• etrailer

etrailer

Overview

etrailer has a rating of 4.61 stars from 2,957 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with etrailer most frequently mention customer service, fast delivery, and bike rack. etrailer ranks 1st among RV sites.

  • Service
    380
  • Value
    169
  • Quality
    139

Proactively asks for customer feedback

This company does not typically respond to reviews

Positive reviews (last 12 months): 94%
Positive
1,797
Neutral
55
Negative
60

Instant Feedback

122
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What reviewers want you to know

Positive highlights

  • Thank you for your information regarding the Truck Mount 2-bike Rack for my 2015 Lincoln MKZ.
  • The installation videos they provide are very informative and help get the job done correctly.

Critical highlights

  • I again contacted customer service and requested hardware be resent.
  • Here we have a trailer Hitch company that have no trailer Hitch.
How would you rate etrailer?
Top Positive Review

“I'm old, fairly mechanically inclined, totally inexperienced...”

MrDan
2/12/24

I'm old, fairly mechanically inclined, totally inexperienced with rebuilding RV trailer hubs/brakes... but seeing the required parts listed along with videos of their installation/adjustment gave me the confidence to do this job. It appears my outer bearing caved in and caused major damage but, thankfully, it came apart as I was backing into my driveway AFTER towing the trailer across a major lake dam and through some complex road construction! Thank you, God!

Top Critical Review

“The website is absolutely horrible, I had to pay extra...”

No
1/12/24

The website is absolutely horrible, I had to pay extra for shipping because my first attempt at ordering wasn't processed and instead of sending me an email to let me know you called me from a number that looked like spam so I ignored it. It seems like you guys don't want people to place orders with you based on the website. I will only use etrailer when I have to unless the website and ordering experience is updated.

Reviews (2,957)

Rating

Timeframe

Other

Reviews that mention popular keywords

customer service (842) bike rack (106) installation videos (200) roof rack (54) trailer hitch (133)
Thumbnail of user richardf2204
1 review
0 helpful votes
May 17th, 2023

We purchased a spare tire mount for $745 4 days ago and haven't received it yet. We now see the price is $697, but they will not issue a credit for $50. They said we could return this heavy item for $50 and then they would send us a new one at the new price. We asked if they would pay the freight for the return and were told NO. Zero stars for customer service or customer retention efforts. You just lost a long time customer...Amazon...here we come.

Tip for consumers:
This company will likely end up like so many others....they may be competitive on some pricing, but their customer service and return policy stinks.

Products used:
spare tire rack.

Service
Value
Shipping
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Quality
Thumbnail of user bobh1449
1 review
0 helpful votes
August 17th, 2022
Verified purchase

Bought item that the website shows will fit my vehicle (see pic). Once received I find out it doesn't fit. Called them and Robert (rude and condescending) said since I did not call them to order then I have to pay for shipping to send back. Even tried to walk him through the steps I took to get to the product and all he can say is "that's not what my phone does."
Absoulutely terrible customer service. Turns out after my experience I found it a bit cheaper anyways on Amazon so almost covered my shipping expense back to etrailer.

Tip for consumers:
Call...do not use website...especially using you cell phone.

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Value
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Thumbnail of user mitw
1 review
0 helpful votes
December 2nd, 2020

Called multiple times for the part I ordered. It could not be tracked and they claimed that "the label must be damaged" and asked that I call back after 10 working days (we live one state away)... pretty sure it does not take 10 days. Really disappointing and pathetic. I would not order from them.

Thumbnail of user michaelh5118
1 review
0 helpful votes
March 23rd, 2022

I ordered 2 quick clamps for my Thule cargo box and after several months waiting they arrived damaged the spring was broken on 1 and unusable. The other had bent tabs and I am not sure it would work. We contacted customer support and after many emails, sent videos and photos they said it was not their problem and they would not take a return or give a refund. Won't be shopping there again

Service
Shipping
Returns
Thumbnail of user jaimem364
1 review
0 helpful votes
March 5th, 2023
Verified purchase

Worst company to do business with. They sell you products that don't fit your car and they want to bill you back shipping charges for returning their stuff. Stay away from this people. Totally unethical business practices.

Products used:
Wipers

Service
Value
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Thumbnail of user suzanneg152
1 review
0 helpful votes
August 11th, 2020

We spent over $300.00 and received our order within a couple of days. We ordered a smaller item On August 1st 2020 and as of August 11 it has still not been received by USPS. I called and they said because it was a light item they ship it Economy (which I paid for) and it may take up to 14 business days to receive. I will no longer be shopping with them.

