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Sonos accidentally shipped customers extra speakers and charged them for it - The Verge

Sonos accidentally shipped customers extra speakers and charged them for it - The Verge

Sonos accidentally sent and charged customers for extra speakers that they never ordered. The company’s providing refunds to extra customers and is asking that they send the speakers back.

Some customers who recently ordered speakers from Sonos’ website received more than what they ordered, which normally wouldn’t be something to complain about — but Sonos charged extra for the devices sent in error and wants them back. While Sonos is providing users with a refund for the additional charges, some are still disappointed they weren’t offered a discount for the inconvenience of dealing with a problem they didn’t cause.

Two separate users told The Verge they placed an order for a single Sonos Move and received three. Another user said they’ve been charged over $2,000 after ordering one Move speaker and receiving a total of seven. They say Sonos has given them a timeframe of up to 10 business days until they get their refund.

There are also plenty of other reports in a thread on Reddit that indicate the issue affects more than just the Move — other users ordered the Roam and Ray, with some saying they received (and were charged for) anywhere from two to five extra speakers.

In an emailed notice to users, Sonos informs affected customers they “have been overcharged” and “will also receive multiple shipments” of their order. Sonos blames the problem on a system update that resulted in “some orders being processed multiple times.” The company asks that affected customers ship the extra speakers back with a provided prepaid label and says they can use Sonos’ carrier for pickup.

You can read the full message below, which is signed off on by Ruth Sleeter, Sonos’ chief information officer:

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