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Discussion Starter #1
If you care about customer service – avoid Shockwarehose

I ordered a set of Bilstein 5100’s for my 2005 CC in early March. On March 11th I received a system generated email notifying me that the Bilstein 5100’s were on national/worldwide back ordered until April 30th. Not great news, but no big deal

March comes and goes and in mid April I see them on CT letting users there know that some Bilstein shocks had started tricking in.,..but when I asked about mine I am told I’m at the back of the line…again…not great news, but I can wait.

April 30th comes and goes with NO word from Shockwarehose… I finally call them during the first week of May and a nice lady tells me that they are now back-ordered until May 20th. I ask her why wasn’t I contacted and am told they are calling those with held orders and had just not gotten to me yet (BS!)

May 20th comes and goes – again NO word from Shockwarehouse (WTF?!). On May 21st I again reach out to them to ask if the shocks are in…NO RESPONSE – NOTHING until I get a near empty response to my email with only a FedEX tracking in it…NOTHING ELSE – no acknowledgment of what was shipped, no apology for the delay, not even a “Thanks for your business” message.

I realize customer service is a lost art… but if I had to do it all over I would give up the slightly better price and would have dealt with a company who respects and values its customers.

Can’t wait to see what I get from FedEx this week… lord help me if it’s not right…I have little faith that I’ll ever get it straightened out in a timely fashion if its not.
 

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.… but if I had to do it all over I would give up the slightly better price and would have dealt with a company who respects and values its customers.....
That's exactly why PRG is so highly recommended, but alot of people don't wanna tally up the extra $$$ for the best service so they buy from places like ShockWarehouse instead. :dunno:
 

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That's exactly why PRG is so highly recommended, but alot of people don't wanna tally up the extra $$$ for the best service so they buy from places like ShockWarehouse instead. :dunno:
I agree, I will always be willing to pay a little extra for better service. It will be much less headache in the long run. If I find a place that has great customer service I will almost always buy from them, unless they are significantly higher in price.
 

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I had a similar issue. They told me no one else had the shocks and said good luck. I called another store and had them shipped the same day for the same price....had with professionalism. I posted my displeasure on their forum on this site.
 

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That's why I went with Shox.com they were great to deal with!
 

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Shiznit, I'm waiting on some 5100s (front) myself. Already have my springs on order from Fontana Nissan homie (cheaper shipped from him than bought locally).

Email from shockwarehouse said the 5100s were on backorder until June 20th...

I didn't know Greg sold 5100s. I swore he told me on the phone he didn't (right before I order my rear setup from him).
 

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FYI...... shox.com has 5100's in stock!!! Just ordered fronts for $214.50 shipped. Can't wait to get them with my new 2008 Pro4x spring. My front fender is currently a hair over 40 inches. This should do the trick to get my T with 35's underneath.

Would like your opinions; should I get 5125's or Icon's both from PRG for the rear?

Thanks,
 

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Same here they were a great company to deal with. They didn't have the fronts at the time but the guy outsourced them from another company for me. He actually went ahead and ordered a second set to keep in stock for someone else because I told them I would refer other forum members to them. Took less then a week to get from California to Texas. Price was the same as Shockwarehouse and about $75 less then Ebay. :thumbsup:

That's why I went with Shox.com they were great to deal with!
 

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I had a similar issue. They told me no one else had the shocks and said good luck. I called another store and had them shipped the same day for the same price....had with professionalism. I posted my displeasure on their forum on this site.
Who you end up going with?
 

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Canceled my order with shockwarehouse, just ordered from Shox.com too. $214.15 shipped, same at TTka.

Talked to "Arthur" at Shox.com — he was a complete tool, but they'll be here in 4-5 working days (so he says), so that's sweet.
 

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Well first of all we apologize for the miscommunication.

But I would like to ask the board and specifically the members who thrash us up here.

Do you realize we do not charge anyone's credit card until the order is shipped (This excludes people who pay by Paypal. We have no control over that payment system)? So what that means is we derive no benefit from holding your orders. We do not make any money this way. I love to tell you we get some intrinsic benefit from people buying shocks like we made your car safer and that is great but we are here to make money. In some cases we gain some technical knowledge from the members but in most cases we are business to make money so products being on backorder are not fun.


He is 100% correct. We can't win. Dates change as many AS THREE TIMES A WEEK. If we call and email and keep telling you different ship dates then you will go up here and post - "Shockwarehouse is screwing with me they keep lying." Or JS MULL might post DO NOT ORDER FROM THEM" So what we do instead is the moment the backorder products hit the warehouse, the moment I tell you we go into overdrive in the warehouse. Every able bodied member of Shockwarehouse gets out there and boxes and ships shocks so the orders get there maybe a day earlier. If you would like we can take our time, call you, email you and tell you they will go tomorrow. Or we can ship you the darn shocks, ASAP.

