I wanted to share my deeply frustrating experience with Sonos in the hope that others are aware of the declining product quality and customer service.
On January 9, 2025, I purchased a refurbished Sonos Amp directly from sonos.com. As a long-time Sonos customer, I was initially pleased with the fast delivery and easy setup. However, within hours, issues began:
- The Amp glitched with a digital loop (like a stuck CD), requiring a factory reset.
- An hour later, it blasted a loud squeal at full volume, forcing me to pull the power plug.
Concerned, I immediately contacted Sonos support to request a replacement, but instead of offering one, they asked me to reset and retest the faulty unit—a risk I wasn’t willing to take with my speakers. After a week of back-and-forth, Sonos finally agreed to a replacement, but their merchant payment system failed, preventing me from using their advanced exchange service. After another week, I reluctantly agreed to a standard return, which then got stuck at customs due to missing documentation from Sonos.
Three weeks later, I finally received the replacement Amp—only to discover the left audio channel was blown, and the device made loud internal clicking sounds. Once again, I contacted Sonos, and after several days with no response, I had no choice but to return the second faulty unit and request a refund.
To add insult to injury, Sonos have now informed me that the refund will take another 10-15 days to process. I escalated my case to Sonos senior management and even emailed the CEO (no response), only to be offered a 20% discount on a future purchase—a completely unacceptable response given my experience.
This isn’t about the money—I simply wanted a working product and good service. Unfortunately, Sonos is no longer the company I once knew and trusted. The quality and customer service have fallen off a cliff, and I no longer feel comfortable investing in their ecosystem.
After 6 weeks of pure frustration with Sonos, I’ve now moved to a NAIM Atom which I am delighted with and will be phasing Sonos out of my home completely. Very disappointing.
