Returns, returning to sender

The plot thickens - UPS tell a different story every time I ring them. Apparently, it is being returned to me because the customs invoice had an inadequate description. Obviously, that was all pre-filled by Sonos’s partner ivytech.com, so I’ve sent Sonos a tweet asking for help.

@DericS - can I just check, did you have to get a new shipping label and customs invoice? Sonos support advised me I would need them as the existing shipping label has been used, and they would get the Returns team to send to me via email.

I spoke to them last Friday, and chased up today, as it hasn’t arrived yet. The support person reckons it should be with me in the next 24 hours.

Also, did you find out the reason why UPS returned your package? Mine was definitely the commercial invoice lacking an adequate description. Sonos’ 3rd party partner ivytech pretty much left the “Specification of commodities” section blank - no UK commodity code or description of the goods 

I have just learnt that my package (the second one) is held up at customs and no doubt it will be returned to me in due course. I printed off 3 copies of the “Pro-Formal Invoice” as instructed and put them in 3 separate envelopes. All three envelopes were clearly marked up and stuck to the carton, but last time when I got the package back the single envelope hadn’t even been opened. I also printed off a new returns label with a new tracking number. When my parcel comes back I will let you know if the envelopes with the documents in have been opened.

Instructions from Sonos “Please also make sure to print out 3x copies of the Pro-Formal invoice (The second attachment in the email) and hand them over to UPS. This way it will clear customs without issues”

It is clear to me that Sonos need to liaise closely with customs to get our parcels through customs and onto Poland.If the correct paperwork is provided then it should clear, this is clearly an issue created by the UK leaving the EU.

Deric

Sorry to hear that @DericS. Did you amend the supplied pro-forma in anyway - I think the reason mine was rejected is because the “Specification of commodities” section was practically blank (see below), whereas it should include the UK commodity code for export of the item plus a description, e.g. Soundbar for TV. No idea why Sonos’ partner for returns left it that way.

Not sure if there is anyone from Sonos staff who frequent this forum and may be able to escalate this issue?

Ups tracking have now confirmed the package is being returned to sender and I will receive it in a few days.

No I didn’t amend the form at all, just printed off 3 copies as instructed.

My form is the same as your section above but I don’t think they read it, I will know if the envelopes have been opened when I get the package back.

Deric

DPG 50000,

My parcel has arrived and would you believe it the envelopes containing the documents have not been opened. I suspected this would be the case as happened with the first parcel.

I am beginning to wonder it the UPS driver has to show these documents to customs instead of just handing the parcel over. I have contacted Sonos and they have promised to look into the matter.

Deric

@DericS Thanks for the update. I wouldn’t hold your breath for Sonos to get back to you. I spoke with their chat support last Friday about the issue, and uploaded them a copy of the pro-forma.

They transferred the case to the Returns department to look into. Here we are 5 days later, and several chase-ups, and there’s still no update from them, nor have they sent me a new shipping label or proforma, despite asking several times.

So, after much chasing, I finally got a new shipping label. Parcel has been picked up, went to local depot and is now in transit (I think they go to Tamworth first?).

Worryingly, the detailed tracking info shows “The billing option selected is not valid for this package.” Not sure how that can be with a pre-paid label. I’m not hopeful this return attempt is going to be anymore successful than the last one….

Yes mine went to Tamworth and then onto Stanford Le Hope, it is there that the returns system fails. Unless the UPS driver submits the paperwork to customs you may well get the parcel back. I got fed up waiting for Sonos to respond to the latest failure I contacted the CEO via e-mail and I am still waiting for a response from him.

Deric

Sigh…. UPS are returning my parcel again, stating that (on the tracker) clearance information is required. I’ll have to waste another half a day on the phone trying to get to the bottom of this.

3 * pre-filled commercial invoices (as supplied by Sonos’s return partner) were attached to the parcel in clear document wallets. I had amended the description and commodity code this time, as they were blank. I raised a call with Sonos 10 days ago to look into this and was promised the Returns department would get back to me - nothing since. What a farce.