Complaintsforetrailer.com

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a faucet for an elderly customer who is 89 years, She has a mobile home and only 1 shower. Her faucet started leaking everywhere, So I ordered a faucet through this company. When I placed the order there website stated I would receive the faucet in 5 business days, Reason I know this is because I typed in my zipcode before ordering it to make sure I would get it within a reasonable time frame, So I placed the order. I got an email from them confirmation that I would receive the faucet on Feb, 4th , the faucet never showed up. I got on chat with this company and called and everyone I talked to keep giving me excuses after excuses and the run around. Not no where in the email or on there website do they state the delivery times are estimated. I have copies of the email and the text. I looked up the faucet with the tracking number and it shows the faucet is still at there warehouse, meanwhile they keep telling me they shipped it out and are blaming **** for everything, But they still refuse to cancel my order and refund me. They are telling me that I now have to wait 14 more days then they can submit a refund and it's hard to tell how long that will take, So they expect me to let an 89 year old lady not have a shower for close to a month. This is unacceptable and this company obviously doesn't care . I have no choice but to go around locally and find this faucet or something similar so I can get this customers shower back up for her.

  

  Business response

  02/12/2024

  We apologize about the frustrations this order has caused. We were able to work with ******************** directly to resolve. 

• Initial Complaint

  01/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 1/2/23 I purchased a custom fit hitch receiver $244.67 and the custom fit **** wiring harness C93FV $101.02 for our new **** Kia ********** I installed the receiver hitch on 1/27/23, without issue, but the custom fit wiring harness would not fit. The wire harness plug connectors for the rear taillights were too small, and would not fit the vehicle plugs. This wire harness, C93FV, is matched to fit my vehicle on eTrailers website. I sent an email to etrailer on 1/27/23 asking to return the item for a refund as it didnt fit. In a response back, etrailer asked, and I confirmed, that our vehicle didnt come with a tow package (ie. the reason I am purchasing it from etrailer). The second email from etrailer on 1/27/23 states that, ..since the manufacturer shows this harness as fitting, they will deduct the return shipping charges of $29.45. If I would like to troubleshoot this with the manufacturer, I can, and If the manufacturer, or tech, can determine the harness is faulty or defective - the return shipping will be paid by etrailer.I didnt buy the product from the manufacturer, I bought it from etrailer. Fitment of the custom wire harness, as indicated by etrailers website during the order process, was confirmed once our vehicles year/make/model was entered on their website.Why must I have to pay the return shipping fee for a fitment issue when etrailers own website stated it will fit? I didnt buy the universal wire harness, I bought the custom fit wire harness C93FV, after entering our vehicle data? I am due a full refund of $101.02. As a retailer of several manufacturers, I dont see how etrailer can charge customers for their misleading/false advertising, and then pass responsibility for products they resale to the manufacturer.

  

  Business response

  01/29/2024

  We apologize for the frustrations and inconvenience this situation has caused. We were able to work with ************ and the manufacturer to better understand the issue and were able to resolve this situation. A return shipping label has been provided, once it is received the refund will be issued to the original form of payment. 

  Customer response

  02/06/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as long as I receive a full refund of my purchase price and etrailer covers return shipping, this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am in the middle of moving so I had my change of address and mail forwarding scheduled to start on January 1st through ***** **** messed up which isnt surprising but instead of forwarding my mail they started sending them back to the sender. I send and receive a lot of packages across various shipping services so I noticed immediately when the first package was sent back and I started emailing all the companies that I figured would get sent back and fixing it was going pretty smoothly but when I emailed ER about a $200 order that has been sent back they said that they would give me a partial refund where they would keep a return shipping charge them I would have to make the order again. I didnt even ask how much the charge would be because I had done my due diligence with the official address change and mail forwarding. But charging me for a failure made by the shipping service is outright theft and an incredibly shady business practice. How much money do they charge people every year when their preferred shipping service, which is the most unreliable shipping service, sends back packages. Its the holidays so it is the busiest shipping period of the year and they will charge a customer for the shipping failure when the shipping service failed to do the service that they guaranteed, and they even charge a service fee. I paid the small I think $1 deposit. Etrailer withholds a portion of the refund when the customer is not at fault. That is outright theft . I did all that I was required to make sure my mail was sent to the right place.

  Customer response

  01/16/2024

  I would like to withdraw a complaint I made against etrailer.com. complaint #21118511. They have resolved the issue

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October of 2022 I ordered a hitch and trailer lighting harness from eTrailer. I installed the products and initially the lighting harness worked fine. About 6-7 months after I installed the harness kit, the trailer lights would come on and stay on as soon as the trailer was plugged in (which I lived with for a few months) then the right hand turn signal would no longer work on the trailer. I contacted eTrailer **************** (*** LE) and after being asked multiple times to test and re-test, hook my vehicle to other trailers, hook other trailers to my vehicle, the last response I received from *** was this: "At the time of the email, your wiring harness was still under warranty. It has a one year limited warranty on it. This was purchased on 10/17/2022. You are now 60 days past the one year warranty and I am not able to honor the warranty. You are more than welcome to reach out to the manufacturer to see if they are able to assist you. You can reach **** at ************."Needless to say, I am EXTREMELY disappointed that this company can get away with taking my money, stringing me along, and making me jump through hoops to diagnose what is wrong with the the product they sold me, and then telling me they won't honor the warranty, even though I first reported the issue well before the warranty expired!

