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BW_falkirk
Avid Contributor I
June 10, 2020

Arc Shipping Delay

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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      User830255
      Contributor I
      June 12, 2020

      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

      I got the exact same copy/paste response. Seems like they’ve had some serious issues with the launch, but at least this answer is transparent about the problems, and is setting the right expectation, unlike the customer service reps who have clearly not been given much info as they are all sharing different messages.

       

      I live in hope that it gets shipped out next week. If it wasn’t for the 30% trade in, I would have cancelled and purchased at Curry’s.

        ascaley21
        Lyricist III
        June 12, 2020

        I got the same response, but I got a special extra after suggesting I may cancel the order if they can’t forecast delivery time (I have wall set up ready to mount etc.)

         

        ”Please do let me know if you would like for me to go ahead with your decision, or if you would like to exercise a little bit more patience in this matter.”

         

        Needless to say the order has been cancelled. 

          gheh388
          Trending Lyricist I
          June 13, 2020

          Terrible launch of new products by Sonos:

          • Like others my pre-order email confirmation said that I should expect the Arc on June 10
          • Then I got an email from Sonos saying that it had shipped and that I would receive it on the 12th
          • Today is Saturday the 13th of June and I still don’t have the Arc that I pre-ordered on 5/13/20

          😒

          iainLondon
          Lyricist III
          June 14, 2020

          Shipping details received! Delivery due tomorrow. Huzzah!

          Bilal
          Trending Lyricist I
          June 15, 2020

          Hi did anyone received any update on there order? Mine still stuck on backorder. I hope it will be here by 19/6 as mentioned on confirmation email. 

          marknally
          Lyricist III
          June 15, 2020

          Hi did anyone received any update on there order? Mine still stuck on backorder. I hope it will be here by 19/6 as mentioned on confirmation email. 

          Nope still nothing for me, ordered June 1st with delivery expected June 10th, and absolutely nothing changing on my order- getting pretty disheartening now and considering just cancelling my order and going with another brand of speaker. 

          Bilal
          Trending Lyricist I
          June 15, 2020

          Thats very strange as its available to pick up at different retailers here but online preorders still not full filled. I think Sonos was no expecting that many preorders hence ran out of stock. 

          ian101181
          Trending Lyricist I
          June 15, 2020

          Hi did anyone received any update on there order? Mine still stuck on backorder. I hope it will be here by 19/6 as mentioned on confirmation email. 

          same as me, I'm gonna give them till 19/6 but if it's not here or at least on the way I'm gonna cancel and buy something else 

          iainLondon
          Lyricist III
          June 15, 2020

          hi Bilal, mine is arriving today. I received DHL confirmation on Saturday and updates today.  I also had a call from Sonos today with an apology, so I’m back to being an excited customer again!

          Hope all gets resolved for you soon

          Cheers
          Iain

            marknally
            Lyricist III
            June 15, 2020

            hi Bilal, mine is arriving today. I received DHL confirmation on Saturday and updates today.  I also had a call from Sonos today with an apology, so I’m back to being an excited customer again!

            Hope all gets resolved for you soon

            Cheers
            Iain

            Out of interest what’s in your order and when did you place? Edit sorry just found that info in your earlier post. 

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