Complaints

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.

• Initial Complaint

  Date:03/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 made a purchase online with e-trailer for a step rail pad. The total paid for the item was $50.78. According to the information during order placement I should have received the item by March 14th. On March 15th I began reaching out to e-trailer. I was told I would receive it March 17th. I have now reached out to them by email, phone and chat. They claim it was shipped. I have requested they file an insurance claim with the carrier they have refused to do so. I have requested a refund and they have failed to do so. I have reviewed customer complaints to learn the have done the same thing to several other customers. I had to exhaust all of the communication avenues because they stopped communicating via email.

  

  Business Response

  Date: 03/25/2025

  We apologize for the delay in ****** order arriving, we did ship this order with **** with tracking number, **********************, on 3/10/25. The post office does ask for 14 business days to deliver packages, tracking was updated on 3/17/2025 to indicate the package was still moving. Working with **** directly we asked to allow until 3/25/25 for the package to deliver. The tracking as not further updated and a refund has been issued to the original form of payment, this may take a few days to reflect depending on the financial institution. We sincerely apologize for the experience during this order and hope to do future business with **** in the future. 

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Etrailer is consistently committing FRAUD and getting away with is sadly enough. Other complaints on the BBB also show this and prove what I am saying to be 100% true.They put on their website "FREE DELIVERY" and give us an exact arrival date.Then like other complaints on the BBB customers like myself don't even get the product shipped out by them until days later.While when I even spoke with a specialist over the phone at 7:45am on Monday. She told me the shipment would definitely go out that day on Monday.Then when I called them on Tuesday morning telling them my products still show online that nothing was shipped out on Monday.The specialist over the phone, made me feel like I was bothering her, and I needed to be patient and she would make sure it went out on Tuesday since somehow it did not get shipped out.Then no one called me all day Tuesday or even had the professionalism to contact me all day to tell me again, they did not ship it out for the 2nd ****** make it worse, the parts I needed, like I told the specialist over the phone. Where needed for my motorhome to get back home from ************ to ****** to get back to work.Without those parts, I would be stranded for many days and over the weekend when I work also.I lose $200 a day for everyday I do not work and I am not rich and barely get by on disability.Long story short, Etrailer did not ship the product out on Monday like they said or Tuesday like they told me, but rather only on ************* the mechanic shop is closed on Friday when it arrives today so I am stranded in ************ and I lost over $1,000 or more now because of Etrailer.I will upload my email that shows how the supervisor of customer service replied to me.Only saying he was sorry, but not caring at all about how Etrailer lied to me.Was disorganized in preparing for the snow storm that hit ****** and ********************* was still shipping during Monday and Tuesday also. The manager even noted this, but said...

  

  Business Response

  Date: 01/13/2025

  We apologize for the experience Mr. ***** has had during this order with etrailer. At the time we provided the best information we had available and we apologize we were incorrect. Mr. ******* order shipped out via *** on 1/8/24 under tracking *************************************************************************************************, the order was delivered and accepted on 1/10/24. We have spoken and worked with Mr. ***** and came to a mutual resolution that Mr. ***** has accepted. This is not typical service we provide at etrailer and we hope to have another opportunity to serve Mr. ***** and provide the service we hold ourselves to. 

  Customer Answer

  Date: 01/14/2025

  Complaint: 22793463
  
  I have reviewed the business' response and am rejecting it because:
  

  Etrailer cost me over $1200 because they didn't ship out my product all Monday like they promised.

  Then to make it worse they didn't even ship it out on Tuesday either.

  Then to make it even worse than this.  They never once called me or emailed me to let me know this.

  I could have just ordered it from amazon for the same price.And had it arrive on Thursday.

  Then to make it even worse, then it possibly could be the try to give me measly $170 for causing me to lose all that money and time.

  I was stranded in ************ until the part finally arrived, and then the mechanic could put it on this week. So I was stranded all last week, and this weekend because of Etrailer.

  They are just an example of how large companies put profits before customers and doing what is moral and ethical.

  Their apology is a joke.  They can't even realize that they should pay people back the money that they cost them with all their mistakes.

  
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 01/20/2025

  The delayed shipping is frustrating and we understand, we did speak with Mr. ***** on Tuesday, 1/7 advised we would do all we could to get the shipment out and at that time advised due to weather we were experiencing delays. We spoke with Mr. ***** after the delivery and offered a discount which he accepted, to partner with the discount we provided a pre-paid *** label if Mr. ***** decided he wanted a full credit to return the order in full. 

