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

No, no-one is saying you should ever be out of pocket, and given the circumstances outlined, I personally do not think you will, but I don’t see why you landed here ‘roasting’ Sonos (and their CEO) as they ‘clearly’ handed your purchased item to UPS in good faith for delivery - it’s not Sonos’ fault if UPS (who were tracking your item) are now saying ‘they do not know where it is’.

It’s not a case whereby UPS are saying they delivered the item - so in many ways they are admitting liability by saying they have no knowledge of its whereabouts.

I think both companies will be looking into the matter and it’s just a case of lodging your complaint to both companies and waiting to see the outcome. If you are still not satisfied then to perhaps seek redress through whatever steps you think become necessary, including ‘small claims’ court etc; but presumably that won’t be necessary.

I don’t think anyone has suggested you need to bear any loss whatsoever. UPS should be resolving the situation. At the very least, after all, Sonos has already paid them for services, if they’re unable to provide the service, then they should make right. 

I’m unfortunately dealing with similar frustration with UPS right now, who have “lost” a computer that was being sent back to my office. I’m a tad incensed also, but railing at someone who has merely engaged another company to do something doesn’t make a lot of sense to me. I could be angry at my former employee for choosing to use UPS, but where does that get me?

I could more easily see a comment about “UPS has failed in this case, Sonos should choose another shipping company” than “Sonos is allowing malpractice”. And sometimes, especially in corporations like both Sonos and UPS, it does take time to figure things out, and make things right. 

I get that you’re frustrated. You should be. But I also believe that it will eventually work itself out. May be hard to see that at this moment, though. 

Though the OP’s tone is a bit harsh, I do think the responsibility to solve this lies with Sonos. Though not the biggest company, Sonos should not point to UPS but just send a new device once it is clear the first device is misplaced by their chosen transport company. Now they seem to bother the customer with their problem.

Over the years I’ve had this problem with Amazon twice. For Amazon was no trouble to send a new item once their chosen transport company (DHL and PostNL in my case) could not find the item anymore.

I had an overnight FedEx shipment from a US location to a US location disappear for several days.

It's up to Sonos to claim the loss from UPS as they have paid for the service.

The buck stops soely at Sonos, if you have not received your goods Sonos should refund you and seek compensation from UPS (not your problem).

Sonos is UPS's customer NOT the end recipient, UPS only have a duty to deal with thier customer (which is Sonos).

It looks as if UPS have now found my parcel and it is scheduled for delivery on Monday. I have been very disappointed with Sonos for not sorting this out with UPS on my behalf. I have spent almost an hour every day in the past week trying to locate it. Sonos actually told me that it was nothing to do with them since the parcel was collected by UPS and even though they agreed to escalate the problem, I didn’t receive one communication from them. 

Sonos almost certainly have as much visibility into UPS’s tracking system as you do. If the package had in the end been declared lost I’m sure they would have sorted things out. 

Like I said, Brexit has pretty well gummed up the smooth transportation of such items. They can sit for days awaiting customs clearance.