I placed an order online for a Sonos Sub Gen 3 Refurbished (White) the item was showing as IN STOCK at the time of ordering. I recieved an e-mail confirming my order along with dispatch confirmation. On the day I was expecting delivery I received an e-mail which ultimately advised "unfortunately there has been an error in the ordering process and I’m afraid to say that there is no stock available to fulfil your order" options given were purchase the same item but at full price with a slight discount by way of an apology (not an option given even with the discount it would be + another £180) or have a refund. I replied to say I would be happy to wait for the item ordered originally to come back into stock. They replied and agreed to leave the order open. After a few days I looked on the richersounds website and found the Cheltenham branch were advertisting the same thing I had ordered originally but in Black, perfect! I e-mailed to say I would be happy to accept the black version. They replied to say they would confirm with the branch in question and would be back in touch to advise. The following day I simply got an automated e-mail confirming my order had been processed along with the reciept, what happened to following up on the request? on checking the reciept from the e-mail however it seems I have now been sent a white "ex-service" unit and not the black unit that had since been requested...Further I have just taken delivery today and having purchased Refurbished SONOS equipment previously I can see quite clearly what has been supplied is NOT a Refurbished SONOS unit but clearly some sort of customer return or unit that has been for repair. All in all a terrible experience, firstly not being able to supply the goods advertised in the first place, then the poor comms in regards to the alternative, and then sending me a different item to what had been advertised/ordered in the first place!
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