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Again they have mislead the delivery date and this seems to be a constant issue and when you email the company the customer service team ( *** and Her supervisor ****) are very rude and place blame on you is extremely rude and then proceed to tell you they say it is not guaranteed but no where on their Website does it say that ************ obviously does not care about theirs customers and I wouldnt recommend them or by from them again as per the other complaints on here they tried to blame the shipper and refused to make me whole basically customer service supervisor Rose it was not their problem Plus they did not disclose it was being shipped **** if I they would have disclosed this I wouldnt recommend them have went with another shipping option But after reading these complaints it seems to be a common practice of lying about shipping internationally to boast their sale and then blow off their customers because they do not care I wouldnt recommend them and advise no one to use this company at all ever

  

  Business Response

  Date: 12/16/2024

  Mr. Mount, thank you for sharing your concerns. Were truly sorry this experience has left you feeling frustratedthats not the level of service we aim to provide.
  While the delivery dates on our website are estimates intended to help customers plan their purchases, we understand how disappointing it is when expectations arent met. Weve looked into your order and taken steps to address the situation. Please know that we are always working to improve the accuracy of our delivery estimates and the clarity of our communication to better serve our neighbors moving forward.
  We care deeply about our customers and take your feedback seriously. Thank you for bringing this to our attention and giving us the opportunity to improve.

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  11/18/24 we ordered a EX1995 Replacement Tarp for Extang BlackMax Soft Tonneau Cover - Black, upon ordering this product we were told it was in stock and would fit our truck, which it does not, contact the company and they told us it was a custom order, which it is not, it is a standard fit for a ****** Frontier and that there is no refund. I told them it did not fit again, and they again told me no refunds, asked to return the product, and they don't want the product back. So they got our money and we have a product we cannot use.Just want to return the product so we can get our money back and go somewhere else for this product.

  

  Business Response

  Date: 12/04/2024

  We apologize for the frustrations the Agars experienced with this order. We have already worked with and address with them personally, a label was issued to aide in return of the cover and once received a credit will be issued to original form of payment. 

• Initial Complaint

  Date:11/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Shipping misrepresentation - Etrailer continues to advertise free expedited shipping and lists a date you will receive the product. You buy the product based on that date then the product doesnt arrive on the date they promised during the sale. E-trailer sells the product knowing that the delivery date can not possibly be made. E-trailer then blames the shipping company, not their impossible delivery date they list on the product prior to shipping. This has happened multiple times to me. Its not a fluke - its an unconscionable business practice. I am requesting E-Trailer review and change their free expedited shipping practice.

  

  Business Response

  Date: 11/14/2024

  Thank you Mr. *** for taking the time to share your concerns. We genuinely appreciate your feedback, even though its clear that your recent experiences with us have not met your expectations. We sincerely apologize for the multiple issues you've encountered, particularly around the accuracy of the estimated delivery dates on our website. We understand how frustrating this must have been, and we take full responsibility for not providing the level of service you deserve.
  
  We want to assure you that our intention is never to mislead or falsely advertise delivery dates. The dates we provide are based on the best information available at the time of your order, which includes stock levels, supplier updates, and shipping partner schedules. However, we recognize that unforeseen circumstances can occasionally cause delays. We are actively working on improving our systems to better align the estimated dates with actual delivery timelines, and we take your feedback seriously as part of this effort.
  
  Your trust is important to us, and its clear weve let you down on more than one occasion. For that, we are truly sorry. We are committed to making this right and are exploring ways to enhance our processes to ensure a better experience for you and all our neighbors moving forward. We will be reaching out to you directly also to resolve.
  

  Customer Answer

  Date: 11/15/2024

  Complaint: 22537663
  
  I have reviewed the business' response and am rejecting it because:
  

  E-Trailer continues to advertise intentionally false, misleading and even impossible free expedited delivery dates in an effort to coerce and push potential customers into purchasing merchandise from E-Trailer.  Get it by Nov 14 is an example.  When the product doesnt arrive by that date, E-trailer blames the shipping company even though they admit there are several factors that go into developing that displayed date to the customer including inventory levels and other non-disclosed variables that have no association with the shipping companies.  If they were to promote the truthful and correct shipping dates, customers would not choose to purchase a particular product.  E-trailer continues to participate in unconscionable business practices associated with promoting false, misleading and impossible delivery by dates.  

  You can resolve this complaint by removing the Free Shipping and Delivery Date on the purchase screen.

  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 11/21/2024

  Thank you for continuing to share your concerns. We understand why this has been frustrating, and we appreciate the chance to address it.
  To start, we want to share that most orders youve placed with us were shipped within 24 hours. We work hard to get orders out the door quickly because we know how important it is for our neighbors to receive their products on time. However, we also recognize that fast shipping doesnt mean much if the delivery timeline doesnt feel accurate, and thats something we are actively working to improve.
  The delivery dates on our site are estimates based on the best information we have when an order is placedfactors like product availability, our processing times, and typical shipping timelines. While they arent guarantees, we provide them to help neighbors plan their purchases. We understand that when things dont go as expected, it can feel like we havent followed through, and for that, we are truly sorry.
  Removing delivery dates entirely isnt something we feel would be helpful for most of our neighbors who rely on them to make informed decisions. Instead, we are focused on refining how we calculate and communicate these estimates so they better reflect real-world timelines. Your feedback has been an important part of this conversation, and we are listening.
  We appreciate you taking the time to share your perspective with us. Its feedback like yours that helps us improve, not just for you, but for all of our neighbors. Thank you for holding us accountable.