Thumbnail of user carterr39
1 review
0 helpful votes
October 27th, 2020

Super long ship times, but finally received product and after the long wait it doesn't fit. Website says it will fit, customer service said it won't fit and now they are charging me to return the item. WTF!? Have to file a claim with my cc company to fix this 2 month long disaster. Do yourself a favor and shop somewhere else.

Thumbnail of user arty8
1 review
0 helpful votes
October 8th, 2021

Order # ********* - Thule hideaway awning TH******* and adapter TH******* placed on 9/25/21. Both are in stock as advertise in etrailer site. I emailed on 9/29/21 to follow up without response from etrailer. Called on 9/30/21 was told both are in stock but short of driver to ship it out but will be shipped out on 10/6/21. Called on 10/8/21 spoke with Caroline indicating both are not in stock, shipping of both items are coming in next week. Needed this items so bad for up coming family trip. Waited for nothing. What a waste of time waiting, so disappointed. I would never ever shop here again.

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Thumbnail of user chrisf766
2 reviews
0 helpful votes
January 24th, 2023

Based on the reply it's obvious the instructions I was sent with the part were woefully wrong and inadequate. The "expert" help just sent my a copy and paste without actually answering my question.

Yes, I know lengthening or shortening the unit is how I make adjustments but no one has answered as what the steps are to perform this task. So in the end I still
Have a right pull and still don't have the step by step in order to change the length
Of the unit after it's installed.

Service
Shipping
Thumbnail of user johnb6599
1 review
0 helpful votes
April 10th, 2021

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.

Service
Value
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Quality
Thumbnail of user brandonp345
1 review
0 helpful votes
October 18th, 2021

Communication seemed to be good as I would get regular updates on a "manufacturing delay" however when I was able to procure same item elsewhere (3 months later), the communication turned to "it's not our problem, I am going to cancel your order" do yourself a favor and order your stuff through a different vendor

Thumbnail of user jonathanr679
1 review
0 helpful votes
July 18th, 2021
Verified purchase

Avoid this place at all costs. I ordered two items from e-trailer Yesterday (this is my second order with them). During checkout it was very hard to find where to enter a referral code I had for 5% off. I thought it might be on the screen after you enter your card since some sites do that so I entered my credit card info and hit continue. There was no indicator that it would actually order the item but it did. I immediately looked for how to cancel the order and was unable to find a button to cancel it when I clicked manage order, it only allowed me to email myself the invoice. I send customer support an email within 3 minutes of the order asking to cancel that order (their phone wasn't working because it wasn't within business hours). I went to the checkout process again and finally found where I could enter it. Thinking they would cancel that order since I just placed it, I placed a new one with the referral code and sent them another email saying that and to definitely cancel the first one.

I got a response today (Sunday). They both shipped today and they can't do anything and now I have to pay for return shipping. So instead of saving 5%, they now are charging me $20+ for the return and I have to go through all the hassle of shipping it back. I went back and forth talking with Amy E. And she was unwilling to help me out at all and was very rude. She would not listen to how I tried multiple times and could not find any way to cancel it and how I emailed them immediately and attempted calling a few times. On top of all this she said they would issue a product credit and not even refund me. I'm going to have to take this up with the credit card company now to make sure it gets refunded.

Their website makes it look like they care about customers by saying how many calls and emails they respond to, but I've found out they really don't care at all. It's amazing a company can still get away with customer service like this. Buyers beware.

Tip for consumers:
Don't buy from here

Service
Value
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Thumbnail of user angelo85
1 review
0 helpful votes
March 29th, 2022

Ordered Feb 9. Delivered March 7. Only received 1/4 of the parts. After a lot of back and forth they re sent delivery. Just received on March 29 in a falling apart box with the product scraped down the metal and no hardware to put it together. Over a month and a half and I still don't have a ladder rack on my truck. This has not been a good experience to say the least. I can say customer service is very nice and try to help. But seem to have a big disconnect from warehouse to shipping. Hope they fix this soon. I'm feeling like $1000 down the drain

Thumbnail of user jimmym273
1 review
0 helpful votes
May 6th, 2021

Ordered a couple of trailer brackets on 19 april, they said they had my parts in stock... as of day before yesterday they had not been shipped. Todays the 6th of may, still no parts. Wont buy from them again.

