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Do not try to return anything for Refund
"Price was great, Delivery took almost 2 weeks,not 3 days as promised, wrong item sent they will not return calls or emails. I have been waiting 3 weeks to get the RA number so I can return item"
CEO Should Give up Customer Service - Terrible
"Since my time is valuable, the short and sweet is that customer service is terrible. Don't think they will price match a competitor. Don't waste your time with these jokers. The CEO is managing customer service.."
"Sent the wrong shocks, had to pay to ship them back, eventually was refunded money after dealing with rude employees when they finally chose to pick up the phone."
Worst online buying experience ever
"Was sent a duplicate order when I tried to return it they said I had to pay shipping. Was willing to work with them on the shipping but was treated with disrespect and hung up on twice. Stuck with a product that I can't use. That would cost me more to return then what I paid for it. Ask to speak with a manager was told deal with it and hung up on. So much for the good deal should have rather bought it locally and paid more. Wouldn't recommend them to my worst enemy!!!!!179668"
Pass through business model
"Title pretty much sums it up. They are NOT a warehouse but rather, a complete pass-through company. This is why their prices are so low; they have very little, if anything on the shelf. If you notice, a majority of the issues here are with the returns. This is because the company is not suited to stock these items. The problem is they’re not open and clear about this. It took a week for my order to go from “received” to “fulfilled”. . .then it took about another 2-3 weeks for the shocks to actually ship. I would have been hosed if I needed the shocks sooner or mistakenly ordered the wrong shock. When you use this company, you’re saving that extra money on prolonged shipping and lack of customer service or the ability to easily return the item. If you go into the transaction with that in mind, you should be alright. "
What a joke.
"I wish I would have done a review search 1st like I usually do. I made and order and then noticed that another shock had a rebate. This was after hours so I sent an offline message asking to cancel that order so I could order the others. I did get a return email back saying that they would modify the order for me the next day which I was impressed with. He said the charge would drop off and a new charge would appear for the others. I was fine with this. I figured I would hear something about shipping in a day or two. At day 4 I started trying to call about the order and continued thru day 7. Never could get hold of someone. On day 8 I tried the online chat and got someone finally. I said I needed the shocks before a month went by and had ordered them someplace else, so cancel the order. 2 days later I get a notice my shocks are shipping. So I tried again several times to call and when I finally get thru to someone he says canceling can only be done via phone but them said send him the email where I canceled! I said just cancel the order. I mean really you want me to hang up to send you a copy of an email when I already told you I did it online via your chat service and then what? Wait for a response? I already had the guy on the phone for goodness sakes! So he puts me on hold for a while and comes back to say he had shipping pull it off the pallet in a disgusted voice like I put him out. If they would have shipped the order within a couple days or sent me an email saying that they were going to be delayed, it would not have been an issue. I would not trust these people. I ordered from auto anything after that and had a shipping confirmation that evening..... they arrived 2 days later. That's how it should be. "
No Customer Service
"Worst place I have ever dealt with. Refused to send in the Arnott front shock I purchased from them for warranty. All I received was rude emails and a person on the phone that put me on permanent hold. Do not buy from them. "
Thieves. Duplicitous. Unscrupulous.
