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Business Profile

Speaker Manufacturers

Sonos, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Speaker Manufacturers.

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:09/05/2024

      Type:Billing 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.
      Ordered on 9/3/2024 from Sonos a SONOS HDMI OPTICAL ADAPTOR, Order # 106417279, part cost $25, 1 day delivery on 9/4/2024 cost $25. As of 9/5/2024 part not received. SONOS shipped part UPS. Used UPS Tracking # 1Z57F7200110586026 to track shipment, UPS replied several time -- " Shipper created a label, UPS has not received the package yet". Several attempts to contact SONOS failed due to SONOS UNFRIENDLY DEAD END communication links. My experience with SONOS SOUND SYSTEM purchased from SAM'S CLUB & continued SONOS parts failures -- POOR PRODUCT & CUSTOMER SERVICE-- MY ONE & TO BE ONLY SONOS SOUND SYSTEM PURCHASE!

      Business Response

      Date: 09/17/2024

      BBB,

      Thank you for bringing
      this complaint to our attention. We want to apologize to the customer that this shipment took longer than expected; according to the provided tracking number, the
      product was delivered on 9/6/2024. We have refunded the expedited shipping costs,
      and this should be available to the customer within 7-10 business days,
      depending on the policies of their financial institution. We want to thank the
      customer for being a Sonos customer.

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

      Customer Answer

      Date: 09/18/2024





      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22247008, and find that this resolution is satisfactory to me.




      Regards,



      R***** ********








































    • Initial Complaint

      Date:08/23/2024

      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 purchased a Sonos Sonance speaker in April 2024, which stopped working shortly after purchase. I contacted Sonos and was provided a RMA # RO-2****5-10. I was instructed to return both speakers for replacement, as they are sold as a pair. Sonos only replaced one speaker which is refurbished. I contacted Sonos, and was informed the department which replaced the speaker cannot be reached by phone and can only be contacted internally. I have no way to contact them internally. 

      Business Response

      Date: 08/30/2024

      BBB,

      Thank you for bringing
      this to our attention. We have reached out to this customer directly to make
      sure a replacement is shipped out as soon as possible, and we believe we have come to a solution
      that is satisfactory for them. We appreciate the customer for working with us
      on this, and we thank the BBB for facilitating in this complaint.

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

      Customer Answer

      Date: 09/03/2024





      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22183654, and find that this resolution is satisfactory to me.




      Regards,



      D****** ******








































    • Initial Complaint

      Date:08/20/2024

      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.
      Shipped wrong item to Sonos for a return and was told they would ship my item back to me. This was months ago and I still have not received any item and every time I call or email for an update, they give me a run-around answer about how they are still waiting for an update from their shipping warehouse or that they are investigating the issue. Case Number is 06*****8. Sonos has essentially promised to return my property back to me and has failed to do so for 2 months already. At this point, I don't know if I should consider this theft...I either need my item back or need the full retail price of the item given to me in form of check or money transfer.

      Business Response

      Date: 09/05/2024

      BBB,

      T***k you for reaching out about this. We have investigated and have no record of receiving the item that the customer is missing. Further, we never ask customers to send us third-party hardware that is not purchased from Sonos, and we are not responsible for unsolicited items shipped to us without prior authorization.

      Best Regards,

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

      Customer Answer

      Date: 09/10/2024





      Complaint: 22165259



      I am rejecting this response because: The business gave their ***d away when their support rep informed me that they have an iPad in their possession and would ship it back to me within three days. This kind of dishonest practice is equivalent to lying and theft. At the time of contacting customer support, I had only informed them that I had shipped the "wrong item" to their returns warehouse and had not informed them that the item was an iPad. Their representative informing me via email that they have the iPad in their possession and that they would ship it back to me within three business days was a critical error in their lie and now they are trying to backtrack and claim that they never received it. Please see the attached email record, specifically the one sent to me on Jul 3, 2024 at 11:33 AM. Since then, the company has been giving me the run around for 2.5 months, lying to me about checking with their support team, telling me that they cannot answer my question, and ignoring my follow up emails. I expect compensation for their lying and their dishonest practices, or at the very least, compensation for the item that their employees stole.



