Almost £200 paid to Sonos and nothing to show for it!!

I don’t understand why UPS cannot explain to you where the speaker is? They were the courier and the ones who were tracking/delivering it - I would get back in touch with UPS. Particularly if you have a tracking number, as that shows they too received and were tracking the package.

It is most unfortunate that Sonos doesn’t own UPS, nor that Patrick Spence manages their process. Sonos is unfortunately just a customer, and needs to deal with UPS just like anyone else who ships something using the service. 

I have spoken to UPS every day since and they’ve told me there’s nothing more they can do!!! But if Sonos chooses to use a courier then I’m sorry  they should bear the cost if their customer does not receive the goods!!! Imagine if every company who uses a courier adapted the same stance … no one would ever order on-line!!

Surely it is UPS that has responsibility here, not Sonos? It is UPS that lost it and “can’t tell me where it is”. 

@vanjan12 

I agree with @nik9669a, because there is a UPS tracking reference, the evidence is there to show UPS took possession of a parcel from Sonos - the responsibility passes to them to deliver it and for UPS to  simply say the things you mention in your post, like “We don’t knew where it is”… and… “There’s nothing more we can do”… is not an answer. I would take up those comments with UPS management as they must, at the very least, show delivery, or otherwise admit liability for the loss.

I’m sorry @nik9669a and Ken_Griffiths but you are both incorrect. My contract legally is with the seller and not the courier. Please see quote below from the Citizens Advice Bureau.

“If you bought something from a business to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you.

If the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility”.

I’m sure a number of items from a good many different manufacturers/suppliers get ‘lost in the post’ every day/week/month/year, but in your case the parcel was certainly correctly dispatched by Sonos and received by UPS, as you have the UPS tracking reference record to show that as being the case.

If I was in your shoes, I would be ranting much more about the UPS courier, as it’s clear to me that Sonos have done everything asked of them in this case .. and as you mention, it is UPS who are stating ‘they do not know where your parcel is’ and making comments like ‘there’s nothing more they can do’.

It’s certainly not Sonos’ fault at all - if anything you should perhaps be venting your anger towards UPS, which in my own personal experience of using their courier services have been excellent, but that of course is based on my own experience and dealings with them.

I am with @vanjan12 here, UK law is quite clear - The seller has ultimate responsibility for delivery of the goods. Providing the contract was placed with Sonos in the UK then Sonos are responsible for delivery. If however the contract is with Sonos US then it is more difficult.

In either case I would be hassling UPS but whilst it is not Sonos’ fault as a matter of good faith and customer relations, if not for legal reasons, Sonos should be following up with UPS to ensure delivery of the item.

 I have hounded UPS every day to no avail. I have an email from Sonos stating that the item will be delivered on the 30th September. Sonos must be insured against this sort of thing!! So if UPS don’t deliver and I can’t get anywhere with their Customer Service, you’re saying basically that I have to bear the loss? I’m sorry but that’s not fair.

If there’s no proof of delivery and the package is declared lost in transit then insurance should kick in. Conventionally it’s the sender who organises insurance based on a declared value. 

Sonos packages to the UK appear to come via Poland. Given all the bureaucracy introduced by Brexit it’s conceivable that there could simply be delays and hold-ups while the documentation is dealt with.