Hi @BTG949 

Welcome to the Sonos Community!

Sorry to hear of the issues you are having in trying to get a refund! I’ll be happy to help.

I cannot find any recent support cases tagged to your account, however - it is possible you got in touch using a different email? Or, do you have a case number?

If yes to either of these, please send a Private Message to me with the details and I’ll see what I can do for you (click on my name here, then Send Message).

Corry P: just sent you a private message

You’ve put this onto a public forum, @BTG949 

How do I move it to private message?

Hi @BTG949 

Thanks!

As @nik9669a suggests, none of that was suitable to post in a public place, so I have removed it. I can still see it, however, and will see what I can do to get someone to look into your case for you.

The way @Corry P said in his first reply to you above. 

Hi @BTG949 

Without quoting your case numbers here again, I’ll refer to them as the higher and lower case numbers.

The higher case number, I recommend you stop sending emails to - the lower case number is the one that’s relevant.

The lower case has been escalated to L3 (level 3) - you are now in a queue. I can only recommend that you give this time to work out - if you call in and quote the case number, there’s a good chance that you will be removed from the queue you are in, only to then be put back in afterwards (but not at the same position).

Should a few more days pass without you hearing back from us, I recommend that you let me know here on this thread - I’ll be able to look into the situation without risking your queue position.

I hope this helps.

Yes. Thanks and I will follow up with you in few days.

Hey Corry,  I Am following up on the status on my refund.

Jun Eun

Hey Corry, I am following up with you again in regards to my refund issue. 

Could you let me know what the status is?

Jun

Hey Corry P https://en.community.sonos.com/members/corry-p-8113798

You asked me to follow up with you in few days if I have not received my refund and I have messaged you couple of times with now response from you. I have sent you all the info and it’s been a month and still no response on my refund for $1,200. If I call to find out then according to you I get back down the list on the level 3 response. So pretty much are you saying I won’t get my refund back after return all the 4 speakers? Is this how your company do business? It was your company’s idea to send the speakers back for a full refund and ever since you received the items there is no response and refuse to refund me. I guess I have no choice but to pursue a different course.

Jun Eun

case number is: ********

Moderator Note: Case number recorded and removed. Modified in accordance with the Community Code of Conduct.

Will your credit card provider issue a chargeback for you? 

I don’t know but I will definitely find out. This experience has left a bad taste in my mouth and I will never purchase sonos product again. Especially, they won’t refund me after recieving the speakers. I feel that I got scammed big time.

Hello @BTG949,

Corry is currently out of office, so apologies for the delay on a response from our behalf here in the Community.

I had a look on your case and there was some movement in the last 10 hours.

I’ve flagged your case internally though and you should get sorted soon.

Charge it back on your credit card, and be done with it. All you need is documentation that you returned the items, made a good effort in communicating, and that the Vendor is not organized. Be very concise and thorough with your documentation, using screen snips et al. 

It can take some time, but might be easier than what I see you experiencing, above, with Sonos, lol.

Hi @BTG949 

Further to the Direct Message I sent you earlier, I’ve been asked to relay to you that you should hear back from us via email either today or tomorrow - I hope this helps.