      Regards,



      A***** ***


























































      Business Response

      Date: 09/18/2024

      Better Business Bureau,

      Mr. *** confirmed the item he claimed to have mistakenly shipped was an iPad mini in his initial recorded conversation (July 2, 2024) with Sonos Customer Care. Per Sonos policy, we will work to return any unauthorized package sent to our warehouses. However, Sonos is not responsible for unsolicited items shipped to us without prior authorization. Upon investigation, we only received the Sonos product that was sent by the customer, a Sonos Ace. Mr. ***’s package with the product was received on July 24, 2024. We agree that this is a regrettable series of circumstances, and we understand the frustration and disappointment that our customer must be feeling as a result of this outcome. 

      Thank you,

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

      Customer Answer

      Date: 09/19/2024





      Complaint: 22165259



      I am rejecting this response because: the business did receive the mistaken item and is backtracking on their initial response saying they never received the item since I have email communication evidence from their side stating otherwise. I reject the response that they never received the mistaken item and am again requesting my item back. It is valuable to me and I have never encountered such a large company behaving like common Craigslist scammers. If this is not resolved I will be taking this exc***ge to Social Media platforms and will spend ever product launch you ever have evangelizing that Sonos is an untrustworthy company that tries to hide and deceive their way until they are backed into a corner. Please honor the promise to send back my item as your company representatives have stated. My suspicion is that someone in your warehouse decided to pocket the item. Please conduct a PROPER investigation and reimburse me or send my item IN ORIGINAL CONDITION back to me. I eagerly await your response.




      Regards,



      A***** ***


























































    • Initial Complaint

      Date:08/19/2024

      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 purchased three Sonos speakers for over $1,500. Over the past year the company has intentionally made using the speakers increasingly difficult to use for its own benefit. This is clearly a bait and switch. Consumers are made to believe they are buying speakers that are easy to use, but Sonos is invading our privacy and intentionally creating roadblocks to ease of use. To connect speakers, a user must either grant microphone access or provide a PIN. The PIN is in a font that is virtually unreadable. A user must grant access to both its wifi and a microphone, essentially like Amazon's Alexa. Additionally, Sonos promotes the ability to utilize existing music streaming services but makes it such a laborious setup, over and over again, that instead listeners are steered toward the Sonos music service. I do not want this invasive system in my home and there is no recourse if a customer has had the system for over 100 days. The problem is that the parameters of the system and the demands put forth by Sonos continue to change and escalate in complexity. I want to be done with this Sonos system and want a refund.

      Business Response

      Date: 08/29/2024

      Better Business Bureau,


      After operating on the same underlying tech software for decades, Sonos introduced its new Sonos App (“App”) to customers on May 7, 2024. This App went through several months of Beta testing, dating back to July 2023, as we worked to catch all bugs to provide our customers with a seamless experience. While the App is operating as intended for the majority of our millions of customers (i.e., to play streaming music), some of our customers are experiencing issues. 


      Further, the majority of the App’s functionality remained the same, but some features were removed upon initial rollout. After customer feedback, Sonos has delivered a number of software updates to the App, including, reintroducing the ability to add and edit alarms, sleep timers, playback queue management functions, improved line-in autoplay and compression settings, added setup, configuration, and search for local Music Library, among others. We also made screen reader improvements for iOS VoiceOver that will allow users to more easily navigate the App. We will continue to release software updates over the coming weeks to address performance issues and reintroduce additional requested features, including improvements on the user interface, system stability, volume responsiveness, among others.
      .
      Best Regards,

      **** M.

      Sonos  |  Supervisor  |  Customer Experience.

