I am furious. My wife ordered me a gift from etrailers.com and waited for it to come in. When it finally came in, we were surprised that there were parts missing. I was able to contact them, finally, through email and was given the run around, back and forth many times. These people would rather take your money and run than provide any kind of service to you once they have the money in the bank. Instead of working to try and make my situation right, the customer care rep I spoke to, Pat C, made excuses and blamed me for the problem. IT WAS MEANT TO BE A GIFT AND I HAD NOTHING TO DO WITH IT UNTIL I REALIZED THEY SHORTED MY WIFE (ME) A PART!!  
The company slogan should be "well that's just too bad" because I heard that multiple times through many emails and even phone conversations. I purchased the part I needed from the manufacturer and tried to explain that to Pat, who told me that her company didn't recognize them as a vendor??? Did I miss something?? The part I just bought from her company is not really from her company??  
She finally just said, oh well we'll send you a part that you might be missing. I'm still out the money for the part I got from the manufacturer and the shipping, and still waiting for etrailer.com to send me the part that I have been promised.  
All in all, I would NEVER reccommend this company to anybody and I don't look forward to ever dealing with them again.

It was well informed of the products that I intended to purchase due to the great website. There is a "Hitch Hunter" application that makes it really easy to get the correct hitch for your model vehicle.  
It was easy to place and complete the order. I was keep informed of the order shipment with email which included tracking number.  
I received the order quickly and well packaged.  
 
I had a GREAT experience!  

They have decent priced stuff and make it easy for people who dont know much about hitches to buy stuff, and that's the rub. I bought a class II cargo carrier, when i should have bought a class I cargo carrier. Had they simply asked me the make of the vehicle when accepting the order, my headache could have been avoided, as class II hitches do not seem to be available for a Mazda 6. SO, I sent back the cargo carrier at my expense, and was charged a 20% restocking fee for returning it, and then paid shipping on the correct one (needed it for a vacation). All told, by 140 dollar cargo carrier cost me well over 200 dollars! I should have shopped locally...

These people are truly a JOKE !!! Not only do they give the trite excuses; " the check's in the mail, it's only a fever blister and, best of all....'it's in transit'." After 3 weeks and as many emails promising that it is " in transit ".....NO PARTS " and, more excuses that it's all the mfgrs. fault.....NOT theirs. If, you truly want to receive the part(S)......PLEASE ORDER IT FROM SOMEONE ELSE THAT IS RELIABLE AND.......PLEASE READ THE FEED BACK BEFORE ORDERING ! ACCORDING TO THE "FEED-BACK",WHEN ALL OTHER STORES HAVE AN OVER ALL CUSTOMER RATING OF, 7.98 AND, E-TRAILER HAS A RATING OF 5.38 OR, 33 % LOWER THAN THE AVERAGE OF ALL STORES COMBINED .........I REST MY CASE !  
 
J. Ford, a very displeased customer ( using the word " Customer" Loosely).

This review was modified by its author, Jerry Ford, on 6/8/09 8:24 PM.

The information for every product I viewed online was excellent, this allowed me to make sure I was getting exactly what I needed. Did I mention that the prices for the products I ordered were the best I found either online or locally. This will be my first stop the next time I need something that is for sure. THANK YOU

We received an email response almost immediately after orderering. Received another email one hour after ordering that stated item was shipped! Ok, it was actually saying UPS was notified and it wasn't physically shipped yet but I appreciated the fast email. Expedited shipping is 3-5 days and it arrived in 5 business days. It had a long way to travel so I was ok with that. I was able to track the package through UPS just fine. Fast email response, reasonably fast shipping. We received what we ordered and items arrived in excellent shape. We're very pleased.

This review was modified by its author, markjanet, on 5/27/09 6:02 AM.

I normally never order from a store with a low resellerratings.com score; however, I felt compelled. As so many people have said, the website is just so incredibly designed. They have video reviews of almost every product. It made my research and selection incredibly easier. I must admit that I took a few things out of my cart and bought elsewhere just to be on the safe side.  
 
**Pros**  
- Website navigation and checkout were easy.  
- Price, amongst the lowest I could find (and I checked).  
- Email confirmation. Recieved three total for 1 purchase. (1) When order was received. (2) Order was being processed and "pending" shipment. And (3) when my item was shipped.  
 
