WARNING! Do not trust a word from Wheeler's Offroad

[Tricio69]

Back in June I ordered their Wheeler's Offroad 2010-Present Toyota 4Runner Suspension Lift Kit, fully assembled + the driver side spacers to eliminate the lean.

Spoke with them 4 times in the last 5 weeks, each time being told that the kit would "ship out the next week". First they said everything was there except the rear spacer, "should ship out next week". 2 weeks later it was the front spacer missing, "should ship out the next week". 1 week later, everything is there, waiting on assembly, "should ship out next week". Today, back to the rear spacer not being there, yet again "should ship out next week'.

Called BS today, was assured by the person claiming to be the manager that he is telling me the truth. Pushing it, letting him know that is what every other person has told me and I am getting pissed, he laughs/chuckles in my ear. Needless to say, that didn't do anything to help and I told him to cancel my order, to which he said "gladly" and then he hung up on me.

I tried previously to buy the Eibach kit from them and experienced the same run-around, but assumed it was an Eibach issue and decided to give them a try again on this kit. I don't know about anyone else, but this is some of the WORST customer service I have experienced from a vendor and will never even think of buying something from them again.

If this is how they treat customers before even shipping a product, imagine the follow-up support they provide if you have an issue.

Just my opinion, but steer clear of Wheeler's!

 

[Bumbo]

Don’t see many negative reviews about Wheelers…I only bought from them a few times years ago, and my experience was pretty good. They built up a package and got it out accuracy and on time.

In all honesty your review probably won’t stop me from ordering something else from them if I needed it.

 

[Tricio69]

In all honesty your review probably won’t stop me from ordering something else from them if I needed it.

I am just sharing my experience and letting people know. Honestly, I understand completely about delays these days, it is the BS run-around on "it will ship next week" that irritates me the most. Man-up, be honest and say "we really are not sure when it will ship out, but we will get it out ASAP." Add that to the supposed manager laughing on the phone when I let him know that I was irritated at the bad information I had been given over the last 5 weeks and to me it is not worth dealing with them ever again.

Plenty of other places to buy from out there that treat customers with respect.

 

[2021nightshade4x4]

See my general commentary for consumers in this thread:

Search: “Long/Misleading Lead Times on GOBI racks”

Every time I tried to put the link in here it keeps inserting a picture of some dude from GOBI haha

Sent from my iPhone using Tapatalk

 

[Bumbo]

I am just sharing my experience and letting people know. Honestly, I understand completely about delays these days, it is the BS run-around on "it will ship next week" that irritates me the most. Man-up, be honest and say "we really are not sure when it will ship out, but we will get it out ASAP." Add that to the supposed manager laughing on the phone when I let him know that I was irritated at the bad information I had been given over the last 5 weeks and to me it is not worth dealing with them ever again.

Plenty of other places to buy from out there that treat customers with respect.

I’m not discounting your experience… like I said it’s been years since I ordered from them. Unfortunate if this has become the norm.

And sounds like your expectations are reasonable since all these supply chain delays are effecting everyone. Vendors should just be upfront, that said… maybe their vendors can’t give them a straight answer either.

As a vendor myself, all this stuff has really worn us down, but we don’t take it out on our customers, even if our customers are being absolute dicks in the process.

 

[Tricio69]

As a vendor myself, all this stuff has really worn us down, but we don’t take it out on our customers, even if our customers are being absolute dicks in the process.

I work in the tech industry for a manufacturer and we have experienced our own significant delays, so I understand the feeling of getting worn down. But like you, we don't take it out on our customers.

In this case, it doesn't seem to be just about not knowing when a vendor will supply product...they gave me 3-4 different excuses...1)waiting on front-spacer, 2) front spacer in, but waiting on rear shocks, 3) all here, waiting on assembly and now today 4) back to waiting on front-spacer.

 

[BorotHex]

The blower in my new HVAC went out in February and was just replaced Tuesday. I went 3 months with no central heat in a new house, and limped along on a spare motor that finally was found 3 months in for an additional 3 months. 6 months waiting for a blower motor.

