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I bought a Sonos Ace headset and returned it because it did not suit me. I sent it back to the address provided (in Poland), but Sonos is telling me that the package was empty and that they cannot refund me.

Here is their message:

"We are contacting you regarding the refund for order RO-301237. We inform you that we received an empty box under return label RO-301237. Please be aware that we can only process the refund if we receive the headset in good condition.

We remain at your disposal and look forward to your response.

Your case number is *********.

I am still waiting for a response.

 

Moderator edit: recorded and removed case number

Do you have a receipt or anything like that from the shipping service you used?   Does it stat the shipping weight or anything else that could indicate that it was shipped with the Ace in it?

Yes, I have a UPS delivery slip indicating a weight of 1 kg. I kept the SMS confirmation of shipment from UPS. Additionally, I requested a photo of the package received by Sonos. No response so far. It’s been two weeks already

I would be talking to UPS, then, if Sonos received an empty box. 

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