Complaints

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

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  Sonos, Inc.

  614 Chapala St Santa Barbara, CA 93101

• 

  Sonos, Inc.

  614 Chapala St Santa Barbara, CA 93101-3312

• 

  Sonos, Inc.

  25 1st St Ste 301 E Cambridge, MA 02141-1801

• 

  Sonos, Inc.

  419 State St Santa Barbara, CA 93101-2304

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.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Beam a little over a year ago. My Beam stopped working so I called in (February 22nd) and we ran tests on it to find out it was defective. I was promised I would receive an email with a coupon for 30% off any Sonos product in two days. I still have not received any email or any other type of contact from anyone at Sonos. I have called in countless times and all I get is the same run around that someone will contact me in 2 days. I was given a case # 07*****0.

  Customer Answer

  Date: 03/13/2025

  Hello,

  Please cancel this complaint as they finally contacted me yesterday.

   

  Thanks

  C*** *****

• Initial Complaint

  Date:03/03/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 bought a gift card during Christmas. That was a digital gift card and never received the digital gift card. I called the day after purchasing inquiring about the gift card and representative stated that it would be mailed out instead of provided digitally. I still have received the gift card which was in total $300. I’ve spoken to multiple representatives who stated that they are working my case, but no release solution has been found this time and I would like a full refund for my purchase since the service is not good and no one is helpful in assisting me in the matter

  Business Response

  Date: 03/06/2025

  Better Business Bureau,

  Thank you for contacting Sonos and for bringing this matter to our attention. We are deeply sorry to hear that the digital gift card did not reach the customer. After communicating with the customer, we have determined that they would prefer a refund, and this is currently being processed.

  Best Regards,

  **** M.

  Sonos  |  Supervisor  |  Customer Experience

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 are owners of 5 Sonos speakers that have always had connectivity issues. Last week we switched our wifi provider and as a result had to reconnect all of these speakers to the new wifi. After spending a total of 6 hours attempting to do that while following the multiple guidelines available on their website, we have reached out to support as well as the office of the company CEO to seek assistance, which was denied and we were redirected to their website for support yet again. It is not the first time Sonos has been unhelpful and dismissive of its customer complaints, however, we somehow, after many hours of wrestling with the system, were able to get it to work. This time it is different. We are now seeking to part our ways with Sonos and are asking them to buy back their very expensive speakers so that we can switch to a more reliable sound system, which they have refused (along with providing us with enhanced technical support beyond a bot chat or a customer message board). We ask for your assistance it resolving this issue with them. Kind regards

  Business Response

  Date: 03/11/2025

  Better Business Bureau,

  Thank you for bringing this matter to our attention. We have investigated this case and have reached out to the customer to work together on a resolution, and this conversation is ongoing.

  Best Regards,

  **** M.

  Sonos  |  Supervisor  |  Customer Experience

• Initial Complaint

  Date:01/31/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 December 3, 2024, I ordered two black Sonos Era100 speakers from Sonos’s official eBay store (Order #04-1***3-16020) but received one black and one white speaker. I contacted Sonos immediately, but the issue was poorly handled with delays, miscommunication, and multiple points of contact. Timeline of Events: - 12/3/24: Incorrect product received; contacted Sonos customer service - 12/3/24: Emailed Sonos’s executive team due to poor service from phone reps - 12/5/24: Followed-up with the executive team after an inadequate response - 12/4/24: Sonos eBay support initiated a return without consulting me, stating refunds would take 10-15 business days after return - 12/9/24: Followed-up due to no updates - 12/9/24: Roger A (Sonos supervisor) stated the case was under review - 12/11/24: Roger A confirmed express shipping for the replacement, bypassing initial return instructions - 12/12/24: Replacement order processed and shipping confirmed - 12/18/24: Received replacement speaker but awaited return instructions - 12/22/24: Expressed dissatisfaction, requested return instructions and compensation - 12/27/24: Rejected Sonos’s offer of 20% off a future order - 12/29/24: Requested compensation for the current order - 12/30/24: Automated email redirected me to Sonos’s web portal - 12/30/24: Resubmitted complaint via web portal - 1/7/25: Emailed the executive team again after no response - 1/15/25: Roger A confirmed the return process and 20% refund to the current order - 1/16/25: Francisc D (another supervisor) confirmed the refund promise - 1/16/25: Acknowledged the offer but urged process improvements - 1/28/25: No refund received; delayed returning the incorrect product due to concerns over refund commitment Key Issues: - Sonos’s error caused delays and inconvenience - Poor communication and shifting points of contact complicated the process - The promised 20% refund has not been issued - Return of the incorrect product is delayed due to refund concerns

  Business Response

  Date: 02/13/2025

  Better Business Bureau,

  Thank you for contacting Sonos and for bringing this matter to our attention. We apologize for the poor experience. We have followed up with the customer and verified that the agreed-upon partial refund has been received. 

