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Business Profile

Speaker Manufacturers

Sonos, Inc.

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Sonos, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Sonos, Inc. has 4 locations, listed below.

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    Customer Complaints Summary

    • 147 total complaints in the last 3 years.
    • 54 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I own 15 rooms of devices from Sonos. Recently I have been having issues with the system not being responsive and not allowing me to add speakers. I called tech support and went through trouble shooting with them. They were not able to help and moved my case to level 2. After two weeks of no contact from Sonos I sent an email to the CEO. A week later someone from level 2 contacted me and setup an appointment. They called the wrong number and I had to reschedule for the following week. They missed that appointment to saying they had technical difficulties. A couple days later I was finally on the phone with level 2. They said the issues are known issues and they see the speaker in three different household id's and that should not happen with the same house in the same network. They said it a known problem beginning in October. They said they would keep my ticket open while they waited for a fix. I have invested in a system thats purpose is to share music through my house and it does not work. I would like an ETA on a fix for my problem. I have had the system for over 10 years and all of this started months ago.

      Business Response

      Date: 12/19/2024

      Better Business Bureau,

      Thank you for contacting Sonos, and for bringing this matter to our attention. We have reached out the customer to follow up on their missed appointment, and have arranged to speak with them shortly. We look forward to the opportunity to address this matter and bring this to a resolution. 

      Best Regards,

      **** M.

      Sonos  |  Supervisor  |  Customer Experience

       

    • Initial Complaint

      Date:11/13/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received 2 Era 100 speakers as gifts. Both speakers started developing cracks in the grills less than a year of ownership. I did research on the issue and a number of other people were having the same issue, except they realized too late. Some people have chunks of grill falling out of their speakers.

      I contacted Sonos and asked what they could do since both speakers were still under their 1-year warranty. They advised they could replace the speakers with new ones. I asked if I could receive one Era 300 instead of two Era 100 speakers, since the Era 300 did not suffer from grill cracking. They denied that and advised they could only do like for like replacements. I decided to go through with the replacement. I shipped the speakers and received the replacements a few days later.

      I unboxed the speakers and they had scratches, scuffs and dings. They were in worse condition than the speakers I wanted replaced. I called Sonos back and good luck trying to get a hold of a supervisor or Level 2 tech. But I was later told that any replacements that are done 30 days after purchase are replaced with "B stock" that may have cosmetic imperfections. AT NO POINT PRIOR TO SENDING THE ORIGINAL SPEAKERS DID THEY TELL ME THIS. if they did, I would not have send my original speakers. after wasting 2 and a half hours of my time trying to get a supervisor, I just gave up. a couple days later I called back and was able to speak to a supervisor. She apologized for sending damaged speaker replacements and reassured me that a "Note" will be kept to ensure it doesn't happen again. I then sent them back AGAIN.

      The replacements I received for the second time WERE IN EVEN WORSE CONDITION. They wanted me to do another return. I refused and waited 3 hours for a supervisor with no luck. no attempt was made to contact me 7 days later. On the phone for 5 hours with no resolution. Sonos, you have failed me. I will never buy or recommend your products to anyone. Case numbers and photos included

      Business Response

      Date: 11/26/2024

      Better Business Bureau,

      Thank you for contacting Sonos, and for bringing this matter to our attention. We have spoken with the customer, and believe we have reached an agreeable solution. We will follow up with the customer as needed until this matter is fully resolved.

      Best Regards,

      **** M.

      Sonos  |  Supervisor  |  Customer Experience

      Customer Answer

      Date: 11/28/2024





      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22551693, and find that the attempt by the business was not exactly what I had hoped for. But was a mediocre resolution to my complaint. I still unfortunately cannot recommend anyone purchase a Sonos product. 



      Regards,



      ***** A.








































    • Initial Complaint

      Date:11/05/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sonos arbitrarily decided to no longer support its older speakers. I own one Sonos Play 1 and two Sonos Play 3 speakers that I am unable to use ever since I changed internet service providers.
      I spent hours on the phone with Sonos support in August of this year attempting to get my speakers migrated to my new network. They were unable to help saying that I needed to wait for a software update that as of the date of this complaint had still not been made available.
      I have read about other people having similar problems so this is not an aberration but appears to be a case of planned obsolescence.
      I appreciate any help you can provide.
      Sincerely
      B**** *******

      Business Response

      Date: 11/14/2024

      Better Business Bureau,

      Thank you for contacting Sonos. We have reached out to this customer and confirmed that all of his speakers are still fully supported. We have assisted him with updating and re-adding the speakers to his system, and we believe the matter is now resolved.

      Best Regards,

      **** M.

      Supervisor  |  Sonos  |  Customer Experience

      Business Response

      Date: 11/14/2024

      Better Business Bureau,


      Thank you for contacting Sonos. We have reached out to this customer and confirmed that all of his speakers are still fully supported. We have assisted him with updating and re-adding the speakers to his system, and we believe the matter is now resolved.


