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After no action from Sonos on my order that has not shipped for 21 days since full payment was made, I am posting this here in case something like this happens to you, and also shaming Sonos into resolving this situation.

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emailed to ceo@sonos.com Sun Oct 5 2025

emailed Sales using Sonos Online web form Sun Oct 5 2025

submitted to Sonos Chat Bot Sun Oct 5 2025

 

I’m going to lay this out as simply as I can, so that HOPEFULLY, Sonos can FINALLY get the items that I’ve long ago paid for, finally shipped to me.  It’s been 20 days now since I placed this Order for 7 items verbally on the Phone with the “help” of Allan M in your Sales department, and Allan promised I should expect to receive my order in 2 to 4 days.

I gave Allan M a list of 7 items totalling $3,518.14.  For some unknown reason, these 7 items were separated onto 2 separate Sonos orders in your Order Management System.

Order containing 1 item (Era 300 Mount Pair WW (White x 1)  with $200.48 total order value.  This order currently shows a Status of In Transit on my Order Status page on Sonos.com with a Purolator Tracking, but was actually DELIVERED to my home on Oct 2nd. 

The second of the 2 separate Sonos Orders consists of the remains 6 items I requested from Allan, with a total Order value of $3,317.65: 

Bundle Arc Ultra, Sub 4, 2x E30 US Wht x 1

Sonos Era 300 US (White) x 2, with Purolator tracking

Sonos Arc Ultra US (White) X 1, with Purolator tracking

Sonos Sub 4 US (White) x 1, with Purolator tracking 

Era 300 Stand Pair WW (White) x 1, with Purolator tracking

Sanus Arc TV Mount (Black) x 1, with Purolator tracking

On the Sonos Order Status page for this Sonos Order each of these 6 items shows a Status of In Transit.  They all link to a single Purolator Shipment that lists 7 items in total, 1 of which is the LEAD PIN on the Purolator list of 7 items and was delivered to my home on October 2nd and is the 1 single item on Sonos Order.  The remaining 6 items on the Purolator.com tracking page, all show a Status of “Shipping Label Created”, and ARE NOT, AND HAVE NEVER BEEN IN PUROLATORS POSSESSION.

Clearly, your Order Management System has mis-identified all 6 items on my Order as being In Transit, when in fact none of these items have left the warehouse.  Sonos separated my order of 7 items into 2 separate Sonos orders, communicated all 7 items to Purolator for a single shipment, and then released only 1 item to Purolator (Era 300 Mount Pair WW (White) x1), yet your Order system shows all 7 items on these 2 Orders with a Status of In Transit, despite the fact that 1 of the 7 items has already been delivered, and the remaining 6 items have not left the warehouse.

After all this effort on my part to identify the egregious oversight by Sonos Sales and Support Departments regarding this order, all items that I’ve been waiting for for 20 days now since placing the order with the “help” of Allan M in your sales department should be sent to me post-haste at NO CHARGE!  Sonos should also re-enable the 30% upgrade discount on my account for any future purchase.

I paid $3,317.65 for these items almost 3 weeks ago now, and they HAVE NOT LEFT THE WAREHOUSE, despite all of my inquiries and time spent investigating the root cause of the issue. 

I have yet to experience the apparently incredible sound from this system as described in many online reviews, especially by the likes of Robert Scoble, whom I follow on X (formerly Twitter), and I am in fact very much looking forward to receiving this complete Surround Sound system and setting it up in my home.  My willingness to patronize your company in the future will ultimately depend on my satisfaction with your resolution of what has truly become a debacle, and should prove as an example throughout your company on how an order can be a complete and utter failure, and useful as an exercise to identify the root cause of the deficiencies in your Order Management System, and or Staff procedures that caused this issue to occur at all.

I sincerely hope my efforts are rewarded by a timely resolution of this regretful issue, and an honest realization of the shameful performance of your company and your obligation to fulfill your commitment to a customer who paid in good faith with the expectation of a reasonable level of service and accountability.

 

Moderator Note - Recorded and removed personally identifiable information

Hi ​@Bradley DuTemple, welcome to the Sonos Community!

I’m sorry to hear about the poor experience you’ve had with ordering and receiving your Sonos equipment, this definitely isn’t the expected sales experience we want to offer.

I’ve removed the personally identifiable information that was listed in your post here and looked up your cases, where I can see that they been escalated to the relevant teams. While I don’t have access to the tools to look into your orders, I’ve left a note that you reached out here on the community as well and have flagged it again with them to work towards a resolution.

You’ll most likely here back from them first via one of your cases, but if I hear any more information regarding the status of your orders then I’ll share it here. I’ve also shared this with the relevant teams as feedback as I agree that this situation shouldn’t have happened.

I hope this information helps.

Thank-you for your reply Jamie.

I managed to have a somewhat positive experience when I called the Sonos Support line yesterday and spoke with Nobie.  I will paste the contents of the follow-up email that I sent to her this morning below:  She indicated that she expected to be able to contact me sometime later the same day with at least the result of her initial contact with the Warehouse regarding my case.

