RE: Backorders

[929hit]

This seems to be a common problem. :ugh:
You might consider updating your web interface to reflect parts that are not in stock. I was told I would get "free" shipping and that it would take up to 10 days. I feel mislead. I could not confirm anything from the web page, it appears as if everything is normal ("Order Status: New"). I called in to double check and they haven't even shipped yet! All that could be offered was a tentative ETA from Bilstein!!!!

This really screws me up guys. I could have shocks from somewhere by now. I have CV joints that I ordered from Rock Auto at the same time... I was never in the dark, I had an email confirmation (which I did not get from shockwarehouse). I lost a week, thinking my shocks are in the mail with no reason to think otherwise. Saying that shipping takes 10 days means 10 work days from the date ordered, not the date shipped. I cannot estimate how long a business will take to ship an order. This is not how e-commerce works in the 2000's. No longer acceptable. :(

I really hate to complain, but this isn't 1995 anymore... The fact that your section on this forum has so many people asking about backorders should confirm my point here. I'm little annoyed, but mostly let down. I think that in the interest of the integrity of trailvoy.com, the fact that you really have no way of knowing when you'll get your shocks from this seller should be mentioned. I'm not saying they are dishonest in ANY way, just misleading because of their ordering process, which I can only to attribute to being behind the times. :worried:

When I called, the guy who answered was polite and helpful. That doesn't get my week back though, and I still have no clue when the product will ship. :eek:

Thanks,
Charlie

[Shockguys]

This seems to be a common problem. :ugh:
You might consider updating your web interface to reflect parts that are not in stock. I was told I would get "free" shipping and that it would take up to 10 days. I feel mislead. I could not confirm anything from the web page, it appears as if everything is normal ("Order Status: New"). I called in to double check and they haven't even shipped yet! All that could be offered was a tentative ETA from Bilstein!!!!

This really screws me up guys. I could have shocks from somewhere by now. I have CV joints that I ordered from Rock Auto at the same time... I was never in the dark, I had an email confirmation (which I did not get from shockwarehouse). I lost a week, thinking my shocks are in the mail with no reason to think otherwise. Saying that shipping takes 10 days means 10 work days from the date ordered, not the date shipped. I cannot estimate how long a business will take to ship an order. This is not how e-commerce works in the 2000's. No longer acceptable. :(

I really hate to complain, but this isn't 1995 anymore... The fact that your section on this forum has so many people asking about backorders should confirm my point here. I'm little annoyed, but mostly let down. I think that in the interest of the integrity of trailvoy.com, the fact that you really have no way of knowing when you'll get your shocks from this seller should be mentioned. I'm not saying they are dishonest in ANY way, just misleading because of their ordering process, which I can only to attribute to being behind the times. :worried:

When I called, the guy who answered was polite and helpful. That doesn't get my week back though, and I still have no clue when the product will ship. :eek:

Thanks,
Charlie
Sir,

Thank you for your order and we apologize for the inconvenience. The problem we are experiencing is something we haven't seen before with Bilstein. It is a recent issue and not just with us. All of their retailers are experiencing this. Check around and I can comfortably say no body has them.

They just don't have the inventory. We can suggest something equivalent we carry if you don't wish to wait for Bilstein to have the parts available or you can cancel or your order with no charge / full refund if you wish.

They have part numbers coming on and off back order it's hard for us to keep the status updated on our site, so we are sending emails/calling customers to inform of the back order and their options.

[929hit]

I did not get called or emailed for a week though. I called to get my tracking number.
I'm sorry, but I think you've missed the point. I have not had time, since I found out that you are not sending my shocks, to explore other options. I spent the time I had to pick a shock and a seller and thought I had succeeded. It's not that I blame you for not having them in stock, just that I lost a week with the impression that UPS or FedEx had my shocks on the way.

If someone places an order with you, it can't just go through if you don't have it in stock. You can't sell something you don't have and you can't expect people to be satisfied waiting indefinitely for a part that still appears in stock on your web site.

