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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.
    • 52 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:09/25/2024

      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.




      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****** *******








































      n 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

    • 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.





      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*** ******


























































      ct 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

    • 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 

    • 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.




      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***** ********








































      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 

    • 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.




      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****** ******








































      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

    Sonos, Inc. is NOT a BBB Accredited Business.

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