Some customers who order Sonos speakers from the website have received more than they ordered. Although it may not be something to complain about, people are actually complaining because Sonos charged them extra for the devices and they want their money back.
Currently, Sonos has addressed the issue by issuing refunds for the additional charges. However, some are disappointed because they didn't receive a discount for the inconvenience of dealing with a problem that is not their fault.
The company sent an email to the users acknowledging that they have overcharged them and will receive multiple shipments of their orders. According to Sonos, this is due to a system update that resulted in orders being processed multiple times. They ask the customers to ship the extra speakers with the provided prepaid label. The affected users can use Sonos' carrier for pickup.
An excerpt from the email reads, "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 issues to your account within 10 business days," signed off by Ruth Sleeter, the chief information officer of Sonos.
Also Read: Leaked $250 Sonos Soundbar to Come With Surround Sound But There's a Catch
What Customers Have to Say
A user placed an order for a single Sonos Move, but ended up receiving three. There is also another user who has been charged over $2,000 after ordering one Move speaker but instead got seven.
There are more reports on Reddit that say it's not only happening on the Move orders, but the same thing is happening to the Roam and Ray orders.
It is unclear the number of customers who were affected by the issue or when it all started. Also, it is unclear if there are consequences for customers who don't return them.
The thing is, the company may not be able to legally charge those affected customers who choose not to return the products based on a rule on the Federal Trade Commission's (FTC) website. It states that there's no need to pay for things you get but didn't order; additionally, there is also a rule that consumers don't need to return unordered merchandise.
With that, who knows if some affected customers will return the additional speakers they received? It all boils down to integrity; however, the inconvenience the company has caused these customers may lead to a loss, which could be significant if this happened to many customers.
Only Sonos can tell if their customers are honest enough to return the speakers because if there are no loopholes to the FTC rule, then there's nothing the company can do.
Currently, Sonos Roam and Move Bluetooth speakers are on sale for 20 percent off.
Related Article: Sonos CEO Patrick Spence Releases Statement to Clarify Announcement to Discontinue Legacy Product System Updates
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Written by April Fowell
