channelnews: Sonos throws in the towel, customers are allowed to keep speakers they didn’t order

Sonos screwed up again, this time they threw in the towel with their dodgy management team forced to donate tens of thousands of dollars worth of Sonos gear after initially trying to force consumers to return products they didn’t want. hadn’t ordered.

Customers have also been charged thousands of dollars for products they didn’t order, with their latest action appearing to be more about US legal requirements that allow customers to keep unordered goods, something Sonos staff didn’t. did not refer when trying to retrieve the goods.

This is not the first time that Sonos has been forced to reverse a decision.

In 2020, Sonos decided to completely cut customers off from future software updates unless they replaced their older equipment with newer models.

They even demanded that the products be purchased directly from the company’s online store.

Over the weekend, Sonos made a management decision that reversed an earlier decision with customers who received additional unordered devices following a recent software glitch that told them they had no no need to flip the speakers.

A customer received 30 additional pieces of equipment worth over $25,000.

“Sonos does not require the return of additional equipment and respects the decision of each impacted customer,” spokeswoman Madeline Krebs said.

“We have and will continue to be in full compliance with FTC requirements.”

It seems that this decision was more aimed at the fact that in the United States, consumers do not have to pay for products that they did not order.

A summary of Federal Trade Commission (FTC) requirements for unordered goods is provided on the US agency’s website.

“You never have to pay for things you get but didn’t order,” the website reads.

“You also don’t have to return unordered merchandise.

You have the legal right to keep it as a free gift.

“We have and will continue to be in full compliance with FTC requirements,” Sonos said later after initially threatening customers that they would withhold refunds of money they charged for unwanted goods. .

Early last week, Sonos customers began receiving between two and thirty additional devices after placing an order for just one product.

They were also charged for these unwanted extras.

One particular example saw a customer receive 30 shipments of unwanted Sonos products, which the shipping company UPS also refused to return because they had no room in their truck.

In customer support emails seen by The Verge, support agents weren’t clear that customers are technically allowed to keep these additional devices.

A customer attempted to cite the FTC website as evidence that he did not need to return the three extra Sonos Roam speakers he received after ordering just one.

The company’s support agent apparently ignored these comments and sent out return labels anyway.

The customer who received about 30 Sonos shipments said the situation was impacting his relationship with his property manager, after the amount of deliveries meant he had to leave the packages in the lobby of his building.

The client said his property managers were “patient” with the situation but were ultimately “unhappy with the boxes in the lobby.”

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