Here's how we do it:
http://www.newegg.com/Product/Product.aspx?Item=N82E16820226073
out-of-stock part is still in the catalog but cannot be added to the cart. Customers can immediately explore alternative parts or sources. Instead of placing an order, waiting a week, then finding out by calling in.

I'm not trying to beat a dead horse, but I feel like you missed the point and I needed to reiterate the problem.

I will research other shocks when I have time again, if I decide to order from you guys, I will always do it by phone now so I can confirm that it will be shipped. :undecided

Thanks for responding,
Charlie

EDIT: I can confirm that other online retailers are out too. Tirerack has an ETA on the website...

By the time the front shocks come in, will the rear shocks be backorder only all over the 'net? hahaha :P

[Shockguys]

If someone places an order with you, it can't just go through if you don't have it in stock. You can't sell something you don't have and you can't expect people to be satisfied waiting indefinitely for a part that still appears in stock on your web site.

Here's how we do it:
http://www.newegg.com/Product/Product.aspx?Item=N82E16820226073
out-of-stock part is still in the catalog but cannot be added to the cart. Customers can immediately explore alternative parts or sources. Instead of placing an order, waiting a week, then finding out by calling in.

I will research other shocks when I have time again, if I decide to order from you guys, I will always do it by phone now so I can confirm that it will be shipped. :undecided

Thanks for responding,
Charlie
I can understand the frustration and sorry we didn't get back to you sooner.

For back ordered parts, I'm sure other retailers are doing this, filling them in the order they were placed. We don't charge for orders with back ordered parts until they come in however, so essentially we aren't holding monies for parts we don't have from the manufacturer. Once received we charge and ship.

Thanks for the NewEgg link and will look into the process. Let us know if you still wish to keep your order open or wish cancel.

[Enki]

I ordered my Bilsteins the last week of August, and they were delayed shipping twice and go them in October. :coffee

I had to be persistent with emails to get info on expected shipping dates. Shockwarehouse was friendly, and they have great prices. Their website is misleading as the OP says since they are definitely NOT in stock items, at least right now. The website should reflect actual inventory or estimated backorder time so the buyer can make an informed decision. :duh:

Now that the last of my suspension parts are in, I'm ready to do my lift! :woot:

[Shockguys]

I ordered my Bilsteins the last week of August, and they were delayed shipping twice and go them in October. :coffee

I had to be persistent with emails to get info on expected shipping dates. Shockwarehouse was friendly, and they have great prices. Their website is misleading as the OP says since they are definitely NOT in stock items, at least right now. The website should reflect actual inventory or estimated backorder time so the buyer can make an informed decision. :duh:

Now that the last of my suspension parts are in, I'm ready to do my lift! :woot:

Thanks for your order and patience. We are looking into upgrades to our interface to streamline the purchase process.

[929hit]

Great to hear! I should have called to confirm anyway, the toll-free number is huge and impossible to miss, I did not hold at all, and the rep who answered was polite.

I just found some in stock elsewhere for ~$40 more that the shockwarehouse price. They split the difference in price so I ended up paying about what I would have paid at Shockwarehouse before the TrailVoy discount. Normally I would be patient and wait, but I need new CV joints in the front ASAP, and I don't want to do the same job twice. :worried:

But again, you have been very supportive and I would suggest Shockwarehouse to a friend.

[Shockguys]

Great to hear! I should have called to confirm anyway, the toll-free number is huge and impossible to miss, I did not hold at all, and the rep who answered was polite.

I just found some in stock elsewhere for ~$40 more that the shockwarehouse price. They split the difference in price so I ended up paying about what I would have paid at Shockwarehouse before the TrailVoy discount. Normally I would be patient and wait, but I need new CV joints in the front ASAP, and I don't want to do the same job twice. :worried:

But again, you have been very supportive and I would suggest Shockwarehouse to a friend.you

Thanks and I'm glad you were able to find the shocks.