Some Sonos customers who ordered speakers on the brand’s site received more products than they ordered. However, they were charged. This is an accident of Sonos, which wants to recover these excess products.
Imagine receiving two premium high-tech products instead of one. Admittedly, it’s not the most useful thing, but hey, it’s always a nice surprise. But imagine being charged for that: scandal! That’s what’s happening to Sonos. The manufacturer accidentally charged and shipped more portable speakers to customers in the United States.
Two Sonos Move for the price of one (or not)
Two customers told The Verge have placed an order for two Move models on the Sonos website. But instead of getting one, they got three. Another customer said they were charged over $2000 and received seven Move speakers instead of one. These customers reported that Sonos gave them 10 business days for their refund.
Sonos has announced to its customers to reimburse the additional costs, but the brand is not sure to recover everything, we explain why.
Roam and Ray models also affected
The Verge reports that several Internet users say they had the same problem on Reddit. A problem that would not only affect the Move model, but also the Roam and Ray products. Some received and were billed for two to five additional speakers. However, it is impossible to know how many customers were affected or when this problem appeared.
Sonos nevertheless sent an email to its customers to inform them of the situation. They have actually been overchargedand received multiple shipments on their order. The company says this is due to an update to their system, which caused their order to be processed multiple times. It asks its customers to return the speakers and has provided them with a prepaid return label.
The message was signed by Ruth Sleeter, chief information officer at Sonos:I would like to personally apologize for the inconvenience caused. You will receive a full refund for any overorders and should see the credit issued to your account within 10 business days.»
Why Sonos Might Lose Money
But, there is a but. If Sonos kindly asks its customers to return its products, it is because the brand is in fact not sure of reviewing the speakers it has sent as an extra. As notedThe Vergethe Federal Trade Commission (FTC), an American organization which deals in particular with consumer law, indicates that “you never have to pay for things you receive but didn’t order“, but also that”you also do not have to return unordered goods“. Let’s just hope Tesla doesn’t have the same problem, the bill would be higher.
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