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How to Escalate - Lost Order

  • January 22, 2026
  • 3 replies
  • 75 views
A

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:

  1. US Federal Trade Commission:  ReportFraud.ftc.gov
  2. California Attorney General:  Consumer Complaint Against A Business/Company | State of California - Department of Justice - Office of the Attorney General
  3. Texas Attorney General:  Home
  4. Better Business Bureau:  File a Complaint | Consumer Complaints | Better Business Bureau
  5. “Sonos CEO Email”:  Contact Patrick Spence CEO of Sonos | Sonos Community

    3 replies

    Jamie A
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    • Jamie A
    • Sonos Staff
    • January 23, 2026

    Hi ​@andrew_ANT, welcome to the Sonos Community.

    I’m sorry to hear about your experience with the order process and with our sales team.

    I’ve found your case with us and, while it’s currently escalated, I have reached out internally as another means of escalation, providing them with your case number so we can get you an update as soon as possible. If I hear anything, I’ll reply here with the information, but you’ll likely see the update before I do.

      A
      • andrew_ANT
      • Author
      • Contributor I
      • January 23, 2026

      Hi ​@Jamie A thank you for your response. 

      I am glad to hear my case has been “escalated” but I have yet still another to see any indication of Sonos taking tangible steps to fix the problem; two are possible: confirmation of a new order, and shipment tracking for that new order.  Any other response is just more evasive BS.  
       

      How far does the case need to escalate before my order ships?  Does the government need to get involved?  The BBB has already replied that they are investigating, FYI.

        Jamie A
        Forum|alt.badge.img+17
        • Jamie A
        • Sonos Staff
        • January 28, 2026

        Hi ​@andrew_ANT

        Sorry for the delay in getting back to you. I’ve had a look for updates on your case and can see that as of yesterday your products have been shipped and are on the way with the tracking information provided.

        I’ll continue to keep an eye on your case, and your case will also stay open until you’ve received your products, so if you have any issues then please reach out to support via your case number or let me know.

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