"I wish I'd checked the ratings on shockwarehouse.com before I threw away my money. I've no reason to doubt any of the complaints I now see lodged against them.I purchased a pair of shocks from shockwarehouse.com which it turned out I couldn't use - I never even took them out of the box. I called them to find out what my options were - Carlos assured me they'd give me full credit toward another order. So, I shipped the original order back (I paid the shipping) - & they dunned me 20%! When I called back (13 times!) to try & get the credit & place my follow up order they just dodged and weaved and evaded. Carlos would have to check pricing, Jimmy would park me on hold, then he told me Carlos would call me back (he never did) - just dodge dodge dodge. Then they started acting as though I was being unreasonable trying to get the new order placed and stopped taking my calls.So I called Koni US & asked for help. Now Koni has always been really good to me - their people are terrific. They extended themselves and called John, the shockwarehouse.com owner, who then fabricated this wild story about multiple orders being returned & how he was out all this money. Bottom line: he was done; I would get nothing. Hearing this, I emailed owner John (D'Onofrio) multiple times to try to work things out, but I never heard back. I went to the credit card company to get some relief, but apparently there's no buyer protection from merchants lying.I've purchased hundreds of shocks over the years and I've never had such a miserable and frustrating time. A lot of guys sell shocks - just buy from a reputable dealer. Don't waste one moment considering shockwarehouse.com "
"I completely agree with everyone one here!The customer service ****!I ordered a pair of bilstien shocks that are universal (easy enough) for lifted trucks placed order on 11-25-16 along with a larger order from rockauto. Come that Monday my rockauto order was at my door step I called noshock warehouse and they said on back order!Almost 3weeks later they tell me a problem occurred with my account and it was cancelled but my bank account was current and plenty of funds were available!DO NOT ORDER FROM HERE!!!!!"
"These guys messed up everything they could and it costs me a lot! You could try hard to do such a bad job on my order but I don't think it would come close. Run, don't walk away from Shock Warehouse . . . "
"Shock warehouse will really shock you that there still in business. Even if they were giving shocks away for free I would not do business with them ever again. Ordered and paid for my fox shocks. Descipency on the c.c got that straight. After that I was promised they'd be here on a Saturday, today is Wednesday and still have only received half my order as of yesterday which was Tuesday. "
"I literally redialed 22 times to get someone to answer the phone.DIdn't matter, they never sent an RMA and they wanted shipping paid for both ways - who does that to a customer?Worst customer service ever- do a google search before even thinking about buying there!But, to have a 50% failure rate - two bad Bilstein shocks out of the box - what does that say about the product they sell? Bilstein flat out refused to assist me."
"After 5 phone calls and months later i was finally able to get my money back less a 30% restocking charge. I work for a business that deals with parts alot bigger than shocks and i have never seen a 30% restock. POINT IS THE CUSTOMER SERVICE HERE IS GARBAGE. IF YOU DONT BELIEVE ME GOOGLE A LITTLE LONGER. "
Poor follow up service
"Ordered a Bilstien steering stabilizer and quoted 3 day delivery. On the 5th day, I still had not received my part. I submitted a request by email. After the 8th day I called and spoke with a sales person that was less than helpful and claimed it was back ordered. I requested my money back. In my opinion this whole experience was unprofessional at best. I won't be back."
Ripped me off for over $270!
"First off, I cannot begin to explain how rude 'John' is. I'm a very informed consumer. I even went as far as to call Bilstein myself and discuss my needs with them before I placed my order. I was interested in a 7100 series monotube shock, of which I was told BY BILSTEIN THEMSELVES that as long as you don't order a custom valved shock, and they are simply not out of stock, all available predetermined valving options are off the shelf items. When inquiring as to the length time between my order, over a month at this time, I was told, very rudely, That I didn't know what I was ordering, that this is a 'racing shock' and they are built to order, and lead times of several months are not uncommon. I tried to explain that I had called Bilstein and what I was told and John proceeded to talk over me and tell me that I was lied to and that whomever I talked to at Bilstein had no idea what they were talking about. I proceded to call Bilstein again and explain my situation to them and they clarified, yet again, that standard valving of the 7100 series is a stocking item and that I should not have a 4 week wait for standard valving. Now, between the time i originally called Bilstein and when I placed my order (approximately a week and a half) the valving in my shock of choice had indeed sold out of regular stock. I had him check stock on another similar shock in a short body/reservouir setup. They were indeed in stock at Bilstein and could ship out. I immediately called ShockWarehouse, canceled my origional order and exchanged them with my current shock that I did receive and install months ago. I have since called twice inquiring about my refund for shocks I did not receive. I've been told that he was sending it up to accounting to process my refund. It's been almost 3 full months now and I've not received either shocks, or my money back. There are other options out there and unless you want terrible service, and potentially ripped off, spend your money elsewhere. "