With the nice deals from the past week I went and ordered a new Sonos sound system to upgrade my Sonos beam. I ordered the arc, the new sub plus to sonos one during the Black Friday offer.

Once I had placed the order, I could see the amount reserved on the credit card. However, I did not recieve an order confirmation. After 3 days I wrote to Sonos and was informed that my order got cancelled for no reason and that I should call the customer service to place an order with the same discount or order at full price online in which case they will request a partial refund for the discounted amount to the finance team.

After waiting for 60 minutes (!!!!!) to speak to a representative, I was finally able to place the order again for the same discounted price and I was promised certaint delivery dates even. I specifically requested an order confirmation via email, which again I did not receive.

The following day I received another email, saying that the order had been cancelled.

I called the customer service again, waiting for over 40 minutes in line again, only to be told that the order had been cancelled and that I should buy the system from a retailer (where I obviously would have to pay the full price!!).

Since I did not accept that answer, the service representative said that he would have to escalade this topic to his superviser and that his superviser woud email or call some time wihin the next 3 business days!

This is obviously absolutely unacceptable and a definitely feels like Sonos is just trying to avoid having to give the promised Black Friday discount!

Please advise!