Service
Shipping
Thumbnail of user bf217
1 review
0 helpful votes
August 31st, 2020

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.

Thumbnail of user susans1168
1 review
1 helpful vote
August 14th, 2019

UGH! After waiting 2 weeks to find someone to install I was told it was for the wrong car. My garage has the right car, but the website let me easily order the wrong item.
Customer service claims "something small shows up and says it is wrong, but it is easily overlooked." After arguing with customer service they are sending me the right hitch. Don't order on line - call them to get the right part or use someone else.

Thumbnail of user myronc38
1 review
0 helpful votes
November 27th, 2020

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!

Thumbnail of user davidd1780
2 reviews
0 helpful votes
June 6th, 2020

I ordered 2 washers for my boat trailer and tried to cancel the order within 2 hrs. I was told i could not cancel because it had already shipped. The tracking said otherwise. It has now been over a week and the package still has not arrived. Needless to say I won't click on etrailer agian.

Thumbnail of user johnt1042
1 review
1 helpful vote
August 14th, 2019

Purchased a hitch for our 2017 Kia Sedona. It arrived both damaged in transit from UPS and also had a large number of scratches that someone attempted to cover up with a Sharpie. All they offered was $10 to cover the purchase of touch-up paint and would not replace it with a new one. To be fair, I did have to install it right away because I needed the hitch for a bike rack and couldn't wait for a replacement. But since I installed it they wouldn't take it back even though it was damaged before I got it.

Thumbnail of user richardc1688
1 review
0 helpful votes
June 13th, 2020

I purchased about $150 worth of items on line on June 1st, and got "free shipping". The site said shipping within 10 days, but didn't say the fee shipping would be much, much later. I've tracked the item and the site said the items are being gathered, but it won't be SHIPPED until July18th. Totally unacceptable. I'll never buy from them again.

Thumbnail of user alexiss496
1 review
2 helpful votes
September 27th, 2022

I recently purchased two mirrors for my ram 1500. They were delivered yesterday and I see that one mirror is packaged nicely and is brand new. And the other mirror came in a box that is completely destroyed and torn open, is labeled RETURN and is USED AND BROKEN. If I spend $400 on items, I expect them to be brand new, not destroyed. Now I have to inconvenience my life and ship this garbage back and wait for a new replacement item. All because their workers are negligent and lazy. Terrible unreliable company. Spend your money elsewhere.

Tip for consumers:
Don’t.

Service
Value
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Thumbnail of user davidb7868
1 review
0 helpful votes
March 23rd, 2022

I've been buying from eTrailer for quite a few years without issue. But that all went down the toilet with this past order. I ordered brakes and replacement hubs for all for wheels on my toyhauler. I placed to order on the phone March 7,2022 where I was very clear with muy only questions... "Do you have them in stock and when can I expect them?" The answer was yes they are in stock and you should have them in 4 days. This was great as I had our first season outing planned for the first weekend in April. For about $20 more per set I could also have them in 3 days from Amazon Prime. Since there was plenty of time the extra day wasn't worth the cost so I placed the order.

Well now its March 23rd and i still haven't gotten any of the order. The current story (probably fiction) is they will ship to me sometime in mid April. More than two weeks after I need to have them. These people flat out lied to me about having them in stock. I am through with eTrailer.

Products used:
Nothing so far.

Service
Value
Shipping
Thumbnail of user tiffanyr365
1 review
0 helpful votes
June 28th, 2021

So where do I begin. March 2021 I ordered two items estimated delivery June 8. Sometime about June 14 I realized I haven't received any notice so I checked on my order status one item was in stock the other was not. Wow no one had the courtesy to send a note saying partial delivery was available? So I find it myself and I separate the order and asked for them to delivery. Answer: no problem will send you a notice when it's going to be delivered. Wait for five days no answer no notice call company was told it will ship I'll keep an eye on it and let you know when it ships shouldn't be more than a week. Three days later I check on status no problem it's in stock you should be getting it it should ship soon. Few more days go by I check my order status online it now says that both my items are not in stock. What bull$#*! is that! I call the company oh there's been a problem there's 29 in the warehouse so don't worry I'll take care of this I'm going to send a notice to the shipping department. I called the next day Monday to see if they've straightened out the problem. I am told that my 2 items are no longer in stock. Excuse me but that's total bull$#*! when they tell you that your orders in the warehouse and all of a sudden now it's not after you've waited 3 1/2 months. All I get is sorry. Where was the other 29 in stock? I'd hate to have the girl on the other end of the phones job!

