Avid Contributor I

Arc Shipping Delay

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Anybody else in the UK not getting their ARC today despite preordering last month? Just been informed that there was issue with shipment last night of the products so not getting it today... absolute joke. Would have been better off not pre-ordering direct from Sonos and buying from elsewhere today

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marknally

Lyricist III

So someone just posted this over on Reddit

FYI: UK Sonos Arc orders (potentially affects other countries as well)

I pre-ordered an Arc on the 15th of May, still haven’t had any follow up from earlier week to where my order is yet and it still says temporarily out of stock on the tracking page. So I called just now to ask where it is as i was told it would have shipped yesterday/today.

The guy i spoke with on the phone said that as of 15 minutes ago (14:56 local time), they got an update saying that a batch of Sonos Arc have been delayed going to their warehouse. Meaning that they wont receive it till Monday. So those orders will potentially start shipping from next week.

When I asked if their shipment on Monday will cover all the affected ARC orders, he said that he is not sure (wasn’t in the update that he got) if it will cover all the affected orders, but assumes that it will. I pressed about their plan of action if they aren’t able to fulfil their delayed pre-orders and he said that he wasn’t able to give a firm answer but most likely it would mean that those orders (including mine) won’t be fulfilled till the July batch arrives.

They’re making it up as they go along and fobbing people off I’m afraid. I had a totally different update this afternoon.

Yeah I guessed as much but at least if people post what they are being fobbed off with then it enlighten other people to the situation which is an absolute disgrace.

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PSmart86

Trending Lyricist I

Same here - Fife based, preordered on day one and looks like it is stuck DHL East Midlands depot

My arc has been trapped in DHL East Midlands since 6pm on the 9th. Apparently ‘missed’ the the shipment time to my local depot. Assured it would be here yesterday; ‘missed’ shipment time again.

Hopefully arrive tomorrow but not holding my breath.

My new Sub Gen 3 arrived on the 10th despite being ordered a week after the Arc; just a pity it shipped with a Play:1 L-shaped power cord and so I can’t use it!

preorder disaster!

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iainLondon

Lyricist III

I’ve just been told that there has been a problem with white Arc deliveries and that my order will be shipped today - delivery on Monday. Holding my breath...

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marknally

Lyricist III

I’ve just been told that there has been a problem with white Arc deliveries and that my order will be shipped today - delivery on Monday. Holding my breath...

Haha different to what I was told by phone about an hour ago then, they said to me it was indeed supply issues with the white but wouldn’t be shipping till next week. Shambles....

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ascaley21

Lyricist III

I’ve had a reply to my email asking what was going on which informed me that my order was delivered on the 10th, giving me a link to the DHL address proving so and wishing me many hours of entertainment with my new product.

So, any suggestions how I can entertain myself for many hours with the wall mount?

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marknally

Lyricist III

I’ve had a reply to my email asking what was going on which informed me that my order was delivered on the 10th, giving me a link to the DHL address proving so and wishing me many hours of entertainment with my new product.

So, any suggestions how I can entertain myself for many hours with the wall mount?

Isn’t that obvious? You hang a dart board from it!

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iainLondon

Lyricist III

I followed up with Sonos this afternoon - I’ve been told my order is awaiting despatch, although the Order page shows as “processing” still. I decided to dig a bit deeper and asked how long it has been in that status for? since 10th June. so, no change since they took payment, and no explanation except for “there’s a backlog”. I dont understand why this hasnt been escalated as a serious customer service issue, with a communications strategy and plan for resolution, The most info I could extract from my call was that the backlog should be delivered next week, ie at any point in the next 7 to 10 days.

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iainLondon

Lyricist III

I tweeted CEO Patrick Spence with a link to this thread..he’s “on it” :-)

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marknally

Lyricist III

I tweeted CEO Patrick Spence with a link to this thread..he’s “on it” :-)

I emailed him on the link on his website and received this reply:

Hello Mark,

I have received your letter from Patrick requesting to provide you with an insight into the current delivery situation.

Allow me to introduce myself. My name is Stan Buhrman and I am responsible for our International eCommerce Experience Team. Thank you for your time and patience regarding the current situation. Your goods have indeed not left the warehouse as yet.

I do like to sincerely apologise for the delay. This was due to unforeseen circumstances in form of a delay in a shipment of units from our manufacturing site, for which we had no control over and which were all planned for shipments on June 10th. This had an explosive knock-on effect for all existing orders and our warehouse team is still dealing with a backlog. Unfortunately your order is amongst those delayed.

We are in constant communication with our logistics department and rely heavily on updates of shipments. I was informed that emails went out to those customers affected by the delay, and I believe you were amongst those.

You will receive tracking information via email, once your order has left the warehouse. But for the sake of transparency, I do not even have an ETA for you and ask you kindly for a little bit more patience.

Once again, my sincere apology, we will do our very best to conquer this backlog of shipments together with our delivery partner DHL Express

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geoffiez89

I tweeted CEO Patrick Spence with a link to this thread..he’s “on it” :-)

Actually saw your tweet which made me find this thread, I'm also one of the lucky ones who's had nothing progress on their order since making it.. I did call yesterday and had a lovely chat with a really nice customer service rep but they couldn't give me any more info aside from your card should be charged and shipping started today of tomorrow, obviously this hasn't happened and it was clear they had no way of communicating with the warehouse and they mentioned they were waiting for their manager even to receive an update on what's going on, so the comments about constant communication with logistics make me roll my eyes.

It frustrates me as I didn't even receive one of these so called delay emails, infact post my order email that says to be delivered "BY 10th June" I've had nothing the £1 they had put on my card has since reversed and It feels like my order is stuck in limbo.

For the record outstanding order is a White Arc.

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