Sonos by accident shipped clients additional audio system and charged them for it

Sonos accidentally shipped customers extra speakers and charged them for it


Some clients who just lately ordered audio system from Sonos’ web site obtained greater than what they ordered, which usually wouldn’t be one thing to complain about — however Sonos charged additional for the gadgets despatched in error and needs them again. Whereas Sonos is offering customers with a refund for the extra costs, some are nonetheless disenchanted they weren’t supplied a reduction for the inconvenience of coping with an issue they didn’t trigger.

Two separate customers advised The Verge they positioned an order for a single Sonos Transfer and obtained three. One other consumer mentioned they’ve been charged over $2,000 after ordering one Transfer speaker and receiving a complete of seven. They are saying Sonos has given them a timeframe of as much as 10 enterprise days till they get their refund.

There are additionally loads of different studies in a thread on Reddit that point out the problem impacts extra than simply the Transfer — different customers ordered the Roam and Ray, with some saying they obtained (and have been charged for) wherever from two to 5 additional audio system.

In an emailed discover to customers, Sonos informs affected clients they “have been overcharged” and “will even obtain a number of shipments” of their order. Sonos blames the issue on a system replace that resulted in “some orders being processed a number of instances.” The corporate asks that affected clients ship the additional audio system again with a offered pay as you go label and says they’ll use Sonos’ service for pickup.

You’ll be able to learn the complete message under, which is signed off on by Ruth Sleeter, Sonos’ chief info officer:

A latest replace to our techniques resulted in some orders being processed a number of instances. Sadly, you have been affected by this error and have been overcharged. Additionally, you will obtain a number of shipments of your order.

I need to personally apologize for the inconvenience this has brought about. You’ll obtain a full refund for any extra orders and will see the credit score issued to your account inside 10 enterprise days.

Additionally, you will obtain pay as you go return labels for any extra orders to this e-mail tackle inside 2-3 enterprise days. To make this as simple as potential for you, we’re blissful to schedule pick-up with our service. Please reply to this e-mail or name our precedence help line at 1 800-680-3527 between 7 AM and 4 PM PT, Monday by Friday.

Once more, we’re really sorry. Thanks for being a valued buyer and supporting Sonos. Points like this are uncommon, and we are going to do every part we will to make it proper.

Please don’t hesitate to succeed in out with any extra questions or issues.

We don’t know what number of clients have been affected by the problem or when the issue first began. It undoubtedly isn’t good for Sonos, although, and it’s unclear if there are any penalties for many who don’t return them.

Sonos could not be capable of legally cost clients who don’t ship them again. A put up on the Federal Commerce Fee’s (FTC) web site says “you by no means must pay for belongings you get however didn’t order” and that “you additionally don’t must return unordered merchandise.” web site. The Verge reached out to Sonos with a request for remark however didn’t instantly hear again.

Replace June thirteenth, 6:49PM ET: Up to date so as to add extra detailed info from an affected buyer.


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