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Sonos returns are Nightmare

  • April 17, 2025
  • 2 replies
  • 114 views
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Hiya, I’ve contacted Sonos regarding an issue, they’ve said it’s best if we do a replacement once we receive the faulty product, I’ve contacted support 4 times to receive my pre paid shipping label, I haven’t got anything, this is a joke, it’s like you lot purposely not sending me a return label. Your customer service is the worst. 
every time I contact support, all they say is we re sent the email and just flogg me off

All you guys wanna do is take money, and not help. 

 

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

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2 replies

Sotiris C.
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  • Sotiris C.
  • Sonos Staff
  • April 17, 2025

Hello ​@awaishussain148, welcome to the Sonos Community!

I am sorry to hear about your experience with our return policy.

I've had a look internally and I can see an escalated case that is currently being worked on and you should receive the return labels soon.

Thank you for the feedback and I hope you will get sorted as soon as possible.

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Airgetlam
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Having similar problems using the “advanced” return process.   Keep hearing about my case has been escalated but it seems like a buzz word to blow me off followed by you will hear from us in 24-48 hours.   Pure don’t call us we’ll call you and kicking the can down the road.   
 

Here is the last email. 
 

“I’m sorry for the delay in receiving your replacement unit. I understand you chose our advance replacement option to get your unit sooner, unfortunately, an unexpected release delay prevented it from arriving on time.

I have escalated this issue to our back office/product team. Once your case is transferred back to them and they have all the necessary details, they will email you with next steps (if needed) or a final resolution. You can expect to hear back within two business days. Given how long this has been ongoing, I’ve also requested an expedited review.

While I will no longer be able to reply directly to your emails, please know I will continue to monitor your case closely to ensure its resolved as quickly as possible.”

 

im seeing more buzz words.   Expedited review.  Unexpected release delay (what the heck is that, seriously what is the release delay on Move2?).   She will monitor but not reply lol.   When I talked to her on the phone, and I was very cordial and very nice recognizing it is not her fault.  she indicated that the other department needed to take ownership, and for what it’s worth it was the other department that sent me to her    
 

If they had told me, it would be a couple more weeks at least I would know, but what I’m really getting is word salad and no results    
 

Sonos really needs to work on the customer service    I appreciate them stepping up and covering this under warranty, no complaints there   Just be upfront about the process and time frames   That’s not too much to ask

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