Complaintsforetrailer.com

• 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.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order #********* for (1) DEMCO Tabless Base plate Kit $ 488.06 (1) Roadmaster Diode 7 wire to 6 Wiring Kit 142.57 (1)Roadmaster Falcon 2 Tow Bar 675.94 Sales Tax 99.29 Total $1405.86 Order placed on 6/2/2023. Upon inquiry was told DEMCO Base Plate would not be delivered until the 26th (approx) 3 weeks. Received Base plate on 6/23. Installed on6/26 and noticed that tow bar would not connect to base plate because of incorrect arms on tow bar and that I would need an adaptor for $124 + tax and shipping and that they woul not be available until 7/1. I completed their questionaire and was sent information on parts based on my vehicle. Why wasn't I informed of the need for these adaptors? No $$ value for the ones? This is a bait and switch!

  

  Business response

  06/30/2023

  We apologize for the frustration this situation has caused, we have reached out and worked with Mr. ******* directly to resolve.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 7th, 2023 I ordered 3 ***** locking t handles. I paid additional for expedited shipping as I was traveling and only had a few days I was going to be at this address. etrailer shipped the order past when it was originally scheduled resulting in the order arriving after my timeframe. I immediately contacted customer service and was effectively told too bad with no offer of compensation for expedited shipping. A week later I was in the area so I went to the address they had shipped to, 50 miles out of the way of my travels at that time to find *** had not delivered the package as stated. I again contacted etrailer support and was told it would be investigated and I would be contacted. I again informed them that address was temporary for that one shipment and I would not be back there again. The next day they shipped out a replacement to the same address without contacting me. I contacted them immediately, before *** picked up the package only to be told I could attempt to contact *** and redirect the package at my own expense. I contacted *** and was told the shipper is the only ***** that could redirect the package as they had specifically been told not to redirect packages for this customer. Now I am 400 miles away from a package etrailer sent to the wrong address when they were specifically told it was a wrong address.

  

  Business response

  06/28/2023

  We have contacted ****************** directly to resolve. We apologize for the frustrations this has caused and hope to continuing doing business with ******************* 

  Customer response

  06/29/2023

  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

  06/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a trailer ball for approx. $54 USD. The company advertised the ball as stainless steel which is shiny and does not rust. The item U received is tarnished and Made in China. Either it is low grade stainless steel or more likely some other cheap immitation. I contacted the company who ***** to refund the $54 USD. However, the Seller wants me to pay for return shipping. If I do that it will cost me more, as an individual with no ****************** rates, to return to the Seller than the part itself. This matter can easily resolved if the Seller would refund the $54 USD which they already agreed to do PLUS send me a prepaid shipping label so that I can return the part back to them.

  Customer response

  06/27/2023

  Good afternoon,

  Please cancel the complaint.  I also had filed a complaint through PayPal.  Nothing was getting resolve through that medium either but I escalated to file a claim through PayPal and was offered a full refund today. Consequently, please cancel/close this complaint.  Thank you for your assistance with this matter.  

  Kind regards,

  ********

  

  Business response

  06/28/2023

  We apologize for the frustrations and inconvenience this has caused. We have worked with **************** directly to resolve the issue and concern. 

  Customer response

  06/29/2023

  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

  06/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I spent over $100 on one simple little part for a ladder rack. I was originally told it would arrive around the 19-21 and I placed the order on the 13th. I never got a confirmation email after about three days so I called the company and got that part figured out and he told me the item was not in stock but it will be and I would be receiving it the by the 26th without a doubt. Great, no worries. This morning the 20th rolls around and I checked my order to see the status and the item had been picked up but it says I wouldn’t receive it until the 30th now. And later this afternoon it moved to he third. I called customer service to ask what was going on and they showed little to no remorse and had nothing but excuses as to why it would take over a week to just ship a package that has already been taken off the shelf. ABSOLUTELY RIDICULOUS. I will never be dealing with this company again with this lack of professionalism, integrity and responsibility for their actions, or lack of actions in this case. Any other company would work their ass off to make sure they fulfilled their promise of arrival date instead of make excuses as to why they failed and refuse to fix it

  

  Business response

  07/18/2023

  We apologize for the delay in shipment of your order, we were awaiting fulfillment in which was delayed from the manufacturer. We were able to fulfill one order while unfortunately the second order was cancelled per request due to delay in fulfillment. This is not a typical etrailer service experience and we hope to do business with you in the future. 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a Rhino-Rack system from etrailer on 6-19-2023 with a estimated ship date of 6-21-2023, checked status of order 6-20-2023 and the estimated ship date is now 6-23-2023 with the item in stock. I called to inquire and was told if I needed it sooner I could pay extra funds to be put in the front of the line. Why advertise it, if your not going to back it, if I wanted it in the time they listed I could pay to be in front of the line. Just seems like some shady business tactics, if you dont want to offer free shipping then don't but trying to cover the cost on the backside isn't right. Sad part is if this would have been upfront I would have paid for additional shipping.

