Complaintsforetrailer.com

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sept 26, 2023 we received (and shipped) Return Goods Auth for order#********* from ******** (eTrailer.com) to return items: hitch receiver, wiring assembly, locking pin with key and 2" ball hitch with hitch. *** confirmed proof of delivery (tracking # 1z7586x39092843609) on 9/29/23 11:37AM October 10, 2023 called & email status of refund, nothing Oct. 20, 2023 had to call three times before getting a live person and received email from ************, of which I provided proof but no resolve.Oct. 23, 2023 called told to callback for update, it was being worked on Oct. 27, 2023 had to call twice, no response Nov. 1, 2023 Called, left massage for ************Nov. 6, 2023 called spoke to representative ************, who said that he'd escalate and submit to returns department to resolve and refund; and call me, of which they have said before...I'm hopeful that this time and with your help, we can put this to rest.I'm just trying to get our refund since they've had the product since September 29th and it's now November 6th

  

  Business response

  11/09/2023

  We apologize for the frustration and inconvenience this has caused. A refund has been issued to the original form of payment and should reflect on the next billing statement. 

  Customer response

  11/10/2023

  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

  10/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We had ordered a trailer hitch to be delivered overnight but the company had transposed the zip code and it was delivered to the wrong address, it was then returned by UPS to the company, but never returned payment on our credit card. We've been paying interest and the credit card company for compensation, and would like to be compensated ourselves.

  

  Business response

  10/24/2023

  We apologize for the frustration this issue has caused, we have reached out directly to resolve. A credit was issued to the original form of payment and should reflect on the billing statement. 

• Initial Complaint

  10/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I never received the order

  

  Business response

  10/06/2023

  The shipment is out for delivery today. This is a freight shipment and it appears the freight company tried to schedule delivery several times. Order number *********, T Force PRO#*********.
  

  Customer response

  10/06/2023

  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

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am order online towing mirrors and they sent me in original box and *** installed but you dont se nothing on the mirror and towing mirrors isnt working so unusable so Im returning before i make calls to talk to them and give me instructions how return Etrailer charg me $25(for return) for shipping to me charge $7 They told me *** charge like that All of that cost me $77 and refund got $52 Thankfully ****

  

  Business response

  10/04/2023

  We apologize for the frustrations and confusion around this concern, we have reached out to ****************** directly to discuss and resolve the issue. 

  Customer response

  10/04/2023

  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

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  09/23 Ordered mud flaps on line.Received the wrong flaps Ordered for a 2020 **** and got them for a ***** Called to return 1. They told me they did not sell a set of four that I got 2. They could not email me a return label but I could email to them 3. Waited for them to mail a return and then got a letter stating I would have to pay the return fee $31.00 4. I got upset and the mail person said I ordered the wrong thing. I had all the info they needed. But it was my fault.

  Customer response

  09/12/2023

  Today I was contaceted and they want to split the shipping in half. I would pay $15.00. That is not my point. I can pay the money BUT they were not at all kind with the customer service I got. The right person needs to be updated on how this was handled. They are saying with all the numbers they looked at I ordered the wrong mud flaps. I DID NOT.  Some how they shipped the wrong ones and will NOT say they did.  **************** is NOT what it used to be. Sad

  

  Business response

  09/19/2023

  We apologize for any frustration or confusion this situation has caused, the order has been returned and a full product credit was issued to the original form of payment on 9/14/2023. 

  Customer response

  09/19/2023

  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

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a receiver hitch wiring connectors and connector mounts on order *********** For a 2021 Blazer 2LT, product was advertised as direct fit bolt one equipment. Paid $234.56, when product arrived and instillation began mounting hardware was incorrect to, too large to fit vehicle as shown in instructions. After finding this, measured frame of receiver hitch against bumper of vehicle after attempting to fit receiver hitch in proper placement. The hitch that was sent and shown to be a bolt onis a straight frame 2in hitch. The straight frame design does not fit in rear bumper without permanently removing 2 bumper supports after removing supports there is nowhere to attach the bumper to the hitch to resupport the bumper. Used a dial caliper to measure hardware and access port to install hardware as described in instructions took photos of access port diameter measurements and hardware diameter showing the hardware will not fit without vehicle frame modification. Took photos of hitch mainframe and location of hitch mainframe position in vehicle to show a square straight frame will not fit without modification. Sent all photos to ***** * ************* and ******* * ************* was in communication with **** * for return, once product was return even with photographic proof that it was not as advertised as a bolt on application only received $145.83 in refund with company stating that it was the correct application and hardware missing ( all hardware was shipped back in box, some of the boxes were not even opened, along with wiring connectors and wiring connectors mount still in the seal packages sent to me. Chevrolet sales a custom shaped hitch for the Blazer.

  

  Business response

  09/11/2023

  We apologize for the frustration this situation has caused. We have reached out directly to *** ********* to resolve the matter. 

  Customer response

  09/11/2023

  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.
  

  I was contacted by the company and was refunded 88.00 of the remaining funds. This will work to resolve this however, I will not recommend this company to anyone or use them again.