  

  Business response

  01/05/2024

  We were able to speak with **************** to resolve, we apologize for the frustrations this has caused. 

  Customer response

  01/11/2024

  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

  01/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ordered a part on December 26th, add stated 2-3 days shipping. 10 days later still no part. emailed and was told they had to wait 17 days to resolve my issue because of shipping, i simply ask to have another part sent out or a refund, again i was denied because of shipping issues which isn't my fault. I have tried several times to resolve this issue and got no where.

  

  Business response

  01/04/2024

  We apologize for the delay in shipment Mr. ****** order is experiencing. The order was placed on 12/26/23 and we were able to ship complete order same day, with the holidays the carriers are experiencing delays due to increases in shipping. We do ask for 14 business days to allow carriers the time to transit the product and deliver, we are happy to either reship the product or issue refund to the original form of payment if it hasn't delivered by 1/10/2024. 

  Customer response

  01/04/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased 2 items on November 6. The items were never received by **** and I cannot see where the order was ever even sent to them. I called to request a refund and was told I had to wait 14 business days per their policy. The policy, by their own admission, is not posted on their website. They refuse to credit my card.

  

  Business response

  11/22/2023

  We apologize for the frustrations this has caused, we have worked with ***** directly to resolve. 

  Customer response

  11/22/2023

  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

  11/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased an item from them called a hour later and tried to cancel they said its too late. I find it hard to believe they it shipped already. Waited for the product had to pay to return it and they received it and did not refund all my money I paid and the return policy says a full refund within 70 days of return and it was 7 days

  

  Business response

  12/05/2023

  We apologize for the frustrations this situation has caused, we were able to ship this order in completion quickly ensuring our delivery date promised when order was placed was met. The return was received in our warehouse on 11/18/2023 and a credit was issued to the original form of payment for the full product cost on 11/19/2023 this credit can take a few business days to reflect on the billing statement depending on the financial institution. 

  Customer response

  12/05/2023

  I Still had to pay for shipping terrible customer service

• Initial Complaint

  11/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purchased item from etrailer.com on aug 31, i received the wrong item and asked for a replacement at first and they said they get back to me. still 2 weeks later no work on when i get the correct item. I emailed **** from etrailer told him i want a refund i don't want a replacement, found out they are just a middle man. Then in email i told him i was going to open dispute with my credit card company to back charge them, and he sent me a threating email telling me "its in my best interest not to". i want my money back just like their return policy said no questions asked and it was their fault so I should be getting shipping charges back as well. Very bad customer service with threats i dont take lightly.

  

  Business response

  11/20/2023

  We apologize for the frustration and inconvenience this has caused **************. We have reached out directly to resolve and hope to work with ************** again in the future. 

• Initial Complaint

  11/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an $800+ order from eTrailers.com this morning and paid for expedited shipping. The website assured me when I placed the order that my items would be delivered on or before Thursday, November 16th. I HAVE to have these items on or before Friday to put on my truck before a trip on Friday. However, eTrailers.com, after placing the order, did not properly process my order, despite charging my debit card both for the items and the expedited shipping. Because they did not properly process my order, the items are going to be delayed past Friday. I tried calling and messaging eTrailers.com, but every single customer service representative that I have spoken to has been rude and has told me that there is nothing more that they can do. They will not even cancel the order and refund me my money, even though the order has not been processed or shipped. I had to have these items before Thursday, November 16th, and was assured that they would arrive before then. Now that my debit card has been charged and the money taken from me, eTrailers, delayed processing the order and refused to refund my money.My order number for this transaction is: *********

  

  Business response

  11/20/2023

  We apologize for the frustration this has caused, the delay in shipping is not typical etrailer service we strive to provide. When an order is placed we place a pending authorization on funds, we do not collect money until time of shipment. As we were unable to meet the timeframe for ******************** the authorization has been released. 

• Initial Complaint

  11/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order placed 11/4/23 ORDER# ********* (3 items) TOTAL: $1,037.11 On the day of the purchase, the Etrailer website showed the following :Ship Status: In Stock Estimated Ship Date: 11/8/23 Estimated Delivery Date: 11/15/23 My order has still not shipped as of today (11/12/23) and the delivery dates have been changed four times times from 11/15/23 to 11/16/23, to 11/20/23, and now is 11/21/23.I have contacted Etrailer representatives numerous times via phone and email asking why my order has not shipped , as all items were shown to be "In Stock" at the time of the order and no one has been able to explain why it has not shipped..I think their claims of items being "In Stock", combined with their "Estimated ******************* Dates" are grossly inaccurate, and are merely a deceptive practice to get the buyer to place an order believing that the order will be delivered in a timely manner.

  

  Business response

  11/13/2023

  We are 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.

*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. ↩