"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. "

"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."

"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.


"

"Nice and easy website to order from but don't expect any status notifications and even worse when you try to call them. You can call them all day and when you actually get to speak to someone they will lie to you. Will say something like oh we didn't email you the status, sorry but there was only one shock in stock. Let me check to see when it's arriving. Oh, it actually came in this morning and will be shipped out tonight. You will receive an email with the tracking info and I should be receiving it mid week. Well well five days later no product and no email at all. Tried calling again and a guy picked up, please hold. Well I was on hold for a good five minutes to only have the guy pick up and hang up on me. Buyers beware!"

"If I were to give details of my experience with John D'onofrio, it would not be suitable for posting. He uses bad language, doesn't back up promises made by himself or his sales people. Horrible customer service and I will never do business with them. "

"Ordered over the web April 12. Did get a conformation email. Waited and waited. About April 25 I call to see where the order was. Guy answers the phone like it was his home phone. Asked about my order, guess this company is run out of someones garage. I am then informed that they only had one of my shocks in house and have to order the other. At no time was I informed about this until I called. Almost seems like my order was sitting on someones desk and would have until I called and asked about it. So it looks like I should be getting it here by May 5th. Ordered it on April 12, gets here on May 5th.

Cheapest price I could find, so that good. Hope my order is correct. Well know when it gets here, if it ever does. "

"I have the same or very similar stories of others that wrote bad reviews, even copied one that match my complaint!
I had to call for 2 days, dialing and redialing at least 6 times before someone answered my call! The gentlemen was rude and unprofessional. I asked why I did not get a packing slip with my order, I was told they order the shocks then throw them in a box and send out to customer, no packing slip! I asked why I got shocks with no labeling or identification on them, I was told they were blue and they are Monroe's! There is no identification on the Struts i ordered and when I asked for a return number I was told they would email me one. I was also told I would get a full refund but from what I read on this site he lied to me!
DO NOT ORDER ANYTHING FROM THIS COMPANY!!!!!!!

"Ordered online. Phone calls, don't waste your time as no one answers the phone and emails are returned three days later. Product was delivered in a reasonable amount of time and in good shape, and well packaged. Installation instructions from Bilstein are terrible. You Tube is good. If you need help with the product, installation or problems with the order you might consider some where else!""

"Ordered shocks and struts, they emailed me saying they had shipped and they even gave me a tracking number. Then nothing happened for an entire week. They took my money, never shipped them, and when I tried to contact them they ignored me. Luckily, I used PayPal and ended up having to file a claim against them to get my money back. Once PayPal was involved, Shock Warehouse gave us a foolish excuse just like the majority of other reviewers have stated. PayPal forced a refund but in the spirit of showing how unprofessional Shock Warehouse is, they began making threats to harm me and my family. The FBI may have to get involved. I guess whether or not it escalates to that point is up to Shock Warehouse now."

"Ordered 4 shocks 1/30/16, paid 1/30/16, they said order processed 1/30/16, sent 2 emails with no response, and numerous phone calls with same message of all personnel busy with other customers, yea right! Last email I told them if not delivered by Friday, 2/12/16, I will request a charge back from my credit card company.
May give positive feedback if order arrives in day or two. "

"Ordered KYB shocks from them. Were not in stock but they didn't tell me. I canceled the order. They didn't give any confirmation. 5 weeks later they sent shocks that I didn't order. they charged my credit card but when I sent the merchandise back, they gave me only partial refund. If I read reviews of these scammers before, I would've canceled my credit card. 60$ for the stuff that traveled form their warehouse to nowhere and went back. The parts were not even mine. Of course, they never answer any emails I send them"

"quick, easy and a great price....."

"Ordered shocks, they came in a week later not in the original box and they were missing some hardware, called them and they said I shoul get the harware in 3 days, a week and a half went by and nothing, called again and guy on the phone was super rude and even hung up the phone on me.
They never provided me with a tracking # for the shocks and I still havent recieved the hardware.
Im very upset, I should have done bussiness someplace else. But for sure this guys arent getting my bussiness again."

"I ordered KYB shocks for my Camry on October 18. Next day received a confirmation that the order was processed. The pending transaction was hanging on my online bank account for a week, but after I had sent them email asking about the status of the shipment, the transaction suddenly disappeared and the order was cancelled without any explanation. And I received no customer service response. I asked them to cancel the order. Also didn't receive any response. To my surprise 5 weeks later got a message from them that the part had been shipped to me. My card was charged, of course. When I reminded them that I had cancelled the order, they pretended they didn't know anything about it. I showed them my cancellation request. They agreed to take the part back and issued only partial refund. They want me to pay their shipping charges after admitting they made a mistake. So, I don't have the part and I'm out of 44$. After that all my emails to them are not answered. "Got your money, not interested in you anymore". I had to file a complaint with BBB and Free Trade Commission."

"Everything was perfect, put the order in for 4 bilstein shocks for my jeep, within a day they were processed and I received the order6 days later exactly what I ordered."

"Lied to over and over. I returned one shock because they shipped the wrong one. It has been 3 mouths and I still have not gotten credit for it. "