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a Tekonsha ***** trailer harness specifically for my vehicle from etrailer.com Installed the harness a couple of months later, but it did not work properly (no running lights and brakes were on when they shouldn't be). Note that the installation is fairly time consuming. Contacted the seller and spoke to **** (e-trailer) who said they cannot accept a return yet. I will need to get a warranty replacement first and check if that helps the problem under the 1-year warranty. I reluctantly agreed. The replacement did not work either (had to spend another couple of hours removing the old harness and installing the new one).I contacted e-Trailer again. Spoke to ****************** this time. He said **** was wrong that I can get a refund and asked me to contact the manufacturer and provide proof from the manufacturer (Tekonsha) that the product is defective/incompatible with my vehicle in order for them to issue a refund. I did that and sent to the manufacturer pictures showing that the harness does not have the pin-out they expect compared to my vehicle connector. The customer service rep from Tekonsha stopped communicating. I called and spoke to another Tekonsha CS rep and he said on the phone that in this case they cannot do anything. E-trailer is saying it is not their problem either and since I am outside of the 60 days from purchase, there is no refund. I think that selling a product that does not work at all as advertised and refusing to take it back is a bad company policy. They should be the ones dealing with their suppliers on products defective "by design". The way this harness works is also a serious safety issue. In addition their CS reps provided contradictory information in regards to their return policy.

  

  Business response

  08/15/2023

  We are sorry to hear of this issue by the customer. A credit of $286.89 has been issued to the customer. Please be aware that we have a 60 day guarantee on our products and this was outside of that window. 

  Customer response

  08/16/2023

  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.
  Please note that the credit issued covers the entire purchase and not just the cost of item in the complaint.
  

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

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 07/18/23 I placed an order for trailer brakes and a trailer brake controller (order *********). The order was received on 07/21/23, but it was the worst packing I've ever seen. The trailer brakes were thrown in a box on top of one another with only a small piece of packing paper around them for cushion, and one piece of flimsy tape was used to seal it. The box barely made it to my house in one piece, and several of the brake components were dislodged and had to be put back in order. The brake controller box was thoroughly smashed from the brakes jostling around and crunching it during shipping. Since I was able to get the pieces realigned I figured I wouldn't send them back, but I quickly realized they were actually the wrong size. When I went to eTrailer.com, the site made me enter my trailer information and then it returned my search with one option for brakes. I assumed these were replacements since the page said it was a match for my trailer (2013 Starcraft AR-one 15RB). The brakes I received were .75" wider than the ones I had, which means the drum wouldn't fit over the new ones if I had installed them. I was skeptical they would have worked properly anyways from the terrible packing, but now I needed to replace them with the proper sized brakes. On 08/02 I initiated a return, but would be deducted $38 from the refund due to charging me the return shipping. I think it's completely unreasonable to charge me the return shipping on a product that was shipped terribly to begin with, from a site that directed me to that product and told me it would fit my trailer. I received a partial refund of $125 on 08/08, but believe I should be refunded the return shipping as well due to the terrible original packaging, and also the misguidance in fitment. **************** was completely unwilling to help, not matter how much evidence I provided to them.

  

  Business response

  08/15/2023

  The customer has been refunded $38.05 for price of return shipping. Please note, that is not our shipping, this appears to have broken open and the shipping company attempted to put it back together, we staple our boxes.

  Customer response

  08/16/2023

  I have been contacted by eTrailer and a full refund has been issued. I wish to close and resolve the complaint. Thank you to eTrailer for the prompt response.

  Customer response

  08/16/2023

  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

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Never received what I ordered. At their suggestion, I requested a refund. Now they are ghosting me. Out 79 bucks. Scammers!

  

  Business response

  08/09/2023

  We apologize for the frustration this order has caused, the original order ********* was shipped out on 5/1/2023 under tracking number ********************** which show delivered to the provided address on 5/4/2023 9:23am at the mailbox. Upon connecting with Mr. ********* as a courtesy we reshipped the item as he had stated it was not delivered the second shipment was sent under tracking, ******************. This package shows to have been delivered to the provided address as well 5/20/2023 9:06 am at the mailbox. 

  We have reached out to resolve directly with the customer. 

   

   

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received order number *********, which included a vertical 2 inch hitch receiver, on July 7, 2023. The same hitch receiver is on Amazon with terrible reviews stating that the hole is not drilled in the standard position for a 2 inch male insert. However, on etrailer, the hitch presented (which is by the same manufacturer) has glorious reviews of proper fitment. I find this very odd. I received the package and in fact, the hole was not in the proper position. Similarly, the lift that was ordered (also with glorious reviews) was flimsy at best. I feel misled, and after further examining of the etrailer site - I have read multiple bad product reviews on items that were on my purchase list - only to find them erased shortly thereafter. Does etrailer cherry pick reviews? Delete the bad and keep the positive? I returned the entire order, it was received by etrailer on 7.14.2023 - I inquired about the return of the funds to my bank card only to be told that I would be refunded in 14 days, MINUS $104.00 for the return. I do not believe this to be just. The issue with the products and reson for return is NOT a fault of mine and I feel that I should not be penalized. I request a full refund and there is no reason to hold customers funds for 14 days unless etrailer is paying interest. Regards

  

  Business response

  07/24/2023

  We have reach out and spoken to Mr. Fadly directly to resolve. We apologize for the quality not meeting expectations and for any inconvenience or frustrations this may have caused. The return was accepted within our location and the refund was issued to the original form of payment.  

  Customer response

  07/31/2023

  Money has been refunded in full.

*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. ↩