I ordered an Arc Ultra before Christmas 2024. It is now mid-January 2025, and I have not received my order or a viable status update. After three weeks the status still reads “Awaiting Carrier Pick-up”. I called customer services, and they told me they needed to launch an investigation which is frustrating. Clearly the item has not shipped. So, they are making me wait to get what I paid for while Sonos figures out what happened? Make this right Sonos. Your equipment is too expensive to make valued customers wait while you figure out how the order was botched. PLEASE FIX THIS.
Let me be clear, customer service is obviously provided by offshore personnel, but she was friendly and tried to be helpful. I asked to speak with a supervisor and after a brief hold was told a supervisor was not available to speak with me. Again, I ask, why do I have to wat for an investigation of a paid order that never shipped?
