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Done with E Trailer - TERRIBLE Customer Service #5453214 06/13/20 09:01 PM
Joined: Apr 2008
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Miller88 Offline OP
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I've long praised etrailer. Have steered a lot of people on the Internet and in person to them. They have always treated me well and I have always stuck by them even if they have higher prices.

I ordered 2 no name 10'' drums for my trailer. They were $54 a piece. I received one of the drum I ordered and a Dexter 6 lug drum (at a much higher cost to them). The price has since gone up to $83

I called today to try to get the right part. First, the lady to whom I spoke kept telling me that the part number I was giving her was not on my order ... yes, I know that. That is why I was calling. Then, I was told that the part I wanted was not available (yet still shows in stock at a $30 higher cost on their website), but I could wait two months to get the replacement or she would offer me free shipping on, but still charge me $100for a Dexter hub/drum and I would have to pay to ship the wrong one back to them in either case.

WHAT?!!?! Absolutely nuts that they are going to try to charge me more and upsell me to fix their mistake. I have built trailers, maintained trailers and put hitches on every vehicle I've ever had with items purchased through them.

Not any more! I'll never buy from them again or send any business their way.

Seems like in a period of economic downturn they would do their best to try to keep customers. Off to Amazon it is, to not support small businesses


18 Forester 2.5I 6M
00 Jeep XJ
01 F-350 4x4 5M
Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5453229 06/13/20 09:29 PM
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JHZR2 Offline
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I guess I just don’t get it.

They substituted a more expensive option in to make up for the lack of availability if the no name part? Did they charge you for it? Would it have fit/worked?

Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5453235 06/13/20 09:32 PM
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Miller88 Offline OP
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They were going to charge me full price for the more expensive part. It would have cost me $100 out of pocket to fix their mistake. She offered "free shipping" which doesn't mean much, since it costs enough that it qualifies for their free shipping anyway. Really, she just tried to sell another part completely ignoring their mistake.

I would have been willing to eat the price difference between the two , but I'm not buying a more expensive product than I had originally intended ... just to fix their mistake.


18 Forester 2.5I 6M
00 Jeep XJ
01 F-350 4x4 5M
Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5453469 06/14/20 07:23 AM
Joined: Jun 2003
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eljefino Offline
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So they sent the wrong part through a warehouse packing mistake, it sounds like.

Do a chargeback with your credit card and keep the wrong part unless they give you a free shipping label to return it.

You're allowed to keep "gifts" you don't order. It's up to you being nice to return those "gifts".

Word to the wise, chargebacks are going crazy now and the banks are really slow to respond. I had some mail-order shoes take 10 weeks, I started the process after 30 days, and it wasn't resolved by the time the shoes finally showed up.

Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5453524 06/14/20 08:16 AM
Joined: Nov 2011
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Audios Offline
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Chargeback, explain the situation to your CC and that youre willing to return the part if they pay shipping, otherwise Id imagine youll win the case


2002 VW Golf TDI-T5 10/30
2007 Mercedes GL320 CDI-T6 5/40
2005 BMW M3 BMW-Twin Power 10/60
2003 BMW M5-M1 15/50
1998 BMW M3/4/5-M1 10/40
Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5453527 06/14/20 08:21 AM
Joined: Sep 2005
Posts: 4,248
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Zaedock Offline
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That really sucks man. You shouldn't have to deal with that crap.

Well, I've known you for a while now on this forum and consider many here (despite never "meeting") friends.

I don't take experiences like this lightly. I'm going to be replacing the entire brake system on my Jeep/ATV/Firewood/Stuff trailer and I'm not even checking the prices on their site.
Screw that.

I'll let my friends know too, as most of them tow, haul or do something with trailers. If you have a chance to speak with them again, let them know your friends are aware of the poor service.


2019 Escape EB AWD/2016 KIA Optima SXL 2.0L Turbo/2012 F150 Ex-cab 5.0L
1992 YJ "The Heep"/2015 Chrysler 200 Limited
1975 Ford Bronco/1959 Willys CJ5/Tube Rock crawler / John Deere 750 Tractor
Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5453559 06/14/20 09:04 AM
Joined: Jan 2011
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AZjeff Offline
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A guy has many good experiences then one poor one and it's time to burn them to the ground and tell everyone how bad they are. Might want to call back and see if you can talk to a different CSR then a supervisor if necessary. No it shouldn't be necessary but with many good experiences and one not good one wouldn't you think it might just be an anomaly? Below average customer service has become normal, a company you've been happy might be worth some extra effort.



