I would give Sonos sales a call.  I’m not sure what they can do for you specifically as the answer may vary by country and shipping company depending on what sort of agreements are in place.  it may be that Sonos wants DHL to confirm that they cannot ship the product for insurance reasons or what have you before they can send out a replacement.

I’ve gone through similar with various shippers. At one point I was sitting on the front steps, waiting for the package, as the carrier notified me that “no one home”. And, I’ve received packages delivered to the wrong address. A constant annoyance is packages shipped with “signature required” and the package is simply dumped on the front steps, signed for by an unknown person.

I rarely receive packages shipped via DHL, but my experiences with them have all been good.

Quality of service is mostly determined by the local drivers. In one business location we were on a first name basis with the drivers and service was excellent. If the driver passed us on the street, knowing that we were not at the site, the driver would simply attract our attention and hand out the package. Or we could call the driver, get his current location, and pick up our package. We’ve since moved and the new set of drivers don’t seem to know the meaning of “service”.

I would agree that you need to get Sonos involved as it appears you have done your due diligence in contacting the carrier. Any claim process has to be initiated by the shipper as they are the insured. That’s the way it works here in the US.

In the UK if you have paid by credit card I'd let them deal with it personally (your card issuer).

You get a refund and they then deal with the vendor.

Too late for you but we have added an inexpensive recording camera to cover our front porch. The delivery companies get a short video clip of around the time they claim to have delivered showing nothing arriving. It has helped a couple times since it went in.

Thanks for all your replies,

Just to add to my description,

DHL have already acknowledged they delivered it to the wrong address (when I called them up yesterday at 11am) but its now end of the next day and I have had zero updates on the status of the parcel, even though I’ve been chasing this up for the past 2 days. 

I rang Sonos up today at 10am this morning and all they said was they need to find out more information, again nothing from them all day either. Surely by now they know whats happened. I could had easily ordered a new sub today before 2pm and get it delivered for tomorrow… Its the limbo and the fact that theres no timeframe for the delivery thats really annoying plus the fact that I’ve wasted £15 trying to call DHL trying to get the latest on their own mistake…. 

I can understand the need for a short delay here… it could be the case that the occupiers at the recipient address are still to be contacted, or even they themselves may have contacted either Sonos, or the delivery company to recollect the parcel from their address and to deliver it yourself.

It may prove quicker to get the original (hopefully unopened) package from them, rather than send out another.

Having reported the matter, I would just wait patiently and give the companies a chance to resolve the issue. It’s still early days and it’s clear the delivery company are admitting their delivery error.

Ii had the same problem 18 months ago with a roam. It took a few days to sort out and DHL were not particularly helpful. The roam did turn up but I have never been sure if it was DHL or the wrong recipient who finally delivered. If it was the wrong recipient I say thank you.

More importantly in the UK it is the supplier who is ultimately responsible, they are the organisation who you have a contract with. For the next few days I would follow @Ken_Griffiths advice and try and be patient.

If a parcel had been wrongly delivered to our Home. I would just go out my way to deliver it myself, that’s if the correct address was not too far away. If the intended delivery address was a long distance away, then I would look on the package and do my best to get in touch with either the parcel company, or sender, to come collect it. I would never dishonestly keep the parcel. I’m fairly sure my neighbours, friends and certainly my family, would all do the same.

The purchase invoice/delivery note has always been on the outside of all the Sonos packages I have received in the past - so I would get the information from that paperwork and not even open the parcel.

Let’s hope the recipient in this case will do their best aswell to get the parcel to its rightful owner. It has to be registered with Sonos anyway during setup, so Sonos will likely know who’s got it and its location. These kind of devices are quite often traceable anyway, I suspect.