etrailerReviews 18,895

Most positive reviews appear to be commercial. They must treat dealer accounts differently then the general public because there is no way you could maintain a business and accept the lack of service I received. I ordered a single $130 item which had a "being gathered" status for 4 days and still hadn't shipped. Please keep in mind that before ordering, I called and confirmed that it was in stock. How long does it take to find one item? Called customer service after 2 days and they could care less, telling me that standard service was 2-4 days before shipping. The gist of the conversation was that it was what it was... deal with it or pay $38 to expedite it. The 2nd time I called was on the 4th day, to cancel because it still hadn't shipped. I asked for an explanation and was told that I had to understand because manufacturers were closed down due to Covid-19 and didn't ship product which delays shipments. I explained that I first confirmed stock and asked how this affected my order. The representative ramped up the attitude explaining that they were busy and that it typically took 4 days before shipping. I explained that to was going to help them with their backlog and asked they simply cancel my order because I had ordered from TruckProUSA at a lower cost. TruckProUSA had my order shipped 4.5 hours after being placed. That is service. eTrailer.com seems to have gotten too big to care about non-commercial customer accounts.

I ordered an AC for my camper. Ordered on 7-14-20, it arrived at etrailer on 8-30-20. I got an email stating I needed to reorder and if there was a price difference (there was about $100) they would refund me after the order. They stated I had 48 hours to reorder to retain my original spot in line. There was no follow up with me during the delay in shipping till I contacted them (exactly the day before they said the order was in.) I have ordered thousands of $$ of product from them.

Other positive aspects of company/website are outweighed by their failure to alert you when an item you ordered and paid for is back-ordered and may not come for months. That happened to me with a bike hitch I ordered from them in early July 2020 (for a late August trip) for which their site told me the date, 3 weeks hence, that was my "estimated delivery" date. I reasonably took that to mean it may not come that date, or maybe even not that week, but that the seller has or has confirmed access to the item, and that I'm going to get it somewhere around then. Well, that turns out not to be the case. Now tomorrow's September 1 and I've been told they actually never had and still have no clue when the manufacturer will send them the item and thus when I'll get it. Had I known that was the situation, I would have ordered a different hitch that I could have received sooner.

Worst sales experience ever... customer service is unprofessional, pushy and provides no solution but the robotic scripted explanations... mariah on customer service does not offer solutions but she wanted to cancel my order and pushed for it even though i never asked for cancelation...
She just transferred me to a no end call because i asked for a supervisor... no ones answering because its not a real supervisor line... horrible!

Had a little trouble navigating to find out how to ask a question on e-trailer, need to improve the contact info for technical questions. I figured out to go to the product and go to the bottom of the page and ask a question. I was in need of the correct spring length for my trailer, I couldn't get anyone@ Eclipse to answer my question and E-Trailer provided me with their recommendation based on the measurements I had, everything worked out fine - Thanks

I believe I was sent an open box with used parts. I needed to have them installed immediately due to a large trailer I was supposed to pick up the next day. It appears that not only do I think it was a Used kit sent but the brackets were the wrong size and are to large to allow the wiring harness to be attached back to the truck, so now I cant use my truck. I reached out to customer service on a Sunday and it's now Tuesday and I still have NOT received a replacement kit or any compensation for this company "etrailer" mistake. I feel that the customer service is not great at all. They still have not made it right! The only reason I bought this brand and not firestone was because I read on other reviews that etrailer had good customer service but it appears that is NOT TRUE! BEWARE of this company. I have a loss of use to my truck and the Cost of labor! It's not cheap to get this kit installed and now it has to be uninstalled and a new one re-Installed, if I ever receive a new one! But I have not heard from customer service today! When will I receive a new one? Will it take weeks! I need it today! A new one should have been sent out Sunday or Monday but I have heard nothing about the company sending out a new Correct Kit! Please respond Etrailer!

I recently placed an order for a hitch. I utilized their website, and input the specifics for my vehicle (2015 Acura MDX) from the dropdown menus, and the site provided me with the correct hitch for my vehicle. About a week or so later I received a box which had numerous holes in it, and looked like it had been through a war. The contents were intact, however, the hitch was for a 1992 mercury villager. I called and advised etrailer what had occurred, and the person on the other end (who was pleasant) ordered the correct hitch, and advised me to send the other one back. I received a confirmation email which indicated that I may be responsible for shipping charges on the hitch I was returning. I called and complained, and was advised that the email was an automatic response, and I should received full credit for the wrong hitch since it was the company's fault. I boxed up the wrong hitch and sent it back. I received the correct hitch about a week later, and noted again that the box was completely torn up. Inside the box, the hardware was floating around the bottom of the box, and half of the washers and bolts were missing. I called etrailer and they sent me what was missing. I eventually received a full refund for the wrong hitch. Etrailer may be a good company to purchase from, but my experience with them was not pleasant.