Here's What Happens When Sonos Won't Stop Sending You Speakers

Here's What Happens When Sonos Won't Stop Sending You Speakers

A few days ago, The Verge reported a strange glitch that caused Sonos to ship customers more stuff than they ordered — and charge extra on top of that. While most customers received anywhere from two to six additional speakers, we were recently contacted by a customer who has a lot more experience.

As a quick recap, this all came to the fore when two users contacted The Verge about the issue earlier this week and pointed us to a Reddit thread with users who had a story or two. The story was Had similar (or similar) experiences ordering speakers and getting several in return. , in an email sent to customers (which you can read in full in our previous report linked above), Sonos attributed the problem to a system update that resulted in "some orders processed multiple times" and only customers more than. Fee charged.

But after purchasing a Sonos turntable set, Arc soundbar, Arc wall mount, One speaker, and Rome speaker, one customer (who asked to remain anonymous) was met with a flood of shipments that effectively turned her apartment into a tiny Sonos warehouse. Changed. turned into. Sonos has given her six of each item, resulting in about 30 separate shipments showing up in her apartment building and about $15,000 worth of products.

Like other customers affected by the apparent glitch, he's being charged for those extra items, and has said he won't see a full refund until he sends everything back. The customer said he originally used a discount code to purchase the products, so he's also being charged the discounted price—but he still adds more than $6,000 in additional fees.

Sonos is telling users that it will provide free return labels and let users schedule pickup using their carrier. But a customer we spoke to said Sonos initially wanted it to print out prepaid labels and then take truckloads of unnecessary items to a local UPS store (which the company later denied). After Sonos sent a UPS carrier to their apartment building yesterday, the UPS worker didn't realize the customer needed to pick up 30 packages, took just one box, and then left.

In addition to hurting his wallet, the client tells us that this whole ordeal is hurting his relationships with his asset managers as well. The customer has received so many boxes that he can no longer fit them in his apartment, so he has started dropping deliveries in the lobby of his apartment building. “They [the property manager] are patient but not happy about the boxes in the lobby,” said the customer.

Luckily, the delivery has stopped, but she still has dozens of boxes left with nowhere to go. When he tried to contact Sonos' customer service, he told us he "goes to new reps daily" who promises he'll receive a call or update that will never come.

Sonos has paid nothing for the inconvenience of converting your apartment into a Sonos storage unit, other than "courtesy" of the free shipping label it used to fix the problem in the first place.

Sonos declined to comment.