Shockwarehouse.com Reviews 1.170

Ordered 8 koni shocks 20 July, after waiting 2 week,After trying to reach someone by phone,chat and email. I would start ccalling @9 after several days and hrs of dialing them,was told shocks are on backorder but would be there 9 Aug, about 14 Aug went thru hassle of calling, email and chat (waited 25min no response), Finally got thru on Mon 26 Aug started calling @ 9 when open, phone will go to recording after 7 rings, was shocked to hear john and after 3x, was tolded they would be in 29 Aug.On 3 Sept went thru the routine, call x's,email,chat, Frank answered didn't know if koni shocks were in but would call me in 15 min, I'm still waiting. UNSAT, unbelievable a place can stay in business, it's a leadership problem.

Shock warehouse by my estimation is as bad as a company can get. I should have known, spidey sense was tingling big time when on my first call to these guys the salesman, Carlos Escalante became heated for seemingly no particular reason complaining about the feedback he gets from his customers while I was trying to place an order. I shrugged it off but I shouldn’t have. After I placed the order for a single shock, my mechanic determined the valve body was a likely culprit. So I contacted Shock Warehouse to tell them “if the shock has shipped, let it come”, but if not, I’d like to switch my initial order to a valve block. Carlos lit into me about how he’d spent time with me on the phone and how much trouble it would be to grab the box, and open it, and restock the part, and that there would be no restocking fee or shipping fee. I let it go at the time, checked back two days later and what Carlos actually did was contact FedEx and had my order cancelled “in transit” and returned to their warehouse. Wanting to get to the bottom of this before spending another dime with them, I contacted them again via chat and was again lit into by some other rep, sounded suspiciously like Carlos though in demeanor. I actually think it was the same guy, but if not they sure seem to share the same brain. I was told in chat they actually would charge me a restocking fee because I hadn’t ordered an additional part. Again, they called my order back from FedEx when I’d expressly told them not to and charged me a restocking fee for their mistake. I have two vehicles that will need everything swapped out before long, a ’12 GL450 and an ’06 Cayenne Turbo S. I’m their perfect target customer. Most of the cars I buy have air suspensions, looking at an ’07 S600 for fun. Getting the best price is great, but it’s not the best price if the supplier screws up, charges you for their mistakes and drag out the down time for your vehicle. My recommendation is you stay away from Shock Warehouse. They are a terrible company.

DON'T ORDER FROM THEM. RUDE NASTY JERKS Selected standard major brand shocks and struts for 2015 vehicle. Paid for 3 day shipping, week later nothing here. Called. Finally got through and all the reviews about lies and rudeness are totally correct. They had not shipped shocks yet, gave excuses and then told me shocks would not be shipped till the next week. Operator got rude and nasty, told them I want total refund and (paid through third party service) and we will see if they refund. Glad I used third part pay service cause now I will just dispute / not pay from CC and let middle service fight them.

Buyer beware! Worst experience ever. These guys are a bunch of con artists. Tell you one thing and do another. I've been waiting on my struts for over 3 weeks now. I've called 1 time to check in and the guy on the phone was super rude. Still no struts, I believe I've been scammed. They won't answer the phone now. Don't trust these guys. I will be filing a lawsuit shortly. Next stop Better Business Bureau. Buyer beware!

Don't believe their deceptive statement about price matching. Its a lie and they even tell you so in a deceptive way.
As for their prices, yea they're lower then the store down the street, but that's about it. Rockauto beats their price by a lot and some of the stores down the street will match.
ANYWAY STAY AWAY FROM THIS WEBSITE. YOU'LL HAVE MORE MONEY IN YOUR POCKET IF YOU DO.

Ordered on Sunday ,received confrmation but no tracking numbers, Call Wendsday AM says order will be in today No Show . contact thes via chat later in day get tracking numbers , shipping order not placed until that day. Liars

I purchased 4 Bilstein shocks from the General Manager, Carlos Escolante, via phone order. The order went well but his tone and attitude was not pleasant. Ends call without saying goodbye. Odd...

When I received the order and determined that they did not fit my vehicle, I tried calling during business hours many times without anybody answering. Online Chat also received no response. Odd for a large online company to not answer phone call. I look at online reviews for Shockwarehouse.com and they are scathing. Now I'm worried.

I called the Bilstein technical support and they confirmed that the shocks were incorrect for my vehicle.

