Sonos
Reviews and Complaints

I recently ordered several pieces of Sonos equipment including 2 black ERA 100 speakers. I received 1 black speaker and 1 white speaker. When I contacted Sonos Customer Service (Belen Mora) to package up the white speaker, drive it to a UPS center and ship it back to Sonos. After they receive it, they will send me the correct colored speaker. Really? First of all I don’t live anywhere near a UPS return center and second…..why am I being inconvenienced by their mistake. 

Jim Heins

[protected]@gmail.com

Ordered a entertainment set(arc + 2 one sl + sub) on Nov 28. Expected ship date shown on the order page was Dec 4. I received one of the three items(of course late). Other two are no where to be found! Shipping Label has been created and no update for a week. Sonos support says to call back again and some are even blaming FedEx for not picking it up. Whatever it is, I would like yo receive the items I paid for. The advertised date has already long passed. Please ship the item at least... I also ordered a Sonos one mounts week or so after the Nov 28th order. Those are already here... No one on the Sonos team has been able to explain why I only received one of the three items. I've asked if any resolution was possible but nothing! I understand that logistics are busy around this time of year but the lack of communication and having no knowledge of what is going on is an issue that needs to be adressed... Okay something went wrong in the warehouse. Shouldn't you guys be shipping a new unit right away and deal with whatever is going in the warehouse internally? Not sure why customers needs to wait when other orders are being fullfilled as we speak.

I placed an order for the Arc on the 9th, then found a 15% discount code an hour later so I cancelled the first one to use the code. Then a day later received an email saying it was already too late to cancel the first one so I should wait for the order to arrive and do a return instead. Then when both orders were supposed to arrive on the 15th, tracking says shipment refused so I had to call Purolator to why it says refused. They told me because Sonos requested to have them both sent back. So I phoned Sonos to sorted it out as I still want the second order. They said they will contact Purolator to get it delivered. Then on the 19th I checked both tracking numbers, still nothing has changed. So I phoned Sonos again, and they told me the same thing that they will contact Purolator. Then a week later still nothing, so at this point I phoned Sonos to just have them both shipped back as I was getting really frustrated with them. AS of now I still do not see any movement on the two tracking numbers. I'm just gonna give up and file a dispute with my CC company, every time phoning them it's over an hour before I can finally talk to someone. For such high priced product, the customer service is atrocious

I ordered a Sonos Roam and Sonos Move on June 6, 2022. At that time, my card was charged for the full amount. The products did not ship until June 23, 2022. Then, on June 24, another charge for the full amount was charged to my card. On that date and several after, I have contacted Sonos through multiple channels. Those include phone, email, Facebook Messenger, and Twitter direct messages. I could not get through by phone on June 24 since the business was closed for the weekend. My email of that same date did not get a response until June 28, four days later. That was only to advise that it was being looked into. That same day, I got a response via Twitter asking for more information, such as order number and contact info. I provided that, but have not heard anything since, despite requests for an update. There has never been a response via Facebook Messenger. I called Sonos on a couple occasions and waited for over an hour with nobody ever answering before I had to disconnect. I am now on the phone again for what was estimated to be a 35 minute hold time. It has been an hour, so I am now having doubts that I will ever get a response or resolution. Looking online, I see that others have had this issue recently with no response. Sonos should be held accountable, as this now appears to be a fraudulent attempt to steal customers' money, which they obviously feel they can get away with by ignoring requests for correction.

I purchased my sonos sound bar and sub from PC Richards a few years ago with the promise that I could play my music off of my phone. Upon getting the product home; it did not work. I was told my internet was not good enough, and sonos sold me a "boost" increasing my bill to about $1200. Still no luck so I was told to buy a new, better modem and a new and stronger router. After this all failed I was told to buy a wireless internet extension. $2000+ later I had a working sonos system that had excellent sound. However, now sonos as described in many other complaints took away the feature that allows me to play my music. They told me to purchase a new computer, or a subscription to a streaming service. Now my $2000 system is a glorified paper weight in my living room so I reached out to sonos yet again. I spoke with ?Jeremiah. He was kind and helpful. He spoke to me, even took over my computer to try to fix the problem. I thought he did but it turns out this still does not work. I have access to only 100 out of the thousands of songs I paid money to own. I believe this is false advertising as my product does not deliver the service that was told to me when I purchased it. I'm not dumb, I actually made it through medical school. They give instructions to attempt to address this problem. All of which dont work or are way over my head. Even the guy tjhat helped me took over my computer for hours and could not do it. Please just help me play my music or refund me or send me a product that actually works as advertised. So sick of dealing with this already.

