Etrailer.com

If it is important, go somewhere else. Customer Service will not accept responsibility, they will not meet their promises, they will not ship and then say you are too stupid to understand.

I ordered parts. I needed them by date certain. The website said "IN STOCK". I placed the order and paid for shipping to arrive FRIDAY because I need it on Saturday.

Four days later (Thursday, the day before it is supposed to arrive) I get an email, good news, your order will ship on Monday (now it is not shipping until 3 days after it was supposed to arrive.) I called and customer service said "we just got it, they are unloading the truck now. So, I asked why the system said "In stock", CS says well, it is in stock.

I am exasperated, "No, it is on a truck, but your site said in stock several days ago, it lied." CS had the audacity to say "our system did not lie, you do not understand... " Never mind the rest of the ignorance spouted by this guy.

When I asked what could be done, they did not offer to refund shipping, they did not offer to express, they did not offer to fix. Only suggestion is "I can mark this priority so they process your order and try to get it out first thing Monday." So, "IN STOCK" and "your order will arrive on________" mean nothing. Just hand over your money, do not bother to find a reliable purveyor, just trust us!

IF YOU NEED PARTS, GO SOMEWHERE ELSE! THIS COMPANY CANNOT BE TRUSTED.

Thanks for your recent order from etrailer.com I'm sorry to hear you received a product that was not satisfactory to you We've reshipped a replacement trailer hitch to you and a pre-paid label to return the one you were not satisfied with

Thanks for your recent order from etrailer.com I'm terribly sorry to hear you were not satisfied with the service you received from us We will review your situation internally to see if there is something we can do do improve future customers experiencesIt looks like the manufacturer replaced the part in question that we were trying to determine the issue with it We will have a $credit issued for the inconvenience

Thanks for your recent order from etrailer I’m sorry about the concerns you have with us I will post a credit request to the account, if we can consider this issue resolved In addition, we have asked the manufacturer to send additional replacement parts as a courtesy To address the concerns Mr [redacted] has: He ordered Sunday at 9PMThe order shipped Monday (same day shipping), Tuesday arrival if ordered (day shipping), Wednesday arrival if ordered (day shipping) and Thursday arrival if ordered (day shipping) The order arrived as scheduled with no delays The parts in question are being replaced as a courtesy in addition to a credit Mr [redacted] ’s review has been posted on our site

Thanks for your recent order from us It looks like you accidentally ordered the incorrect harness for your vehicle when ordering online The harness you ordered was not listed as a fit for your vehicle The second order that was placed over the phone, it appears you indicated you had the tow package when it was not installed on your vehicle We credited $less $for the return shipping on the original order On the second order we credited $for the full amount of the product We will credit the additional $so we can resolve this concern with you

Initial Business Response / [redacted] (1000, 9, 2016/03/02) */ Thanks for your inquiryI apologize if there was product confusionWe attempt to take as much detailed photography on the product so the consumer understands what they are gettingHidden Hitch is a brand name of the manufacturerWe have resolved Mr [redacted] 's to a satisfactory conclusion for him

Complaint: [redacted] I am rejecting this response because:I was told that I would have to pay shippingI would also be subjected to a 20% restocking feeWhat I actually want is a good productI would like a receiver hitch that works without me having to throw away the bumper support behind the plastic bumperI believe it's a really big safety issue as I have rear facing seats and my kids are back thereIs it that hard to redesign the hitch to go around the aluminum bumper so my kids are still protected? Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response, in part, because:While the response from etrailer.com is factual and they did in fact finally replaced the product including UPS shipping costs, they did not reimburse me for the expenses I incurred for removing and reinstalling the replacement productI believe I should have been compensated for secondary installation expenses incurred due to a defective product that was sold to me and was no fault of mine Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: etrailer has not yet received the return item and has not yet refunding anything I still do not know how they really will treat thisAlso, I never stated that there is nothing wrong with the dolly In my mind, if it was unusable for me, this HAS to the the case for many others Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to meThat being said I must add that any order that takes days to be delivered without a plausible explanation is a sad reflection on etrailers customer service staffAlso of note is that in many states the taking of ones money without having product to ship is fraudulent and unethical ! Sincerely, [redacted]

Thank you for your recent order from etrailer I’m sorry to hear the product you ordered was out of stock and under a backorder status from Kuat Per our phone conversation, I understand the options we provided, wait for rack to come in stock, same rack different color, different racks (with some more expensive, some less but not a fit for your needs) were not the best solutions for you so you cancelled your order with us I really appreciated our conversation today I’m glad to hear you were able to find the exact rack you were looking for to meet your timeline

[redacted] , Thanks for your recent order from us You called us on 12-at 10:36am We agreed to credit the $back to your credit card A credit was processed to your card minutes later on 12-at 10:47am Additionally we sent you an email confirming the credit minutes later on 12-at 10:50am confirming the credit follow up email we sent minutes after the call confirming the credit: [redacted] , Thank you for speaking with me a few minutes ago We will have you card credited back $for the one day shipping If you have any further questions please contact me Thank you, [redacted] *

Thanks for your recent order from etrailer.com I apologize if there was any confusion We determined the harness may be defective via your phone conversation with us We agreed to send an advance replacement and a pre-paid UPS label to return the defective unit to us The replacement harness has already shipped to you at no charge [redacted] is the tracking number

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Hi [redacted] , With the vehicle harness purchased and your trailer harness connecting, there are variances in trailer wiring length and where the harness reaches on the vehicle We would be happy to send you the additional extension at no charge

Good afternoon, Thanks for your recent order from us Without our knowledge, the manufacturer decided to no longer offer the frame you selected Thanks for giving us the opportunity to switch you to an alternate available When this happened, we made a mistake, cancelled the order and voided the authorization on the card We should have updated the order to the alternate part We made a mistake and I apologize The person updating your order didn’t realize you used a visa gift card and discarded it On Thursday, we shipped your license frame to you at no charge

Thanks for your inquiry We have resolved the issue with Mr [redacted]

Thanks for your recent order from etrailer.com I apologize if you had issues getting your hitch installed on your vehicle We offered tips for getting the trailer hitch installed If those tips were unsuccessful, we offered to replace the hitch at no chargeIf the trailer hitch is still not right in your opinion, we will send a pre-paid ups label in a separate email to have the product replaced I will have the UPS label sent to your email with instructions for having it replaced

Initial Business Response / [redacted] (1000, 7, 2015/06/24) */ Thanks for your recent order from etrailer.comIt looks like the order was placed with an incorrect addressThe product was returned to sender and a credit was issued to the customer

Initial Business Response / [redacted] (1000, 11, 2015/05/29) */ Sorry for the delay in responseIt looks like we were not notified of an updated address until after the replacement cover had already re-shipped to the customerIf they have the cover, or when they get access to it, they can return it to us for a full credit Link for prepaid labelI will waive the $return fee http://www.etrailer.com/rts/XX-XXXXXX-XXX-C Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) We will not accept this response as they did have the updated address prior to shipping the replacementIt was included with the damaged cover we returned (inside in big bold writing) as well as being written all over the parcel!!!!