Sonos says customers that got extra speakers don’t have to send them back

Customers who received extra, unordered devices as a result of the software glitch won't have to return the speakers. "Sonos does not require the return of extra equipment and respects the decision of each impacted customer." We are in full compliance with the FTC.

There is a summary on the US agency's website. The website says you don't have to pay for things you get but don't order. Unordered merchandise doesn't have to be returned. You have the right to keep it as a gift.

After placing an order for just one device, the software glitch caused customers to receive up to five additional devices. A customer received around 30 shipments from Sonos containing $15,000 worth of audio equipment. Customers who were sent in error will be offered refunds and given shipping labels to return the extra devices.

Customer support agents haven't been forthcoming about the fact that customers are technically allowed to keep more than one device. One customer tried to use the FTC website as proof that they didn't need to return the three additional speakers they received after ordering just one. The company's support agent ignored the comments and sent returns.

Some customers will probably be happy with the free stuff, but others might just want to get rid of the bulky packages in their homes. The customer who received roughly 30 Sonos shipments said that the situation was impacting their relationship with their property manager after they had to leave the packages in the lobby. The customer said that their property managers were being patient but that they were not happy with the boxes in the lobby.