We have been a massive advocate for Sonos in the past, thanks to its clean, easy-to-use interface and class-leading hardware reliability. However, in May 2024, Sonos released a ground-up redesign of its app. The number of bugs and missing features made us question this decision.
Since the initial launch of the redesigned app, Sonos has worked diligently to fix issues that customers have been facing. However, has their hard work paid off? And is Sonos still the easiest-to-use, reliable home audio distribution system?
Background: How The Sonos App Refresh Went Wrong
It’s not too uncommon for websites and services to get redesigns. Gmail has mild changes every 6-12 months. Other services regularly get a “facelift.” Sometimes, the changes are welcome, and other times, they are a mild annoyance. However, these changes usually leave the overall design familiar enough to use comfortably.
Meanwhile, the Sonos app update was not familiar or welcomed. Instead, the service was so different from the previous version that you would likely confuse the two as entirely different products. It also wasn’t opt-in. That means every Sonos S2 user opened their Sonos app one day and suddenly had their home audio interface completely changed.
An Update With Missing Features and New Bugs
Not only did the design change, but the app was riddled with bugs and missing core features. Since the Sonos guides didn’t seem to help customers find their favorite features that had moved, we quickly made a guide so our customers wouldn’t feel so lost. Once Sonos realized customers were unhappy, they promised to quickly clear bugs and clarify their goals to restore missing core features.
Nearly every week since the launch, we have received an email from Sonos. They would outline the changes they’ve made to their app and outline the features they had brought back. Most reassuringly, Sonos backtracked some confusing user interface (UI) decisions that they were previously adamant about not changing. So there was hope that Sonos was on the right track to restore all the features to get the app in a finished state.
The State of The New Sonos App Nine Months Later
Since launch, Sonos has addressed most bugs and restored features that were initially lost. Despite widespread outcry from longtime Sonos customers, the app was never reverted to its original design. We are not afraid of redesigns, but the new app lacks the intuitiveness and simplicity that defined Sonos as an industry-leading option for distributed home audio.
Minimalism That Overshadows Usability
The new app takes minimalism too far. There’s too much guessing how to use it. The last app had a navigation bar at the bottom. You immediately knew how to use it because so many other apps have a similar design. If you clicked on each tab, you could probably figure out how to do 80% of what you needed to by playing around.
The new app lacks this inherent simplicity. When you open the app, you can immediately see how to select and search for music. You can infer the bottom is for what is currently playing in a room, and you can see your settings in the upper right.

However, a big reason to use Sonos is to manage music across multiple groups of speakers. How to find those speakers remains unclear. There is a speaker button in the “now playing” bar at the bottom, but that only allows you to group speakers. Then, an option to “View system” appears, but that’s an inefficient way to access all your listening zones.
The intended method is to ‘swipe up’ on the now-playing bar—not to be confused with tapping it, which brings up playback details. Be careful not to swipe too low, or you’ll exit the app on most devices. The app is full of minor usability issues like this, which together become a big usability problem and a source of frustration for the user.
The transition to the new Sonos app was rocky for longtime users, but it has significantly improved over the last nine months. Nearly all initial bugs have been addressed, and most of the missing features have been restored.
Final Thoughts: Is Sonos Still the Go-To Choice for Functionality and Usability?
While bugs have been addressed and features restored, our concerns now extend beyond the app itself. When customers and partners like us voiced frustrations, Sonos made us all feel unheard by pushing ahead with its release schedule. Shockingly, they didn’t even opt for a slow rollout—one day, many users simply woke up to an entirely new interface.
The fallout has been significant. So much so that we’re now exploring alternatives for frustrated customers. The home audio market is evolving, and competitors are offering compelling alternatives. With Sonos’s reputation taking a hit, a new leader may emerge with the intuitive experience and reliability we’ve always promised our customers.
Admitting Your Mistakes Is the First Step
In October 2024, Sonos CEO Patrick Spence admitted the app was “obviously a failure of Sonos.” His resignation soon followed, largely due to the app rollout and its effect on the user base and the company.
The new CEO gives us confidence. His opening letter to the company resonates with many frustrated users. He recognizes how many of the individual shortcomings have hurt the company’s reputation and trust with its customer base.
We expect the new CEO to make major changes to restore the app’s intuitiveness. After nine months, we need action. The new CEO has an opportunity to rebuild trust, but the clock is ticking. A reputation takes years to build and moments to crush.