Complaintsforetrailer.com

• Initial Complaint

  08/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  08/07/2024

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

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **** 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

  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

  07/17/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  07/18/2024

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

  Customer response

  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,
  
  ***************************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ****** Runway bike rack for 3 bikes on 6/18/2024. As soon as the bike rack arrived we attempted to install it on our car as we needed it ASAP in order to pick up my son's new bike prior to leaving for an 8 day vacation. It took an hour and the use of a rubber mallet in order to get the bike rack to fit into the trailer hitch receiver. The bike rack was kept on the car while we were on vacation. The day after returning home we attempted to remove the bike rack. It would not budge. It took 3 hours of pulling the bike rack with straps and hitting it with a rubber mallet in order to get the bike rack out. The bike rack is supposed to fit a 2 inch receiver. We measured the outside of the bike rack and it measured 2.08 inches. Our trailer hitch receiver measured 2.03 inches. No way this bike rack would fit a 2 inch receiver. We contacted etrailer.com the following day (on a Monday) and they are refusing to help us out with this defective product. They will not stand by the product that they sold to us. We were told that we would have to go through ****** but per ****** "if the product is believed to be defective, the original retail purchaser should contact the ****** dealer from whom it was purchased". We now have a defective bike rack that we cannot use and are out $170.95. Worst company I have ever dealt with! They have no customer service whatsoever! Never will I buy a ****** product and never will I buy from etrailer.com again.

  

  Business response

  07/15/2024

  We apologize for the experience that was had throughout this purchase with etrailer. We are working directly with ******* to resolve this and ensure this is resolved and taken care of. We have been in contact with her directly and have offered an option to return or replace the rack. 

  Customer response

  07/17/2024

  etrailer.com did provide return shipping labels. Items were sent back and according to **** delivered today. Now awaiting the full refund. 

• Initial Complaint

  06/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a car top carrier from this merchant that stated 'in stock' and that it would ship on June 23rd.I PAID.I then received an email stating that the item 'might not ship until later in the week' and 'would I like to change my order to a more expensive in-stock car top carrier?'I called the merchant immediately to ask when the item would actually ship, as when I looked at the order status online it now indicated that the item I ordered would NOT ship for at least TWO WEEKS and not a few days.I was lied to and told that the item would indeed ship 'in the next week' (the 23rd). But I confronted them about what the website online order status indicated (two weeks to ship). I was assured all was well.A few minutes later the customer service rep. called back and admitted that the manufacture of the item was OUT OF STOCK and that they had no projection of when it would ship! So, my order was cancelled per my request.THIS IS CONSUMER FRUAUD - a new tactic on the old game of "bait and switch."SHAME on the owners of etrailer for running its business this way.

  

  Business response

  06/18/2024

  We apologize for the frustrations Mr. ********* experienced during this ordering process. We work with many manufacturers that ship directly to our customers, we did ensure to notify **** as soon as we recognized we weren't able to deliver the item in the original timeframe provided. We do attempt to offer similar products to ensure their end goal can still be accomplished. The original order *********, was cancelled and a new order was placed, *********. The new order has shipped via ***** Freight under tracking number 064-8404969 we estimate the delivery to be 6/24 for the new order and tracking indicates it is on track to arrive within the expected timeframe. 

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21854058.  The 'resolution' to this complaint transpired because I noticed that the delivery date promised and the updated delivery date on the company's website were markedly different.  When I called to confront the business the first explanation was that the delivery date promised was correct.  This then changed to reflec that the delivery date was indeed the end of the month, and finally the customer service representatve called back to tell me that there was no actual future delivery date for the item.  It was at this point that I requested the order be cancelled and I then placed a new order for a different item on the company's website. 

  The only 'resolution' here is that this information has been recorded for future review by others who may have a similar experience with this merchant.  It is my hope that the merchant reviews its policies regarding customer notification of stock status in an effort to be more fully transparent and efficient.

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

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased trailer latches from this company named etrailer. They proved to be defective.

  

  Business response

  06/18/2024

  We apologize for the experience *** had with etrailer. We have reached out and worked with *** directly to resolve.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I was planning a once in a lifetime trip. I placed an order in late April with a 10 day promise of delivery. After 10 days I was promised in a week. Then another week. Then another week. After 2 months the company kept blaming the manufacturer. I posted my experience online and was told the manufacturer was shipping on time. I called the manufacturer directly, placed an order directly and received the product. ETrailer is practicing deceptive advertising, offering products it knowingly cannot deliver

  

  Business response

  06/05/2024

  I am very sorry we were not able to ship your order in a timely manner as expected. This is not typical etrailer service and we sincerely apologize for any inconvenience we caused. We do our best to represent the date provided from the manufacturer, they do from time to time update these to move the expected arrival date. We did reach out and communicate these changes when we were made aware of the change from the manufacturer. At this time, the original order place, *********, has been cancelled. We do not charge until the order ships from our warehouse, the pending authorization should have fallen off and will reflect on the next billing statement. 

  Customer response

  06/06/2024

  Complaint: 21798367
  
  I am rejecting this response because:
  ETrailer did not reach out to me when the dates were pushed back. In fact the opposite. ETrailer apologized for artificial intelligence-like responses because ****** E stated there was such a large volume of emails much is copy-paste. I had to manually check the ship date and inquire as to the order status. When speaking with eTrailer, it was made known that sales would suffer if the website reflected Out of Stock versus the current practice of taking orders knowing the ship dates are in fact unknown. I reached out directly to the manufacturer who is shipping the item to me directly. 
  
  
  Sincerely,
  
  ***************

  

  Business response

  06/11/2024

  I apologize for the experience that was had in this case, the order has been cancelled and the pending authorization released to the original form of payment. We will be working directly with the manufacturer to ensure we are able to provide a better experience moving forward. 

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a part. About 15 minutes later, I cancelled the order through their system. I missed an e-mail from them to confirm the cancellation, which would expire in 30 minutes. When I got the e-mail, I made repeated attempts to cancel the order, even through their customer service. They said it was already too late and I could return the part, paying shipping both ways- which would have been more than the part. I had no idea after cancelling the order that Id have to re-cancel the order. I find this deceptive. When you cancel an order, it should be cancelled.

  

  Business response

  05/17/2024

  We apologize for the frustrations ************ experienced with his most recent order. We appreciate the feedback and will look into the current process to see if we can make it better for customers in the future. We do currently send a cancel confirmation email to ensure the request wasn't accidental when attempting to modify an order. This is time sensitive and if not complete the order will still process as normal. As we strive to ship orders same day we were able to quickly process and ship his complete order before the confirmation was recognized. We have reached out to ************ directly to resolve. 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order with Etrailer on May 2, 2024. It was supposed to be delivered the following Wednesday. I did not receive it. I called Etrailer on May 9th and was told that the **** sometimes does not scan the items and that there was no way to track it. I emailed Etrailer on May 12th and requested a refund. I was told that I had to wait 20 business days before they would refund my money. They NEVER shipped the item. They only created a shipping label on their computer. And they charged my credit card! They are using consumer's money and waiting 20 days until they issue a refund. This is criminal!!!!!

  Customer response

  05/16/2024

  I received the item yesterday.  

  I spoke with the *********** this morning and they said that the **** may have been the reason there was a delay in shipping.  And they said that the **** may not have scanned the package as they should have.

  Maybe Etrailer.com needs to find another carrier in order to avoid the frustration the lack of tracking information causes.
  

  Thank you for your assistance.

  ***********************

*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. ↩