  Best Regards,

  **** M.

  Sonos  |  Supervisor  |  Customer Experience

  Customer Answer

  Date: 02/14/2025

  Dear Better Business Bureau,
  
  I have reviewed the response made by the business regarding complaint ID 22876198. While this experience was far from satisfactory and required many unnecessary hours to resolve, the company has rightfully issued a partial 20% refund. Whether this adequately compensates for the inconvenience is debatable. They must improve their processes to prevent similar issues for future customers. I am still awaiting a response and instructions regarding the incorrect product that was sent.
  
  Regards,
  
  J***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 attempted to reach out to SONOS TECH SUPPORT 9 times in the past many many months. I am hung up on or put on hold indefinitely each and EVERY TIME. I have yet to get one of my SONOS FIVE and my SONOS ARC working. AS OF NOW THE SONOS FIVE STILL HAS A RED LIGHT AND NO SOUND. THE SONOS ARC has sound crackling and volume issues. I HAVE SPENT COUNTLESS HOURS ATTEMPTING TO FIX THIS PILE OF JUNK. SONOS purposely avoids addressing the issues by knowingly offering incompetent customer support that is either unreachable, or puts the customer through a process that no customer has time to experience thereby avoiding backing up their product. My time is just as important as Patrick Spence's time, yet he has no recognition of that for any of his customers as is shown in the supervision he he maintains over the customer support and or non existent after-sales support he provides. It is all over social media, Reddit, and instagram that everyone has a hell of a time getting tech support and solutions for the issues SONOS products have. The thought of having to call up their pathetic incompetent phone support make me physically uncomfortable because the time I will have to invest will not result in any return on that investment for me. It is insulting to every customer's intelligence who has posted on REDDIT. I am at the point where I will have no choice but to post each and every experience on my social media account at work in order to catch this companies attention. Do I have to file in small claims court in Santa Monica CA, a small courthouse that is more than happy to facilitate these types of claims quickly and judiciously? A court process that allows up to $12,500.00 If I don't hear back immediately before next year Sonos will leave me no choice but to move forward in the ways I have suggested.

  Business Response

  Date: 01/08/2025

  Better Business Bureau,

  Thank you for contacting Sonos. We have reached out to this customer and spoken with them, and have made plans to discuss further based on their availability. We will continue to work with the customer until this matter is resolved.

  Best Regards,

  **** M.

  Sonos  |  Supervisor  |  Customer Experience

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 amp and two speakers approximately five years ago for around $1900. At the time of purchase, the setup process involved using a PIN printed on a small piece of paper affixed to the underside of the device. This was required only for the initial configuration. Recently, Sonos changed their system requirements so that a PIN must be entered every time you change your internet network settings. The newer systems have the PIN printed permanently on the device, but older systems (like mine) only had it on a small piece of paper that has since detached or faded. As a result, I no longer have access to my PIN. This means that every time I need to update my network settings, I must reset my entire system to factory defaults—losing all my custom settings. When I contacted Sonos customer support, they essentially told me there was nothing they could do. I find it unacceptable that Sonos introduced this new requirement long after my purchase, effectively rendering my system difficult to use and drastically different from what was originally promised. The company should either provide me with the PIN for my existing unit or replace my older amp with one that has the PIN printed on the device. The current situation feels like an unfair business practice. 

  Business Response

  Date: 12/23/2024

  Better Business Bureau,

  Thank you for contacting Sonos, and for bringing this matter to our attention and for providing us to the opportunity to address this complaint. We have reached out to this customer, and we believe the matter is now resolved. 

  Best Regards,

  **** M.

  Sonos  |  Supervisor  |  Customer Experience

  Customer Answer

  Date: 12/24/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22688513, and find that this resolution is satisfactory to me.
  
  Regards,
  
  B** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 multiple Sonos speakers throughout my home and have been a customer for years. One of the newer speakers that i purchased is in perfect condition and is used sparingly. Sonos rolled out a software update to all customers encouraging them to upgrade their app to a new platform. When the software update was rolled out my perfect condition like new speaker no longer output sound. Upon investigation, this is known by Sonos and major problem to many customers. After not being able to roll back the updated software or troubleshoot the issue I was told my speaker was no longer under warranty and that they would provide me with a 30% discount on a new item. If I had done something to the speaker or this were somehow related to me I would easily accept it and move on. But, this was something the company initiated and the software has lead to the product no longer working. All i'm asking is for them to fix the issue or replace the item which is what they should be doing for the many customers who have been negatively affected due to their error.

  Business Response

  Date: 12/23/2024

  Better Business Bureau,

  Thank you for contacting Sonos and for bringing this matter to our attention. We have attempted following up with this customer via both email and phone, but have not heard back and are unable to reach them. If further assistance is required, we would encourage the customer to follow up with us furrther.

  Best Regards,

  **** M.

  Sonos  |  Supervisor  |  Customer Experience

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 bought and extended warranty for the whole Sonos system which was 130. My order got messed up and canceled part of my order and I received two era 300 speakers. My warranty was still charged 130 but it only covers the two speakers not the whole system that I had to make another order for. I have contacted Sonos since the purchase to rectify the charges and they keep giving me the run around. They said they was going to refund the 130 so I could purchase the warranty for whole system is what I originally wanted to do. But the keep giving me the run around.