 

Good Morning Nobie,

I was really hoping to hear from you with some positive news regarding a resolution to the Backorder Status of my Sonos Order #********* yesterday.  

My Order has now remained in the Warehouse for 22 days now, despite my full payment of $3,317.65 on Sept 15th.  

This Order continues to display a Status of Shipped, and each of the 6 items on the Order display a Status of In Transit while the Purolator Tracking confirms, and agrees with the Sonos Order #********* status page, that these items are yet to be picked up by the Carrier.  

The Sonos ETA is now displayed as Oct 14th, and Awaiting Carrier Pickup.  

Oct 14th would be almost a full month after my paying for this order in full and in good faith, and in anticipation of enjoying the apparently fine quality products made by your company.

I look forward to hearing from you today with an indication that this issue will finally be resolved.  

I really do appreciate your efforts Nobie.  It was nice speaking to you yesterday.  

You were the first contact I’ve had with Sonos that gave me hope finally for a successful resolution to what has truly become a shameful and inexcusable oversight by your company that has remained unresolved for far, far too long now, despite my many times repeated best efforts to provide all the details necessary for Sonos Support, Technical, and or Sales Staff to have this order released.  

I have phoned, and emailed, and used the Sonos Chat Bot, multiple times each, and I’ve received nothing but multiple Case Numbers, but no resolution.

I should also re-iterate that the underlying and root cause of the Backorder is that the LEAD PIN #************ on the Purolator Tracking in reference to my Sonos Order #*********, was actually for a set of Era 300 Mount Pair WW (White) speaker mounts from another Sonos Order #*********, which was separated (for some unknown reason) from the list of 7 items I communicated to Allan M in Sonos Sales via Phone on Sept 15th when he kindly offered to Expedite my order, and indicated that I would receive all items within 2 to 4 days.  Where is Allan M in all of this.  Has anybody spoken to him ?

 
Note that Sonos Order #*********, for the Speaker Mounts only, and on Purolator Tracking was delivered to my home on Oct 2nd.
 
THIS CROSS-REFERENCE DISCREPENCY IS THE ROOT CAUSE OF THE ENTIRE ISSUE
 
After all of my efforts to make up for the lack of urgency, due diligence and action of any measurable amount from your company, and including the massive frustration I’ve experienced, a full refund of the total amount paid for this order, and a timely resolution from today would be the least I should be entitled to. 
As a further gesture of good will, you could also re-enable my ability to make a future purchase using the 30% Upgrade Discount.  That is assuming I come away from this experience with sufficient confidence to place my trust in your company ever again.
 
Moderator Note - Recorded and removed personally identifiable information

​@Bradley DuTemple 

Your experience is definitely unusual and I agree that some type of compensation is warranted. As a suggestion I would ask that a discount Code of 30% be sent (as that is your requested amount) that does not expire. Adding a 30% discount back to products that have already been tagged as used is probably more difficult than issuing a code that does not expire. Also you’ll have something in writing from Sonos. Another upside is that you’ll free to sell or gift the units with no strings attached.

Also, if multiple products were used at 30% upgrade credits I wouldn’t be over zealous and ask for multiple codes. Yours has been an inconvenience a bad one at that but you did get the 30% discounts. Accept the code as compensation for your troubles and put the situation behind you.

Again sorry for your experience and good luck to get your Sonos products as they are amazing!

Thank-you AjTrek1 for your reply.  That’s a token gesture at least, and is appreciated. 

Between the Community forum responses by yourself and Jamie A from Sonos Support in addition to a somewhat positive experience with Nobie on the phone yesterday, I’m hopeful this is the beginning of the end of this truly unfortunate and wholly disappointing purchase experience I’ve encountered to date with Sonos, and what should have been a straight forward transaction that I made in good faith and without reservation.

I strongly urge The Sonos Sales, Support, and Technical teams to study this case and use it as a learning experience to better understand where they failed, and the Order Management System also failed in not identifying this obvious and extreme delay of a fully paid for customer order where all of the products were available and in stock, to ultimately aid in providing and improve the level of support to your customers in the future.

Seth Jorgenson, Sonos Program and Partner Manager for the Americas, has called me via Phone after my email response to his message.

Seth has created a new Sonos order for the same equipment on my long delayed and paid for order of Sept 15th, promised expedited shipping, and to personally stick-handle the order through delivery. 

I’ve received an Order Confirmation email from Sonos for the new Order, and a Purolator Tracking Link for the Shipment, although the Order has not yet been retrieved by Purolator.

Thank-you Seth Jorgenson for finally making it right on behalf of Sonos and doing the right thing!

I will follow up with another post when I’ve received the order to hopefully close this thread.

You are not alone. I ordered on the 3rd and it’s been marked as shipped by Sonos, but actually the product hasn’t left the warehouse. Purolator hasn’t picked up the order yet.

I’m happy to pick up the order from Richmond in person. They don’t need to ship it to me.

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