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Jason2023
Contributor I
November 5, 2023

Sonos sales / customer service is the worst.... ever

I have been trying to place an order for 1 month now, yes one month

 

I have called, emailed, tried online and tried again, opened 2 cases, tried and tried again

 

the order vanishes in the system. My upgrade coupons for 30% have vanished.

 

the response from sonos - and i quote my email directly

 

“At this point we would suggest purchasing through our store locators Store Locator (sonos.com) since the transaction is being rejected by the system and we cannot make it go through. “

 

wow - awesome resolution after 1 month - thanks

 

10 thumbs down

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    Jason2023Author
    Contributor I
    November 13, 2023

    yes i got the email. the email recommends i go buy products at a store vs using sonos.

    how does that count as a solution?

    Jason2023Author
    Contributor I
    November 13, 2023

    Current phone support is a dumpster fire.

    Two days ago I made a call with a rather simple question about the Arc (regarding upper and lower clearance of the soundbar for best results), and I found the answer online while waiting for the hapless agent to come up with the answer.

    Today, while putting together another order, I saw that all of my 30% upgrades (from returned products) were now gone, nor could I use a voucher given me by Tech support two years ago.   After 20 minutes, today’s agent just confirmed the above information without telling my why or how they might have been used.  The call ended without an answer to this question.  They have told me that my call will be escalated and that someone will call me back in 2-3 business days, but after reading this page I’m a little less than optimistic.

    Can anyone on this forum help?

    Thanks in advance.

    there is zero chance anyone will call you, literally zero.

    Corry P
    Corry P
    Sonos Staff
    November 14, 2023

    Hi @Jason2023 

    yes i got the email. the email recommends i go buy products at a store vs using sonos.

    how does that count as a solution?

    You mentioned that no-one had “called back” - I took that as meaning no-one had got in touch with you, which we had, so I was checking that you had received the email we sent. 

    Apologies if it wasn’t the answer you were looking for, but I believe it contained the answer nonetheless.

    "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
    TxT
    Lyricist I
    February 28, 2024

    i have been waiting for 1 month to fix my account to do the most simple task - place an order.

     

    I have tried multiple credit cards, paypal etc…. the orders are approved by the payment processors and then VANISH inside the sonos order system after the order is placed. but the payments remain pending and approved on credit cards or paypal.

     

    so one month, multiple cases, about 30 phone calls, and not a single person at sonos has bothered to call me back.

    Hello, this also happened here. Placed an order gone. Tried multiple times the same. Have you managed to sort it out?

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