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RECOMMENDATION: DO NOT BUY DIRECT - EVER

  • December 5, 2022
  • 4 replies
  • 987 views
J

I’ve ordered directly from Sonos 3 times over the last 5 years and every time getting items delivered in my major US city was painful and slow. There’s next to no customer service, and they insist on using god awful FedEx, who really can’t seem to get it together in the last several years unless you’re paying $30 for an overnight envelope.

Buy from a retailer and make sure your fingers can touch the product prior to handing over money dollars. These clowns are happy to run your card, take your money and make you wait longer for a single speaker than if you had ordered custom high end furniture, despite telling you it was in stock and “5-7” days for delivery.

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4 replies

Corry P
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  • Corry P
  • Sonos Staff
  • December 6, 2022

Hi @JerrysName 

Welcome to the community. I’m sorry to hear about the poor service you have received from us. I can’t see any orders or support cases on the email address you use here in the community, so could you please DM me with the email address with which you’ve made purchases and the case numbers from your contact to support? That way we can have a look and see where shipping and support have gone wrong, and learn from our mistakes.

Thank you in advance.

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
Airgetlam
K
  • KalleAnka
  • Lyricist I
  • December 6, 2022

Unfortunately, I have the exact same issue here. Corry, I just DM’ed you. I don’t know what else to do.

melvimbe
  • melvimbe
  • December 6, 2022

I’m generally not a fan of FedEx, but the service from Sonos orders has generally been pretty good.  I would rather UPS as they seem to be a bit better in my area.   I tend to order from Sonos directly because I know that more profits stay with Sonos that way and because there is usually a discount I can easily use based on past purchases.  Also worth nothing that Sonos doesn’t charge your card till the ship.  Not as idea as paying after delivery, but don’t know any company that offers that.

Danny
Airgetlam
K
  • KalleAnka
  • Lyricist I
  • December 6, 2022

I’m generally not a fan of FedEx, but the service from Sonos orders has generally been pretty good.  I would rather UPS as they seem to be a bit better in my area.   I tend to order from Sonos directly because I know that more profits stay with Sonos that way and because there is usually a discount I can easily use based on past purchases.  Also worth nothing that Sonos doesn’t charge your card till the ship.  Not as idea as paying after delivery, but don’t know any company that offers that.

 

But that’s the issue with my order. They’re saying the item is shipped, so they charged my card, but since there is no tracking number and courrier, it looks like it wasn’t shipped. All of my exchanges with support and sales seem to suggest that my order was never shipped.

Also, what Sonos will do is send you a shipping confirmation email with a tracking number that only indicates that the shipping label was created with the carrier, but the carrier doesn’t pick it up until days after the shipping label is created.

That’s how Sonos gets to charge you before the item is shipped.

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