On 6/17/22 I placed an order for the Sonos portable bundle that comes with Sonos move & Sonos roam. On 6/21/22 I cancelled the order and on the order status page the order appeared as cancelled. On 6/22/22 I received an email stating the order was shipped despite the cancellation and my bank card was charged. I attempted to submit a return request however, the site showed that I was not eligible for a return even though it fell within the guidelines for return. I have contacted Sonos multiple times, waiting to speak with a representative for 40-85 minutes at a time. After speaking with 3 different reps on 3 different occasions, all promising to take personal ownership of my case and to follow up by the end of the day or within 24 hours via email or phone. All 3 have gone radio silent, with me having to email the reps asking for an update. Ara G promised emails with return labels for my refund within 24 hours on 6/24/22 - due to it being a Friday I waited until 6/27/22 in the afternoon to request an update. Today 6/28/22 I sent a second follow up email with no response. Earlier today 6/27/22 I called in at 07:00AM and spoke to a rep who promised a call or email by the end of the day with a resolution. No call or email has been received. I have attempted to contact them via Instagram for support, however the company continues to ignore me while posting further promotional material. I have included screenshots of my case # from a live chat with another rep. My order status showing the cancellation. Emails from reps as well as shipment confirmation for the cancelled order.

In December I purchased a beam through amazon. I was impressed and decided to purchase an arc, sub, 2 one sls , and the mount for the one sls for the larger den tv. I decided to purchase directly through sonos for their 60 day money back guarantee. I figured it was a smart move in case I didn't like it. Boy was it a mistake to purchase directly through sonos. When I discovered that the arc couldn't decode dts, I promptly canceled my order. The one sls, mount, and sub had already shipped. When I received them, I started the return process. I was easily able to get a label for the one sls and mount, but the sub was not listed. I utilized the online support chat but was informed I had to call support because it was the sales department and not tech support. I called sonos support and after being on hold for 45 mins, the representative said that he would email me a return label. 2 days later, no label, so I have to call back support and was on hold another 40mins. The representative said they would promptly email a label. Another day passes and no return label. Finally on the third call, I was able to get them to email me a return label. I shipped all the products together, and ups showed them all delivered on the same day. I received confirmation that they received the returns. The one sls were refunded 2 days later. It has been 3 weeks later and still no refund for the sub. If you consider purchasing directly through sonos for their "money back guarantee," I would strongly suggest purchasing through best buy or amazon where returns are streamlined and you don't have to wait a month for a refund.

On January 22, I placed a large order for Sonos products in the amount of $1847.05. I used a 20% coupon for this order. On February 3rd at 11:32 AM, I was shoveling snow near the front door of my home when I received a notification on my phone indicating that the order was delivered to my front door by Fedex. However, this did not happen. At 12:51 on that day (2/3), I contacted Fedex and opened a case indicating that they had reported a delivery that did not occur. They claimed to have started an investigation. On February 6th, Fedex sent me a message indicating that the investigation was complete and that their records indicate the package was delivered on the 3rd at 11:32 AM and that I should initiate lost package procedures with the shipper (Sonos). I contacted Sonos later that day (2/6) and they replied with an email that they contacted the Fedex and that their priority was to "get your Sonos system in your hands" On 2/9 I received a perplexing follow up email from Sonos asking for me to provide my order number .. perplexing because the previous email said that they had contacted Fedex already and how could they do that without knowing the order. On 2/9 I replied with the order number. On 2/10 I asked for an update and received no response. On 2/13, having received no response, I informed that I would be disputing the credit card charge if I did not receive a response by the end of the following day. I also indicated that I was unhappy with the service I had received. On 2/14, I disputed the charge indicating that they no longer needed to send the product and again indicating that I was unhappy with the service.

Between March and June , I purchased two Sonos Play:1 ($200) and one Sonos Play:3 ($300). At the time, I was able to use the Windows application to connect the three devices to my network and play music. Everything worked well for about 4 years. Two weeks ago, I installed a new router. The Sonos system stopped working. The Windows application became unable to detect my Sonos system. I upgraded to the latest version, but it also cannot detect my system and there is no way to try re-installing my devices. I searched on Google and found that the new Windows software is only able to play music to my devices, not to set up a system. On the Sonos download page, it says that it is only possible to set up a new system via an Android app. I do not own an Android device but was able to borrow a couple. It seems that both devices are too old because the Sonos app is not compatible with either device. I tried using an Android emulator software for Windows (MEmu) that can run a later version of Android but it didn't work. I contacted Tech Support. They sent me links to articles on their FAQ that I had already found and read. This morning, I tried contacting Tech Support again, using the same email address, but received an automatic response email informing me that the email address I am using is no longer being monitored and that I should check the Sonos FAQ section... This feels like they have slammed their door at my nose. I am very frustrated and of the opinion that the company has no interest in helping customers who own "older" products. They offer a 15% off "upgrade" deal but I really don't think I want to spend more money buying Sonos products.

