Complaintsforetrailer.com

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a roof rack from etrailer.com on April 19th, 2024. It was originally scheduled to deliver to me on April 25th, but was not received by ***** I emailed the company back and forth and they continued to tell me they couldnt do anything, and I requested that my order be refunded since I was forced to purchase another rack elsewhere due to time constraints. They then emailed me and stated If it doesn't arrive by end of day 5/8 we can issue a full refund. If it arrives by then and the part is no longer needed, we can issue a return label. This was directly from an email from the company. When I wrote back stating it still has not delivered and there is no update, they refused a refund, and I still have no roof rack from them or refund.

  

  Business response

  05/13/2024

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

  I am sorry for how your experience with etrailer.com has gone. I have refunded your $352.12 today. We are working hard with **** to resolve the issues of delivery.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order ********* Received 3/7/24 Ordered a Yakima bike rack from etrailer. Tried it and it didn't work out 5/4/24 - it got loose quickly and started damage just above my bumper after the first outing. When I requested a return authorization, ***** from etrailer immediately emailed me back on a Saturday stating, "Sorry to hear that you are not happy with the Yakima bike rack. We do not accept returns on used or installed items." When I replied, "That's odd. Because I could clearly tell it was already used. One of the accessory bags was previously opened and taped back up and there was some minor dings in the frame.," I received no response.

  

  Business response

  05/08/2024

  We apologize for the unsatisfactory experience with the rack that ****** had. We have reached out directly and provided a return shipping label to aide in the return of the bike rack, once the rack is received in our warehouse a product refund will be applied to the original form of payment. This can take up to 14 days to reflect with the financial institution. We hope we can help ****** in the future and get her a product that is just right for her.

  Customer response

  05/14/2024

  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.  They were extremely prompt in resolving this. I appreciate that!
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There is an issue with the inverter I purchased I only had it for a week and a half before I installed it and the specs tell me to torque down to 200 inch pounds so I did and I didn't even get to the 200 inch pounds and the lug snapped off. Contacted customer service and they tell me to call the manufacturer and that they couldn't refund, or help me in anyway! Who doesn't stand behind the products they sell? This company! I know for sure Amazon does because I return about one item a month with no problems! Now I'm stuck dealing with progressive Dynamics, hopefully they treat me a little better than these scumbags! If they offered travel trailer items for free I wouldn't get them from them! I literally wasted my whole weekend and $600!

  

  Business response

  04/26/2024

  We apologize for your frustrations surrounding this issue. We have reached out and provided a pre-paid label via email to return the inverter ordered and a refund will be issued once the item is returned. We hope to have a chance in the future to work with you again and provide the customer service we strive to provide. 

  Customer response

  05/03/2024

  We have not received a refund yet

  

  Business response

  05/08/2024

  We apologize for the inconvenience, the return was delivered to our warehouse 4/30/2024. We were able to process the return and issue the credit to the original form of payment on 5/6/2024. This may take a few business days for the financial institution to process and reflect the credit that was issued however, it should reflect on the next billing statement received. 

• Initial Complaint

  04/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have bought an item from ER online. They never sent me any kind of confirmation from when I was told from when I ordered the item would be delivered no later than Friday, April 19 I call Wednesday to finally get a confirmation I was given one ****** customer service rep said it would be there Friday Saturday at the latest Saturday. It never came call customer service I never doubt with the worst. **************** was screamed at talk to a supervisor supervisor is nothing but rude and this Im the only person can talk to. I am never dealt with anybody in any company like this anywhere And I still havent gotten my item yet. You try to call customer service and ask him they say its out of their hands its in the post office hands all they do is just like to blame other people but when they put on their website delivery date by a certain date thats when it should be delivered .

  

  Business response

  04/23/2024

  We apologize for the experience and frustration **************** had with his original shipment. We have spoken with *** to resolve the issue, his package was shipped out via *** under tracking number, 1z26x5380100180754 and is scheduled to deliver today 4/23. We hope to get the opportunity to work with **************** in the future for any needs he may have. 

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Item was defective fell off on the road some where after being installed correctly. Bolt and washer firmly attached but rubber support came off somehow.

  

  Business response

  04/09/2024

  We apologize for the miscommunication and frustration, we reached out to ****************** directly and supplied a pre-paid label via email on 4/1/2024. Upon reaching out he hadn't seen the label, we have resent the label to aide in returning the defective item. We have resolved mutually and a credit will be applied to the original form of payment. 

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I needed a part for a trip on March 24. I ordered the part on from e-trailer on March 7 that showed a scheduled delivery date of March 13. March 13th passed and no package, **** tracking showed the label had been created but not picked up. I contacted customer service and they told me they had a policy that they couldnt do anything unless the delivery took more than 14 business days, which put it at March 25. This policy was not disclosed or referenced on the website, in the shipping info, or on the order confirmation. When it had not arrived on March ************************************************** order to go on the trip. We received notification that the product had been delivered on the 25th, etrailer will not take any responsibility or cover any return shipping for this product we dont need.

  

  Business response

  03/29/2024

  We apologize for the frustrations and confusion about our ability to assist in returning the order. We have reached out directly and provided a pre-paid *** label to assist in the return on the order. Once received in our warehouse a credit will be applied to the original form of payment.