**Other -- possible Con**  
- The emails seemed overdone, like they were trying to compensate for all the bad reviews here. I mean, the second email was pretty much worthless. "Nothing new to report... but you betcha we're working on it!"  
- Shipping. One of the emails claimed my shipping was upgraded (for free) from 5 day shipping to 3 day shipping. Although my items arrived in a reasonable amount of time, they didn't seem "expedited." Although my shipping confirmation email contained a tracking number, it was not possible to track. UPS only ever listed the status as "Billing Information Received." According to UPS.Com, this means UPS has received "electronic transmission of shipment detail from the shipper" but not the actual package. eTrailer.com has this as one of their top FAQ items. According to them, this means the label "has been wrinkled or scratched, preventing UPS from being able to scan the item." -- Now I'm not accusing of wrongdoing nor could I claim just cause to do so. I'm not counting off in the score either. But it seems to me an unscrupulous company could claim to have shipped an item before they actually have, just so long as they sent the electronic intent to ship to UPS and ensured the UPC wasn't scannable.  
- I bought a trailer hitch and two coupler locks (think Masterlock only straight instead of curved). In the picture the locks were brass. However, when they were not when they arrived. Also, with most locks you give the key a 1/4 to 1/2 turn and it sort of unhitches from the locking mechanism. This one is like a long screw and you have to keep turning and turning the key to screw (lock) or unscrew (unlock). I won't count off in the score since I've never bought this type product before. For all I know that could be normal. However, given the standard nature of all other keyed locks, I think it should be mentioned in the product description.  
- Packaging. There was no padding material in the box. Now what I ordered was solid steel and there was little chance of it being damaged. So I'll leave it to the reader to decide if that was appropriate or not.  
 
As to whether I would order from them again... Yes, I would. Again, the website makes the shopping experience so easy. My quibbles are small issues and I don't think should be cause for me to boycott the store in the future. Nonetheless, I did not have the type of completely satisfying experience that would eliminate the trepidation of this store's poor review record. I hope this helps and I hope future reviewers will mention if they had the expedited shipping/label tracking problem that I had.

This review was modified by its author, capt_courageous, on 5/19/09 1:06 PM.

Very easy to use. Great Prices, especially compared to rv dealer. They wanted over $750 for just Strait-Line Weight Distribution Hitch System plus installation. Thanks.

It would take me hours to document the countless problems with these people. Their website works very well, which is why I selected them. I purchased a brake controller and weight distribution & sway control hitch in FEBRUARY. There has been error after error with wrong stuff sent. In APRIL we sorted it out on the phone: just one more order to fix their latest mess-up, then they will issue a full refund once they receive the incorrectly-sent items back. It is now MAY and I'm still waiting for the refund. They claim they did not receive the products back. I sent them the UPS tracking showing even the name of the person who received it. They are not communicating anymore. I have no recourse but to as my credit card company to reverse the last order payment. I've lost $180 in shipping costs alone. ABSOLUTE DISASTER - please shop elsewhere.

I was a little hesitant after reading a few of the negitive reviews. I found them completely false in my case. The people at etrailer were polite and friendly (and even answered the phone). I ordered on line and received super fast shipping and very well packaged. Emails kept me well informed in a timely manner. The product (drawtite hitch) was very good quallity. Very happy with my experiance with etrailer.com.

I had no problems with my order at all. Shipping was fast and order was correct. They had good email communication along with a tracking # for ups. I will do bisiness with them again. Their site rocks with lots of good info and videos on products. I ordered a Tekonsha P3 brake controller and a wiring harness. It arrived in good condition. Sorry to hear about some other peoples bad experinces....

