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How do i escalate?? Worst customer service I have ever received

  • June 19, 2023
  • 5 replies
  • 229 views
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Help!!! I’ve never owned a Sonos product and I was excited to splurge and by my husband a Sonos Roam for Father’s Day ( 6/18/23). I placed by order on June 4th. One of the reason I chose Sonos is because they guaranteed delivery by Father’s Day!!! On June 7th I got a notification that the order shipped. Then on June 10th, FedEx tracking said the delivery date was pending. It stayed pending until June 14th, when I called Sonos. I have since called Sonos 5 TIMES and they have told me multiple times that they lost my order and are working on reinstating it. On Friday 6/16 they said they would overnight it so I would have it by Sunday. Then, I mysteriously got an email from FedEx saying my package was delivered on 6/10 (which didn’t happen). Today, Monday (6/19), it has still not arrived. I called Sonos AGAIN and they said it hasn’t even been through the replacement process yet and that I’ll “hopefully” have it by Wednesday 6/21/23. Since last Wednesday, different agents have told me my case has been escalated and that someone will reach out to me. No one has. And I HATE calling their customer service because I’ve had to wait on hold for 30+ minutes everytime. Who has that kind of time when they are working? 

 

Does anyone know how to get in touch with a different escalations process so I can actually receive my order?? 

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5 replies

Ken_Griffiths

Hi @Elizabeth Z 

I don’t think Sonos customer support actually deal with these type of misplaced parcel issues, as they don’t have direct access to sales information, but mostly deal with Sonos device setup and post-setup issues. It’s also not entirely clear why you’re posting to the Sonos user community here, as the users here are unlikely in a position to resolve your issue. You are certainly best to speak direct with Sonos Sales Staff instead, as they will hopefully be in possession of your personal/private product order details and payment/delivery information etc.

Anyhow, here is a direct link to contact Sonos Sales Staff…

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

From what you have mentioned, it sounds like the parcel company have either misplaced your speaker, or are ‘perhaps’ claiming it was delivered and presumably that has triggered an investigation, but contact the folk at Sonos Sales and see if you can ascertain the full picture of what may have happened to your delivery and here’s hoping that you get the matter resolved quickly.

Airgetlam
buzz
  • buzz
  • June 19, 2023

I’ve had bad experiences with FedEx. An overnight package was shipped on a Monday and it disappeared. Finally on Thursday afternoon it was found and we agreed that it would be delivered to an access point. Unexpectedly on Friday morning it was dropped on my doorstep. I’ve also had “signature required” packages dropped on my doorstep, signed for by someone I don’t know.

Airgetlam
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  • Elizabeth Z
  • Author
  • Contributor I
  • June 19, 2023

Woof. Thanks for your help and empathy everyone! @ken appreciate you sending that link. I’ve spoken on the phone with Sonos Sales everytime (not customer support) and they charged me for a product that I never received and so I was looking for an alternate escalation channel, like exec escalations or something. Appreciate if anyone has any tips! Thank you!

Ken_Griffiths

Woof. Thanks for your help and empathy everyone! @ken appreciate you sending that link. I’ve spoken on the phone with Sonos Sales everytime (not customer support) and they charged me for a product that I never received and so I was looking for an alternate escalation channel, like exec escalations or something. Appreciate if anyone has any tips! Thank you!

Sorry, I’m not aware of another route - In the few things I’ve seen pop up here occasionally in the user-community, a referral to Sonos Sales usually gets the matter sorted quickly. 

If you’re unable to hold on the phone-line, due to work, maybe email them instead using the ‘Help with an existing order’ link and wait for their ‘escalated’ reply.

Airgetlam
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  • SOunHappy
  • Lyricist I
  • July 18, 2023

Products are ok customer service sucks emailed CEO Pat he is useless too. Worst company I have every dealt with even scammers are better than this company at least you know your getting **** out of the gate.

 

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