etrailerReviews 18,889

I ordered 2 trailer coupler locks, keyed alike. They arrived 10 days later, not keyed alike.
I could find no way to contact the company online, so I waited on hold 30 minutes. The customer service rep who answered said he would send 2 new locks and a return slip for the original locks. I waited another 10 minutes for him to complete this.
When I asked who I could talk to about the time I lost due to their mistake, he said there was no one. When I said that wasn't acceptable customer service, he hung up on me.
I wouldn't waste my time with this company again.

Addendum 9/13/21: Fortunately, a customer service representative called and corrected the situation afterward. They did the right thing, but it was a hassle getting to that point. So, I upgraded my rating from 1 to 3 stars.

I ordered an in stock product on May 10th 2021. My CC was charged and I received the order notification and shipping notification on 1/3 of my purchase. Despite the other 2/3's constantly showing as in stock, ETrailer never shipped. I inquired with customer service multiple times and each time was told they would ship the next day but never did. My final inquiry on June 2nd 2021 was another run around about delays in the warehouse (these are weeks apart) and a denial that my CC was charged despite the charge appearing on a statement that had enough to get mailed to me the shipment was so far delayed. Still no acknowledgment, apology, or resolution. Had to report as fraud to my CC company.

We ordered at landing gear for our trailer on 4/26/21. Delivery was supposed to be 5/7. That date came and went and then delivery was 5/16, then 5/22, then 5/26. I called the company on May 17 and they said the item was in stock but they had no one in the warehouse to ship it. The person I talked to hoped it would be sent the 22nd for arrival on the 26th, but wasn't sure they could find someone to do the shipping by then. I called numerous other companies for the part and everyone said the item had been backordered for months because of problems getting steel. I am not sure if etrailer actually had the part and could not find a person to arrange shipping, but I suspect they really did not have the part in stock. I still do not have the part, but it is supposedly shipped and tracking information now estimates arrive on 6/3. We went with this company because everyone said how great their shipping was. That is not our case. Now we will have to scramble to get this part installed before our scheduled camping trip Something we tried to avoid by ordering early. Very disappointed in the company. I will not be shopping them again

HORRIBLE! I needed to order a tool kit for replacement parts on my trailer hitch in order to move the following week. I was willing to pay for the item and pay nearly that same cost to get it here on time. Montrel told me not to worry and that it was covered under warranty and would get it on time. A week later, no item was received. I called and was told it was given to Kurt and to call them w/ my invoice number. Kurt had no idea what I was talking about and to call back to etrailer. Finally, a representative told me nothing was ordered and that I need to fulfill my warranty with Kurty. I told him they do not recognize their invoice numbers. I was told I was SOL. They screwed me, no U Hauls available to drive this weekend and I cannot pull a trailer safely. Beware, their customer service representatives are clueless.

I really Apricate and Trust the support I get from Etrailer, they make it their job to know everything about the products they sell. They are quick to respond and easy to understand. Thank you for doing what you do.
-Dusty

So after I ordered they emailed saying one item was out of stock until June 25. I said ok ship when in stock but my other two items was in stock which I needed for the weekend. Days go by still haven't ship yet so I reach out by phone and they said o you wanted us to split the order? Well yes of course comes to find out that item wasn't going to be in stock until October anyways so I ended up getting nothing they held my money for the whole time still haven't returned over $600. It really doesn't make since why they thought I would want to wait until the one little item came in stock to get my whole order. Anyways I would NEVER ORDER FROM THIS PLACE AGAIN.

Just because they say something is in stock doesn't mean you will get it anytime soon. Every day the ship date move another day. I ordered from here because it said they would have it to me in 4 days. I even paid for express shipping because I needed it now. A week later and the ship date has changed to another week from now! Terrible!

This website provides trailer users a plethora of parts and options. Beyond this, they have an extensive "how to" and part selection tips knowledgebase. I had a question that was not covered and they responded to me in a matter of an hour. The used my question and their response as a new tip. This is such a smart way of building a knowledge base. In addition, they are set up to ship materials international at a reasonable price. Highly recommend them.

After waiting over a month for an item to be in stock. They tell me it will be 9 days before they can ship it. And 16 days delivery date. The item is in the wharehouse across the street from them. Nuts. Not too worried about customer service.

I paid extra for 4 day shipping. 10 days and three phone calls later the delivery was pushed back to three weeks. Agent on the could not of cared less about the issue. Their website still says new orders will be delivered in 3 days. The agent couldn't explain why it said that. Bad Business

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.

Shipped wrong wheel, and don't G. A. F.
0rder# *******
Order from elsewhere if you don't want to be ripped off!

Staff doesn't know what they're selling, didn't get a call back when they all said they would. When you call and they don't know they just push you to the next open person, who they say is a Technition haha, I've been given extensions to reach people I've already spoken to, and they don't work, I wouldn't recommend this company to my worst enemy, save your self some pain and suffering and go straight through manufactures. Oh and if the product they say will fit your vehicle doesn't a nice 48 dollar restock fee will be deducted from your return... never again E trailer..

I ordered a sway bar on 4-21-21 and the order said would be shipped on 4-27-21. It's now 5-2-21 and no parts yet. I called customer service and they said delivery should be on 5-8-21. A couple days later I looked at my order and it now says 5-17-21. The website said the parts are in stock, why so long to shipped them out. Its going to be almost four weeks. This is not my first order with etrailer, but it might be my last. They should have let me know the status up front, I might have understood.

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