Sonos says customers who got extra speakers don’t need to send them back

Sonos has confirmed that customers who recently received additional, unrooted devices as a result of a software glitch do not need to return the speakers. “Sonos does not require the return of additional equipment and respects the decision of each affected customer,” said spokeswoman Madeline Krebs. “We have and will remain in full compliance with FTC requirements.”

The Federal Trade Commission (FTC) requirements are summarized on the US agency’s website. “You don’t have to pay for what you get but don’t order,” the website reads. “You are also not required to return the unordered merchandise. You are legally entitled to have it as a free gift.”

The software glitch came to light after Sonos customers started receiving two to five additional devices after ordering just one. In some cases, they have even been charged for these unwanted additions. One particularly extreme example saw a customer receive about 30 shipments from Sonos, containing about $15,000 worth of audio gear. Sonos is contacting affected customers, where necessary, to offer them a refund and supplying them with shipping labels to return additional devices that were shipped in error.

But seen in customer support email ledgeThe support agents have not come out about the fact that customers are technically allowed to have these additional devices. One customer tried to cite the FTC’s website as evidence that they were not required to return three additional Sonos ROM speakers they received after ordering only one. But the company’s support agent ignored these comments, and sent return labels anyway.

Although freebies will be welcomed by some customers, others want to receive heavy packages from their homes. The customer who received about 30 Sonos shipments said the situation was affecting their relationship with their property manager, as the sheer volume of deliveries meant they had to leave packages in the lobby of their building. The client said his property manager was “patient” about the situation, but ultimately “not happy about the boxes in the lobby.”

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