Shock Surplus Reviews 

Communication stinks items received with boxes tore up and poor packaging.

Fast shipping, easy installation and great quality ride. Could not be happier!

I ordered assembled 6112 and rear 5100 Bilstein. I called to ask a couple questions and was very happy with the initial customer service. When the shocks arrived they were supposed to arrive assembled and ready to install. Upon further inspection the front 6112’s were not going to align properly and I had to pay a shop to realign them so they would fit properly. I called customer service and left 2 messages and they didn’t respond to my voicemails. Pretty disappointing.

Got my parts in time and everything was as described

I ordered leaf springs 18 days ago and have no updates on shipment despite emailing and calling their team. The item also said in stock and it normally arrives in less than a week. I’ve ordered from shock surplus in the past and didn’t have an issue and really appreciate the content they put out, but I’m really disappointed that 11 days later and after calling the team there isn’t any update.

Lied about in stock items. Misleading lead times. Terrible communication about order status. Still waiting on items in my order that were 'in stock' 7 weeks ago.

Easy transaction and great price. A++++ service. Shipping was fast and easy.

Ordered shocks for my jeep. Great service great product

Great low competitive pricing and free shipping , free shipping important on heavy items such as struts and shocks. Customer service was excellent. Had a question about when product was shipping. They were very helpful very professional and got the information I needed ASAP. Products arrived in perfect condition the outside packaging was a little beat up in transport, but everything ordered arrived in good condition. A little of the hardware got loosened in transport and I would suggest they make sure hardware is firmly attached , I will always go to Shock Surplus first , for any future needs , highly recommend them. Best channel for reaching customer service is to call the number on the website , again highly recommend this retailer.

I never received the rear springs that were ordered with my front coil overs and rear shocks. I opened a claim on May 6th and have left multiple voicemails and sent an email to support at shocksurplus.com. according to their site my claim hasn't even been reviewed.

The Shock Surplus YouTube channel was a tremendous help in identifying exactly which model to choose for my truck. Their reviews and feedback regarding the differences in handling, feel, and expectations were fantastic. The ordering flow was very easy, and the shipping expectations were spot on. Installation was plug and play with the preassembled options. Highly recommend them to anyone!

I cannot stress this enough, avoid this company entirely and purchase your suspension related products elsewhere. I ordered a set of shocks from their website on the first of this month. I paid them $1250. Here we are three weeks later and I've got no shocks, no tracking number, and no help with the matter. I even got an email reply saying that my case has been closed! I'm fairly certain at this point they've just stolen my money and moved along.

When I placed my order, everything was listed as in stock and available so I figured I'd get shipping confirmation and tracking info in a couple days. Well a week goes by and I still have no tracking information so I start trying to get a hold of the company to see what's going on and this is where it all goes to shit.

After a few days of emails and phone calls with no response I finally get an email response about a part being out of stock and needing to either wait or find out another solution. I responded back but have only gotten one more response since then and it wasn't anywhere near enough to reach a resolution yet. Well here we are now 3 weeks from my order and it would appear that I cannot pay this company to return my emails or calls. They were the ones that initially proposed finding another solution but now they can't be bothered to answer my emails or calls.

I paid them $1250 three and a half weeks ago and not only do I still have no material goods to show for it, I can't even get anyone to answer or return my emails or calls so that we can move forward with a different product so that I can get my truck up and working again. My truck that I use to do work out of that is currently just sitting at my mechanic's shop earning me no money.

This is theft. I'm on the verge of seeking legal advice in regards to the matter over the fact that they've not only taken my money and given me nothing in return but they're essentially holding my money hostage at this point as they've labeled my case closed in their automated email response.

They're not giving me any information or help, yet they had no problem collecting my payment so I can't even go elsewhere at this point. I just need to sit here and hope that somebody eventually decides to reach back out to me and either help me get a different product that is in stock or get me a refund because this is completely insane that it's been almost a month now.

Absolutely SCREW shock surplus. They made a mistake by listing this item on their website as in stock when it was not. Honestly, I'm not even upset about that, mistakes happen. I am, however, extremely upset that they're completely okay with keeping my money and providing me no help or no products.

