Wheeler's Off Road

Not that it matters to many but it matters to me. ...

So, I was scrambling to get some shocks for my truck for an annual pilgrimage to Death Valley after I was rear ended by a uninsured motorist a week before I was to chase in the Baja 1000.

I drove down to San Diego and picked up some 10 inch Fox shocks to replace the the ones that were destroyed in my wreck. I then went over to a world renowned shock tuner to swap out shim stacks and he really schooled me on putting that shock in my truck. I wish I could disclose who he was but I would shoot myself in the foot if I did. Anyway, it would be safe to say that this guy knows our suspension and shocks like no other. He warned me that the travel on the 10" shock was a recipe for disaster the way I like to romp in the desert.

With that and knowing I only had a few days to gear up I tuned to Wheeler's Off Road. Up until the last few days, I really respected the company and their products.

I ordered these:



From looking at the travel specs and the picture - I was in business. Now all I needed to do was to get these puppies in my hands and swap out the shim stacks and rebuild the reservoirs to add the CD adjusters I had from another set of new shocks.

They were kind enough to ensure that they would ship them that day and I am thankful for that.

When I got them, this is what I got:



They were 'nice' but certainly not the same shock as they advertised - I was looking for a rebuild-able shock as illustrated.

I asked for an RMA and they gave me one.

On or about the 17th of December I sent them an email and the stock image they should be using (from Fox Marketing) saying that they may want to change it as to not confuse some chump like me.



They left the old picture up and it's still there as of last night.

So anyway I thought I would kindly ask them if they would refund the $49 shipping and 'handling' charge and waive the restocking fee.

Hello Paul,

The pic on the site is incorrect, and we do apologize for that. The Description and Pricing are correct though. Neither the Factory Series (incorrect pic on the site) or the Performance Series (pic you supplied, and parts you received) have the compression clicker option for the Description and Price you ordered. Neither picture shows the shock with any kind of compression clicker.

The Factory Series Shocks With Compression Clickers go for $1199.95 for the pair.
The Factory Series Shocks Without Compression Clickers (incorrect pic for the product you ordered) go for $899.95 for the pair.

There will be a 3% Re-Stock Fee
​

I think we are starting to mix apples and oranges - I wasn't suggesting that I ordered the adjusters - I thought I was ordering the shock in the picture where I could rebuild and install the adjusters.

To whom it may concern:

Thank you for your response.

I am not going to argue with you.

Here are other shocks that I purchased weeks before. I purchased them at 10" shocks with the adjusters. I was not suggesting that the shocks that I was purchasing had the adjusters - My plan was to swap them out with ones I already have. I incorrectly felt confident that a, from my then perspective, reputable company would not show incorrect pictures as they are so readily available from Fox Marketing.

Here are the shocks that I purchased in a 10 with the optional adjusters:
http://downsouthmotorsports.com/i-10273425-fox-2-0-factory-series-remote-reservoir-smooth-body-bushing-mount-upper-lower.html

I would once again, ask you to honor my request to refund my entire purchase price.


Sincerely,

Paul​

I attemtped to clarify here:

I thought I was buying these from you (due to the picture that you continue to leave on your site):

$240 FOX 2.0 Factory Series Smooth Body Remote Reservoir Shock - 980-24-635-1

http://www.4wheelparts.com/Suspension/Fox-2-0-Factory-Series-Smooth-Body-Remote-Reservoir-Shock.aspx?t_c=1&t_s=90&t_pt=3306&t_pn=FOX980-24-635-1

I already had the optional adjusters and was going to swap them in to the shocks you were selling me when I revalved them for my specific application.

Sincerely,

Paul
​

... their response:

Hello Paul,

The picture at this point does not matter. Again that shock does not match either the Performance Series or Factory Series we offer by part number or Extended and Collapsed lengths.

Wheeler's Off-Road, Inc.
​

To which I responded:

You are making it very easy.

You clearly don't care.
​

I thought it was a small issue but now I like places like 4WheelParts - straight out of Compton that much more. Relatively short drive to their warehouse and see what they have right there and then. They were very helpful in getting me a pair of shocks I could at least get out to DV. For that I am very thankful.

Once again, I know you may not and probably should not care, but I thought I would share a perspective. From my perspective, I would at least like to see them change their website to reflect the correct image.

Best wishes and I am confident that you should have better experiences with them - and hopefully you won't mind a wrong product from time-to-time.

 

Their website as of 5 minutes ago:

 

I sure do miss Sonny from DSMS. Where did he go?

 

It's a bummer when shit like this happens. It's a no win situation for everyone.

From what I can tell, Wheeler's has a great reputation. You are in the minority. Hope you come to some agreeable terms.

 

Not going to rain my own dissatisfaction with Wheeler's here, but of the vendors I've used (and friends have used) there are 2 that are always standing out with prices, support and service - DSM and HeadStrong.

Either or both companies should be able to handle any suspension needs, IMO.

 

Oh I hear you. I am not saying that they are bad. I am just saying there are too many options out there for me not to vote with my feet and my fingers. I think they are good people with a good reputation. - a bit miss guided on this one, but that is strictly my opinion.

 

i too have my own squabbles with wheelers and their terrible shipping policy. But thats not helping this case any here. Ive since used SDHQ and DSMS.

 

Pretty lame of Wheelers to pretty much blow you off like that. Seems like false advertising to me

I dealt micah at @Downsouth Motorsports when i redid my suspension and was very happy with the customer service and all the info he had. Definitely answered all my noob questions

And like said above marie at @HeadStrong Off-Road is super helpful

 

And in all fairness, they are trying to be a seller of many general things and not specialize in anything other than 'truck parts.' At least they are not like the General Manager of my local O'Rielly's that sold some chump an O2 sensor - he said that they burn the unused excess fuel and need to be changed. I followed the guy out, put a scan tool on his truck and he had a vacuum leak! lol Saved that guy $100 that day.

 

Hey guys, I'm out but I just thought I would share to 'keep it real.'

 

Haven't dealt with HeadStrong but DSM are good folks - I just miss Sonny.