Etrailer.com
reviews and complaints

I am following up on a previous review where I gave etrailer a one because of the package and damage to the MorRyde Step Above step. The package was almost destroyed that the steps came in and it was obvious the steps/package was shipped that way and did not happen during shipping. The damage to the steps made it impossible for the steps to be used and they were damaged in three places. The steps looked like they had been returned by someone else previously. I am still very disappointed that these steps were shipped in that condition. I would edit the original review but cannot figure out how to do that. I heard from the customer service rep and the steps were replaced with new steps and were in a new box that did not have any damage. The legs in the new steps were so tight inside the channels, the legs would not move. I called MorRyde and the customer service rep was so nice and helpful. She gave me two issues that it could be and had two new legs sent out as it was possible that the original legs were out of spec. If the new legs do not work too when I get them, she said it could be the channels and she would send new channels at the point and instructions on how to change out the channels. Kudos to both etrailer and MorRyde. Etrailer corrected a bad situation and corrected the issue. I am still very happy with etrailer and would recommend them to anyone. I definitely recommend *** too and am especially happy with their service rep

I'm a very happy customer! After looking at all the different types of bike racks on the market, on line, I decided to purchase the Sherpa 2.0 by Kuat from etrailer.com. I was very happy with the detailed video supplied by etrailer.com, showing all the features this bike rack offers. I only needed a bike rack for two carbon bikes, no more. I was happy to see that the rack is designed to hold the bikes to the rack via a ratcheting mount attached only to the top of the front tire, and not the carbon frame and how easy it is to mount and dis-mount the bikes from the rack. The rear tire cradle pivots for different wheelbases with a simple, padded strap that feeds through a ratchet pawl. So simple. The rack only weighs 32lbs and is made out of aluminum. The quality and design of the rack is outstanding, with a very nice looking glossy metallic paint. Assembly is a breeze (20min) with easy to understand instructions. The rack tilts easily away for rear hatch accessibility, and folds up behind your vehicle when not in use. I really like the anti-wobble hitch mount...just hand turn the k*** to tighten the hitch cam and it is very secure with absolutely no wobble! I also liked the price compared to other company's and (very fast) free shipping with great tracking info.Pros... Quality designed, light weight, ease of use, features, able to lock (3 supplied keys) rack to hitch and lock bike(s) to rack with supplied lock cable, 3 color choices.Cons... none.

I first inquired about the best bags bags for my 2017 RAM *** for hauling a heavy 5th wheel. This product was recommended by a specialist the same day. Next, I placed the order on a Thursday with the free shipping option, and tracking email said I'd have them Monday. They showed up early on Saturday afternoon. Fast and free shipping. Installed them today on Sunday, and it was easy with proper tools. Here's a few things that *** help you out. Install the air fittings on the bags before the brackets. On passenger side I see why people complain. The front of the bracket facing you, inside the wheel well won't line up. We used a floor *** and a metal pry bar between the *** and bracket. Obviously, be careful because stored energy can hurt you. Watch the video on you tube, it'll help. Also no torque specs were listed in the manual for any of the bolts. On a few of sharp edges along the frame where I was worried about the air tube getting damaged we used a piece of cheap fuel line, the air line fit perfect just for extra measure. Now for the mistakes I made. Had to use the tap and die twice. The smaller of the countersunk bolts go into the airbag. I didn't see them at first. Them I stripped another bolt for the driver bracket and ran that one through the die. If it ain't trying to run up easy, don't force it like me. Also on the passenger side, the side of the bracket with the longer ear faces out toward wheel well. Instructions were unclear and only show the driver side on install and brackets are different. Went for a test drive after airing up to 30 and truck rides much better on the back, but I feel the road more in the front. The bags are nice. Make sure you cut your tubing clean to connect into fittings. I mounted the clip that holds the air tubes under the hitch on the round trailer steel tubing. Came out clean. Also, use what airline you need before cutting it. You'll have plenty left over at the end. All these tricks were my *** and I can't take credit

ETrailer, as always, exceeds expectations! Not only was my order filled promptly, completely, and shipped, it even arrived earlier than stated. And at all times I was notified of the status and delivery of my shipment. Upon arrival, in the typically well-packaged boxes, I was able to immediately go to work and install my hitch and trailer wiring on a 2020 Nissan Rogue SUV. The installation of the hitch was very easy thanks to the great video from ETrailer. I've used and followed their video's numerous times for various projects and found them to be complete and very helpful for my projects. It took me less than an hour to install the hitch. Next I turned my attention to the wiring for parking, braking, and turn signals. With the Nissan the biggest issue is removing all the trim panels, as pointed out in the related video. But the video showed all the requirements and little tricky areas so there were no issues nor damage to the panels. Once the vehicle wiring was exposed it was a simple matter to plug the wiring together, install the ground and tidy up the rear of the vehicle. Again the video instructions were great and I found them better than the actual instructions included in the wiring package from the OEM. The biggest issue I had was routing the power wire from the wiring control module to the battery, but once that I identified a clear route where the wire could be secured it was just threading and using tie wraps to secure it. It's more tedious than difficult and was a very clean installation when I finished. I raised the vehicle using jacks and jack stands so crawling around on your back slows down the installation of the power wiring, but it probably took no more than two hours overall. And reinstalling the trim panels was considerably faster than removing them. Before completely installing all the trim panels I did use a tester to be sure all lights worked as expected. The tester was shown in the video and really completed the installation easily and quickly. Thanks ETrade for another project easily and economically completed! I'll be back.