14 RAV4 2.5 5W-20 PP
18 Nissan Titan 5.6 DI, 0W-20 QSUD

The most important thing to do in your life is to not interfere with someone else's life. - Frank Zappa

Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5453577 06/14/20 09:19 AM
Joined: Nov 2006
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Trav Offline
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No offense but if you explained it to her they way you explained it here its no wonder she got confused. I still don't get it 100%.


ASE L1, Master. Deutsch Meisterbrief.
Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5453579 06/14/20 09:22 AM
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spasm3 Offline
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So was the 6 lug drum a fit? was is subbed in for being out of the cheaper one? Or was is not a fit and completely the wrong part?


13 elantra 84k 5w30 synpwr
03 chevy avalanche 83k synpwr 5w30
17 mazda cx-5 19000 miles m1 0w30
Re: Done with E Trailer - TERRIBLE Customer Service [Re: Trav] #5453698 06/14/20 12:16 PM
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SLO_Town Offline
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Originally Posted by Trav
No offense but if you explained it to her they way you explained it here its no wonder she got confused. I still don't get it 100%.

Same with me.

Scott


03 BMW E46 330Ci ZSP (Euro Castrol 0W-30)
10 Honda Element SC (Castrol Magnatec 5W-30)
11 BMW E90 328i M-Sport (Pennzoil Euro 5W-40)
16 VW Passat VR6 3.6L SEL Premium (Castrol 0W-40)
Re: Done with E Trailer - TERRIBLE Customer Service [Re: Trav] #5453700 06/14/20 12:18 PM
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Miller88 Offline OP
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Originally Posted by Trav
No offense but if you explained it to her they way you explained it here its no wonder she got confused. I still don't get it 100%.


Its pretty simple to understand. I ordered 5 lug brake drums for a 3500 pound axle. I received one of those and one 6 lug drum for a much larger axle and spindle.


18 Forester 2.5I 6M
00 Jeep XJ
01 F-350 4x4 5M
Re: Done with E Trailer - TERRIBLE Customer Service [Re: spasm3] #5453705 06/14/20 12:20 PM
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Miller88 Offline OP
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Originally Posted by spasm3
So was the 6 lug drum a fit? was is subbed in for being out of the cheaper one? Or was is not a fit and completely the wrong part?



Not a fit at all. Wrong bolt pattern, way bigger drum ( wouldn't clear my 13" wheels) , and for a much bigger spindle


18 Forester 2.5I 6M
00 Jeep XJ
01 F-350 4x4 5M
Re: Done with E Trailer - TERRIBLE Customer Service [Re: spasm3] #5453708 06/14/20 12:21 PM
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bcossa2001 Offline
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I would put it all in writing, including your past good history with them and the offer to pay the difference, and send them an email or snail mail. I have found having putting it on paper to be therapeutic for me and helps to make sure I have stated the facts clearly. Finally, it gives another person in what appears to be a good company a chance to make it right for a longtime customer......


"Facts are pesky things"

2003 Town & Country--143 k
2016 Fusion 8 k
2016 Fusion 40 k
2017 Santa Fe 8k
Re: Done with E Trailer - TERRIBLE Customer Service [Re: Miller88] #5454220 06/15/20 08:27 AM
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Miller88 Offline OP
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Called them back again today. I am getting a refund for the wrong part they sent and I have to send the 6 lug drum back.

They still can't get me the one I originally bought until August. So I bought it on Amazon. Same thing, chinese brake drum with bearings installed (will clean them out). For the same price I originally paid at ETrailer. But it's 2 weeks out.

I will continue to use them but I will not be spreading praise for them.

Also forgot to mention that I built custom bike racks with cradles purchased from them too.


18 Forester 2.5I 6M
00 Jeep XJ
01 F-350 4x4 5M
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