I ordered Bilstein B8 shocks front and rear, front showed up rear did not. I called 3 days later to follow up and they said it is coming in a separate order, funny how all of a sudden I received the emails explaining all of this after my phone call. I received the rear shocks a few days later and got 2 different shocks sent to me, called customer support and told the rep my situation and he transferred me to a sales rep where I left a voice mail. I called back the following day late afternoon because I never got a call back and had to explain all over again my situation, he transferred me to another guy that helped me fill out a return label and now I have to wait for the return label to get here in order to se d the incorrect shock back so I can get the correct shock. All because people aren't staying focused on what they should be doing and making the consumer pay for it , I wonder how understanding and patient they are when it happens to them ??? Just saying.

Found what I wanted at the price I wanted to pay. That went as expected but the delivery and communication has been crap. I expected two shipments based on everyone’s reviews so no surprises there which is fine cause it’s expected.
I am still missing my UCAs and nobody can say when to expect them. I’m being told they are coming straight from Bilstein but I have no info. No number to call, no tracking number, no nothing from SS. This is where I expect better service because they already have all my money. The two times I called they couldn’t get me off the phone fast enough.
I work in the logistics field so I know that things can go not as planned but it’s the customer service that makes up for it. I will not order from them again and I will not recommend them to anyone I like.

The customer service was awesome. Shipping was free. Shocks were in stock. Recieved in a few days. What is not to love about this place.

Everything went perfectly from shipping to installation. Highly recommend!

The shocks were shipped quickly and arrived sooner than expected. The description on the website was accurate and made my decision easy.

Horrible customer service. First, I ordered a full set of shocks from this company, and I got a single tracking number for my order. When the package arrived, there were only two shocks in the box, but I ordered four.

I received an email from Shock Surplus stating that my entire order of all four shocks was delivered. That was incorrect, only two showed up, so I contacted them. I was told, "it is common for the order to ship in multiple shipments due to the weight or warehouse availability" and was given a second tracking number and told that the other two were being shipped from elsewhere.

I responded because they sent me the email stating all four were delivered on that first tracked shipment, and the attitude was basically "that's normal," without addressing their mistake. All they had to do was acknowledge it, apologize, and inform me, but they chose to puff out their chest out and tell me how it works. Major attitude failure.

When I measured one of the rear shocks, I noticed it was shorter than the installed shock that was on my truck, therefore it was not going to fit, and I sent three emails asking to initiate a return of my $300+ order. To this date, nobody has bothered to respond to my emails, despite their claim about a "30-Day Hassle-free Return policy." NOTHING.

We're now approaching the 30-day mark, and I called the number shown in PayPal. I asked the guy why nobody returned either of my emails, and he said, "Did you fill out a return form from the website?" It's not visible, you have to search for it, so I asked him how I'm supposed to know their return process since I don't work there, and he cops an attitude and tells me, "Every website works that way." What a load of crap, where I work, you can call and we'll initiate a return, so not "every" website works that way. When I tried to explain, he just hung up on me.

They charged me $9.98 for its "Free Returns + Package Protection + Guarantee" and yet, crickets from this company. Total Fail. I will be 'shocked' if this review actually gets posted to Trustpilot.

**EDIT: You keep saying "multiple shipments are common" but completely ignore the fact that YOU told me my ENTIRE shipment was enroute. YOU sent me the email with ONE tracking number. YOU sent me the email claiming my ENTIRE order was delivered. YOU did not provide a second tracking number until the day after I sent a complaint about only receiving half my order.

YOU didn't respond to ANY of my emails asking how to process a return. YOU ignored my continued emails asking how to process a return. Then when I called, your asinine employee tried to tell me that "every website processes returns the same way" and that is MORE BS. Then YOU got ALL FOUR shocks back and waited a week to process my refund, minus your BS restocking fee. YOU keep telling me that it was my misunderstanding and not once did you just say, "we screwed that one up." That's all you had to do, but you made me out to be the the ignorant customer EVERY time.

I would love to write a review but it’s been almost one month and I still haven’t received my purchase.