Contributor I

Sonos Return

Forum|Forum|2 years ago
April 5, 2024
5 replies
212 views

Mr. Spence,

I tried Sonos for the first time and was excited to do so. My colleagues have told me about the Sonos brand for years and on their urging I purchased three Sonos Move (2) directly from Sonos.

My order arrived and all three Sonos Move (2) had issues with not being packaged correctly and damage on all the units. I waited over an hour on hold and spoke to a Sonos customer service representative who assured me the issues will be investigated and I will receive an email. I had to call another four times and chat twice to receive a return label to return the three damaged units. When I tried using the return label for each unit, only one return label was valid and I paid for a box and sent all three units back with the one label.

It has been over a month since the units were received and I still do not have my refund. The offshore customer service cannot transfer to a supervisor, does not understand issues and is a nightmare to speak with. I cannot believe my experience has been so rife with issues and I wanted to reach out to you personally to let you know of my customer experience.

Thank you,

Dr. Powell-Stevenson

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Airgetlam

Dr. Powell-Stevenson,

You may want to note that this forum is for the Sonos community, and not direct communication with Sonos higher ups. I’m relatively certain that the CEO doesn’t read these forums. It is possible, I would think, that your concern will be included in a report, and passed up the chain, but would be unlikely to land at the CEO’s desk.

Bruce