Sonos sent people too many speakers in order screw-up, then asked for them back

Date:
Tue, 14 Jun 2022 16:04:49 +0000

Description:
Shipping blunder sees customers wrongly charged thousands of dollars, and the company wants them to get in touch to correct it.

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The surprise of Sonos speakers they hadnt ordered arriving on their doorstep has quickly become a major inconvenience for a number of customers of the multi-room hi-fi system brand.

According to The Verge , Sonos has apparently been sending multiple speakers in error to folk who had only ordered a single device, with the company then proceeding to charge them for the extra units.

The article goes on to explain how in one case a customerwas charged over $2,000 after ordering one Sonos Move but ended up receiving seven units of
the portable Bluetooth device. Now, we don't know if you've seen how large
and heavy a Sonos Move is, but receiving eight of them out of the blue would be awkward.

Its currently unclear how widespread the issue is and if the problem is limited to the US, but a thread on the issue also has multiple Reddit users detailing their own similar experiences of being sent devices they hadnt ordered from the company.

Sonos has since acknowledged the issue, blaming a problem on a system
updateof their ecommerce platform, and has asked affected customersto return the excess speakers viaprepaid return labels, whileproviding them with a refund for the additional charges.

Nevertheless, with a wait time of up to 10 business days to be reimbursed, some of those effected by the issue have understandably expressed
disappointed that they werent offered compensation for the inconvenience caused.

We asked Sonos whether the issue is known to have affected any other countries, and whether Sonos has any plans to provide additional
compensation. It has declined to comment further at this time. This person is very relaxed, so probably only received the one Sonos Move (Image credit: Sonos) Analysis: Sonos response is out of order

While Sonos can be relied upon to get things rights with the design and performance of their products, thats not always been the case recently with their approach to customer care issues.

The debacle a couple years back surrounding their controversial and quickly droppedTrade Up program which required customers to put their unsupported,
yet still functional speakers into Recycle Mode, thus rendering them
unusable, will live fresh in the minds of those once loyal to the brand.

With customers having wrongly been billed for erroneous orders totalling thousands of dollars for this shipping blunder, the issue will have caused more than a small inconvenience, especially with reimbursements set to take over a week.

Its likely some of those customers affected will have been buying Sonos products for the first time, so it comes as a surpriseto find the company hasnt gone further and offered adiscount or compensation for having to deal with the fallout of a problem they didnt cause. A show of good faith beyond a text apology seems appropriate, in this case.



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Link to news story: https://www.techradar.com/news/sonos-sent-people-too-many-speakers-in-order-sc rew-up-then-asked-for-them-back/


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