etrailerReviews 18,895

I placed an order for a trailer hitch for my SUV. I entered the SUV's year, make, model as requested. The system showed two hitches to order. I selected one of them and continued on to place the order and enter the payment info. After all this was completed I got a confirmation of my order and I noticed the information for the hitch didn't match to my vehicle. After determining that the wrong hitch was being shipped, I immediately cancelled the order online. Sometime shortly after I cancelled the order I was sent a confirmation email to verify I wanted to cancel the order. This verification sent by email was only good for a 30 minute window. When I clicked on the verification button the time limit had already expired so then I had to call CS to cancel the order. The CSR said it was cancelled but it would take a couple of days to credit the money back to my card. Two days later I received an email stating the part had shipped with tracking information. I again notified them by email and called that the order was had been canceled. I was instructed what I needed to do. I had a hard time digesting that since they had shipped the wrong part and now they was asking me to correct their error. I was a shipping manager for 15 years and a recall could have been issued on the shipment to bring it back. Apparently their shipping department wasn't aware of this procedure. Shortly after our conversation I received another shipment notification that the shipment had been delayed. Finally yesterday morning (Sat) I received another email stating the package delivery will be Monday. This is Saturday - I go to the mail box and the package is laying in front of the garage door.
In order for me to get refunded my money for someone else inadequate ability to do their job correctly I have to label the package, loaded in my car and transport to the local UPS 15 miles away. Great Job ETrailer I will never go on your site or even recommend you to anyone. If your parts are anything like your service I am convinced that it would have been any good either

I ordered a roof rack and trailer hitch for my car with a side loader for my kayak to work with the rack on April 4th. I didn't get notified until I gave them over $1200. 00 that the side loader was not in stock and wouldn't be until the 12th but would ship that week. One of their employees looked at the order and offered me a lesser quality version side loader in stock, which I declined.

The 12th came and went and didn't hear a word from them. I looked at my order again on the 15th, and it looks like my part came in on the 14th, but they have moved my ship date to the 23rd. I called to ask why and to ask why they didn't just ship the other stuff on the 4th when I ordered it and ship the other part (because it's really just an accessory after all) when it came in. They told me they don't do that, so I asked if I had canceled my order and just ordered what was in stock and then ordered the other item; if that should have been how I would do it, and they said yes.

Their unwillingness to work with me after spending $1200 with them because of some extra shipping? I'm very tempted to cancel the order and try to find everything somewhere else. I will not be doing business with them again.

W

Upon the response of the agent on what unit I needed it is the one I ordered. However, my question was if the side cameras are plug and play or do they needed to be spliced in. The side cameras I received have to be spliced and not a "plug and play unit". The agent needs to be more educated on the merchandise. If you don't know the answer say so.

Samuel from Etrailer.com helped me choose the correct roof basket... I almost purchase the wrong one!

I contacted etrailer with a question about my grey and black lines on a travel trailer. I received excellent feedback. Now I think we can order the correct part to fix our issue. Thanks for your help Eric

Product arrived on time but did not contain the bolts to attach. No apology or quick solution from customer service. Also, directions and videos were incorrect to install on my 2021 Tiguan..

Update 3/30/21-Thanks to Crystal for calling me and helping resolve my issues. I am very pleased with the outcome.

I ordered about $4,000 of gear for a trip I have coming up and with shipping delays I called ahead to check availability before i placed the order. One of them items was to be made at the time of order and the web site said 10 to 15 day lead time so I double checked by calling to verify and etrailer said it would be to me no later than 15 days (per a phone call they made to the manufacturer).
I received very good communication on all the items but one (the bed cover), so after 8 days i called just to make sure we were still on target for the trip i had planned. The news i got was not great, i was told it would be 30 days (twice as long as i was told) so needless to say it was not good news.
At this point i had received all the gear to mount to the bed cover so i asked to speak with a supervisor to discuss another option that would allow me to mount the gear i had as temporary fix for my trip.

Up to this point my frustration was that I had to follow up on the status of my order because most of the reviews I read said communications were great.
But as I sit here today I am on day two just waiting to hear back from a supervisor to discuss a possible solution that would allow me to use thousands of dollars of gear just sitting in my garage.

I understand shipping issues and supply chain problems right now but that has nothing to do with their ability to communicate.

I'll fill yall in on the details as soon i hear from etrailer.

I order tons of parts off the internet and this is the first review i can remember doing.

Jacob H outstanding response time. He answered my question in a timely manner and it was right on the money.

I ordered matching key compartment locks and even called to verify the order. My email order confirmation even says same key option. Locks came with three different keys. I called and Amy H tried to convince me it was all my fault and I needed to pay $35 more to get it right. After being harassed by Amy, I asked to speak with a supervisor and basically was told that I apparently didn't select the right way to order these locks. They do a good job at making a first time customer unsatisfied!

Kyle, thanks for the quick response it will certainly help me when taking apart my old faucet before ordering

Kyle was great in recommending what I needed as well as getting back to me very quickly. My complaint is the shipping time. It's been ordered a week now and it still hasn't shipped. Every day the shipping date is pushed back another day and this is getting ridiculous. I really need this item. I will have to cancel and try to find it somewhere else if it doesn't ship in the next day or two.

I had a questions regarding my Reese Fifth Wheel slider hitch and wanted to know if the legs at etrailer.com would work with the hitch. The answer was yes but the way the etrailer.com answered the question was great and allows others with a similar question the opportunity to review the question as well as the answer. Great job

I made an order in January and customer service claims they reached out to me. They never tried to call me. I constantly had to check tracking to find out it was delayed for 10 to 15 days more. I ordered multiple products, but they never even sent one of them because that would affect their shipping cost, that's a poor excuse and rather cheap of them. Overall, if your trying to save money these guys are the last ones you should go to.

I asked Kyle S. From etrailer.com if he knew what the actual range is for this Tire Pressure Monitoring System since there was/is conflicting information out there. He ended up calling the techs at In-Command to get the definitive answer. This system should work great on my 44' 5th wheel triple axle just fine.
- Dave

We are new to motorhomes and have had quite a few towing questions and TPMS questions. Etrailer has given clear and detailed responses to our questions. Shane was especially helpful with responding to our questions about TPMS systems.

I asked Jameson a complicated multi-part question in my effort to compare three similar items on etrailer's website. He got back to me with all the information I needed, which included contacting the three different manufacturers of the items to provide the information. Thank you Jameson (and etrailer).