Service
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Thumbnail of user johnf1466
1 review
0 helpful votes
October 24th, 2019

I asked for the bearing set for a 1988 Ranger Bass Boat trailer. And was told to basically measure them myself to "make sure". This sites "experts" use the same advice to everyone who give makes and models of trailers... I didn't know it took a lot of education and training to tell people to measure them yourself.
My boat/trailer are stored 1.5 hours from me and not something I wanted to leave disassembled to come home with measurements and wait for an order to arrive.
Whites Marine a small eBay retailer knew what bearings I needed and I confirmed their information through a link that had my specific year owners manual. Etrailer is a sham with no real customer service or resources and leaves that all to the customer to measure/decide if the right bearing/race combo is correct.

Thumbnail of user kevinq270
1 review
0 helpful votes
July 8th, 2021
Verified purchase

Ordered a hitch from Etrailer. Took 3 days to get to me. Arrived looking like it was dragged behind the UPS truck. NO paint left on the hitch top or bottom edges. DIDNT hold Etrailer responsible. Held UPS responsible. Etrailer refunded $15 for me to repaint (A brand new hitch). UPS decided they handled it wrong and sent the money back to Etrailer. Etrailer said they are keeping it. So they get paid twice (minus $15). I do a lot for work for nothing. And end up with a scratched up hitch. SNAFU.

Tip for consumers:
Dont.

Products used:
Trailer hitch

Service
Value
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Sitejabber for Business

Gain trust and grow your business with customer reviews.

From the business

The trailer hitch and trailer parts experts. We have 75 years in quality customer service, and can help you find what you need for your towing, RV, marine, off-road, performance, and outdoor adventures. Shop products from over 400 brands using our content including: original photos, installation videos, detailed products descriptions, expert questions, help articles, reviews and so much more. Our fit guide has over 3,800 vehicle and 2500 RV entries of custom fit items, all you have to do is enter your information.

Business History

Our company dates back to 1946 when we were founded by Henry Bross as a small family business. First an R. V. park and then a service station with the intention of serving the local neighborhood, a need for quality parts and accessories at an affordable price quickly became apparent. The company began growing to serve an ever larger market, and in 1976 we constructed a massive new showroom, warehouse, and installation facility that quickly became a regional destination. Customers began traveling from all of the surrounding states to get the supplies they needed and were unable to find locally, or for a fair price. We have always maintained installation facilities staffed with experts, to make sure that the parts we are selling are of high quality and work the way they are supposed to. With the advent of the internet, our company made the natural progression to use our extensive facilities, experience, and expertise to begin serving a nationwide customer base. In recent years, we have added to our shipping, warehouse, and installation facilities to make sure that we are always able to serve our customer's needs. Now in its third generation, etrailer.com has kept the dedication to quality and service you expect, while growing to be the leading retailer of custom fit towing parts and vehicle accessories.

etrailer.com accessories warehouse
Massive warehouse, shipping, and installation facilities along with employees and management that have a deep history and passion for automotive accessories means that etrailer.com is able to deliver the top quality, custom fit supplies you need at a price that will fit your budget. We use our decades of experience to make sure the parts we offer are of the highest quality, and from manufacturers that can be trusted. We use our enormous buying power, modern facilities, and efficient shipping networks to make sure the prices you pay are as low as possible.

etrailer.com towing parts warehouse
Our modern installation facilities allow our expert installers and customer service representatives to actually install and use the items we sell. This means that if you have a question, trouble with an installation, or problems using a part, you can get real help, from a real person, with the expertise needed to solve your problem.

etrailer.com is the world's leading online retailer of custom fit towing accessories. We carry thousands of vehicle accessories, such as custom fit trailer hitches for over 3,800 different vehicles, performance chips, heavy duty towing supplies, bike racks, cargo carriers, step bars, tonneau covers, lights, car covers, floor mats. We also carry and extensive selection of trailer parts, R. V. Supplies with about 2,500 custom fit trailer, RV and motorhome items. We are continually adding to products and information to our site that will make your vehicle, trailer, or RV more useful and more fun.

Our decades of experience, with over 75 years in business and enormous buying power ensure that you will get quality parts, and excellent service, at a great price.

Company Representative

Thumbnail of user rachaelh41
Rachael H.
etrailer.com Customer Service
Typically does not respond to reviews

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