I feel it’s important to share my recent experience with Sonos Customer Service and frustrating return policy. Please note, this is long so apologies if it’s a little wordy.
 

I purchased an entire set of your award winning Sonos products in June 2025  (arc ultra, era300 x2 and sub 4 and can’t deny the products are exemplary, I regret however this cannot be said for their after sales service or indeed support.

Both my era300 x2 developed a cosmetic fault the last couple of days, basically the front mesh is coming away on the left side of both speakers. 

I contacted the technical support team who asked me to send some photos on the phone, which I did and after a short time I was told these were covered under warranty, and that instructions will be sent to despatch these to there Service Centre, and that on receipt you’d immediately dispatch replacements. Everything sounded pretty efficient so far.

I then received two separate emails (one for each speaker), each containing a return label, proforma customs invoice, due to being outside the EU, both marked as USD) and pdf document providing instructions to send the items via courier. 

This is where the issues started. I found the pdf incredibly confusing so promptly called your customer technical department, who after discussion and frustration put me through to level 2, I explained and queried why the proforma was marked as USD, to which he informed me that it shouldn’t matter, but would look into this. I also queried why do I have to send to Poland, didn’t they not have a service centre in the UK, sadly he wasn’t able to assist, other than this is their policy.  I proceeded to ask if it would be possible to send replacements, and on receipt I would send them the faulty ones. This was more that I felt it would takes a long time for them to be received and replacement to be despatched, especially owing to the continued issues with brexit and the customs invoice being in the wrong currency.

He proceeded to tell me some great news that they’re looking at an advanced return option, which means they can offer what I suggested, but couldn’t offer this yet! . As for USD and what I explained he assured me he’d look into this.

The following day I received an email from the L2 agent (after I might add chasing) merely attaching a further copy of the pdf (same as I had before) with no instructions. I called back and query this and out of the blue I get another email with the same despatch label and proforma, again same as before, still showing USD, but with some wording which was quite patronising.

Nevertheless, I try and click in the link in the pdf for the courier but it does not work, so at this stage I’m feeling quite enraged as all I’m trying to do is get instructions to send the speakers back, I call again and ask to be put through to another L2, the agent after a lengthy wait puts me through and I explain the link does not work.
 

After  much discussion I manage to find the correct website by using google. Again though further issues ! I input the tracking number where prompted and it does not work?. The L2 apologises and explains he will speak to returns and come back to me, he explained that it’s possible returns can arrange the collection there end, but won’t know yet.

The following day and way into the afternoon I haven’t received a response so I call again, after a long wait, approx 30 minutes the agent comes back to me and explains there isn’t any L2 agents available, but I was informed to expect an email. I add at this stage I have had enough and inform the agent to escalate to L3.

I am still waiting for an email.

Overall I have spent approx 4 hours and so far 3 days on the phone trying to sort out a return, the service has been nothing short of dismal and really quite unsatisfactory. I bought these products and expected a high level of service, this clearly is not the case.

If anyone is considering buying Sonos products then I would highly recommend you think again, if buying new then they’ll fall over themselves to assist, and can even provide them next day, but if you develop an issue then quite frankly they are not interested.

The saga continues…