• Initial Complaint

  03/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an air conditioning unit for my RV after being reassured multiple times by the Etrailer salesman that it was a direct replacement for my existing one. I paid for expedited shipping so I would receive the unit in time for an upcoming trip. Per the tracking info the unit left a couple days after it was promised so I had to change the shipping address to my destination so I could install the unit at a campground. The unit finally arrived and it didnt even bolt down the same as the old one nor did any of the wires match up as promised. I called etrailer and was now told in order to make it work Id need a different type of device to plug everything into. Now I was completely screwed but was left with little choice but to buy the other part and pay expedited shipping again. This part arrived a day later than promised and was a totally different thing than what I ordered so I called to complain again and was told they would overnight the correct package. That was on Wednesday and I still dont have the package today (Saturday) I checked the tracking and it shows estimated delivery date to be Monday

  

  Business response

  03/26/2024

  We apologize to ******************** for the frustrations he faced with the most recent orders he had through etrailer. We made errors that contributed to the delay in the completed order being delivered in a timely manner and caused delay and complications for ********************. His feedback is invaluable and we will take the opportunities he has presented us and work with our teams toward continuous improvement to ensure we are providing the service expected.  We were able to reach him directly and resolve.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a trailer 2" receiver hitch and 2" ball on order # *********. These parts were placed loose in a box with some kraft paper, it was not sufficiently boxed--at all!. Long story short is that apparently the parts being loose tore a hole in the box and the box arrived to me empty. Now, if this was a isolated case I would work with the vendor to reship, but last year I purchased some brake drums and various brake parts and it was also inappropriately packaged, I received all the parts but they were damaged such that they could not be used, I worked with etrailer and got them replaced--albeit it was a big hassle--all of which could be avoided if etrailer would properly box there shipments. This time have enough--I'm done with etrailer and will seek other retailers who take the time to protect the purchased items. I have emailed etrailer but have not heard back from them yet. I'm simply seeking a refund and instructions on what to do with the empty box I received. thanks *****

  

  Business response

  03/21/2024

  We apologize for the frustrations **************** encountered with his order. We have reached out directly and supplied pre-paid return labels via email to aid in the remainder of the order that was delivered. Once the products are received in our warehouse the refund will be applied to the original form of payment and will reflect on the next billing statement for the associated financial institution. We appreciate this feedback and take it very seriously. We hope to work with **************** in the future and have the opportunity to provide the service etrailer strives to provide. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  After chatting with a customer service representative, I was told that a particular Thule adapter was needed. I ordered the part and a couple additional items that I thought I would need. Lo and behold, the part was completely incorrect. The customer service phone number is a scam line for home health monitoring and the customer service email representatives have stopped replying to me. All I'm looking for is a return shipping label and a refund, as promised on the website. order number is *********

  

  Business response

  02/21/2024

  We apologize for the frustrations this situation has caused. We are taking ****************** issues very seriously as being able to contact us is very important to us. We have reached out directly and provided a return label for the order mentioned. We are also working with ************** to understand the issues when attempting to reach out to etrailer.com to ensure we are providing the customer service we strive for. 

  Customer response

  02/22/2024

  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

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 2 trailer hub assembly's on Feb 6, 2024. I was supposed to get the part on Feb 9, 2024. On Feb 12, 2024, I tracked the part and it showed, "Shipped, **** waiting for item." I called the customer service number to figure out what is going on. The customer Service rep talked to me like I was an idiot. I asked to speak to a supervisor and was transferred to a voicemail of someone named *****. I left a voicemail and got no call back. I emailed and asked to cancel the order because they hadn't actually shipped the item. Seller refused to cancel the order and said I would have to wait until Feb 27, 2024 to cancel and get a refund or have them reship the item. It is absolutely idiotic to think that I would have to wait 2 weeks for them to ship the part. This company is the worst thing ever. I do a lot of business online with my real estate company and never have I run into a company so inept and unprofessional.

  

  Business response

  02/15/2024

  We apologize for the frustration this shipment has caused, the packaged shipped from our Missouri location on 2/7/2024 under tracking number 9434611206210518379512 unfortunately the delay is scans indicated differently, the package is now tracking and due to deliver Saturday 2/17/2024. 

  Customer response

  02/15/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  You guys are absolutely idiotic if you think that I would accept this response. You claim, that you shipped it on Feb 7, 2024, but both your website and **** show that you didn't even deliver this part to **** until Feb 13, 2024, after I filed the complaint with the BBB. You guys are a shady company, promise quick shipping to get people to buy from you, and then lie to them and give them false hopes. Had I known it would take 2 weeks to get, I would have NEVER bought from you. That is what you guys told me. You said that it can take up to 14 days for me to get an item that you promised I would have by Feb 9th, 2024. Absolutely idiotic to think that a customer would even accept this response. Own up to your failures. You guys messed up and don't want to own up to it. 
  
  Sincerely,
  
  **** *****

  

  Business response

  02/16/2024

  At this time we have provided a pre-paid shipping label via email to Mr. *****. Once the item has been a returned the refund will be issued to the original form of payment. We again apologize for the frustrations and issues this has caused, this is not a typical service etrailer provides and we hope to work with Mr. ***** again to deliver the experience we strive for. 

*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. ↩