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Business Profile

Auto Parts

Shocks Surplus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Parts.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/12/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am very unhappy with my experience. I purchased two Fox 2.0 shocks for $970.92, which cost more here and turned out to be less reliable. I received only one shock; the other was either stolen or lost. When I contacted customer service, they advised me to file a police report and said they would handle a claim with the post office. However, the police department told me it wasnt considered theft without physical evidence of the packages and suggested I file a claim with the merchant instead.The shock I did receive started leaking just a few days after installation, despite normal city driving. The shock no longer comes back out the cylinder. When I reached out to customer service, they informed me that they would process a manufacturers claim, but only after Shock Surplus approved it upon receipt. To make matters worse, I have to pay for shipping on both the return and any potential replacement if my exchange is approved.I emailed the company for the return address and received no response after two days. If you try calling between 2-4 PM, forget ***** entire company is on lunch, which speaks to a poor operational system.I regret not seeking out other companies initially. It seems I may have to buy another shock for the one I never received. Overall, my experience has been frustrating and disappointing.

  • Initial Complaint

    Date:09/27/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an online order with Shock Surplus on 7/23/2024 for front and rear shocks for a 2000 ****** Land Cruiser. I received 4 front shocks upon delivery. I contact Shock Surplus and was told I need to return the incorrect shocks first, before I can receive the correct rear shocks. I went to their location in ********* and returned the shocks to *****. ***** said I'd get the replacements in time for an event I was scheduled to attend. The tracking number provided it would arrive after my event. I ended up purchasing the shocks elsewhere and was told I'd get a refund. After my event, I continued to receive shocks via *** and had o contact Shock Surplus numerous times in an attempt to get a refund for the difference. I've been hung up on the phone and no responses to emails. In my last online chat, it's stated they received the shocks and I should get a refund that day. Still no refund.

  • Initial Complaint

    Date:12/09/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a pair of front shocks from this company on 10/12/2022. Upon installation of these shocks, my vehicle drove like there were no shocks at all. Felt every single imperfection in the road. I immediately removed the shocks and put the old ones back on. These shocks are extremely stiff, unlike the same shocks that I bought for a previous vehicle. I couldn't even compress these by hand. I contacted Shock Surplus several times about this issue, the first time being 11/22. I was told that even though I was past the 30 day return period, that they would make an exception if the shocks were in like new condition. I explained that there were some scratches from installation and that I didn't feel right calling them 'like new' because of this. Contact with the company continued and was very delayed. I received the last communication from them on 12/7 stating this again and again I explained to them that they were not in like-new condition. However, I have asked the company to make an exception because these shocks are either defective, or they are not the correct fit from my vehicle. I have since purchased a different brand from this same company and are happy with those. I am once again asking this company to make an exception and accept the return of these shocks in their current condition for a refund. Order SSXXXXXX

    Business Response

    Date: 01/31/2023

    Consumer Response /* (2000, 9, 2023/01/30) */ Complaint resolved. Thank you

  • Initial Complaint

    Date:12/05/2022

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of transaction 11/23/22. Item purchased ****** ******* Gas Strut & Shocks Set for XXXX-XXXX************************** Price: ****** One shock arrived damaged which I gave photos and video via email to them. I got back an email stating they would send one out, I wrote an email back asking if they could send it a little faster since I had waited so long to get the replacement. They sent back an email stating I needed to deal with the manufacture who I never bought the item from, I got this item from shock surplus who I believe it's their responsibility to replace since the one they sent was broken when it arrived.

    Business Response

    Date: 01/31/2023

    Consumer Response /* (2000, 9, 2023/01/28) */ This company made this right and got me the replacement, it was a customer support person who messed up, but got a call from the owners and they got everything cleared up.

  • Initial Complaint

    Date:12/03/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am out $150.00. Seller sent me 4 front lifted shocks. The 2 rear would not fix, I tried politely to work with them and they told me I was sent the correct shocks per their Engineers. Today 12/3/22 different internet vendor sent me the correct ******* EOS rear shocks went on like a glove. Initial order was lifted shocks May 10th 2022. I sent them back all 4 shocks at my expense. I was shipped 4 front shocks, two front installed, but 2 rear the shocks were incorrect. Wrong Model, *** model# as the 2 front shocks. Rear shocks took a different model number, which I shared via email to Shocks Surplus. They ignored this email Looking for $150.00 reimbursement for the 2 wrong shocks sitting in my *****. I have 15 picture and email trail if you need to see them.Thanks for any help to make things right for me. ***************** on the shock install from May til November I live in Phoenix and waiting for weather to be 70 degrees.Thanks BBB **********

  • Initial Complaint

    Date:09/26/2022

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I paid in advance of $347.75 for a set of replacement shocks for my 2015 Chevrolet silverado 2500hd. I then sent my core shocks back immediately after putting the warranty replacement parts on. My truck hasn't been off-road and strictly driven on city and highway roads. The company is telling me that the shocks were damaged from abuse and not worn out as I stated. The ride quality went from smooth to rough and bouncy. The shocks were no longer performing properly.

    Business Response

    Date: 12/01/2022

    Business Response /* (1000, 8, 2022/11/10) */ This customer sent 4 shocks back for a warranty claim. The manufacturer determined that 1 shock was approved for warranty due to it leaking. However, 1 shock was found to have no issues and the 2 remaining shocks were determined to have no manufacturing issues and were damaged due to use/abuse and normal wear and tear. These shocks were on the customers vehicle for 2 years before the customer had any issues. Although the shocks were denied warranty, we still had half of the customers original order refunded back to them.

Shocks Surplus is NOT a BBB Accredited Business.

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