People are being sent huge numbers of Sonos speakers they did not order
One customer received 30 packages worth $15,000 after only ordering five products
Your support helps us to tell the story
From reproductive rights to climate change to Big Tech, The Independent is on the ground when the story is developing. Whether it's investigating the financials of Elon Musk's pro-Trump PAC or producing our latest documentary, 'The A Word', which shines a light on the American women fighting for reproductive rights, we know how important it is to parse out the facts from the messaging.
At such a critical moment in US history, we need reporters on the ground. Your donation allows us to keep sending journalists to speak to both sides of the story.
The Independent is trusted by Americans across the entire political spectrum. And unlike many other quality news outlets, we choose not to lock Americans out of our reporting and analysis with paywalls. We believe quality journalism should be available to everyone, paid for by those who can afford it.
Your support makes all the difference.People are being sent huge numbers of Sonos speakers they did not order.
One Sonos customer – who only ordered a Sonos Turntable Set, Arc soundbar, Arc wall mount, One speaker, and Roam speaker – was sent $15,000 worth of products. It seems that a strange glitch resulted in the 30 of each product being sent to the customer, The Verge reports.
In an email sent to customers, Sonos apparently claimed that the problem was due to a system update meaning that “some orders [were] processed multiple times” – with customers being charged for the extra products.
The customer said that Sonos would not refund their error until he had shipped all products back.
A Sonos spokesperson said that “refunds are being processed and will be issued independent from the return of products,” and those affected by the problem should have their money back within 10 days.
In the meantime, however, customers receiving multiple products still must store the hardware. The customer alleges that Sonos’ customer service “passed [them] around daily to new reps” who say that they will receive an update – although they have apparently not yet received any help.
On Reddit, many other customers have been experiencing similar issues. “Got 3 Subs and 3 Arcs. Ordered only one of each. Major hassle. And they charged my visa 3x. So now Sonos is using up a nice portion of my available credit. Plus they want the customer to take the extra stuff to the UPS store themselves”, one customer wrote.
“And nothing but ‘sorry’ for all the hassle. Nice. Not the way an upscale company should be treating it’s [sic] customers”, the continued.
According to the Federal Trade Commission, in the United States “companies can’t send unordered merchandise to you, then demand payment. That means you never have to pay for things you get but didn’t order. You also don’t have to return unordered merchandise. You’re legally entitled to keep it as a free gift.”
Sonos did not respond to The Independent’s request for comment before time of publication.
Join our commenting forum
Join thought-provoking conversations, follow other Independent readers and see their replies
Comments