PSA Wheeler's Offroad

TLDR - Wheelers is Inept. Can't manage stock, doesn't fulfill promises, can't operate a business

Hey there,

Had a fairly terrible experience with a well regarded vendor, wanted to pass along so other's may avoid my frustration. Excitedly bought my Army Greer TRDOR in November and instantly went about assembling lift parts. I was after a 6112/5160 setup. In November almost all vendors showed in stock IIRC, Wheeler's had a 10 percent discount and showed both the 6112 and 5160 in stock so I went with them. Ordered an assembled kit on November 14.

Got an email on November 17 saying the 6112 were on backorder and would be in stock in Mid December at the latest. I was a bit frustrated that the order site said in stock and in fact they were not but I was willing to wait the month, This is where I went wrong, I should have cancelled immediately and went with another vendor who had the shocks in stock. On a 2 week basis I emailed for updates and kept getting told the same thing on backorder yet now with no ETA. I gave Wheeler's the benefit of the doubt on this and was very patient as I knew COVID was wreaking havoc on supply timelines.

So fast forward to the last week of March, I receive a phone call from Wheeler's that the shocks were finally in stock and would be assembled and shipped within a week. I was pumped, had the rest of my parts and wheels and tires and booked a time at the shop three weeks later to have it all installed. A week and some change goes by and I send another email asking what the status is, on April 8th I get an email back saying "we are super backed up on assemblies, and we are now awaiting the top hats to come in stock". Needless to say I am pretty angry at this point, after 4 and a half months waiting for the shocks to come in stock, they managed to fail to stock the appropriate top hats?

Once again, gave them the benefit, big mistake. Another week goes by and same story, no ETA on top hats. Shock Surplus showed the 6112's in stock so I called Wheelers and cancelled and ordered from SS. Shocks were on my doorstep 7 days later.

Conclusion - Screw the hacks at Wheelers Offroad. Shocks Surplus on the other hand is awesome

 

Also apologize my first post is a rant, I am more a lurker but will post pics of my truck when the work is complete!

 

I’ve never used wheelers but a lot of people here like them. Sorry for your bad experience. I had the same issue with 6112s from low range off-road, but they were very helpful. I finally got it refunded when I found them on Amazon, when their policy says store credit. I’d definitely use lro again.

 

I was more mad about the top hat issue at the end than anything else. I try to give every vendor the benefit of the doubt during this COVID supply and demand problem but that was too much

 

Also because I said I would. Just got back from the shop. Very happy

 

Someday if/when you’ve hung out on here a couple years and contributed a bunch of posts, someone will find this thread in a search of Wheelers and know to be cautious. In the meantime, this is me noting you had 7 total posts at the time I read this... so it appears you joined our forum to rant.

Unfortunately the supply problems are industry-wide. Sounds like Wheeler’s communication with you was not good, so that’s a fair criticism.

Anyway, your truck looks really good
I’m glad you got it sorted out.

Welcome from SoCal! I hope you post your good experiences too.

 

I know the appearance is bad, I even noted it in my post. FWIW I joined right when I bought my truck in November, I am just not the type that posts much.

 

There is definitely something up. I used to order a lot from Wheelers. Everything shipped from their Grant's Pass shop in Orygun. Box always included a note, candy, and a sticker. I recently ordered an ARB deflator kit from Wheeler's and it shipped from north kali by Low Range Offroad who I thought was in Utah???????

 

Wheelers was bought out by trail gear. Who also owns low range. It’s not the same wheelers it was a few years ago.

 

Not surprised by that! I think Wheeler's still has a install shop. Maybe a member that lives nearby can verify that. No wonder Dan, aka YotaDan hasn't posted in a while.

 

Oh wow that kinda sucks...those guys were my go to for suspension parts. And they would spend a lot of time explaining everything.

 

Makes sense as the 5160's I did receive were stickered with a trail-gear sticker. Either way, Shocks Surplus took care of me and I am now very happy. FWIW the customer rep at Wheelers I was working with told me straight up the completely understood my frustration and the things like this were happening way too often lately within the company. I can at least appreciate the honesty

 

I always would call in my orders and speak with Dan and usually had a good talk about things. Spoke with his wife on occasion too. I use @Toytec a lot because they are local to me. I used to live in Orygun so I liked to order from Wheeler's because a small local shop there. I wonder with the TrailGear buyout, what is their approved vendor standing now? TrailGear isn't an approved vendor.
I should have ordered my ARB deflator from @Toytec Lifts but I didn't know about TrailGear buyout..

 

I'm wondering now if you actually talked to someone at Wheeler's or maybe TrailGear...ha!
Maybe same with Low Range too!

 

It's not unusual for corporations to have organic growth. Organic growth isn't so much about buying up the competition at all. It's always about geographic location and additional customer account basis and.......usually there are hiccups. If bad enough some customers will go somewhere else.

 

I see now that Wheeler's is no longer an approved vendor.....

 

Yeah, I hadn't placed an order from Wheeler's in quite some time so I apparently missed that! Disappointed actually

 

I stopped overnight in Great Falls on my way back from Anchorage in 2012. Technically I lived in Montana albeit a very very short time. Spent several hours the following day in Helena before heading onwards. Montana is a big state. Long enough to consider Hotshot another local shop. I just might upgrade my 14 fogs at somepoint!

 

Not really poaching. Ha! The OP's PSA still stands. It's a reminder for all of us to check out our approved vendor list first! Something that I didn't do before my recent Wheeler's order. As you know TrailGear is huge and so is TruckHero...unless TruckHero owns TrailGear which would make TruckHero Yuge. Heh.heh.....

 

Thanks for that PSA @zachfeen. As you stated, we need to be aware. Great customer service is pure GOLD for any vendor, whether approved or not. Bad customer service is a lump of coal............
You showed tremendous patience which is a virtue, especially "in times like these." Props to you! Que in FooFighters......