    • Initial Complaint

      Date:08/19/2024

      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 own 5 Sonos speakers, including the Move, Arc, Sub 3 purchased November 2022 and a mini-sub and Ray purchased in July 2024. The Ray and mini-sub will not connect to the app and do not function. The Arc, Sub 3 and Move worked seamlessly until May 2024 when Sonos pushed out an update to their app which made my speakers no longer work and Sonos customer service informed me that the problem was my WiFi. I have had the same wifi router from the start and it was never a problem. I spent hours/days/weeks trying to troubleshoot and search online for answers to no avail. Sonos CEO then sent an email in July explaining what happened and how they will fix it. Sonos knew what they did and was not forthcoming with the problem. My speakers are still not working and I’m starting to lose faith that they ever will.

      Business Response

      Date: 08/27/2024

      Better Business Bureau,

      Thank you for bringing this to our attention. We have reached out to this customer directly, and we are confident that we will be able to resolve the issues that they have described. We look forward to getting this taken care of for them, and we appreciate the BBB for helping to facilitate this request for support.

      Best regards,

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

    • Initial Complaint

      Date:08/19/2024

      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.
      On August 10, I ordered a sonos arc from sonos website directly. After a couple days the tracking said it was delivered but I never got anything. I contacted sonos immediately and they said they would issue me a refund within 2 business days. I contacted them through both phone and chat. 3 days later, today, I tried contacting them and they do not respond to me at all. They just keep saying generic things like we will get back to you. I am extremely disappointed with how Sonos is handling this. By the way, the picture of delivery on the tracking is literally just a picture of the street. I dont understand why it is taking so long to give me my refund.

      Business Response

      Date: 08/27/2024

      Better Business
      Bureau,

      Thank you for
      contacting Sonos Support, we appreciate the opportunity to help this customer.
      We have confirmed with them that a neighbor had received the delivery on their behalf, which
      was returned to them after this initial complaint was filed. We have arranged with the customer to get the product returned to us during the Money-Back Guarantee
      period, and the refund process may take 10-15 business days to show back in
      their account, depending on their financial institution's policies. We want to thank the customer for working with us on this, and
      thank the BBB for facilitating in this request.

      Best regards,

      P.
      Sonos  |  Supervisor | Customer Care

      Customer Answer

      Date: 08/27/2024





      Complaint: 22157682



      I am rejecting this response because: my return has been delivered. I still do not see any refund being processed. Also, I want assurance that I will be getting a FULL REFUND.



      Regards,



      A**** *******


























































      Business Response

      Date: 08/29/2024

      BBB,

      The product in question was returned to us and delivered two days ago, on August 27th. The refund has already been processed on our side; however, as mentioned previously, the refund can take 10-15 business days to show back in the customer's account. We would recommend that the customer reaches out to their financial institution for additional guidance on what their policies are before the funds will be available for them to use. We can confirm there has been a full refund for this return. We thank the BBB for their assistance in resolving this complaint.

      Best regards,

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

      Customer Answer

      Date: 08/30/2024





      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 22157682, and find that this resolution is satisfactory to me.




      Regards,



      A**** *******








































    • Initial Complaint

      Date:08/05/2024

      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 purchased 4 Sonos speakers and have not been able to use them as the app never shows the speakers in the system. I updated and reset the settings multiple times but this is still an issue. This is absolutely frustrating having spent a lot of time and money in the setup.

      Business Response

      Date: 08/19/2024

      Better Business Bureau,

      Thank you for contacting Sonos. We're sorry to hear this customer is having issues with their Sonos system. Our team is in contact with them, and actively working to assist them with a resolution. As always, we appreciate the assistance of the Better Business Bureau in resolving this matter.

      Best Regards,

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

    • Initial Complaint

      Date:07/16/2024

      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.
      Ever since Sonos updated its app away from Sonos 2, my sound system does not work. The new app doesn't respond to orders to change music, lower volume, or switch areas. I constantly get error messages, and most of the time the system isn't located. I had no trouble with the old App (Sonos 2). Ever since Sonos updated the app, the system has a hard time doing basic functions. I have spent over $5,000 on my Sonos speakers/amps, which I can no longer use.

      Business Response

      Date: 07/23/2024

      BBB,

      Thank you for contacting Sonos, we're happy to help
      with this. We have reached out to this customer directly to gather more
      information about the error messages they're receiving, and we are actively
      investigating on their behalf. We look forward to hearing back from the
      customer, and we will continue working with them to resolve this unexpected
      behavior.

