Shock Surplus customer service issues

[Kingofrings]

I recently ordered the 6112/5160 package from shock surplus for my new PB after doing quite a bit of research. Shock Surplus had some good videos and I liked that they had a pre assembled option.
After getting the rears, they tell me the fronts will take 3 months to ship rather than 3 weeks.
They offered to refund the order but have been impossible to get a hold of. I've waited on hold for over an hour just to be sent to voice-mail 2 times and never got a return call. I submitted inquires on the website and they haven't responded in chat for 6 days now.
I haven't seen any similar stories online so maybe this is a one-off, but i wanted to share for anyone who is thinking of ordering from them.
Has anyone else experienced this?

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[Hotshot Offroad]

We cannot speak on SS behalf. But what we can say is that a lot of dealers did get put on a back order for quite some time. Either through sell through or just not ordering enough.

We also ran out during the holiday, but had multiple orders placed for restocks and we do have some on the shelf now with more arriving this week. We are assembling sets this week and will continue on.

This is not to intrude at all but if you do get things worked out with SS and get refunded but still need a set quickly, hit us up. We would be happy to help out! We hope it all gets worked out for you.

 

[Kingofrings]

I appreciate the offer, but I ended up re ordering through another retailer a few weeks ago.
My frustration isn't so much the back order as the lack of communication after fact.

 

[Hotshot Offroad]

I appreciate the offer, but I ended up re ordering through another retailer a few weeks ago.
My frustration isn't so much the back order as the lack of communication after fact.

Completely understand! I know no one is perfect. We sure aren’t. But we do agree that communication is always key. Glad you got it resolved.

 

[v8440]

If by chance you paid by credit card, dispute the charge and have it reversed. From what I've heard, that often works WONDERS for communication from otherwise-unresponsive companies.

 

[roadPilot]

This is not to intrude at all but if you do get things worked out with SS and get refunded but still need a set quickly, hit us up. We would be happy to help out! We hope it all gets worked out for you.

Are you offering to price match SS as well? Any forum discount? A free fifth of Scotch?

EDIT: I see the 14FF150 -- doesn't appear to be valid.

 

[Hotshot Offroad]

Are you offering to price match SS as well? Any forum discount? A free fifth of Scotch?

Actually, Our assembled 6112 and 6112/5160 assembled kits are lower then SS with our current sale. Plus we have Free shipping and no sales tax which saves even more!

https://hotshotoffroad.com/collecti.../products/6112-5160-stage-2-package-2021-f150

 

[FaaWrenchBndr]

I recently ordered the 6112/5160 package from shock surplus for my new PB after doing quite a bit of research. Shock Surplus had some good videos and I liked that they had a pre assembled option.
After getting the rears, they tell me the fronts will take 3 months to ship rather than 3 weeks.
They offered to refund the order but have been impossible to get a hold of. I've waited on hold for over an hour just to be sent to voice-mail 2 times and never got a return call. I submitted inquires on the website and they haven't responded in chat for 6 days now.
I haven't seen any similar stories online so maybe this is a one-off, but i wanted to share for anyone who is thinking of ordering from them.
Has anyone else experienced this?

I learned quite a few years ago that it was extremely worthwhile to order parts from a vendor I could speak to on the phone. I’ve been screwed so many times working online. It’s essentially the same as you the parts say they’re in stock then once they get your money all of a sudden they’re out of stock.

 

[FaaWrenchBndr]

Actually, Our assembled 6112 and 6112/5160 assembled kits are lower then SS with our current sale. Plus we have Free shipping and no sales tax which saves even more!

https://hotshotoffroad.com/collecti.../products/6112-5160-stage-2-package-2021-f150

The main question would be this. Do you have them in stock?

 

[Hotshot Offroad]

The main question would be this. Do you have them in stock?

We do indeed. We just got units in this week and have more set to arrive today.

Update: Wow. we have moved some units already! We are already down to just 2 sets until our next restock just so everyone is aware!

 

[Stic-o]

I recently ordered the 6112/5160 package from shock surplus for my new PB after doing quite a bit of research. Shock Surplus had some good videos and I liked that they had a pre assembled option.
After getting the rears, they tell me the fronts will take 3 months to ship rather than 3 weeks.
They offered to refund the order but have been impossible to get a hold of. I've waited on hold for over an hour just to be sent to voice-mail 2 times and never got a return call. I submitted inquires on the website and they haven't responded in chat for 6 days now.
I haven't seen any similar stories online so maybe this is a one-off, but i wanted to share for anyone who is thinking of ordering from them.
Has anyone else experienced this?

PM me your number and order number and I'll give you a call.

The 6112's for the F-150 are on national back order from Bilstein and are scheduled to be in stock in March.

We realized we are hard to get a hold of sometimes and have been addressing that, we just hired a few new guys and currently training them so we can get back to everyone faster. This includes emails, phone, chat and our social media. We have also been upgrading our systems ( not with out the hiccups) and are expanding our warehouse soon. So we hear you, and aware of the issues and are addressing them.

 

[Kingofrings]

Update:
SS got my return label for the rears out in under 24 hours.

Almost as soon as I posted I got an automated email saying my fronts were expected to arrive in Feb instead of April.
But the set I order from Stage3 already arrived.

I can't say I am happy with the overall experience but it seems like they are just genuinely overwhelmed and are brining on more staff to help. The person I spoke to on the phone was helpful and hopefully they are able to keep up with demand in the future.

 

[Stic-o]

Update:
SS got my return label for the rears out in under 24 hours.

Almost as soon as I posted I got an automated email saying my fronts were expected to arrive in Feb instead of April.
But the set I order from Stage3 already arrived.

I can't say I am happy with the overall experience but it seems like they are just genuinely overwhelmed and are brining on more staff to help. The person I spoke to on the phone was helpful and hopefully they are able to keep up with demand in the future.

Thanks for giving us the chance to make it right. Hopefully we can still do business in the future.

 

[307JS]

We do indeed. We just got units in this week and have more set to arrive today.

Update: Wow. we have moved some units already! We are already down to just 2 sets until our next restock just so everyone is aware!

Do you still have them in stock?

 

[jewc75]

Not to worry Shock Surplus still has crappy customer service. My coilovers were to be delivered July 25th, yet they havent even shipped them. I cant get anyone on the phone, no call backs, and no replies to chat. They were nice enough to create a shipping label, lol.

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