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
This topic has been closed for further comments. You can use the search bar to find a similar topic, or create a new one by clicking Create Topic at the top of the page.
Page 1 / 2
Same here - Fife based, preordered on day one and looks like it is stuck DHL East Midlands depot
Userlevel 1
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.
It’s a poor response - top end price and they can’t get it out for day one
Same situation here, showing as either out of stock or back ordered depending on if I log into the UK or US sites. Tried to contact support 3 day’s ago now by email and they haven’t replied, reached out on twitter and they just give a copy paste reply to everyone asking.
This is by far the most frustrating customer service experience I’ve ever had and one I will voice to everyone who asked about Sonos from now on.
Perhaps the community mod will be able to shed some light on it because at the moment it feels as if we are being completely fobbed off.
I ordered Arc with Sub and 2 One SL on 18th May with express delivery - and it hasn’t shipped. Not happy. Update: Order status “back order“ whatever that means.
Yep think I’m cancelling today and ordering elsewhere, 15% off is great but not if the thing can’t be full filled and communication in not existent, really dissapointing service.
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
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.
I was told by phone this morning that my 18th May preorder would ship this afternoon. No sign of that happening and customer support lines are now closed - 30 minutes before published closing time.
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”
Ordered the full surround setup on the 01/06/20 over the phone using my 30% discount as was showing out of stock online. The arc and sub are driving today (tracking received) and the 2 x one’s are arriving later in the month when back in stock.
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 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.
Userlevel 1
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.
Just had response from a 'Head of Customer Experience' saying that the order states delivery from the 10th and not to expect it.....even though when I ordered it states in my confirmation order will be expected to be delivered before the 10th.…
Not the best experience or pre-order process. Most other big companies manage to get their pre-orders delivered on day of launch but given recent Sonos customer experience issues maybe this is the new norm.…
No point in doing pre-order directly with Sonos if I could get it earlier from my nearest stockist
Same here - Fife based, preordered on day one and looks like it is stuck DHL East Midlands depot
Same. Sounds like DHL claim they didnt get stock in time to drive up here.....hope for tomorrow....I'm impatient though. The response from Sonos hasnt exactly helped either though tbh
Userlevel 1
Not even dispatched here, showing out of stock. Ordered 13th May. Wall mount arrived though. Really poor.
Yep, same story here, really disappointed considering I can order from currys & it’s here tmr if I could. Spoke to customer services yesterday and they said delays due to volume but all orders placed pre reviews should be ou soon, but all seems a mess really (appreciating things are a challenge everywhere at the mo) but an update would be good. But hey..I’ve stared at my bracket in between Teams meetings.
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.
Well maybe they don’t produce them untill the problems are fixed…?
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.
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.
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.
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.
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.
Page 1 / 2
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.