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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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      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. 

      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 

      Thats what I’m thinking as currently Q90R is available for €1149 around same what I paid for Arc + pair of One sl. 

        cjd
        Lyricist I
        June 15, 2020

        They have been shocking. Ordered 2 x Fives on 9th June. Told shipping was 10th. Nothing.  Then looked and it says 24 JULY!!!  Got hold of Partick Spence who sent me to the US Sales Director, Nathan Strong who gave me the same bull you all had above.


        I am annoyed of course but also I used TWO trade up credits when I could have used one on a pair.  Never saw that on the trade up page.  

        They have not offered me a penny over the 30 percent off either and denied they ever do which I firmly believe is what the kids call “neck”

         

          Ryan_B
          Lyricist I
          June 22, 2020

          Absolutely abysmal. Still no charge, dispatch, etc despite order on 13th May. Loads of others, including curry’s, got them. Huge queue at customer services who clearly only have one guy working.

           

          1/10 for customer experience. How can it possibly be that difficult to ship orders in the order they were received.

          I posted this in another thread.  I’m about done with Sonos and am happy to spread the word about miserable customer support experience.. so more than happy to copy and paste this all over the place.

          …..

          Sonos must be a hot mess right now.  I pre-ordered an ARC Home Theater back in May (17th) with a quoted delivery date of June 15th.  Got a confirmation email the day I ordered and that was the last time I heard from anyone at Sonos.  I can still log in and see them ‘processing’ my order.

          Never received a shipping confirmation, never received the $2,000 worth of equipment I ordered.

          Emailed support.  No response.

          Used Sonos chat only to be told I needed to call sales.

          Called, waiting on hold for an hour only to be told there was a billing issue with the card I gave them.  Easy enough to fix, right?  Just give them updated card information and away we go.  NOPE!!!  Sales can’t do that. 

          Sonos solution?  Cancel the order and re-order for a delivery sometime in JUNE OR AUGUST!  I asked to speak to a manager.  The manager was in a meeting and said they can give me a 10% for the inconvenience.

          How the hell is that supposed to make things right?  I have an entire room renovation going on and am waiting to received the units to run in wall wiring.

          I asked for the manger’s email information and sent him details of my case.  (Doubt I’ll ever hear back from him either).

          It just seems that no one in Sonos customer service gives a rip.

          So good luck! You’ll need it.

          BTW if anyone from Sonos reads this and actually cares to do something, feel free to contact me.

          At this point, I’m so perturbed I’m really close to just saying nevermind, selling off all my other Sonos speakers and buying Bose.

           

          ….so good luck buddy!!!

          ChaliaF
          Contributor I
          July 18, 2020

          Hi I’m from Canada.. ordered the arc over a month ago and still not here.. Sonos customer support is helpless or clueless.. why on earth did they launch a product without being able to deliver.. extremely frustrating 

          Giof
          Contributor I
          July 24, 2020

          I see the expected shipping date on the website has pushed back to the 21st of Aug this morning.  This is quite frustrating. I ordered my arc over a month ago now through a 3rd party and they are getting very little concrete information from Sonos too. Really poor from a company I've come to trust and recommend over the years. A bit of transparency wouldn't go a miss, why such a long delay? Why has there been no social media updates on what's happening. For £800 I expect at the very least to know an expected arrival date.

          maurice.pothoven
          Trending Lyricist II
          July 24, 2020

          Well maybe they don’t produce them untill the problems are fixed…? 

           

          Bernado
          Trending Lyricist III
          July 24, 2020

          Well maybe they don’t produce them untill the problems are fixed…? 

           

          I think this is the most likely scenario here.

          I doubt the product would have been launched if Sonos weren't confident they had adequate supplies to fulfill orders when there was no need for them to, especially considering how long ago Playbar was released.

           

          Something is most definitely up with this product I fear.

          MedGrill
          Lyricist I
          November 24, 2020

          I had Ordered an ARC and 2 AMP’s back in July it’s now Nov 24th, 2020 I still have not yet received my equipment. Not Happy At All - Not sure what’s going on. I think I need to find a different sound system….

          So Frustrating to pay for top dollar stuff and to receive such terrible customer service.

          I guess CEO Patrick Spence is not on it….

          Dhankotf
          Lyricist I
          December 14, 2020

          They charge me on full order and says it is shipped but i got only part of the order and the other two items it is showing Ready To Go, but not picked up by FedEX. It shows one day to deliver when this is same status from last 5 days. I don’t know what is going on, i chatted with customer service representation and told me that i will get eMail response from Sales department, but nothing so far and told me the fastest way to get resolution is to call, when i called them, it gives some pre-recorded message and then hangs up the phone…...WOW it this is the customer service for $1800 product, i wish i would have researched more before make a online order. 

          MedGrill
          Lyricist I
          December 18, 2020

          They charge me on full order and says it is shipped but i got only part of the order and the other two items it is showing Ready To Go, but not picked up by FedEX. It shows one day to deliver when this is same status from last 5 days. I don’t know what is going on, i chatted with customer service representation and told me that i will get eMail response from Sales department, but nothing so far and told me the fastest way to get resolution is to call, when i called them, it gives some pre-recorded message and then hangs up the phone…...WOW it this is the customer service for $1800 product, i wish i would have researched more before make a online order. 

           

          What did you order… it looks like there is a backorder on the ARC and AMP’s till FEB 26th 2021 just FYI…

           

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