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mattmik
Trending Lyricist I
June 15, 2022

Shipping Issues - Cancelling Order

Sonsos.  What is going on with shipping???  I just cancelled a $1,500 order because no one can give me a straight answer on what is going on.  Just “waiting and supply chain” noise.  I mean this is what, 3 years in, and that's still your excuse.  Nowhere on the order page was any of that mentioned?  I feel like you are trying to pull a fast one hoping I will sit for weeks waiting.  

Can someone please give me a straight answer.  I still want the product and have other Sonos products, but this is really spooking me and making me consider changing course.

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    19 replies

    Airgetlam
    Airgetlam
    June 15, 2022

    This is a community website. While there are Sonos moderators, the sales group and shipping groups do not have a presence here, or the ability to respond, unfortunately. 

    Bruce
    mattmikAuthor
    Trending Lyricist I
    June 15, 2022

    Fair enough.  Well is anyone else getting the runaround with shipping?  If so, how long did it sit in “preparing to ship”? before they did anything.  No company on earth should take a week to ship without mentioning it.  That is the main point of my frustration and I am sure there are others.  

      wijo
      Avid Contributor I
      June 15, 2022

      Sonos order processing is a mess at this moment. While you are not receiving anything, other people like me are getting duplicate orders.

      https://www.whathifi.com/news/sonos-has-accidentally-sent-customers-extra-speakers-as-gifts

      mattmikAuthor
      Trending Lyricist I
      June 15, 2022

      Yikes.  So I guess the way they are fixing it is to make all the paying customers mad by grinding shipping to a halt.  You would think they may want the revenue from customers who want to buy a product to cover the massive loss that is coming from this.  Guess not.  Well played Sonos.  

        courier tracking
        Lyricist I
        June 19, 2022

        Sonsos.  What is going on with shipping???  I just cancelled a $1,500 order because no one can give me a straight answer on what is going on.  Just “waiting and supply chain” noise.  I mean this is what, 3 years in, and that's still your excuse.  Nowhere on the order page was any of that mentioned?  I feel like you are trying to pull a fast one hoping I will sit for weeks waiting.  

        Can someone please give me a straight answer.  I still want the product and have other Sonos products, but this is really spooking me and making me consider changing course.

        i am facing same issue with shipping 

        Keithmac
        Virtuoso
        June 19, 2022

        A while back people were waiting months after paying for Arc's, other's were just rolling up and buying them from the shops.. 

        It seems you may be better off buying from a retailer..

        Audi5k
        Lyricist III
        June 21, 2022

        Same issue here, going on 3 weeks sitting in “Preparing to Ship” for a refurbished Beam. Last time I ordered one I got it in under a week, so fast that I even commented how impressed I was. Extremely let down to see this going one. Support gave me a nonsensical response after 4 days! 

         

        If I wasn’t buying refurbished, I’d absolutely just go to a reseller. What’s worse is I’m just getting back into the Sonos ecosystem and planned to go all in, with likely a few thousand in purchases. Really not sure how to proceed at this point. 

        mattmikAuthor
        Trending Lyricist I
        June 21, 2022

        I have been backing off. I actually just sent everything back after finally getting it.  The new sub I ordered had a nick in it.  Talked to support and they could not help then they could not find someone in sales to help.  After the whole shipping and sales issue, then a QC issue, then a support issue I am done for a while.  I really hope Sonos gets it together again.  I have never had issues like this before, but it does make me worry about the future.  I will just stick to used.  That way I will not be mad when my $900 sound bar breaks and I cannot get good support.  Just not willing to risk it right now.  

         

        Anyone want to take bets that I have to do a CC chargeback to get my refund?  

        Audi5k
        Lyricist III
        June 21, 2022

        If you can report back how the refund plays out, I’d like to hear. My thought was, if I cancel, I’ll probably be spending another 2-3 weeks trying to get a refund, so may be better off just waiting to see if it ships. I used PayPal so the dispute process is straight forward but you do have to wait a bit. 

        Ken_Griffiths
        Ken_Griffiths
        June 21, 2022

        If you can report back how the refund plays out, I’d like to hear. My thought was, if I cancel, I’ll probably be spending another 2-3 weeks trying to get a refund, so may be better off just waiting to see if it ships. I used PayPal so the dispute process is straight forward but you do have to wait a bit. 

        I always thought that Sonos did not take any payment until the ordered device(s) is/are actually shipped?

        That’s been my own personal experience.

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