Do you think we like to spend time defending ourselves on message boards, being berated by phone calls and emails on backorders? Do you know that right now Bilstein who makes the best shocks in the world have SIXTY FOUR Part numbers on backorder? Yeah 64 and not minor part numbers either major truck shocks. Believe Titan Talk and Clubtitanmembers you are not the only ones. The employees here at Shockwarehouse bust there butt to deliver the best customer service they can. But with dates changing all the time it is hard to make judgment calls on who and when to notify because again it is a no-win situation.

JSMull with regard to your post about us being a joke. We personally apologize. You have every right to go up here and post what you want. But I will tell you this. The margins in the auto parts business are small. Once we give you the forum discount we hardly and in some cases make any money. And sometimes after reading your post we look at these forums and go "Why do we do this? We make little money, people stand behind a blind call sign and berate us, and we spend time writing and defending ourselves over what? Because our manufacturers change the backorder dates. Understand if we do not have the part nobody else does. There are no alternatives. So go ahead and pay more money to a company that does not support the Titan boards and is a little more expensive if that gives you peace of mind. But you will not get shocks a day earlier from that company.

At the end of the day we apologize for the miscommunication. But we will not apologize for manufacturers who are located overseas and change the dates on us. We sell quality performance brands at low prices.

PLEASE CALL US We have an 800 number. It would have been a lot easier to explain this to you over the phone. Believe me when you have 64 major parts on backorder and over a thousand customers waiting on parts it helps us too. As you can imagine calling and emailing 1000 people a week can be difficult with people not answering there phone and people ignoring opening their order updates via email.
 

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Come-on, Shockguys—the reason you support the site is simple: sales.

I had never heard of your website until I saw the banner running on Titan Talk. It comes time for me to buy new shocks, I go to your website, and your website only because I see you've got a promo code listed for our trucks. That makes me think you care enough about our market to realize that Titan guys (as well as any specific forum) cares about their truck. Most guys who read sh*t online about their ride don't want to go to Midas or PepBoys for a reason.

Not charging until the shocks are in stock doesn't make you a saint. That's good business.

People are simple. They want the product at a low price. If you don't have it, no one cares that it's the manufacturer's problem. If the next guys over say they can ship today (just got my confirmation email), the other guys get the business. It's not personal.

Maybe you guys do have better customer service. But I'd rather sit at the table with food and deal with a snotty waiter than go hungry (to a point).

To my recollection, I didn't see anything on the front of your site that notifies users the 5100s are on backorder for over a month. IF SO, I wouldn't have placed an order with you to begin with.

I'd use you again if the part was in stock. Nothing complicated about this equation.
 

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Discussion Starter #16 (Edited)
Blevinger - EXACTLY!

Shockguys - you live by the boards; you die by the boards. I did call your TF# after your first committed date was missed and was told that the date slipped again and that your company was in the process of calling all of the customers who were waiting to advise them that the back-order had been extended (I never did get that call). I didn't order from the manufacturer; I ordered from you....as did people on at least two other boards who have shared similar experiences.

You've seemed to have missed the point - I didn't mind waiting... what %$#! me off was never getting any follow up from your company....you were happy to take my order...you owed me/us the common courtesy of some follow up.

Hell - you shipped them and charged my card nearly 3 months after the fact without letting me know - I again had to contact you!

You have my phone number, you have my email address, PM me.. I'm your customer...remember?

I'm sorry my business was such a burden on your company....your points are taken - lessons learned.
 

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Again, we at Shockwarehouse do apologize for the lack of communication, and we do appreciate your input.

Everyone at Shockwarehouse works very hard to get the shocks out to our customers when the backorders come in from the manufacturer. Your complaints are legitimate, and we are working to improve our system so that the communications can be automated in the future.

We apologize to those who feel they have had sub-par experiences, and we thank those of you who defend our service.
 

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just canceled order with shock warehouse and ordered from shox...guy said they had 12 pairs of fronts and 1 pair of rears in the bilstein 5100's...great to deal with over the phone
 

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I agree, I will always be willing to pay a little extra for better service. It will be much less headache in the long run. If I find a place that has great customer service I will almost always buy from them, unless they are significantly higher in price.
Totally agree. I will always pay a little extra for better service and higher quality.

Remember, there's fast, cheap, and good. Pick two.
 
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