Terrible service!!!!! I was sent the wrong merchandise. I returned the product and I was told the correct product would be sent and delivered to me the following Friday. Friday came and the product never did. I emailed back about it and was told that the correct part was still being order by the distributor so in the mean time all she (supervisor) would be able to offer me was 5% off my next order; she offered no discount on this order even though they were at fault for the mess up in the first place. She did not offer any discount on the product i was still with out and had been waiting for for over 3 weeks. I asked for a discount, as they messed up my order, and she wouldn't even give me 25% off my purchase to try to keep my business. I am VERY displeased! All in all my friend did not get her gift in time, i was very humiliated at her going aways party with out a gift to give, and I did not get the correct product the 2nd time by that Friday. The thing that upset me the most was that when brought to her attention, the supervisor would not even give a little to try to keep a customer or keep the sale. Needless to say I canceled the order on the spot (after waiting 3 weeks and thinking the correct product was on its way)and found the item cheaper elsewhere. E-trailer is not a business keeping company what so ever. The supervisor i dealt with showed that she was not able to look at the big picture by giving a little back to the customer and keeping business when her company messed up the order to begin with. Going into this purchase I was already skeptical about ordering on line, and now I will never trust a company to send me the correct product again. The way i see it, if you mess up, make it up to the person. Try to keep good standing so maybe they will rub your back later (keep the sale or do business in the future). No such mentality with this company! I would not recommend anyone to order from this company after experiencing this head ache and ultimately not getting anything for my troubles. I am still waiting for Etrailer to credit back my money and i sent the product back over a week ago.

Let me begin by stating that etrailer had a lot of good information on their site, that's why I ordered from them, however, I would NEVER ORDER ANYTHING FROM THEM AGAIN! I placed an online order through etrailer for a new brake controller, 12,000lb ball mount and a 14,000lb, 2 5/16" ball. I placed the order in late May and the items did not arrive for 3 weeks! When I opened my box of items, I found that the trailer ball had not been secured for shipment. It had just been placed in the box next to the brake controller box and just rolled about during shipment. Naturally, the ball had crushed the brake controller box. The ball mount was another story. It had no identifying mark or stickers! I had no information, on the item, other than the receipt, that stated that this ball mount met the supposed 12,000lb limit. This was of great concern to me. Should I trust the lives of my horses on equipment that, at this point, could have been made in China? I decided it wasn't worth it, even though I had waited for nearly a month for this stuff. I wanted to return everything. I called etrailer to complain about the poor packing of my items, the lack of identification on the ball mount and for return authorization. The operator was less than responsive and literally could not comprehend why I needed any information, stamped or otherwise, on the ball mount. She actually argued with me and kept insisting that SHE could just look up the information in her computer, i.e. weight limit. I could not make her understand that this was a safety issue and that without this information, the ball mount was defective. I explained that any stranger should be able to come along and know, by reading on the ball mount, what the weight rating was. This woman was "as thick as a brick" so I ended up talking with a supervisor. We discussed my concerns and he decided, reluctantly, that they would accept the return, but that I would have to pay for the return shipping! I made the return and etrailer ended up charging me for half of the return shipping cost. I think their equipment is suspect and their customer service is terrible. Live and learn, never again!!

Wow. Sorry some have had problems. My experience was great. I ordered the following for my 2005 Tacoma.  
 
1 82790 Valley Class III Hitch - Toyota Tacoma  
1 118393 T-one Wiring Harness  
1 Ballmount Class III 2" Drop 9" Long  
1 Pin & Clip Class III  
1 Ball 2x1x2-1/8 6000#  
 
Shipping was fast. I ordered on Tuesday 7/8/08 eveing, and received on Fiday 7/11/08. The hitch was well boxed, but had shifted slightly in the box during shipping by UPS, and had 2 corners of the hitch just poking through the ends of the box. No damage. The hitch did have a 2 inch scratch in the powder coating on top of the receiver, but it was hidden after installation. I just hit it with a shot of Rustoleum to cover it before installing.  
 
Installation was a snap. Fit was just as pictured, and wiring harness was no cut T into existing harness. Completed entire installation in less than 2 hrs.  
 
I received a confirmation after order on 7/8, and got a notification of pending shipment on 7/9 with notice that it would ship within 7 days. Less than 2 hours later on 7/9 I got a notice that it had shipped, and received it on 7/11.  
 
Website was great with easy navigation and lookups, great exploded views and multiple images, and printable instruction pages.  
 
I am going to order again for a setup for my Honda Pilot. I hope it all goes as well as it did this time.

THIS PLACE IS A SCAM. AVOID THIS COMPANY AT ALL COSTS