Total Failure of Sonos to deliver my order. 21 days and counting since full payment

After no action from Sonos on my order that has not shipped for 21 days since full payment was made, I am posting this here in case something like this happens to you, and also shaming Sonos into resolving this situation.

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emailed to ceo@sonos.com Sun Oct 5 2025

emailed Sales using Sonos Online web form Sun Oct 5 2025

submitted to Sonos Chat Bot Sun Oct 5 2025

I’m going to lay this out as simply as I can, so that HOPEFULLY, Sonos can FINALLY get the items that I’ve long ago paid for, finally shipped to me.  It’s been 20 days now since I placed this Order for 7 items verbally on the Phone with the “help” of Allan M in your Sales department, and Allan promised I should expect to receive my order in 2 to 4 days.

I gave Allan M a list of 7 items totalling $3,518.14.  For some unknown reason, these 7 items were separated onto 2 separate Sonos orders in your Order Management System.

Order containing 1 item (Era 300 Mount Pair WW (White x 1)  with $200.48 total order value.  This order currently shows a Status of In Transit on my Order Status page on Sonos.com with a Purolator Tracking, but was actually DELIVERED to my home on Oct 2nd. 

The second of the 2 separate Sonos Orders consists of the remains 6 items I requested from Allan, with a total Order value of $3,317.65: 

Bundle Arc Ultra, Sub 4, 2x E30 US Wht x 1

Sonos Era 300 US (White) x 2, with Purolator tracking

Sonos Arc Ultra US (White) X 1, with Purolator tracking

Sonos Sub 4 US (White) x 1, with Purolator tracking 

Era 300 Stand Pair WW (White) x 1, with Purolator tracking

Sanus Arc TV Mount (Black) x 1, with Purolator tracking

On the Sonos Order Status page for this Sonos Order each of these 6 items shows a Status of In Transit.  They all link to a single Purolator Shipment that lists 7 items in total, 1 of which is the LEAD PIN on the Purolator list of 7 items and was delivered to my home on October 2nd and is the 1 single item on Sonos Order.  The remaining 6 items on the Purolator.com tracking page, all show a Status of “Shipping Label Created”, and ARE NOT, AND HAVE NEVER BEEN IN PUROLATORS POSSESSION.

Clearly, your Order Management System has mis-identified all 6 items on my Order as being In Transit, when in fact none of these items have left the warehouse.  Sonos separated my order of 7 items into 2 separate Sonos orders, communicated all 7 items to Purolator for a single shipment, and then released only 1 item to Purolator (Era 300 Mount Pair WW (White) x1), yet your Order system shows all 7 items on these 2 Orders with a Status of In Transit, despite the fact that 1 of the 7 items has already been delivered, and the remaining 6 items have not left the warehouse.

After all this effort on my part to identify the egregious oversight by Sonos Sales and Support Departments regarding this order, all items that I’ve been waiting for for 20 days now since placing the order with the “help” of Allan M in your sales department should be sent to me post-haste at NO CHARGE!  Sonos should also re-enable the 30% upgrade discount on my account for any future purchase.

I paid $3,317.65 for these items almost 3 weeks ago now, and they HAVE NOT LEFT THE WAREHOUSE, despite all of my inquiries and time spent investigating the root cause of the issue. 

I have yet to experience the apparently incredible sound from this system as described in many online reviews, especially by the likes of Robert Scoble, whom I follow on X (formerly Twitter), and I am in fact very much looking forward to receiving this complete Surround Sound system and setting it up in my home.  My willingness to patronize your company in the future will ultimately depend on my satisfaction with your resolution of what has truly become a debacle, and should prove as an example throughout your company on how an order can be a complete and utter failure, and useful as an exercise to identify the root cause of the deficiencies in your Order Management System, and or Staff procedures that caused this issue to occur at all.

I sincerely hope my efforts are rewarded by a timely resolution of this regretful issue, and an honest realization of the shameful performance of your company and your obligation to fulfill your commitment to a customer who paid in good faith with the expectation of a reasonable level of service and accountability.

Moderator Note - Recorded and removed personally identifiable information