #Sonos #sending #speakers