      **** P.
      Sonos Customer Care

    • Initial Complaint

      Date:07/15/2024

      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 am writing to express my frustration and disappointment with Sonos. As an early adopter, I invested in the first release of Sonos speakers. However, Sonos soon rendered these speakers obsolete, compelling customers like myself to reinvest in their next generation of products. This has cost me over $10,000.

      Following a software update in May, I have been unable to access my Music Library using the Sonos PC app. Despite spending several hours on the phone with Sonos support and allowing them remote access to my computer, the issue remains unresolved. The Sonos technician concluded that Microsoft OneDrive was blocking access to my music and advised me to contact OneDrive for a solution. After further troubleshooting with OneDrive support, it was determined that the issue lies with Sonos, not OneDrive.

      Upon reviewing complaints about Sonos on the BBB website, it is clear that many customers are experiencing similar issues, and the company is failing to address these concerns adequately.

      I am requesting that the BBB use its influence to pressure Sonos into investing the necessary resources to resolve this problem.

      Thank you for your attention to this matter.

      Business Response

      Date: 07/29/2024

      Better Business Bureau,

      Thank you for contacting Sonos and for bringing this matter to our attention. We have attempted to reach out to Mr. G****** to find out more about the difficulty he is having and offer assistance, but have not heard back.

      In general, Sonos can access and play from a local music library stored on a computer or a NAS drive located on the same network as the Sonos system. As Microsoft OneDrive is stored in the cloud and not accessible on the local network, files stored there cannot be used with the the Sonos Music Library. If music is stored there, it will first need to be relocated to the customer's computer or network attached storage drive before it can be used with Sonos.

      We are happy to continue to work with Mr. G****** to assist him in setting up his Music Library to work with Sonos, and encourage him to respond to our messages if he requires further assistance.

      Best Regards,

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

    • Initial Complaint

      Date:07/10/2024

      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 was an early Sonos adopter, and I have had speakers since the first year they were sold. I love the sound, look, and capabilities of Sonos. The problem from the beginning has been and remains how Sonos manages its Wi-Fi network. I have a smart house with over 150 smart devices, including 11 Sonos products. When I reboot my modem and router, the Sonos may be the only product that does not require the network it was functioning or set up on.

      Sonos has refused to update or change this because they want to control Sonos speakers being addressed by any other Wi-Fi controller. If the Sonos speakers do not reaquire the Wi-Fi network instantly, they generally have an extremely difficult time doing so. This happens every 2, 3, 4, or 6 months. All I did this past time was to shut down my modem & router to move a file cabinet into my office. No Wi-Fi changes of any kind occurred, but when I turned the modem/router back on, everything in my house reconnected except for the Sonos system.

      Because this usually happens 2 to 4 times per year, I know the support steps by heart, and I've gone through rebooting the speakers, resetting the speakers, and trying to add them back as new devices. Nothing changed on the modem, router, or anything Wi-Fi related in my house, so the Sonos speakers should have reaquired the Wi-Fi network, but the Sonos speakers won't add back. This is frustrating because Sonos is aware of the issues and refuses to correct them. After buying my new house, I need several additional speakers, but I have held off investing more money into Sonos when they refuse to solve simple issues out of their own desire to control. Sad, because if this problem were solved, I would help friends and family buy and configure Sonos for their homes. Instead, I think enough is enough, and I’m about to sell all of my Sonos and buy B&O or Bose products that work seamlessly.

      Business Response

      Date: 07/23/2024

      Better Business
      Bureau,

      Thank you for bringing
      this to our attention. We are grateful that this customer has been with us
      since the early days of Sonos. Per their request, we have reached out to the
      customer directly, and we are actively working with them to gather more information
      and find the source of the behavior they've described. We look forward to
      finding a resolution, and we thank the BBB for helping to facilitate this
      process.


      Sonos Customer Care

    Sonos, Inc. is NOT a BBB Accredited Business.

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