  Customer Answer

  Date: 11/22/2024

  Complaint: 22537663
  
  I have reviewed the business' response and am rejecting it because:

  E-Trailer affirms that the, Get it By shipping dates are used by the public to make purchases from their E-Commerce site.  E-Trailer affirms that a percentage of their advertised Get it By dates are incorrect.  E-Trailer confirms that even today they continue to publish a percentage of incorrect, false and misleading Get it by and Free Expedited Delivery shipping dates on their E-Commerce website.  E-Trailer confirms that it is not the shipping companies, but instead a formula or algorithm they are in control of which creates the false Get it By dates on their websites.  E-Trailer confirms that they are aware of the problem with incorrect Get it By shipping dates but refuse to remove them from their website and continue to intentionally allow false Get it By dates to be advertised.

  E-trailer continues to participate in unconscionable business practices associated with promoting false and misleading delivery by dates to sell products.  

  Again, I am asking that E-Trailer remove their admittedly incorrect Get it By shipping dates from their sales pages.  

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On 8/31/2024 I ordered a set of 6 track pro 4 runner brackets for a total of $94.52 with shipping. The brackets arrived and they did not fit, 2 of the brackets werent even the same as the other 4! When I called and spoke with someone they stated that was not the right brackets and they would email a return shipping label. I was only refunded $49! That is barely half of what I paid! I reached out by email again and the response I recieved was that the first shipping cost does not get returned AND I have to PAY for the return shipping cost that THEY upgraded to express ground shipping! This is a terrible policy especially when the brackets sent werent even all the same!!!

  

  Business Response

  Date: 10/10/2024

  We apologize for the frustration faced with the recent order with etrailer. We have reached out directly to Aimee to resolve the concern. 

  Customer Answer

  Date: 10/18/2024

  This complaint was resolved with a full refund by the business. Thank you
  

• Initial Complaint

  Date:08/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a product on August 5th, item shipped next day but was sent incorrectly to the other side of the country. After highlighting the issue to etrailer I was told to wait ***************************************************************************************** a replacement. I shouldn't have to wait 3 weeks for something to show up to follow a poor policy.

  

  Business Response

  Date: 08/23/2024

  We apologize for the delay in the package arriving and tracking updating. We shipped this package under tracking number 9434611206210681779218, and this indicates it delivered on 8/12/2024. 

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 own a 2002 Fleetwood Discovery motorhome that was in need of rear airbags. Around June 18 or 19th of this year I called etrailer to get help deciding if they carried airbags that would fit our motorhome prior to ordering on their website. During the approximate 30-minute phone call, the rep at etrailer put me on hold to call ********* to make sure that a specific airbag they carry would fit. She said ********* told her the original airbags for that motorhome were no longer available but verified that their F9294 airbag should work on my motorhome, so on June 22, 2024, I ordered two of them. I have been a heavy equipment mechanic for over 55 years and have replaced many airbags over the years. I installed the airbags on the motorhome and when I tested them neither airbag sat correctly on their mounting plates after being inflated causing damage to one of the airbags mounting plates (see pic). When trying to return the airbags because they were not the correct ones, I was told we could not return them because they had already been installed. After assuring them that the airbags were installed but the motorhome was never moved, I was given a refund for the undamaged bag, minus shipping charges, but they would not refund the one that was damaged. I would never have bought these airbags had the etrailer rep not recommended them and assured me they would fit. Because of this, I dont feel I should have to pay for the damaged airbag when the only reason it was damaged was because it was not the correct airbag. The mounting plate stud bent just from inflating the bag and there was no way to tell this would happen until the airbag was inflated.FYI: After etrailer refused to give me a refund for the damaged airbag, I called the Freightliner dealer in ****** and their rep researched it, called ********* and found that the airbags were still available. $850 later the new airbags fit perfectly, but were still out $300 for the believing the etrailer rep.

  Customer Answer

  Date: 08/07/2024

  I received our refund today and would like to have this complaint close. 

• Initial Complaint

  Date:07/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  **** Q20 5th Wheel Trailer Hitch w/ Slider for **** Towing Prep Package - Dual Jaw - ****** lbs Part #: C16530-16020. It cost $1,428.55, but The Part I ordered was only $830. www.etrailer.com switched me to a more expensive model without my approval and refused to allow me to return or exchange it.

  

  Business Response

  Date: 07/23/2024

  The customer was contacted 7/22 that the shipment was being turned around and not delivered to them. Once the shipment is received, the credit will be issued to the customer. We listened to the call and the customer did not state that they did not want a slider, so we have offered to split the return shipping fee with him.

• Initial Complaint

  Date:07/17/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ordered a trailer receiver online from Etrailer online (6-12-2024)for my 2011 ToyotaHighlander. They shipped the product and it was wrapped in plastic only ( nobox) . Item showed up with paint/ powdercoat mssing in chunks . Looked terrible. Emailed the company and said i would like a ***** credit on my charge card for the damaged item. They of course blew me off with no credit received nor an offer to reship another item. Terrible customer service

  

  Business Response

  Date: 07/18/2024

  I have emailed the customer to let them know that I issued the $50 credit that he requested.

  Customer Answer

  Date: 07/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************