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Guacamole Jones
Trending Lyricist I
May 2, 2025
Answered

Sonos Return/Replace Issues

I’m just curious if there is a system issue, or an issue with the company right now? 
 

my first experience with my issue was very good and I truly appreciate the support Sonos gave me.  Kudos.  
 

the follow up has been terrible, however    no communication, no action, and repeated wait 24 to 48 hours and we will contact you along with throwing the word expedited review around   
 

this has been really subpar customer service, which is ironic because the initial customer service I got was excellent    
 

I think Sonos is a good company so I’m just wondering if there’s issues right now   Just be honest about it and we’ll work through it

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    openEyeSignalAnswer
    Lyricist II
    May 15, 2025

    Hi ​@Guacamole Jones 

    Glad to hear it! Thanks for letting us know about this issue so we could sort it out for you, and for updating the thread.

     

    Hi ​@openEyeSignal 

    I understand you have also now heard back from the team? Thank you to you to for letting us know about this issue needing resolved. I hope it’s all underway now.

    Indeed I did get emailed a return label, thanks! Hope all the backend issues get resolved soon to make your job easier!

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    Corry P
    Corry P
    Sonos Staff
    May 12, 2025

    Hi ​@Guacamole Jones 

    Please be assure that this is not the normal state of affairs - I am sure that your case is an exception, though I do not understand why. It is for exceptional circumstances such as your own that the queue exists - I am sure that many transactions have gone without issue in this time. It may simply be due to a typo in your address or something similar - I’m sure the Returns team will sort it for you once they do come to your case.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
      Guacamole JonesAuthor
      Trending Lyricist I
      May 13, 2025

      it sounds like they might ship it in 2 to 3 days.   

        Corry P
        Corry P
        Sonos Staff
        May 13, 2025

        Hi ​@Guacamole Jones 

        Glad to hear it! Thanks for letting us know about this issue so we could sort it out for you, and for updating the thread.

         

        Hi ​@openEyeSignal 

        I understand you have also now heard back from the team? Thank you to you to for letting us know about this issue needing resolved. I hope it’s all underway now.

        "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
          Guacamole JonesAuthor
          Trending Lyricist I
          May 14, 2025

          Looks like a package may arrive tomorrow.   I actually think my email to ceo@sonos.com is what broke the glitched loop.   We’ll see what’s in the box 😀

            openEyeSignalAnswer
            Lyricist II
            May 15, 2025

            Hi ​@Guacamole Jones 

            Glad to hear it! Thanks for letting us know about this issue so we could sort it out for you, and for updating the thread.

             

            Hi ​@openEyeSignal 

            I understand you have also now heard back from the team? Thank you to you to for letting us know about this issue needing resolved. I hope it’s all underway now.

            Indeed I did get emailed a return label, thanks! Hope all the backend issues get resolved soon to make your job easier!

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