etrailerReviews 18,895

After sending a inventory availability question to customer support, I received a reply at approx 2345hrs that the items I question were in stock.

Excited, I rose up from bed, went downstairs to the computer and ordered the parts. Unfortunately, the following day, I received notification that the items were actually not in stock, we're on back order and no expected inventory date in sight.

Confused, I informed the service agent that I had received confirmation of inventory stock prior to ordering. Long story short, it was bad service, but with good intentions.

The service rep who responded to me does not actually have sight of inventory, so they should not have stated the parts were available.

Ultimately we did not purchase from etrailer and found a competitor who had on hand stock.

Overall, good customer service, this despite an obvious disconnect between sales and customer service personnel.

Maybe next time...

I ordered a drop hitch for my fathers birthday. The site said that is was in stock and would arrive in 4-6 days. A full week later I call to inquire why I haven't received a shipping notice; only for the customer service to tell me it is a back ordered item and they had already emailed me to say it is expected to be back in stock in 2 more weeks. Had to cancel. Ordered elsewhere and payed rush shipping. Pretty bummed, not the customer service I am used to from Etrailer.

I placed an order back around 20 October, site said all parts were in stock. Then the first contact came from them the same day saying one of my parts was not in stock and they recommended another more expensive one that would have also had me purchase additional parts.

A few weeks later they reached out to me again via email telling me they part was still not available and again offered me the same expensive part. When I called bull$#*!. A different guy hit me back saying he spoke with the company and the part was shipped to them. I would have it shortly.

Fast forward to a little over a week and again I get an email telling me the part is still delayed. This company is running a scam, and I will be reporting them to the BBB. I advice anyone thinking of ordering from them NOT too. If I could have given a negative star rating I would have!

While Rhino products are arguably the best racks in the business, Rhino falls short on providing dimensions for critical addon items, to include, dimensions once the addon item is installed. While not impressed with Rhino's accessories and dimensional shortfalls, I am impressed with etrailer's Conner who was able to, in short order, get me the dimensions I desired.

Bottom-line - buy the Rhino Pioneer Roof Rack with confidence because it is the best, DO NOT buy Rhino's accessories - either make your own light and solar brackets - or SLOW DOWN and email etrailer before you purchase. AND without doubt, buy from etrailer because of the GREAT people like Conner that are on staff to support your build.

Mike

I first called and inquired about some parts I was looking for. I spoke to a "new" female employee that was less than helpful. She was not able to help me and said she would have her supervisor call back. The call NEVER came. So I sent an email inquiring about a lift kit and brakes for my camper. I included the serial # and part # of my axel. George returned my message a couple days later with the part numbers I needed. I ordered the items and they arrived a few days later. Yesterday I dropped the axel on my camper only to find out that the lift kit George recommended did not fit my axel. Needless to say I was not a happy "camper". I called back yesterday and spoke with alyssa and she too was quite confused and not able to assist me. She said she would have one of the tech guys call me. So Tommy called last night and he was able to quickly correct the previous errors with the lift kit using the axel numbers I had previously sent. I then asked him to verify that the correct brakes were sent. Turns out you all sent the incorrect brakes also. Sensing a pattern here? Well Tommy was AWESOME! He was able to send the return label and get my new parts ordered and expedited Delivery. He was a gem to work with. Wish we had more folks like him in customer service. He deserves a raise but your other employees need WAY more training. Hoping all works out with the new parts. Thanks again Tommy!

This company epitomizes bad customer service and dishonesty. Ordered a sway bar for my rv that their site said would fit- had my mechanic put it on only to find it didn't fit. Called etrailer only to be told I would have to pay return shipping and incur a 20% restocking fee. I had issue with this and the rep was supposed to look into it never heard back called again got 3 more different reps sent picture to show item doesn't fit and that their site says it should still no one responded or issued me a return label I have come to the the conclusion that I will just be out $700 this company is horrible I do not know how they stay In Business!

I bought a Kuat Sherpa bike rack and have enjoyed using it very much. I now am planning to buy an ebike in the next month or so and wanted to be sure it would hold a 33-35 pound ebike. Jameson emailed me right back and said he would do some research and after a few days got back to me and let me know that the Sherpa would hold up to a 40-pound bike. This is not the first time I've used their customer service and my experience has always been good. I believe they try to treat their customers right. I'll be back!

I should start with I am a returning etrailer.com customer, and was very satisfied with prior transactions.

Recently, I ordered a couple of items from etrailer.com. One was a necessity, and the other was a decent item, but I intended it for a gag gift. I was emailed within minutes of my order notifying me the gag gift item was backordered and shipping would be delayed for one week (it showed available at the time of ordering). The email offered an alternate part that was almost 10X the cost of the one ordered?! I elected to wait the extra week, but this was beginning to push my deadline for the needed part.

After then shipping date came and went, I checked the status again. The order had been delayed again for the same part, but no notice from etrailer.com.

I contacted etrailer.com by email and after a couple of days was contacted by customer service. I was then told the gag gift item was no longer available at all, but they did have a similar part in stock in a different color, for slightly more money. I agreed to the new part and thought it was a done deal. I then got a call back stating I would have to cancel the entire order and re-order, if I wanted the new part. I ended up cancelling the un-needed part and finally getting the primary part shipped.

Now, it's more than 2 weeks after the initial order. The gag gift item is still being advertised on the web site as available.