Extreme Shipping Delays - Non existent customer support

Same issue. Ordered Five and pro-jekt record player on 06/18 with expected to ship date of 06/21. Still showing “preparing to ship.” Given the recent public mishaps with their order fulfillment I imagine there’s a big fire drill going on. Still, this is very frustrating and will make me think twice about ordering from Sonos until the issue is resolved.

Piri, tangopa, you are experiencing delays of several weeks. Let me tell you about shipping delays!

I placed an order for items in stock in April 2022. Note: the items ordered continue to be shown in stock on Sonos web site. My credit card was charged. Shipping status: “preparing to ship”.

Chat conversations are indeed useless (exactly as described by Piri: “parroted responses about system updates”). Phone calls are not answered (didn’t want to wait for expected answer in 159 minutes).

Wrote to the CEO but the responses (not from CEO but from people handling customer complaints) were not much different than those on chat. Bottom line: items ordered more than 2 months ago are in stock but are not being shipped. Credit card charged though! 

This was a wedding present. Hopefully they’ll get by the 1st anniversary!

Return / Replacement process is screwed up too. My Story.

Bottom Line - “Customer Service” department has no idea what they’re doing and higher-ups in Sonos don’t care.

I can understand supply chain problems messing up ability to manufacture e.g. auto industry.

But why isn’t Sonos shipping items they have in stock (as shown on the company web site) despite multiple communications over the past 2 months (chat, email, even messages to CEO)? Hard to comprehend!

Frustration all around, sounds like 😣 

Just to follow up with what I was told by the Sonos Sales Team (whether parroted or not) for my back-ordered product (so this might have no applicability to the in stock items or return/replacements):

Our teams are working hard to fulfill orders as soon as they arrive at our warehouse. As it turns out, the fulfillment centers are working beyond capacity and coupled with the delays with cargo containers, it is causing unforeseen delays. At the moment we do not have estimated shipping dates. But its seems will be ready to ship in the second week of July. The pending orders as yours have been marked as a priority, to be the first ones that we ship as soon as we have the products available. Once your order ships, you will receive an email with your tracking information.

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Hopefully all on this thread have their issues resolved sooner rather than later. 

UPDATE. After my 3rd letter to the CEO I received the following from a supervisor in the sales department: “The reason there was no movement, was because our system was attempting to ship your order from the East Coast (since that warehouse is closer in distance to you), and there is very low inventory of the product you ordered there. However there is plenty of inventory on the West Coast warehouse, so I have manually instructed the system to ship your order from California”

And indeed, more than 2 months after ordering in stock items and more than one month after the credit card was charged, the items were delivered.

Next time I buy a Sonos product it’ll be from a retailer.

Glad you received your order drdigital1! Hopefully we will get ours soon as well.

Oh great to know you received your order finally. I got my partial order delivered i.e. the arc and one sl(s). They are still stating the same estimated bull about the sub woofer though. Now that we know the inventory is available in west, they should just go ahead and ship the products to everyone who placed an order and got charged.

I think I got a move on my order after I ranted on twitter and a senior sales executive reached out to me. Let’s see if they do send out the remaining products though. It is already more than a month since I placed the original order.
On the website the sub(white) still shows back ordered and their estimated shipping date keeps being pushed forward every week. So fingers crossed. The whole purpose for me was to watch stranger things and that got beat! So it’s honestly just stupid. I agree with you. Will never be ordering directly from them. 

And guess what: I purchased a second ps5 within the same week for my nephew! Now that’s competence. Lol my husband even shared an apple case study with the executive on how to be transparent with customers if you plan to retain them! Lol! 

Sigh...my order (placed 06/18) now is showing “expected to ship from August 2.”

So Disappointed with the lies Sonos puts out about shipping date.  I ordered a Sonos as a gift in early June with a July 7th ship date.  Here we are July 14th with item still not shipped.  Customer Service is just giving me complete bull crap nonsense.  They said as of today that they are shipping units ordered in early May.  When pushed, they say they did not get enough stock to ship my order.  Then what is the purpose of the BS target ship date?  Any decent company knows how many backorders are pending vs how many pcs are inbound to the warehouse and can put the correct info out.  I expect this level of incompetence from 7/11…  If it wasn't a requested gift, i would cancel in a heartbeat.   Just unacceptable in this age of technology.