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etrailer Reviews Summary
The company has cultivated a strong reputation for high-quality products and reliable customer service, with many customers expressing satisfaction with the ease of ordering and the helpfulness of detailed product information on their website. Positive feedback highlights prompt shipping and effective support from representatives, fostering customer loyalty. However, some concerns emerged regarding specific product fit issues and return processes, particularly with camper-related items. Overall, while the company excels in product quality and customer assistance, enhancing clarity on specific product compatibility could further improve the customer experience.
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Your expert said "it should fit", not good enough when we want to ship parts to Australia, I asked for some critical measurements that you couldn't or wouldn't supply, which would of told me if it would fit or not, might be all right if you just want to buy it off a picture, but then it might be like buying a big mac, it's not what the picture looks like.
I posed a technical question and received an answer that lacked the wisdom of experience at best and was so general that it read like a fortune cookie at worst.
Etrailer customer support was great. Jameson C. Gave me a great explanation of the different spring configurations I could use with my trailer using terms I could understand. His explanation ensured that I could buy the right product, the first time. He also pointed me to video demonstrations. I wouldn't hesitate to buy from them since they stand behind their responses.
Basically I asked if a coupler lock could be keyed alike with a receiver lock. ETrailer answered my questions with no problems. I have ordered parts from them before and all went well. I also enjoy reading their advise to responses from other customers questions. I believe they are there to help the RV'er as best they can. Thank You e-trailer!
Bought a wrong product that was 47 bucks. Went to return it and they let me print a label that they provided. I sent it back and all i got as a refund was $9. These people are ripoffs! My advice is buy from amazon before these people. At least with them you get a 100% refund. NOT ETRAILER! If u get what u want, great! But if you have to return an item, your screwed, THEY WILL RIP YOU OFF!
I ordered a very expensive replacement Sconce light for our RV and when we received it the shade had a large drip running down the middle so when you lit it up this ugly dark line ran down. At first I emailed with Robert. Back and forth many times, asking me for more pictures, etc. Finally I said can you just call me instead of all this back and forth. Well he called me and sat there silent... I had to say are you there? So rude. Like he was doing me a favor calling me back. Finally got new replacement today only to see again white swirls in the shade even though the picture of it doesn't show any shading, swirls. I refuse to sit on the phone 10 minutes again before anyone even answers.
Lori really made a mess of my experience.
I ordered a hitch, then quickly realized I should hold off for a month or two and asked CS if they could cancel my order- knowing that it was probably too late, as I know how drop-ship companies work. However, Lori emailed me back right away and said no problem, "your order is cancelled, this is your cancellation confirmation, the authorization will be removed from your card in 72 hours".
Awesome!... Except...
5 Days go by and I email again, asking about the $124 charge that should have come off my card. Lori again replies, telling me the $34 charge has been refunded. My order was for $124, though. Here's where I realize that she cancelled someone else's order, told me it was mine and then when she realized she screwed up didn't do anything to fix it.
She then tells me that I must have given HER the wrong order number when I emailed, and that my hitch has already been sent and my card will NOT be refunded.
She then says that to return the hitch it will cost me $46 in shipping fees (on a $124 item!?!) and instead of shipping it back to the warehouse 10 miles from my house, it must be sent across the country, at my expense.
She gave no offer of a free shipping label to send the product back that I was given word, in writing had been "cancelled".
Zero responsibility taken, zero understanding of her own mistake.
Then I get an email from a "different person" named "Lazer" in the "shipping dept" that referenced "like we just spoke about..." but we had never exchanged words. Lori is pretending to be multiple people at this company.
Single worst customer experience I've ever had.
The people at etrailer.com are amazing! If someone else hasn't already asked the same question you have, just email them and they'll answer your question and suggest the products that you need. Seriously, all my trailering questions and needs can be taken care of by etrailer.com.
I received an informative and timely response to my question of what country the Contender trailer tire is manufactured in. I always attempt to purchase Made In USA products. Far too many times, the less expensive Chinese products disappoint over the long term. Not willing to risk a tire issue/safety with a loaded trailer. I purchased Goodyear Endurance (Made in USA) P2225/75R15 for my single axle 14' flat bed trailer. Very satisfied with them to date.
I got the response to my question the next day and very satisfied with the answer. Helped in our decision on buying the back up camera for our RV.
Conner at etrailer got back to me right away and provided all the necessary parts to make this conversion pretty easy. I also really like that there are videos on how to install each part.
Ordered two new lights for my rv and no where did it state that they don't have the item and have to order it from manufacturer.
They don't have in stock. And they don't tell you that they are a middle man until they get your money. Then I got an email saying that they have ordered it and no concrete idea of when they will get it and then ship to me. They tried to get me to switch my order to another item? Wtf. They tried to bait and switch. Can't review the product because A week after ordering, they still haven't gotten it and then I have to wait additional time for them to ship to me!
Find another vendor that actually stocks the items that they are selling unless you don't care how long it takes. Shady at best. Just hope when I get it, whenever that will be, they are what I ordered and aren't broke.
This site is a gamble... you have been warned
I didn't want to pay to expedite shipping so I stuck with the free shipping option thinking I would have to wait a week or more. They shipped the product the next day and I had it in three days. When it turned out to be the wrong model they found a solution for me, shipped the correct model, and authorized return on the wrong one. Super responsive and definitely did their best to make sure I had what I needed.
While considering a purchase, I could not discern the difference between 2 items from a manufacturer that were priced differently, different part numbers, but the same purpose (Blue Ox off-road tow adapter). I asked the question on the weekend, and Erik B. Responded promptly on the next business day. Based upon this experienced and past purchases, very pleased with the company service and response.
I got the Response for the question I asked in two days. Turns out this rail will work for me perfectly. Thank you Trailer for the quick response and a wonderful product.
I had some questions about specific 5th wheel hitch for my pickup and sent them to Etrailer on a Saturday night about q0pm eastern time.
On Sunday Morning I already had response from them answering my specific questions.
They are very knowledgeable and helpful.
I recommend Etrailer for all your trailer towing needs.
Etrailer did a fantastic job with their customer service. I emailed a question and not only did I get a quick response back w the appropriate part # I needed but also a video showing the simplicity of using the part to make my biking experience complete. Thank you Jon!
Ordered Smith 5 ft roller units, came quickly with ordered brackets. Have not installed yet but they will GREAT just like E-Trailer. I have bought from them before and they all are GREAT. I do recommend and will continue-stay safe, we will make it back to normal!
I got all the parts and tools and video need for installation. Hitch fitted great right as showed on video provided. I would buy from this place again and recommend to others. They even follow up with me if all work great. Thank you Etrailer.
Jan.
Ordered a brake controller for my 2001 F150. Product description included an adapter cable. I did not receive the adapter cable. I contacted etrailer customer service and they state I have to order separate. I feel I was a victim or bait-and-switch.
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.
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- SmartCustomer’s sole mission is to increase online transparency for buyers and businesses
- SmartCustomer has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members