      Best Regards,


      **** M.
      Supervisor  |  Sonos  |  Customer Experience

      Customer Answer

      Date: 11/14/2024





      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22513571, and find that this resolution is satisfactory to me.




      Regards,



      B**** *******








































    • Initial Complaint

      Date:11/05/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I've attempted to buy stuff from Sonos and waited over 8 hours on the phone only to be met with the wrong information from multiple reps and it's just gone from bad to worse. Sonos asked to help and then again nothing from Sonos.

      Business Response

      Date: 11/07/2024

      Better Business Bureau,

      Thank you for contacting Sonos. We have reached out to this customer per their request, and we believe this matter to be resolved.

      Best Regards,

      **** M.

      Sonos  |  Supervisor  |  Customer Experience

    • Initial Complaint

      Date:11/04/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Over the course of the last seven years, I have purchased six speakers from the Sonos company. Thanks to the rollout of their new application back in May, the speakers are no longer functional, essentially rendering thousands of dollars in technology utterly useless. I have spent a dozen hours trying to fix the system and have spent five hours on hold trying to reach a Sonos representative. T
      No one ever calls back or answers emails.

      Business Response

      Date: 11/14/2024

      Better Business Bureau,

      Thank you for contacting Sonos, and for bringing this matter to our attention. We're sorry to hear Ms. Nunberg is having trouble with her system. We have reached out to her privately to offer assistance and provide the opportunity to schedule a support call with our team. However, we have not heard back. We encourage Ms. Nunberg to follow up with us at her earliest convenience so that we can assist her further and provide a resolution.

      Best Regards,

      **** M.

      Supervisor  |  Sonos  |  Customer Experience

    • Initial Complaint

      Date:10/01/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,

      I am writing to file a formal complaint regarding an unresolved issue with Sonos, related to a warranty replacement for a speaker that I sent in over two months ago. Despite multiple attempts (over 10) to resolve this matter, I have yet to receive the replacement speaker or clear communication about its status.

      The details are as follows:

      Case Number: 06581004
      UPS Tracking Number: 1Z4*********185585
      Sonos RMA: RO-290647-10
      I sent in my speaker, which was under warranty, for a replacement. I was informed that I would receive a follow-up from the BackOffice within two business days, but I have not received any such communication. Each time I call customer service, I am told that the replacement is forthcoming, yet no action has been taken.

      The lack of communication and customer care has been very frustrating, and I am seeking a resolution. I would like to know when I can expect my replacement speaker to arrive.

      Business Response

      Date: 10/11/2024

      Better Business Bureau,

      Thank you for contacting Sonos. Before a replacement can be shipped under the Sonos Warranty, the original product must first be returned. We have confirmed with the warehouse that the customer's original product has not been received, and thus we will not be able to ship a replacement at this time.

      We appreciate the opportunity to address this complaint and the assistance of the Better Business Bureau in resolving this matter.

      Best Regards,

      **** M.

      Sonos  |  Supervisor  |  Customer Experience

      Customer Answer

      Date: 10/15/2024





      Complaint: 22361029



      I am rejecting this response because:I wanted to address the concern regarding the package I sent, which included the Sonos speaker. After reading your response, I am genuinely surprised by the assumption that the speaker was not lost in transit by the warehouse team.

      I understand that mistakes can happen, but I am disappointed by the suggestion that the issue lies solely on my end. I have attached a picture showing the missing speaker from the mount, which I took immediately after receiving your email. I have been looking forward to installing this speaker for months, and this delay has been frustrating.
      I kindly ask that you review the situation and consider the possibility of the speaker being misplaced after it arrived at your facility. I sincerely hope we can resolve this issue fairly.



      Regards,



      T****** **********


























































    • Initial Complaint

      Date:09/25/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We bought a set of Sonos speakers for use in a small salon space because we wanted a quality music experience for our staff and clients. For the past nine months we have spent countless hours trying to make them work consistently to no avail. We have reached out to Sonos support multiple times and have not been given any sort of workable solution to our issue. Sonos support gives us a temporary fix that works for a week and then the exact same thing happens to us again. In my most recent phone call, I told them that I wanted nothing more than for them to replace the speaker. My colleague and I have done literally everything, included hardwiring this speaker, and nothing works. The support person still insisted on running the same tests that have been run hundreds of times at this point and attempted to set up a separate DNS server for the speakers to be on only to say that "it wouldn't let" him. When I asked to escalate the issue, I was told that no one was available to speak. No one in the entire company could assist me. I stayed on the line for over another hour waiting for someone to become available and was told that I would need to wait and that someone would reach out to me within two business days to schedule yet another phone call. We can't even trust that their troubleshooting will even work anymore since we have had them apply temporary quick fixes every time we have spoken to them and nothing has worked. We are a business and don't have time to sit on the phone for hours upon hours talking with someone who is unable to provide an actual, longterm solution to our issue. All we want is our speaker replaced, at this point we have worked for it -- spending hours upon hours on the support forums, support chat, and support phone calls. Nothing has helped and Sonos is still unwilling to just replace our speaker.

