Contributor I

Anyone having trouble getting a refund from Sonos?

17 replies
1480 views

Hi,

I live in the UK, I bought 2 x Sonos One's in March, didn't like them so returned them.

As of today, it's been over a month since Sonos received the speakers I returned, and I'm still waiting to receive a refund. Without going into any detail I'm wondering if anyone else has experienced this issue? And if you have, is there a way to resolve it.

I get a strong sense that Sonos is holding on to customers cash because they keep telling me "next week", "next week" etc.

Many thanks,

Richard

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Ryan S

Retired Sonos Staff

Hi Richard, sorry to hear you're having trouble. I'll check in on your case and make sure you're in the right hands and that this can be sorted out as soon as possible. I see that you were working with our support team over Twitter as well and they're doing likewise.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

S

SonosStoleFromMeAuthor

Contributor I

Thanks @Ryan. I've not been getting very far with it. I can see in your return policy that refunds take 10-15 days. However I'm reluctant to wait the full 15 days because the speakers were back with you on the 16th of April. Sonos 'processed' the refund on the 3rd of May - 15 days after you received it. that really isn't good enough. In this case the refund should be prioritised. I'm certain if Sonos were to be missing this proportionate amount of money from their account they'd be doing everything they could to get it back.

Ryan S

Retired Sonos Staff

I understand the frustration. I'll make sure the team knows to look into the whole scenario to see what went wrong here and why it took so long as well, so they can see about making any corrections that might be necessary for the future.

The team for the UK is out of the office, but I'll make sure to ping them about your case to make sure it's being looked into.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

Airgetlam

Victoria Day!

Bruce

K

keithmclean64

Lyricist III

15days so far and I’m still waiting for my refund !

S

SonosStoleFromMeAuthor

Contributor I

Oh dear Keith. Doesn't bode well for the rest of us. Can I ask how much your refund is for?

K

keithmclean64

Lyricist III

£499.00. Should not take so long to process a refund.

S

SonosStoleFromMeAuthor

Contributor I

It doesn't take that long, simple as that. What I believe they're doing is holding on to our money and earning interest off it. I'm waiting for £349 and a friend of mine is waiting for £299 - it's a terrible way to treat customers and not what you'd expect from a company like Sonos.

K

keithmclean64

Lyricist III

It’s certainly bad customer service. I’m an Aerial installer and recommend Sonos. I’m not feeling good about Sonos right now.

K

keithmclean64

Lyricist III

Sonos reply:-
Dear Keith,

Thank you for your continued patience.

I checked your query and found that we received your return. Our financial department will process the refund of 499 GBP back to your bank account. It might take up to 10-15 working days before the refund will be visible on the account used during the payment of the order, depending on the speed of your financial institution.

I hope I was able to assist you sufficiently. Please do not hesitate to contact me if you have any further questions.

Kindest regards,
Dylan

This is disgraceful customer service, he even closed the ticket. So 7 working days while they think about it, 10-15 working days to do it, if your lucky. My best advice to anybody, don’t bother with the trial. Buy or don’t, my advice don’t.

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