  Business Response

  Date: 12/20/2024

  Better Business Bureau,

  Thank you for contacting Sonos and for bringing this matter to our attention. Our team has reached our to this customer and is actively working with them to complete the refund process.

  Best Regards,

  **** M.

  Supervisor  |  Sonos  |  Customer Experience

  Customer Answer

  Date: 12/23/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22677855, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  The untested, rewritten app that Sonos dropped on us without warning, opt-out or rollback option in early May 2024 broke my system, which had worked seamlessly for 8 years since installation. Specifically, one of my Play 3 speakers (replacement for my original Play 3 which would no longer connect even after multiple tech support calls over several months) will not connect (never connected after receiving it, despite multiple tech support calls to try to get it to connect). And now my Connect Amp won't update or connect. Since May, I have spent over 40 hours on at least 8 escalating tech support calls with 4-5 different techs. The most recent support call was on Nov. 25 with a new tier 3 tech. We spent 2 hours walking through everything he could think of, but the speaker still will not connect. That tech offered an Era 100 or Roam 2 speaker as a replacement for the Play 3 and another Amp for my Connect Amp. My longtime, expert AV tech who recommended, sold and installed my Sonos system in 2016, said that the Era 300 would be the appropriate replacement for the Play 3, not the Era 100, and certainly not the Roam 2. In reading other recent BBB complaints, I noticed that numerous customers have experienced problems with the Era 100 speaker quality, specifically that the grills crack and chunks fall out. That is unacceptable as a replacement. I have mentioned all this to the Sonos tech who arranged for the replacement (discount code to purchase a new Era 100 or Roam 2 at no charge), but he has not agreed to the Era 300. After everything Sonos has put me through for 7 months, I am disgusted with the company and their runaround. I am aware that tens of thousands of customers have experienced similar problems caused by the untested, rewritten app. Executive management clearly doesn't care about their customers. I request that Sonos replace the products they broke with comparable/upgraded products (Era 300 and Connect Amp), not the downgraded Era 100 as proposed.

  Business Response

  Date: 12/16/2024

  Better Business Bureau,

  Thank you for bringing this matter to our attention and providing us the opportunity to address this complaint. We have reached out to the customer privately, and believe we have agreed on a suitable path forward, and that this matter is now resolved.

  Best Regards,

  **** M.

  Sonos  |  Supervisor  |  Customer Experience

  Customer Answer

  Date: 12/23/2024

  
  
  Complaint: 22658534
  
  I am rejecting this response because: I haven't received the replacement Amp yet so I cannot say if their proposed solution fixed that hardware connection problem with the new app. I need more time to respond.

  The Era 100 speakers they sent to replace the Play 3s that their rewritten app broke in May sound nowhere near as rich, full, clear or powerful as the Play 3s, which was my concern and why I requested Era 300s as replacements instead, as my AV tech who installed my original system recommended as the appropriate replacement, as well. I do not enjoy listening to the lesser quality Era 100s, as I did the Play 3s, so I am not satisfied with that replacement resolution. I am very disappointed that their app rewrite clearly made better quality speakers that worked beautifully and provided excellent sound for 8 years obsolete. I cannot recommend Sonos to anyone. They care more about their bottom line than satisfied customers. The last eight months of countless hours of wasted time, lies and runaround from the company have been unacceptable and very frustrating to say the least. I now have a system that sounds nowhere near as good as the one I purchased and have enjoyed for 8 years, before Sonos intentionally made the speakers and amp obsolete (confirmed by news reports) and lied about it. 
  

  Regards,
  
  L***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/20/2025

  Better Business Bureau,

  Thank you for contacting Sonos. All Sonos products sold in the US carry a 1-Year Manufacturer Warranty, and the products in question are well beyond this warranty period. Despite this, we have made extraordinary concessions to try to assist and appease Ms. Powers. While it is unfortunate to hear that she is not pleased with the solutions we have offered and provided, we will not be providing any additional free or discounted product in this case.

  Best Regards,

  **** M.

  Sonos | Supervisor | Customer Care

  Customer Answer

  Date: 01/27/2025

  
  
  Complaint: 22658534
  
  I am rejecting this response because:

  Sonos acts like my equipment failed after the warranty period. What a load of insincere crap and they know it. They caused my amp and several speakers (along with tens of thousands of other consumers’) to fail - no longer connect to their system - when they rewrote their app and dropped it on us without notice or option to rollback or not upgrade. Planned obsolescence maybe??! There was nothing wrong with my amp or speakers except their rewritten software. 
  

  They sent me a new Play 3, which surprisingly connects, so I am pleased with that response. I am waiting for a new Amp to be shipped and hope it will connect. I cannot close out my complaint until I have a fully functioning system as I had for eight years until their new app dropped last May and broke my system. 

  
  Regards,
  
  L***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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