  

  Business response

  06/20/2023

  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. We are currently experiencing an influx of orders and doing our best to ship within the estimated timeframes, we provide the best estimated ship date at time of order to help give and idea of ship and delivery timeframes. We do update the orders regularly to ensure we keep up with communication if delays like this are encountered. We will be reaching out to Mr. ******* directly to work toward best resolution. 

• Initial Complaint

  06/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I live in a fifth wheel. My microwave went out. I trying to find one to fit my cabinet. I made my mind up on one #********* - Greystone Standard RV microwave. I ordered it online and got an email from ***** * saying that ****** (don't know where this came from) and would be ready to be shipped on June 19. He said he could order me another one (GR*********) which was identical and the trim was stainless steel and the cost was more than I wanted to spend. On June 16, I get an email saying your microwave only has shipped. I didn't like the wording so I called them and they said that I would get it without the trim. I ran an errand and came back and the microwave was sitting on my porch. It was damaged. Now I have a microwave without a trim and doesn't fit the hole to fasten to the cabinet  Order# *********.  I want the black painted trim on the ad included with the microwave.

  

  Business response

  06/22/2023

  We apologize for the frustrations this has caused, we have reached out directly and resolved the concern. 

• Initial Complaint

  06/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Last winter, February 7th to be exact, I purchased from ETrailer a 12 foot Solera Family Room tent fabric product to create more usable room outside my camper. This Falmily Room add-on to my camper cost me near $1000.00 and I could not complete installation for my up-coming camping vacation because of a missing part. Due to the cold weather and/or wind, rain, and snow, I waited to install it until the weather became less inclement. It had either been too cold, or windy, or rainy, or snowy, in addition to my health not being as it used to be to install it earlier. I waited for warmer weather with little to no wind so the fabric panels don't blow all over during the install.This past weekend the weather was calm enough and I attempted to attach the Family Room to the camper. In doing so I found that the mounting hardware did NOT include a "left-side mounting bracket" to attach the left side wall of the family room to my camper. The hardware bag did however, contain TWO "RIGHT side mounting brackets". I contacted Etrailer and although the customer service rep seem pleasant and helpful enough at first, (******** her name is), abruptly cut off the chat saying "It'd been over 60 days and we can't help you." She sent me a copy of their policy but it says nothing about replacing missing hardware. I am NOT happy with their customer service nor do I appreciate being cut off that way. All I needed was a replacement left side mounting bracket to complete the installation of the Family Room on my camper. I want ETrailer to send me the missing left side bracket and I also expect an apology in writing from ********* (NOT FROM HER BOSS) for her unacceptable treatment of a customer who spent almost $1000.00 with her company.

  

  Business response

  06/14/2023

  We apologize for the inconvenience and frustrations faced with the incorrect parts and the way the concern was originally addressed. We have reached out and worked to resolve this directly. 

  Customer response

  06/14/2023

  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

  05/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a trailer hitch on Wednesday May 17th. I was sent an email saying that I was scheduled for a delivery on Thursday the 18th. I only live 2 hours from the seller. As of today the 25th I have not received the item. I have called them on 3 different occasions and have been told they have no way of controlling when I will get the item. Today I have called them again to find out where the hitch was at and they told me Spokane Washington and if I wanted to get a hitch in a timely manner that I would have to pay for another one and go get it myself… I explained to the representative on Tuesday the 23rd that I would have to get it by no later than Friday the 26th as this is the day I needed to hook up with the trailer I have to do a job I was hired to do. The rep assured me that I would have it by today the 25th… when I inquired about it today they said it was the USPS’s fault and they aren’t responsible for the shipping problem… this is unacceptable

  

  Business response

  05/30/2023

  We apologize for the inconvenience the delivery delay has caused. We reached out and spoke with Mr. ***** directly to discuss how to best resolve. We have sent a new shipment out via UPS under tracking number ******************. If the original shipment arrives we will send a pre-paid UPS label to have the additional order returned. 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The transaction occured on 05/16/2023 19:22:44 for the total amount of $53.11 (4.99 due to shipping charges). I had placed an order for an EX64FR and it showed it was processed by an employee named "George J" at 7:26pm. Today it shows on the order status that the order was cancelled at 7:22pm. It was retroactively edited and I did not receive any follow up emails that the order has been cancelled. The item I purchased is now being listed as $56.54 on the same website. I would be satisfied to have the item shipped for the original price I had paid plus free expedited shipping due to the time that has lapsed from the original order please. I appreciate it.

  

  Business response

  05/30/2023

  We apologize for the frustrations and inconvenience this situation has caused. We reached out directly to our customer and resolved the issue. A new order was placed and the original cost was honored.  

*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. ↩