My understanding is that housing is slowing down because there just aren’t any parts. I even tried to buy an entire new AC on a new house and there just aren’t any.

It’s a crazy world and I’m not so sure it isn’t going to get worse.

 

[Tricio69]

The blower in my new HVAC went out in February and was just replaced Tuesday. I went 3 months with no central heat in a new house, and limped along on a spare motor that finally was found 3 months in for an additional 3 months. 6 months waiting for a blower motor.

My understanding is that housing is slowing down because there just aren’t any parts. I even tried to buy an entire new AC on a new house and there just aren’t any.

It’s a crazy world and I’m not so sure it isn’t going to get worse.

That had to of sucked! Sorry you had to deal with that.

My post was not really about the lack of parts, that is just how it is these days. It was run-around, making BS excuses and horrible customer service from Wheeler’s.

 

[jrandom]

Well I have ordered from them numerous times too, never an issue.

I have to reiterate with everyone experiencing the same kind of delays from everywhere, literally everyone customers and vendors alike are frustrated. Sorry some of that frustration came out on you.

We have been spoiled for so long... at least the last 15 years, we expect things now or near now.

I remember in my late teens and early twenties needing to wait months for products, often, like we are experiencing today. Most particular, I ordered a custom Dana Design Acrflex pack. I had planned ahead, or at least thought I did, I gave 6 weeks for manufacture (two weeks more than I was told) and two months to break it in before a 6 week trip to Alaska. That pack literally arrived 5 days before I was due to leave, I was fk'n pissed.

Oh and I ordered an e-bike last month (as in over 30 days ago), it was supposed to arrive at the dealer mid-august, just spoke with them, another month at least. I could tell the woman I spoke with was getting hammered by all the people on the wait list like myself. She was worn out.

Just goes to show how fragile our supply chains and infrastructure really is.

tl;dr everyone has gotten so use to what we want when we want it, you can really see it coming out in people attitudes all the way around. It sucks :-|

 

[Tricio69]

Well I have ordered from them numerous times too, never an issue.

I have to reiterate with everyone experiencing the same kind of delays from everywhere, literally everyone customers and vendors alike are frustrated. Sorry some of that frustration came out on you.

We have been spoiled for so long... at least the last 15 years, we expect things now or near now.

While I agree with most everything you say, again I think the point of my post has been missed. This is/was not about the delay in getting the lift, it was the inaccurate (whether purposely or inadvertently) answers and promises it will ship out the next week, 4 times over a 5 week period. Man up (Wheeler's) and tell your customers the truth and let us decide if we want to wait. Don't make up answers and then laugh when a customer expresses their frustration.

 

[jrandom]

While I agree with most everything you say, again I think the point of my post has been missed. This is/was not about the delay in getting the lift, it was the inaccurate (whether purposely or inadvertently) answers and promises it will ship out the next week, 4 times over a 5 week period. Man up (Wheeler's) and tell your customers the truth and let us decide if we want to wait. Don't make up answers and then laugh when a customer expresses their frustration.

Nope, I didn’t miss your point. I thought I illustrated, I guess not well, that I have and am having similar circumstances, being told just one more week, ect.

I certainly don’t understand why they treated you that way, unless the person felt like “you and everyone else” type of chuckle. Also the misleading, is well not cool.

 

[GG5thGen]

In OP's defense, they could have been more professional about it and explained more about the problems on their end.

 

[mrblah]

im gonna go order from wheeler's offroad now just to piss off the internet karens'...

 

[Cascade4runner]

Unfortunately I had a very similar situation happen back in November. Ordered a lift kit, after 5 months, several phone calls with similar replies, I cancelled. They would tell me the same thing. "should be out in 2 weeks", "Should be out in a week", "It's getting boxed up and shipped in two days", "looks like 2 weeks". I finally gave up.

