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Rjcadet
Contributor I
Sep 7, 2024 4:42 PM UTC
Answered

Where is my purchase?

What’s the most effective way to express a complaint with Sonos? I purchased a soundbar during Labor Day weekend. It still hasn’t arrived. I keep getting UPS notifications saying a label has been created but they don’t have my package. Now I am getting notifications about delays…daily!

I called support and the guy on the phone said he would follow up after contacting the warehouse…he didn’t. And I have no way of following up. 

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Corry P
Corry PAnswer
Sonos Staff
Sep 11, 2024 10:22 AM UTC

Hi @Rjcadet 

Welcome to the Sonos Community!

Sorry to hear of the issues you’ve had with your order - tracking shows that your new soundbar was delivered recently, however.

Apologies again for the delay!

"Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
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6 replies

Airgetlam
Airgetlam
Sep 7, 2024 5:42 PM UTC

Since this community is merely users, we won’t have access to the Sonos ordering system. I’d be tempted to call back on Monday and speak to someone different. 

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Bruce
    AjTrek1
    AjTrek1
    Sep 7, 2024 5:52 PM UTC

    If the delays are coming from UPS then that’s a transit delay. Sonos has no way of correcting that situation. Also check your order status within Sonos at your account page to see what status is showing.

    Edit:

    Bare in mind that I don’t work for Sonos. I’m just providing info on what I know about the shipping process generically.

    After 10 days of UPS delays Sonos as the shipper can request a trace of the package to start the process of a possible lost in shipping claim. After a bunch of back n forth between Sonos and UPS and the package is officially declared lost Sonos can ship another. Hopefully with expedited service.

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      almazri
      almazri
      Prodigy I
      Sep 7, 2024 6:33 PM UTC

      You will probably need to call support and find out why they haven’t given your package to UPS. If you aren’t persistent and follow up repeatedly your package may sit in Sonos purgatory indefinitely IME. 

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      buzz
      buzz
      Grand Maestro
      Sep 7, 2024 8:39 PM UTC

      Keep track of your payments. You don’t want to be charged for something that never ships or charged again when SONOS “corrects” the situation.

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      Corry P
      Corry PAnswer
      Sonos Staff
      Sep 11, 2024 10:22 AM UTC

      Hi @Rjcadet 

      Welcome to the Sonos Community!

      Sorry to hear of the issues you’ve had with your order - tracking shows that your new soundbar was delivered recently, however.

      Apologies again for the delay!

      Translate
      "Common sense is the collection of prejudices acquired by age eighteen." - Albert Einstein
        RjcadetAuthor
        Contributor I
        Sep 11, 2024 8:52 PM UTC

        My order arrived yesterday. Took 10 days. Next time I will consider purchasing on Amazon. They had the same Labor Day promo…

         

        Thanks for the comments.

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