Extreme Shipping Delays - Non existent customer support

Wow… after one and a half months of waiting and constant badgering and talking to a wall (wall being Sonos support here) I finally received all my ordered items! It seemed as difficult as moving mountains to get Sonos to do what essentially is their job that we pay for! 

Anyway totally in love with the products and thanking my stars to save my sanity till these arrived lol! Hold on guys, it will test your patience but once received it makes the world of a difference to your sound system! 

Same issue. I placed an order in March, part of it was delivered in June and I’m still waiting for the rest of it to arrive and it’s July.

Popping in to say that it seems my order has shipped and my credit card charged. Looking forward to receiving the products. 

I will think twice before ordering directly from Sonos in the future. I hope they can improve the shipping times and their communication with customers on delays. However, the upgrade credit can only be applied by ordering direct, so they have some leverage. 

On May 10, 2022, I ordered an Amp, and it was supposed to ship on June 24, 2022. It was delayed. I was told the delay was due to some unspecified system upgrade.

By July 6, 2022, the Amp had still not shipped. On that date the credit card I used when I ordered the Amp in May of 2022, had unauthorized activity, and was closed. When I contacted Sonos to give them a new credit card number, I was told that updating the payment information for an existing order was not possible. I would have to cancel the original order and place a new order with my new credit card. I was also told that doing so would place me at the back of the line even though my order had been pending since May of 2022.

On July 15, 2022, I placed the new order. I was told that order would ship on August 16, 2022.

On July 20, 2022, the credit card that I used to place the July 15 order also had unauthorized activity and was closed. Since again there was no way to update the payment method for that order, I had to cancel that order and place a new order.

On July 20, 2022 I placed new order for the Amp. However now I am told that the Amp will not ship until October 14, 2022 at the earliest.

While I recognize that my credit card issues are not Sonos’ fault it is unbelievable that a change in payment method causes a customer to lose their place in line. As it now stands, if the Amp ships by October 14, I will have waited over five months for this piece of equipment.

Amp order placed 05/31 is coming finally 09/06!!!

Bubby67, can I ask what the original ship from date was on your May 31 order?

Thanks,

I ordered a Sonos Amp on April 13, 2022.  After placing my order, I was informed that the Amp was backordered, and the expected shipping date would be 06/24/2022.  Five-months later, and I am still waiting for my order - what a joke!

I have called customer services a couple of times, but nobody can give me any information.  They don’t have any idea when they can fulfil the order and they have nothing to say.  I own a lot of Sonos equipment and I wanted to begin replacing my older equipment with the current models.  However, based upon this experience (and terrible customer support), I am seriously thinking of ditching Sonos and purchasing something else.

I was an early adopter and I used to rave about Sonos.  Not anymore!  I don’t know what happened to this company, but it has become a clown show.

I personally didn’t think Sonos Customer Support dealt with customer purchases/delivery dates etc. I thought you had to contact Sonos Sales Staff via the link below instead?… 

https://support.sonos.com/s/global-sales-help

It might be worth perhaps contacting ‘Sales’ instead and see if they can assist with your issue.

A few points to add.  First, while I get the frustration, I don’t think you can fully compare supply issues from company to company and industry to industry.  There are different chips involved, different companies making the chips, different manufacturers and shippers, different volumes of orders, different commitments to supply retailers, different size of companies to throw money at the problem, etc.

I don’t know what to think of customer support.  I hear complaints here often, but I would not expect many people to log into a community  forum to say how great the experience was.  Never had a reason to call CS personally. I also don’t want Sonos to have to invest much more effort into support since that could raise prices.  I also get that CS probably isn’t given a ton of info that they can pass on to customers, since much of the supply chain has delays of unknown lengths of time etc.

I don’t think Sonos “estimated to ship” date needs to changed, because it’s just an estimate.  It’s better then “we don’t know”.  Perhaps some sort certainty factor could be added, or an update of shipping date on your specific order (don’t think that happens now).  But again, these are costs.

@HarryD June 24