Sonos Screws Up Again, Customers Charged For Speakers They Never Ordered
After trying to nobble customers speakers via a software update, in an effort to drive a new speaker sale prior to COVID, Sonos has again been caught out, with customers shipped speakers they did not order and then billed for the additional speakers.
Customers who ordered a single speaker suddenly found they had been shipped three speakers and billed for them.
Now Sonos who are desperate to get the speakers back, are being asked to compensate consumer for the inconvenience of having to find time to pack and ship the goods back.
Sonos who are building out their online sales operation because it’s cheaper than doing business with a retailer, claims they will provide a refund for the additional charges, however many of the customers are now having to manage a problem they didn’t cause.
One user on Twitter says they’ve been charged nearly $2,000 for the additional speakers and reported receiving even more in the mail after sending the first batch back.
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.
Sleeter, Sonos’ chief information officer issued a statement claiming that ‘A recent update to our systems resulted in some orders being processed multiple times. Unfortunately, you were affected by this error and have been overcharged. You will also receive multiple shipments of your order.
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 issued to your account within 10 business days.
You will also receive prepaid return labels for any excess orders.
Sonos claim that they don’t know how many customers were affected by the issue or when the problem first started.
One observer said ‘It isn’t good for Sonos, and it’s unclear if there are any consequences for those who don’t return them.
Sonos may not be able to legally charge customers who don’t send them back.
A post on the Federal Trade Commission’s (FTC) website says, “you never have to pay for things you get but didn’t order” and that “you also don’t have to return unordered merchandise.” website.