I purchased the Sonos Arc on May 11th and was advised it would be delivered on May 17th, that never happened. I was told I would receive a 10% refund. I have NOT been refunded, called 14 times, left on hold for 1 hour & still I have still haven't received anything. I called again today (25min hold) and was told (by Camille) a supervisor would call me right back...NOTHING! Please see email thread below. C, I never received my 10% refund...its now been 16 days. Can you please provide an update. I'm a bit taken aback by this...first the delay getting my order and then my refund which was implemented to make up for the initial delay. Sonos Support Jun 20, 2022, 6:35 PM (9 days ago) to me Hello M, Thank you for reaching out Sonos sales team. I just want to let you know that we are still working on this case and as of the moment we are having some system maintenance issues, I apologize for the inconvenience. I have personally taken full ownership of your case. Let us know if you have further concerns by replying to this email to ensure we cover everything and to make follow ups easier for you as I will personally attend to you on this matter - I have included our contact info below. We are more than glad to assist. Warmest regards, C The Sonos Sales Team Ext 4 M-F 6AM - 4PM Pacific Time Case #[protected] M S Jun 20, 2022, 8:28 PM (9 days ago) to Sonos C, This is ridiculous...first the order delay, then I'm told the refund was delayed due to a large amount of refunds being processed and would have it by the end of last week...now it's we have no idea and it's maintenance issues...I have been extremely patient and tolerant through this whole experience but this is way beyond any rationale.

This is the letter that I just wrote to Sonos. It addresses my concerns. I am a loyal Sonos customer, who owns 10 Sonos devices. I have spent an exorbitant amount of money on these products and, until I received this email, was pleased with your company. (For the record, I own 8 Sonos 1 devices and one Sonos 5 device). I use Sonos devices in each of my treatment rooms in my acupuncture business, as well. I am absolutely disappointed by your decision to charge me almost $300 to replace my Sonos 5, which is no longer working, due to a broken amplifier. In sharp comparison to your company... Yesterday, I had an issue with my Apple computer. I went to the Apple store to have my device looked at. From the moment I entered, I was treated in such a kind, compassionate, respectful way. The technician clearly explained what the issue was and agreed to fix the problem, free of charge (despite being out of warranty). The sales reps were both compassionate about my situation and generous in their attempt to fix the problem. Apple has the absolute GOLD STANDARD when it comes to customer service. Sonos, I'm afraid, clearly doesn't. Two days ago, I spent a total of 1 hr and 15 minutes on the phone with one of your representatives. She troubleshooted the issue of my broken amplifier with me, despite it being a complete waste of time. She told me that I could order a replacement from the sales department and transferred my call, while I waited thirty minutes, only to be disconnected from the call. Yesterday, I called back, explained my situation, and conversed with a wonderful man in your company. He was far more helpful and, I thought, could help me with the amplifier. Despite his best efforts, the problem could not be rectified. I explained to him my frustration with the experience the previous day and emphasized that I have spent SO MUCH MONEY on Sonos products over the course of the past few years. I was reassured that he would do the very best he could to help me to get a replacement free of charge. To receive this email today, telling me that I had the option of paying almost $300 for a refurbished product to replace mine, was downright insulting. I am not a person who looks for free handouts. I recognize that these products are expensive because I have PURCHASED them. I have been, up until now, a very loyal customer. I do not feel that I have been treated as such. I write this email in an effort to have you re-evaluate my case and reconsider your decision to charge me $279 for a refurbished Sonos 5 speaker. Please think of the amount of time I have spent on the phone with representatives. Please consider the incredible amount of money that I have spent buying your products. And please think about all of the options I have when it comes to buying sound equipment. I will gladly take my business elsewhere and share this experience with friends and family and on social media, if you are unwilling to at least reassess the situation. I hope you will contact me with a renewed sense of customer loyalty, compassion, and integrity. I believe that I deserve to receive a refurbished product, free of charge. I look forward to hearing your response. Sincerely, Meghan Walsh :