7 weeks ago, I ordered and paid in full for a pair of Sonos speakers; a week later, UPS lost the package before attempting delivery (and acknowledges their responsibility to reimburse Sonos), but for weeks customer service (representative Amber J, specifically) has been actively avoiding taking any tangible steps to fix the situation.
Sonos did not reach out to me about the situation at any point, they have not offered to provide a replacement or refund, and the responses from customer service have been intentionally evasive and repetitive while failing to provide any tangible resolution. In summary: Sonos is actively disregarding consumer protection laws that deal specifically with the issue of ordering merchandise online.
The experience has been infuriating, and I am sure that I am not their first customer to get this runaround. Maybe someone cares, I don’t know. In case you have found this post looking for resources to help you with a similar problem, avenues of escalation that I have taken include filing complaints with:
- US Federal Trade Commission: ReportFraud.ftc.gov
- California Attorney General: Consumer Complaint Against A Business/Company | State of California - Department of Justice - Office of the Attorney General
- Texas Attorney General: Home
- Better Business Bureau: File a Complaint | Consumer Complaints | Better Business Bureau
- “Sonos CEO Email”: Contact Patrick Spence CEO of Sonos | Sonos Community
