Sonos Customer Service

Worst service, no response from customer service.

Useless customer tech support. I had my IT person on the phone for two hours and still was not able to reset the after it went down after a very brief power outage.

Sonos Roam took a dump after one year. After going though the hokey pokey with the Sonos Tech, I was told to ship it back. Sonos graciously offered a 30% coupon on a replacement. That was before I found out the same offer was available to first time buyers on their website!! Playbase also failed after one year but was covered under "Warranty". Fool me once, but not twice!

My purchase was made under my old email adress user id how is this even possible it has been decommissioned over 4y ago. I question the security of our i fo @ Sonos. I now have a pending order in no mans lad I cant track and no customer support support after 4 communications.

Customer support is beyond the pale. the only folks I've been able to contact are technical reps. However, I don't have a technical problem and they don't have the ability to connect me with customer service or supervisors. Promises for return calls never happen. I received the product in a torn and retaped box which had clearly been previously returned. The box was torn and partially open with missing parts. Nobody could help me. My only solution was to return the box without confirmation that I wouldn't be blamed for the condition of the item. I was supposed to take their word that my credit card would be credited in the future. However, I had to reorder the item thru sonos and pay again. They wouldn't ship me a new item. All this non support took over two hours of waiting on the phone and speaking with five different people.
Horrible company and customer support. The phone reps have clearly been instructed to not let you speak with any supervisors or management level people. Don't trust them and go elsewhere. Bose, Sony anywhere.

I couldn't agree more with last review. We have been customers for 15 years. We have spent 13 hours on hold just in the last 2 weeks only to be constantly told "it is someone else's fault". Promises of return calls that never happened and people with zero knowledge from other countries giving us the run around. What used to be a company we believed in and gave great reviews has totally gone down hill.
Spend your money elsewhere.

We had been 12 year customers of Sonos.
They have lost us in customer service. If you spend your money be prepared for zero follow up and finger pointing at other companies, other techs and people. No promised return calls. You basically become in usable after you spend huge amounts of money. We are finally moving away from Sonos. Do your homework.

Sonos bricked my Play 5 v1 - a $500 purchase, and with a discount to replace it with a new Play 5 it will cost me another $500 CDN. If you are smart you won't trust Sonos.

Used To Be The Best Tech Support In The .now Bull SHI*!reading The Same Info Online That You Can See-
Don't Know The Products. Don't Have Any Answers Other Than The Script
Great Products Shi* Support

I ordered speakers in May, I was told I would get them in June due to back order, I called in and was told july 8th, still nothing came. Called in passed to 3 different people, still no answers, then was told my order was canceled! Called in again and new order placed on phone was promised to have shipped July 21st. Still today no speakers, but an email saying they will be shipped July 29th/22. I am frustrated! I do t even know if they will ever be shipped, been promised so many dates!

Over 2 weeks waiting for a speaker to be shipped and still waiting. No eta on website only daids "preparing for shipping " Sent 3 emails and no replies. Called multiple times long waits and no answers. I was better off order elsewhere. Never again I will order from them!!

I have never had any luck with Sonos customer service. Their "Digital Assistant" is worthless. Currently waiting now 35 minutes to get a live person. I have a mix of Gen 1 and Gen 2 products and was looking to upgrade all to Gen 2. Maybe not now. Everything this company does is so damn cumbersome.

The call center technical support agents are not succeeding in providing solutions. We have been on the phone for three hours. There is a loud ringing noise coming from my Sonos Roam, and it only charges up to 60%. The agents on the phone can barely speak English, so it is very difficult to communicate with them, and this results in them getting your phone number wrong for example. So then they say they will call you back and they never call you back. But actually, my phone number was correct, and they just never called me back after we mutually agreed that I would take a video of the loud ringing noise and send it to them, which I did, and then didn't receive a call back after waiting for 30 minutes.



