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Hello Sonos Community,

I'm reaching out in hopes that someone here might be able to guide me or share similar experiences.

About 2 weeks ago, I purchased a set of Sonos speakers online. However, due to a change in plans, I tried canceling my order with the intent of buying from a local Bestbuy. Unfortunately, my cancellation didn't go through in time, and the speakers were shipped to me.

I've decided to return them (they're unopened and within the return period). The challenge has been getting the return shipping labels. Despite numerous interactions with Sonos Sales representatives over the past week, I haven't been able to get these labels. Each time I've been assured they're on the way, but they never arrive, and I find myself having to re-initiate the process daily.

Has anyone else faced similar challenges? If so, how did you manage to resolve it? Any insights or advice would be greatly appreciated!

Thanks in advance for your help and understanding.

Hi @Samvan, welcome to the Sonos Community!

There isn’t much we can do regarding this on the community, but I’ve had a look into our system and can see your case was escalated by our team yesterday.

What I can recommend is keeping an eye on your email inbox, especially your spam or trash folders as I’ve seen these emails with labels or attachments be placed in there.

If you don’t hear back from sales in a few days then please send me a message so I can check the progress on the case.

Hey there,

Thanks for getting back to me. I've been on top of checking my spam folders daily, so I know the issue's not there. Each time I've talked to your team, I keep hearing that "it takes time" to make these labels. This has been the story for the past four interactions.

I've even had my case bumped up a few levels three times now. Honestly, I'm starting to wonder what "escalation" even means over there.

Appreciate you looking into it though. Just so you know, I asked for someone higher up in the returns team yesterday. If I'm still stuck, I'll shoot you a PM. It's kinda wild to think generating a return label is this big of a challenge, right?

Hi @Samvan,

I have seen cases where the label generation breaks for the return and they have to be manually generated by the returns team, but I do agree that it shouldn’t take too long to re-create them.

It can take 24-48 hours after a case is escalated to be handled, so if you don’t hear anything back by then I’ll have another look. I’ve noted your case number on my end so I can check the progress as it goes on.

Hopefully our team can get back to you quickly regarding the labels!

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