Sonos accidentally shipped customers extra speakers and charged them for it

Photo by Dan Seifert / The Verge

Some customers who recently ordered speakers from the website received more than they ordered, but they were charged extra for the devices sent in error and want them back. Some people are disappointed that they weren't offered a discount for the hassle of dealing with a problem they didn't cause.

The issue was reported by two different people. They both placed orders for a single Sonos Move. The issue affects more than just the Move, with other users ordering the Roam and Ray, and some of them being charged for more speakers. A user on the social networking site said they were charged nearly $2,000 for the additional speakers and received even more in the mail after they sent the first group back.

Customers who have been over charged and will also receive multiple shipments of their order will receive an email from the company. The system update resulted in some orders being processed multiple times, according to the company. Customers who have extra speakers can return them with a pre-paid label and use the carrier for pickup.

A recent update to our systems resulted in some orders being processed multiple times. Unfortunately, you were affected by this error and have been overcharged. You will also receive multiple shipments of your order.

I want to personally apologize for the inconvenience this has caused. You will receive a full refund for any excess orders and should see the credit issued to your account within 10 business days.

You will also receive prepaid return labels for any excess orders to this email address within 2-3 business days. To make this as easy as possible for you, we are happy to schedule pick-up with our carrier. Please reply to this email or call our priority support line at 1 800-680-3527 between 7 AM and 4 PM PT, Monday through Friday.

Again, we are truly sorry. Thank you for being a valued customer and supporting Sonos. Issues like this are rare, and we will do everything we can to make it right.

Please don’t hesitate to reach out with any additional questions or concerns.

We don't know how many people were affected by the issue. It isn't good for the company and it's unclear if there are consequences for those who don't return them

Some customers may not be able to be charged if they don't return them. You don't have to return unordered merchandise if you didn't order it, according to a post on the Federal Trade Commission's website. The site reached out to the company but didn't hear back.