Some prospects who’ve lately ordered audio system from the Sonos web site have obtained greater than they ordered, which might not usually be a cry – however Sonos has charged additional for the gadgets despatched by mistake and desires them again. Whereas Sonos provides customers a refund for added prices, some are nonetheless disenchanted that they weren’t supplied a reduction for the inconvenience of resolving a problem they did not trigger.
Two separate customers mentioned The Verge they positioned an order for a single Sonos Transfer and obtained three. One other consumer mentioned he was charged greater than $ 2,00zero after ordering a Transfer speaker and receiving a complete of seven. They are saying Sonos has given them as much as 10 enterprise days to obtain their refund.
There are additionally lots of different reviews in a thread on Reddit that point out that the problem impacts extra than simply Transfer – different customers have ordered Roam and Ray, some saying they’ve obtained (and been charged for) wherever to 2 to 5 extra audio system.
In an e-mail notification to customers, Sonos informs affected prospects that they’ve been “overcharged” and “may also obtain extra shipments” of their order. Sonos is blaming a system replace that has led to “a number of order processing.” The corporate is asking affected prospects to ship the extra audio system again with a pay as you go label supplied and says they’ll use the Sonos service for lifting.
You’ll be able to learn the total message under, which is signed by Ruth Sleeter, Sonos’ Director of Info:
A current replace to our programs has resulted in orders being processed a number of instances. Sadly, you’ve got been affected by this error and have been overloaded. Additionally, you will obtain extra shipments of your order.
I need to apologize personally for the inconvenience attributable to this. You’ll obtain a full refund for any extra orders and it’s best to see the credit score issued in your account inside 10 enterprise days.
Additionally, you will obtain pay as you go return tags for any extra orders at this e-mail tackle inside 2-Three enterprise days. To make this as straightforward as doable for you, we’re pleased to schedule your pick-up from our service. Please reply to this e-mail or name our precedence helpline at 1-800-680-3527 between 7:00 AM and four:00 PM PT, Monday via Friday.
Once more, we’re actually sorry. Thanks for being a invaluable buyer and for supporting Sonos. Issues like this are uncommon and we’ll do our greatest to right them.
Please don’t hesitate to contact us for any additional questions or issues.
We do not know what number of prospects have been affected by the issue or when the issue began. It is definitely not good for Sonos, although, and it is not clear if there are penalties for individuals who do not return it.
Sonos might not be capable of legally cost prospects who don’t ship them again. A publish on the Federal Commerce Fee (FTC) web site says “you by no means must pay for the stuff you obtain, however you did not order” and that “you do not have to return unordered items.” web site. The Verge contacted Sonos with a request for remark, however didn’t obtain a response instantly.
Up to date June 13, 6:49 PM ET: Up to date so as to add extra detailed info from an affected buyer.
