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flybyme
Enthusiast II
Jun 14, 2023 8:31 PM UTC
Answered

charges with a return " before the 100 days trial"...

Hello to all,

I have sent back 2 ERA 100 before the 100 days trial....and they have deduced 28€ as "surcharge"…

Why???

Wasn't it free???

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    Ken_Griffiths
    Ken_GriffithsAnswer
    Jun 15, 2023 10:34 AM UTC

    @flybyme,
    My thoughts are the 5% / €28 is to cover the payment of a countries tax on goods, like VAT in the U.K. and Sonos would have paid that tax as part of the overall cost, but perhaps cannot recoup it - so the customer covers that loss and must recoup it themselves. Again it’s just a guess on my part, but my thoughts are Sonos use a standard 5% charge across the board for overseas transactions. 

    The best thing to do here however, is to contact Sonos Sales. rather than Customer Support, as this falls within their jurisdiction and they can discuss both the refund with you privately and the reason for any charge/surcharge. Here is the link to speak to Sonos Sales:

    https://support.sonos.com/s/global-sales-help

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    13 replies

    nik9669a
    Senior Virtuoso
    Jun 14, 2023 9:09 PM UTC

    It’s not uncommon for companies to charge for postage on returned items, if that’s what it’s for. Not sure what Sonos’ T’s&C’s say for returns: have you checked that? 

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    nik9669a
    Senior Virtuoso
    Jun 14, 2023 9:14 PM UTC

    Ok, just had a look. In UK it’s “return at our cost” (ie at Sonos’ cost) so prob the same in Italy. I think you need to speak to Sonos direct and get an answer from them. 

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    AjTrek1
    AjTrek1
    Jun 14, 2023 11:20 PM UTC

    In the US we have 45 days and free return. On the up side you have 55 days more than we in the US. However that’s not why I’m posting.

    Why you have 100 days trial and we in the US only have 45 days may be related to commerce law in our respective countries. The fact the you have to pay for a return ( assuming that was what the charge was for) may be regulated by your country/region commerce regulations.

    I’m only guessing so take my comments lightly as I have no factual information to support them. I’m Just providing a possible scenario.

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    Together Everyone Achieves More = T.E.A.M.
    flybymeAuthor
    Enthusiast II
    Jun 15, 2023 2:44 AM UTC

    Hello to.all,

    I will contact them and report you.…

    this upset me.…

    I have returned also 2 ErA300....but not yet have refunded.

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      Airgetlam
      Airgetlam
      Jun 15, 2023 5:24 AM UTC

      This community can’t really help, we are not Sonos employees. You need to call Sonos. 

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      Bruce
      flybymeAuthor
      Enthusiast II
      Jun 15, 2023 8:26 AM UTC

      This community can’t really help, we are not Sonos employees. You need to call Sonos. 

      thank you Bruce but I am asking if others had the same situation…

      And ,yes, SonoS representative do read and reply here.

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        nik9669a
        Senior Virtuoso
        Jun 15, 2023 9:38 AM UTC

        This community can’t really help, we are not Sonos employees. You need to call Sonos. 

        thank you Bruce but I am asking if others had the same situation…

        And ,yes, SonoS representative do read and reply here.


        If you check your original post, @flybyme, that’s not at all what you asked. 

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          Ken_Griffiths
          Ken_GriffithsAnswer
          Jun 15, 2023 10:34 AM UTC

          @flybyme,
          My thoughts are the 5% / €28 is to cover the payment of a countries tax on goods, like VAT in the U.K. and Sonos would have paid that tax as part of the overall cost, but perhaps cannot recoup it - so the customer covers that loss and must recoup it themselves. Again it’s just a guess on my part, but my thoughts are Sonos use a standard 5% charge across the board for overseas transactions. 

          The best thing to do here however, is to contact Sonos Sales. rather than Customer Support, as this falls within their jurisdiction and they can discuss both the refund with you privately and the reason for any charge/surcharge. Here is the link to speak to Sonos Sales:

          https://support.sonos.com/s/global-sales-help

          Translate
            flybymeAuthor
            Enthusiast II
            Jun 15, 2023 10:54 AM UTC

            This community can’t really help, we are not Sonos employees. You need to call Sonos. 

            thank you Bruce but I am asking if others had the same situation…

            And ,yes, SonoS representative do read and reply here.


            If you check your original post, @flybyme, that’s not at all what you asked. 

            this comment does not help...

            Translate
              flybymeAuthor
              Enthusiast II
              Jun 15, 2023 10:56 AM UTC

              @flybyme,
              My thoughts are the 5% / €28 is to cover the payment of a countries tax on goods, like VAT in the U.K. and Sonos would have paid that tax as part of the overall cost, but perhaps cannot recoup it - so the customer covers that loss and must recoup it themselves. Again it’s just a guess on my part, but my thoughts are Sonos use a standard 5% charge across the board for overseas transactions. 

              The best thing to do here however, is to contact Sonos Sales. rather than Customer Support, as this falls within their jurisdiction and they can discuss both the refund with you privately and the reason for any charge/surcharge. Here is the link to speak to Sonos Sales:

              https://support.sonos.com/s/global-sales-help

              thanks a lot Ken…

              I , for sure, find out....🤗

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