my roommate and I have been trying to place our first order on Sonos.com. It always gives us a confirmation screen of success, then it never emails an email confirmation or shows up in the order history. We’ve already reached out numerous times and the sales team always says “it’s a payment error, it’s on your card” but our cards all say that there was no problem. I even paid through PayPal and the authorization is still there, but support just told me it was auto cancelled due to payment verification still. My card issuer told me that the charge went through fine! The cherry on the sundae is that in response to an escalation to the operations team to find out why it isn’t working, my roommate got this answer back:
“Thank you for reaching out to Sonos support.
We sincerely apologize for the delay in following up. After looking it over, we are unable to process your order at the moment.
With that being said, we highly suggest checking our partner stores if any of them carry the same unit you are trying to purchase by clicking this Link. Our partners may also carry different promotions when purchasing.
Lastly, we will still cover the warranty of your order just in case you proceed with purchasing through a third-party retailer.”
They provided no reason why they couldn’t take our business. We have never done business with Sonos before and own no sonos products. Why is this happening? Please help me understand so that I can fix it. Thank you!