I reached Carlos the next day and explained the situation and he insisted they were correct and that the Bilstein technical support person was incompetent. His tone was now more unpleasant, impatient, aggressive and rude. He said he would investigate and email me a response. Again, hangs up phone without saying goodbye. I am now thinking to myself, who would ever hire a phone sales person with this kind of personality.

Next day, no email response, so I called again. He answered, but has no recollection of our previous 10 minute phone call. Odd. He looked up my records and confirmed that the shocks were indeed incorrect for my vehicle. Offers a refund and to email me a RMA and prepaid postage label. Hangs up without saying goodbye. Where did this guy get his customer service training?

I mail back the shocks per his instructions and email Carlos proof of shipment.

I check my credit card statement 30 days later and there is still no chargeback credit for the return. I emailed Carlos the proof of delivery and a copy of my RMA. I ask him to investigate.

The next day I call the main number and someone else answers. I explain the situation and he tells me that Carlos, the GM, is out to lunch for an hour. He puts me in hold while looking up my RMA. He returns, and with Carlos's distinct voice, tells me Carlos is behind due to the holiday, but he would tell Carlos about my situation and my email, and hangs up the phone without saying goodbye. Humm...
I immediately send Carlos another email asking him to email me back when the refund is processed.

Two days have now passed without a response from Carlos, nor a refund on my account. I have now filed a dispute with my credit card company on this order.

I don't recommend doing business with this company. I'm a mechanic and purchase online every day and can attest that my experience with Carlos, and his company has been quite out of the ordinary. There's something not right about Carlos, nor a company that would employ a person like him to deal with customers.

THIS IS THE WORST ON-LINE AMERICAN COMPANY THERE IS, SO BUY FROM THEM AT YOUR OWN RISK:

My order took several more days to arrive than it normally takes. The shock absorber packaging was severely damaged and 1 of the 4 shock absorbers was missing the mounting hardware.

So now I need them to credit my credit card for the $102.00 they charged me for the bad shock absorber I returned, but they won't answer my phone calls, they won't answer my chat messages, and they won't answer my emails either.

No doubt, their customer service is the worst there is in the USA and based on my experience, they are dishonest because after they received the shock absorber I returned to them a month ago, they still have not credited me $102.00 for the replacement shock absorber they sent me and they won't contact me to explain either.

It is better to spend just a little bit more buying from Amazon, but it is worth it for the peace of mind you get and the horrors you will avoid.

Hands down one of the worst examples of "customer service" I have ever experienced. They don't answer the phone, they provide no updates whatsoever on the status of your order, they give attitude if you actually do catch someone live on the phone, they don't call back as promised, they hang up on you, they don't respond to the live chat (it doesn't work), and they don't respond to emails. I've been told "next week it should ship" for 6 weeks now. I can't even get in touch to cancel the order as they DON'T ANSWER THE PHONE. In contrast, I ordered the same shocks on Summit Racing on Friday, and got them delivered on Saturday for the same price as Shockwarehouse showed. I can't believe this company has been in business for 30 years. They are an incredibly unprofessional outfit and I will never attempt to order from them again.

Horrible customer service guy, very rude. My order took 12 days to ship.....when I asked questions about what happened, the guy hung up on me.
Way too many places to order shocks, even if they cost a few bucks more, than to put up with this crap!!!

Horrible service. I was stranded after a suspension failure. Ordered parts from these guys and one showed up for a different vehicle. I called them and ask for a replacement to be sent to friends close by in Tennesee. I explained the situation and how I was strained, they sympathized and then shipped the item to my billing address halfway across the country! I imminently called them but it was too late. out on the truck and the only one they had in stock. Furious I called the distributed they contracted to send me my part ( They wouldn't tell me who it was but I used UPS informed delivery to reverse check the sender's address and get their phone number. It was Koni's Wearhouse direct in Hebron Kentucky, about 8 hours north. I borrowed a car and drove 16 hours, plus buying the replacement. I got back and installed the part no problem. A week later I arrived home and took the part that Shock warehouse sent me and returned it with RA number for the original order. I waited over a month with no response. I emailed the guy that gave me my RA number, no response. I then finally got ahold of someone on live chat (if you get someone to answer your call you're lucky) and they worked thru the order and sent me a refund, It is worth noting that I had to do 100% of the work. No refund was going to be sent unless I looked into it. The people I talked to were gruff and obviously frustrated by the whole thing, not realizing I put two extra work days into driving to get the parts they fed up. Overall every single part of the order was a bad experience from order to delivery to quality control of parts, to customer service, to returns. All get 1/10.