 

[4RunnerAquasport]

Years ago I purchased 2 sets of their super bumps with no issues, but that is not a full kit with multiple parts involved.
One thing is Wheelers was part of a corporate compilation involving Trail Gear, so now there are 4 companies under this umbrella, which usually results in more focus on bottom line profits and less on customer service.
At least in my experience.
One example for me was Direct TV. Decent product until AT&T bought them out several years ago. Then great channels like Fuel were completely ruined, and then they started to force the alacart crap on us. Soooo
I cut the mainstream cable/satellite TV umbilical 4 years ago and don't miss it one bit.

 

[shadow247]

Back in June I ordered their Wheeler's Offroad 2010-Present Toyota 4Runner Suspension Lift Kit, fully assembled + the driver side spacers to eliminate the lean.

Spoke with them 4 times in the last 5 weeks, each time being told that the kit would "ship out the next week". First they said everything was there except the rear spacer, "should ship out next week". 2 weeks later it was the front spacer missing, "should ship out the next week". 1 week later, everything is there, waiting on assembly, "should ship out next week". Today, back to the rear spacer not being there, yet again "should ship out next week'.

Called BS today, was assured by the person claiming to be the manager that he is telling me the truth. Pushing it, letting him know that is what every other person has told me and I am getting pissed, he laughs/chuckles in my ear. Needless to say, that didn't do anything to help and I told him to cancel my order, to which he said "gladly" and then he hung up on me.

I tried previously to buy the Eibach kit from them and experienced the same run-around, but assumed it was an Eibach issue and decided to give them a try again on this kit. I don't know about anyone else, but this is some of the WORST customer service I have experienced from a vendor and will never even think of buying something from them again.

If this is how they treat customers before even shipping a product, imagine the follow-up support they provide if you have an issue.

Just my opinion, but steer clear of Wheeler's!

Did you get a kit yet? My buddy Jake @ Overland Expedition Outfitters usually has Dobinsons kits in stock.

Overland Expedition Outfitters is a Sponsor of The 4RunnerShow Youtube Channel and Expo. Hit up Jake @ Overland Expedition Outfitters
for REAL customer service. It's literally him running this out of a 2 bay shop in Denton, TX. Not some Giant Warehouse, but he keeps 5th Gen kits in stock usually.

OEO - In Stock In Store – Overland Expedition Outfitters - Here's what he has in stock that can ship out now!

See you on the trails.

 

[Tironeous]

Man I hate that. Just man up and say it’s delayed and you don’t know when it’s gonna be ready, but you’ll follow up when you have more accurate info. I’ve bought from Wheelers before and luckily it shipped right away.

I’m in sales myself and just pass along what I know to customers, even if it’s bad news.

“Hey I know we quoted 1-2 weeks but now it’s looking like 2-4. There’s nothing I can do to expedite it, but I knew you’d want to know about the delay.” Literally me at least a few times a day for the past 12-months.


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[YellowSnow]

Look…there are two markets when dealing with manufactured goods from around the world. Pre Covid and post Covid. Stuff just isn’t available anymore, and almost every company is dealing with delays. I’ve had nothing but excellent CS dealing with Wheelers, they actually answer their phones and spend time covering everything.

 

[Bluesky 07]

OP's experience matches mine almost exactly. Here's what I wrote in Nov 2020 in a post about installing SuperBumps:
==
I went back & forth on these for a long time due to their expense but got SuperBumps at 10% off from Wheeler's a while back. It took weeks for them to arrive - understandable given the pandemic - but their "just get the customer off the phone" service was pretty awful. As one example of several, I called one day to be told "that order is shipping today." Followed up a few days later to ask about an email with shipping details only to have someone else say, "Oh, we didn't have all the parts but they'll be on the way soon." Look, I understand if you have issues, just tell me the truth.

Eventually they arrived but I will think long and hard before buying from Wheeler's again.
==

Can't see ever ordering from them again.

 

[4rollin]

Now I'm starting to worry about my decision to reorder. I purchased a lift from them in Jan of this year 4 or 5 months later they canceled the order. Apparently they needed to collect payment on the order as
it expired before they were able to capture funds. They mentioned trying to contact me but I never received any emails from them. Now after emailing and calling this week they told me the product was in stock and to order it again. It's been 2 days and no shipment so if it takes a month I'll just cancel and look else where.