Returns, returning to sender

@DericS - appears that UPS are completely incompetent. I rang and asked them why they were returning it to me - they again said “inadequate description on the commercial invoice”.

The invoice was fine - description and export code added by me. When I dug deeper with the support person, they admitted they’d made a mistake (I assume they were looking at a scanned copy of the profroma invoice online). Despite that, they couldn’t stop the return, though they promised they’d try and then call me back (which they never did).

At this point, I’ve given up and will just sell the Beam privately. Sonos have been completely useless during all of this - it’s been 12 days now and their Returns department never got back to me with their promised investigation into the invoice issues. I certainly won’t be buying anymore Sonos products - you can learn a lot about a company by how they handle things that go wrong.

So annoying to hear the system has failed you again, in my case it was a faulty unit return and no complaints from Sonos having sent a free replacement. When you pay good money for a quality product you expect perfection and I certainly got that from Sonos.

However UPS I agree have let both customer and Sonos down, my advice is not to give up on Sonos because it without doubt a quality product.

When I contacted the CEO with my problem he certainly got things moving and I am in constant contact with a senior staff member now. However I am still waiting for the latest update on where the system of returns failed and what I need to do to finally get the faulty unit to Poland.

Deric