So, I called tech support again and waited 15 minutes whilst forced to listen to sonically disturbing jazz music that I cannot disable; then a woman from another call center answers and we have to repeat the entire process of endless, aimless, futile troubleshooting. She says she will take 3-5 minutes to "check something" and puts me on hold, then comes back with another troubleshooting solution, which of course does not work. I am currently listening to jazz music on hold at 8:07 PM ET on a Friday night because I leave soon for vacation which I needed this speaker for which is why I pre-ordered this speaker on March 10 and confirmed it would arrive on March 21. I opened it this morning (March 24) and have had all of these issues.



I will never, ever, purchase a Sonos product again despite proudly owning two Sonos One SL (no longer proud to be an owner and will be discarding them). Perhaps someone else from Sonos can help, the sales and tech support folks have been unable to reach any resolutions. It is incredibly stressful and a significant waste of time. My ears are in pain as the speaker continues to make this loud noise.

Very long on-hold time - nearly an hour despite 10 min wait time recording. Nightmarish on-hold music. Multiple transfers with more hold time. Aloof, at best, representatives.

I texted with a simple Question and was told I had to pay $5 to join Ask.com a monthly subscription that jumps to 40$/mo. It looks like they are ripping off their customers and not supporting radio stations they feel don't match their political views. Good products but very bad customer service and policies
I am done with these clowns.

I have been trying literally for three days to obtain a return authorization on a product bought by mistake (amps instead of speakers). I've been run around first by phone, told I needed to do it online. Online instructions say to call. Called, no answer (twice last week). Called today, literally two hours on hold, talked to two live people, put on hold again. Then I was cut off/hung up on. I suppose it's closing time. VERY FRUSTRATED...great product TERRIBLE customer service. Yes I realize things are different with COVID right now but this is ridiculous.

Horrible Customer Service PERIOD. Have spent a few thousand dollars on the SONOS system and suddenly NONE of it works as of yesterday

waited 35 plus min. person disconnected from sonos and then disconnected me

I have been trying to get some information from your customer service with no avail. I have been having issues with Pandora and Sonos for over a month. I keep getting told we are working on the issue. I subscribe to Pandora and spent a lot of money on a home Sonos system. I was told some one from management would call me today but yet got an email instead. If I had know this is how I would be treated as a customer I would not have bought the system.

Says they're open on Saturday 11 to 4 but when I call the recording says they're closed ! Not impressed !

Been on hold for 1 hour and 45 minutes. Worst customer experience of all time... And for a product that, on three different routers, I have not been able to get to work!

I'm trying to reach Sonos customer services .......now on the line for over 43 mins .........so frustrating......is there anyone there !!!

Complete lack of customer service. Absolutely nothing by land line or email. What is the matter with you people. Real company or sham.

When you have a product with as many problems as this has, you should have customer support available on weekends.

I have contacted customer service because when I click on SONOS I receive a message that my system can not be found.
The first rep had me do things that wiped out my telephone and television service but did not solve the problem.
The second rep had me do a lot of things but did not solve the problem.
I like SONOS when it works but think I should be able to return it for full credit if it will not work.

So someone at that company needs to give Miguel a raise!! He was amazing! We called when it was time for him to go home and he stayed on the phone with us for an hour and was so nice and made sure we had everything we needed before he hung up the phone!! Find this guy and reward him!!!! Thanks Miguel you're the best!

Matthew G was very helpful and resolved my issues.

I love this system! I can enjoy my music all over the house or my office just the way I like...I was nervous dealing with this company at first but their customer service turned out to be one of the best I ever experienced.

I am very, very pleased to announce my thanks to Sonos customer Services for turning a nightmare into a pleasure. I was contacted directly and swiftly to reset my system. The Technical support was swift, friendly and thorough. If I ever have another problem I will contact Sonos directly safe in the knowledge that I am a valued customer.
I sympathise with Sonos when customers like me are let down by terrible service through their dealers.
Sonos rocks!
Absolute Sonos, 37 The Avenue, London NW67NR are a disgrace!! Give them a wide berth and contact sonos directly.