I received an incorrect order and contacted Etrailer customer service. They said that I need to ship the item back and they will send the one that I paid for.
I paid for the return shipping and sent the item back. Later I received a notification message from the post office that Etrailer received the package. Their representative assured me that correct order was sent to me but I did not received anything. Two weeks later I contacted them and they asked me to be more patient. Last time when I tried to reach them they did not reply.

Was sent a order that I had canceled because they were out of stock (even though) their website indicated in was in stock.
Sent the order anyway, had use my own money to ship it back (1st red flag)
It took two weeks for their receiving department to check it in (2nd red flag) Summit racing does it with 48 hours and everyone know how big they are.
Now their excuse is they have been trying to refund the money and they can't (same exact account they took it from, absolutely no changes on my side). This has been going on for over a week now (3rd and final red flag, can't put it back in the account you took it from, really).

Overall process from when I shipped it back until now (which I jjust checked to see if they had deposited the money back is over 5 weeks now, live in Ohio. (Shouldn't take that long) from Missouri.
Tired of dealing with them (decided to dispute the orginal charge and let the bank PNC go after them.

Just looked at the about section on gheir website, it says satisfaction guaranteed. No satisfaction here. So that is a false statement.

And if you know anything about the BBB, in order to get those plus signs, you buy them. Not earned. Now i understand more about the service i am receiving.

Another thing that caught my attention about their website is that they have been in business since 1946, i would have figured they would have figured out the customer service thing by now

Etrailer sent me a Hidden Hitch that was bent and could not mount. They said to fix it myself. I shouldn't have to fix this, they should send me a replacement without question. This is very poor customer service and I will not ever buy from them again. You would think they would show more concern and diligence due to this being a trailer hitch, and safety is a factor here. Altering a hitch in a half *** way is so unethical and a very poor response on their part. I have heard similar negative reviews about Etrailer, and I have voiced my view on several other auto accessories sites as well.

I ordered a set of basic wheels (they where cheaper by $20 a set)after two days they say it will ship in a week, after a week they say they will see them at their warehouse in another week and I should see them a week after that. WTF - If I would have known they where going to take 3+ weeks I would have spent the extra $20 and got them from someone else. Oh they will expedite the shipment for another $100. There should be a law ahainst miss advertising there goods and service. And the customer service rep I spoke to could give a *** about my situation. Do not buy from this crappy outfit!

I ordered a hitch for my car and the parts bag was unopened but missing to critical parts. I called and they were happy to ship the parts that were missing but could not ship to a PO BOx (my billing address). I never recived the parts. When I called back, they told me that the parts were shipped to my residence. I never received the parts. They are sending out more parts but to my PO BOX. This is where the first parts were shipped to but nobody at etrailer knew where my parts were shipped to. I was so frustrated and they made it seem that this was my fault. It took a total of 25 days from order until I was finally able to install the hitch. What a nightmare. Please do not use etrailer...There are more places out there with better service. Etrailer has a C rating with the BBB in Missouri. Sorry for the rambling but I am still pissed!

After ordering from these guys they sent me an email saying my order would ship in 7 days. I think they knew in advance that the parts were on back order but they accepted the order anyway. After ten days and no parts or update, I emailed them but got no response. I called and was told by some unconcerned sounding person, it would be another two weeks before my order shipped. It's been over three weeks and I'm still waiting. They have a nice looking website, but they don't live up to their promises. My advise is to shop elsewhere.

Being a long-time repeat customer, I was sent something that was not the same as what was advertised. I bought a hitch that was stated on their website to weigh 27 pounds. It arrived at 37 pounds.

That is a big deal on a sports car! I was told that since the functionality of the hitch was not affected by the weight difference that they would not refund my round trip delivery fees.

They stuck it too me and they will never see another dollar from me. I have sent business to them and now it is time to warn everyone that this company will lie, refuse to take responsibility for their false advertising, fail to satisfy even a long standing loyal customer.

You have been warned. Deal with someone who has less negative reviews!

I wish I had read the reviews before I purchased. Don't make the same mistake. Don't do business with these liars.

Terrible experience. Stay away from these guys. I cancelled the order before I even received it and I have been trying for two weeks to get my refund. I was told a refund was issued on Jun30th (7 days ago) but checking with my cc card, nothing has been refunded. So, I called, sent email, contacted them via website and have received no response from them. I wish I was smart enough to check this and similar sites before I placed my order with them.

I will have to dispute the charge to get my $$$ back but these guys will never again see a penny from me.

During spring 2007, I purchased a bike carrier and trailer hitch from etrailer.com. After only one weekend camping trip, the hitch bent to the point that the bike carrier was nearly dragging on the ground. When I contacted etrailer.com with news of their equipment's substandard performance, I was disappointed to discover that etrailer.com did not stand behind its equipment. etrailer.com invited me to return the defective equipment that I had purchased--but only at my own expense! In my opinion, that is hardly the position that a respectable company should adopt.

Worse yet, when I returned the hitch, etrailer.com took the liberty of deducting outbound shipping and a 20% restocking fee from their overall refund. Thus, I ended up netting $33.14 in return for a hitch that originally cost $159.95. In conclusion, if you are looking for bike hitches or other auto accessories, I DO NOT recommend etrailer.com.

In my experience, etrailer.com sells defective equipment, and etrailer.com has little concern for the cost or inconvenience that it causes its customers.