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nico-cm
Contributor I
April 25, 2020
Answered

Lost delivery package - Not sure what to do

  • April 25, 2020
  • 13 replies
  • 2687 views

It’s my first time purchasing anything from Sonos and I thought it would be best to order directly from their website, but I failed to check what delivery courrier they use in Toronto, Canada. My package was set to arrive yesterday. However, upon email notification from Purolator that my package had been delivered to my door, I sent my roommate a text to retrieve it but nothing was there. I understand that this quarantine is a trying time on delivery drivers but the doorbell was not wrung nor was there a knock at the door (I live in a not-so-safe neighborhood in the city, so I have a feeling my package was stolen from my doorstep).

 

I think I need to file a claim with Purolator, but I also read on the Sonos website that I technically assume responsibility if a package was stolen/lost. If anyone has had previous experience with a Sonos package being stolen, what course of action do you typically take? and what should I do given my situation? I am  unable to just purchase another speaker given how much money the lost one cost, so this situation makes me never want to purchase directly from Sonos again unless they adequately address the courrier issue.

 

For context:

It’s the weekend so I can’t contact Sonos right now and get the info I need to file a claim with Purolator, I mostly had the urge to post on this forum for peace-of-mind.

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    Best answer by nico-cm

    Update: After calling both Sonos and Purolator, reviewing the drivers’ GPS info, and having to wait 24-48hrs for results, Sonos ended up being the most helpful of the two. As it turns out, there was no need to file a claim with Purolator, as Sonos went ahead and launched an inquiry as to the whereabouts of my package, and they are also in the process of sending me a new speaker. So all is well.

    Thank you for the help everyone!

    13 replies

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    nico-cmAuthorAnswer
    Contributor I
    April 29, 2020

    Update: After calling both Sonos and Purolator, reviewing the drivers’ GPS info, and having to wait 24-48hrs for results, Sonos ended up being the most helpful of the two. As it turns out, there was no need to file a claim with Purolator, as Sonos went ahead and launched an inquiry as to the whereabouts of my package, and they are also in the process of sending me a new speaker. So all is well.

    Thank you for the help everyone!

      Ken_Griffiths
      Ken_Griffiths
      April 30, 2020

      Nice to hear the outcome here @nico-cm . I have always found Sonos Customer Care extremely helpful too. 👍

      jf22
      Lyricist I
      December 30, 2020

      I just a rough experience with my delivery. FedEx driver claimed to have delivered the package yet no one knocked on the door and nothing dropped off at the doorstep. I am so pissed off! I called FedEx and they insist the delivery was made, I am tired of arguing, I mean I just feel helpless after spending a fortune and waiting forever just to have FedEx show no concern at all. The way I see it, given the high value of Sonos products, I think its not too much to at least get a signature or maybe even take a picture of the person receiving the package. When an expensive package like that goes missing, you want to know exactly who took it. Expensive packages delivered without a signature, a picture or even a knock on the door is too easy and people like us pay the price for that!

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