      Business Response

      Date: 10/07/2024

      Better Business Bureau,

      Thank you for contacting Sonos, and for bringing this matter to our attention. Our support team has been in touch with this customer, and we believe the matter should now be resolved to their satisfaction. If there is anything further we can do to assist, please let us know.

      Best Regards,

      **** M.

      Sonos  |  Supervisor  |  Customer Experience

      Customer Answer

      Date: 10/08/2024





      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22335496, and find that this resolution is satisfactory to me. We have been shipped a new speaker as requested and will be sending our faulty speaker back to Sonos. 



      Regards,



      J****** *******








































    • Initial Complaint

      Date:09/23/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have bought of 15k in Sonos products that never work properly. I have resync every component multiple times a week that are all wired from my router that has a speed of 600mbps per second. I have reached out via email to Sonos 5 times with out response for over 6 months.

      Business Response

      Date: 10/07/2024

      Better Business Bureau,

      Thank you for contacting Sonos, and for bringing this matter to our attention. We have reached out to this customer for more information in the hopes of helping resolve the issues they have been encountering, but have not heard back. We encourage the customer to respond to our email and schedule a follow-up call with our team so that we can assist with this matter further.

      Best Regards,

      **** M.

      Sonos  |  Supervisor  |  Customer Experience

    • Initial Complaint

      Date:09/09/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Recently, Sonos has updated their app which was to be new and improved. However with the app update, it has made many Sonos systems lose functionality and leave many customers with lots of frustration. Sonos products before this new and improved app, worked flawlessly.

      The new app has caused so many issues that even the CEO of Sonos, Patrick Spence was disappointed that the old app could be not be re-released and was optimistic that it could have been.

      Many users, including myself, have spent a ton of money on Sonos products. I currently have a first generation Sonos Beam, two Play 1s, a Sonos Arc and a current generation Sonos Amp. The Sonos Arc still shows a price of $899 plus tax and the Sonos Amp also shows a price of $699 plus tax. This is from the official Sonos website. I’d estimate the value of the two Play 1s and the first generation Sonos beam to be $400.

      This new app causes my speakers to randomly disappear or if they show, are not able to be used. You can’t select them in the, well you know, the new Sonos app.

      I am requesting a refund on my devices.

      Business Response

      Date: 09/18/2024

      Better Business
      Bureau,

      Thank you for reaching
      out to Sonos. We have reviewed the customer's case history with our Support
      team, and it appears that they may be experiencing issues with a known
      misconfiguration of their network hardware that will lead to the unexpected behavior
      they've described.

      We have reached out to
      the customer directly to assist with getting the network configured in a way
      that will allow Sonos to communicate on the network as required for full functionality, and this will allow them to reliably
      connect to and control their Sonos products. We are confident that we will be able
      to assist them in this matter, and we look forward to hearing back from them so
      that we can get this taken care of. It is important to us that they can enjoy their Sonos system, and we want to thank the customer for working
      with us on this. As always, we also thank the BBB for helping to better serve our customers.

      **** P. 
      Sonos  | 
      Supervisor | Customer Care

      Customer Answer

      Date: 09/18/2024





      Complaint: 22256133



      I am rejecting this response because:


      I want to thank **** for his response and his email to me directly. 

      I have worked with Sonos support, did everything that we walked through and the issues are still occurring. 

      I did initially think this was a network issue however I can verify that the Sonos products are not dropping off the network like initially thought. 

      Unfortunately this new app has caused well documented incidents of the same thing.  It’s a huge bummer because before this new app, Sonos was an amazing product  



      Regards,



      J*** ******


























































    • Initial Complaint

      Date:09/09/2024

      Type:Customer Service Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have contacted this company for three months about their defective product. They have done nothing. They supposedly escalated the issue and asked me to make an appointment but their appointment link has no appts available. So I called om 8/28. I was told someone would call me back to make an appt. No one did. So I called again today to be told I’ve been put to the back of the line and can’t speak to anyone for over two weeks. So now I’m going on over 5 months with a defective product. There are thousands of ppl complaining about this online right now. I’ve been ripped off.

      Business Response

      Date: 09/17/2024

      Better Business
      Bureau,

      Thank you for reaching
      out to Sonos. Our support team has reached out to this customer on September 10th,
      and again on September 13th, to schedule a call with a member of our escalation
      team. However, it appears that they have not scheduled a call yet. We have
      followed up with them again today using the email address provided in this request, and we look forward to speaking with the
      customer to get this matter resolved as soon as possible. We want to thank the
      BBB for their assistance in helping our customer.


      Sonos  | 
      Supervisor | Customer Care 

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