Ditto what everyone else said.

No information provided about the order, so after about a week I called and actually got somebody on the phone the first time! Little did I know...

I was told that the rear shocks were backordered and did I want the fronts right away. I said no, but they sent them anyway. This was several weeks ago.

Endless calls (no answer, VM says use chat) /chats (90min wait, then no answer or disconnect) /emails (radio silence) unanswered since then. Two weeks ago, one "live chat" session did actually draw a response (after a 45min wait) and I was told that the missing parts had already drop-shipped from the mfg (Bilstein) and I should have them in a week. To date I have received nothing.

I called Bilstein this morning and they tell me the parts are in stock and have not been out of stock at all recently. In fact, there are some in a warehouse in my state (ie: 1-2 day shipping time).

I just threw in the towel....contested charges, posted this, getting ready to contact BBB. I'm not worried about the credit card getting me my money back (missing parts would be acceptable too), but the aggravation is hardly worth the savings.

My advice? Shop elsewhere. But if you've already made the mistake so many others have, don't waste your time trying to contact SW...just contest the charges and let your CC provider deal with it.

Shockwarehouse and John D'Onofrio, you've established quite the reputation for yourselves. Shame on me for not looking into it a bit further before I trusted you with my business.

Clowns.

Very bad customer service don't order anything from this company they are very very rude and unprofessional all I have to say is they better be glad there in northern Mississippi or they would have been dealt with back woods style

Very slow service.They do not respond to requests for order status. If you want to grow old and die waiting for your stuff, use these guys, otherwise stick with Amazon.

The day I found their website. I called to verify they had the shocks I was looking for. The told me they had them and it would be 2 days to ship them to me. He even verified where they were shipping to. That was a Friday 3/22/19. I received an order confirmation with a status of processed. 3 days went by so I tried to call, and call, and call. Even tried the chat which was always offline. I had planned a trip which is why i wanted them in 2 days. I went on my trip came and back then ordered what i need from someone else. Still I tired to call to cancel order no one answered. it doesn't matter when you call. I've tired all hours of the day. I installed shocks that did come in 2 days. Then out of the blue I received an email that my order had shipped on 4/11/19 3 weeks latter. I immediately responded to the email and told them that they need to cancel the order. This is the worst company I have ever dealt with. Please for your on sanity stay away.

Tommy

Order 402221. Ordered Bilstein shocks for my 2002 Mitsubishi Montero over a month ago. Front shots came in a week, still waiting for the back ordered rear shocks...was able to get on CHAT two weeks ago and Doug said that they had just received the shocks from Bilstein and they would ship to me in a day or so. No word from anyone, he even said I would receive a tracking e-mail.ha, ha the worst customer service ever.

This is one of only two negative reviews I have ever written in my life, and to be honest this company is fine if you place your order on line and they ship the item, and you get the part, and you install the part and have no issues. However, if you have any kind of problem where you need to contact customer service then things become very difficult. First of all, they don't answer the phone. The customer service phone is useless. I tried and tried, and waited and waited, and no one answered the phone. I tried the chat, It worked after a long wait. And then, when you finally start chatting with someone it takes far to long to get a response between you and the agent. I think they just ignore you hoping you will go away. I was so frustrated by the whole process that I wanted to cancel my order that had't shipped at that point. Oh, and they charge a restocking fee for items that they haven't even shipped and never had in stock in the first place. Order at your on risk.

This is the worst customer service I have ever seen. No way these people have bee in business since 88 with customer service like this. Why do they even have a website or phone number. This is beyond pointless. File your complaints with the BBB. These practices cannot continue. These people take your money an leave you hanging in the wind. BUYER BEWARE. DO NOT SHOP HERE. You will not be satisfied. You will be here writing a complaint like the reset of us. Shut these crooks down. I ordered shocks a month ago and have yet to be sent any order information, No receipt, order status and definitely no tracking. They don't answer the phone. I tried chatting but Fran stopped responding after I gave my order number and now the chat is offline. Don't bother messaging either. I messaged about a part and 2 days later after no response I went to purchase and the price had gone up $10. DO NOT SHOP HERE.