missing delivery

I sympathise with your situation. But surely your dissatisfaction should be with the courier? 
 

Sonos vs Apple?  Huh what?

I suggest that you file a claim with FedEx. If you used a credit card for payment, you may be able to get some attention by filling a claim through the credit card company for non performance (no product delivered).

I once had a misdirected package of live bees dropped on my doorstep. Fortunately, the correct address was about a block away and we worked this out with the bee’s owner.

Dissatisfaction should be with Sonos response. No follow up after two weeks! Let me know how long you would wait for a response. Customer not receiving paid good and no response is unacceptable.

To put Sonos’ (lack of) response into context, how quickly did the courier respond? And what was their response? 

At this point I think that you should have followed up with all three principals — SONOS, FedEx, and the payment processor, rather than risking a timeout while waiting for a slow response from another principal.

I reached out to fedex the next day as soon as i realized the package was missing. FedEx said the package was delivered with a picture by my storage area. Picture to me means nothing since the delivery could take picture and walk away with the delivery. I sent Sonos picture of my front door which resembles nothing in fedex pic. My community  is a gated one (not thief proof )and my neighbor leaves her packages in the same area for days. The problem here was a lack of communication from Sonos. You can’t leave the customer in the dark. Sonos and Fedex should figure it out the issue, I am just a paying customer

In the past few years “entrepreneurs” have started following delivery trucks, swiping packages off of doorsteps, and selling them. Delivery companies are aiding this as they attempt to reduce costs. SONOS packages that are shipped with “signature required” are left unattended on my doorstep, signed for by a person that I’ve never met.

First let me qualify this response…

I have had direct association with FedEx and over 15 years of experience in the transportation industry. Therefore; I know of what I speak. Nuf said on that. 😊

@Unsatisfied mentioned they ordered a pair of “arc 100” whatever they are. I’ll assume they meant Era 100’s.

In the first instance the SHIPPER is responsible for any investigation of a lost or mis-delivered package. The investigation can take as long as 45 days. So yes...SONOS has a responsibility to conduct an investigation with FedEx regarding the OP’s package delivery.

However, the recipient also has a responsibility in the following order:

1. Contact the carrier (FEDEX) as soon as possible within 1-3 days regarding a missing package. It appears the OP did so in a timely manner.
2. Contact the shipper (Sonos) to inform them of the situation with proof of having contacted the carrier  
3. Be accurate in describing the details of what was shipped and where

If the package is shipped Signature Required (direct or indirect) the shipper is responsible to fulfill that clause as a contractual obligation. The carrier is not relieved of that obligation in situations where packages are left at a central reception point even if that reception point is not monitored by an individual. In such instances after 3 attempts the package should be returned to shipper as undeliverable. The shipper should contact the customer to arrange an alternate delivery method.

A claim (if the package is lost or stolen) can only be filed by the shipper (SONOS). The best the customer can hope for is to receive the product or reimbursement.

It appears the OP has their product (or at least part of the shipment) although they now state they have the Arc and Sub. So what happened to the “arc 100” pair. (i.e. therefore my reference #3 above)

Finally, the shipper (SONOS) should take each complaint seriously and follow-up with the customer in a timely manner. That’s just good customer service.

For the record...FedEx Ground drivers are all Contractors. It’s been the FedEx Ground business model since they purchased RPS (*) to start their ground operation to compete against UPS. FedEx Ground is a non-union operation unlike UPS drivers who are unionized and company employees. The only unionized/company employees for FedEx are their pilots.

 * RPS was started as a small package operation that grew out of Roadway Trucking. RPS stood for Roadway Package Systems. Roadway Trucking divested itself of RPS which took on the stock exchange moniker of Caliber Corporation; which FedEx took control of via a merger.