etrailerReviews 18,894

I ordered a trailer hitch from etrailer.com for my 2003 Jeep TJ which came in a large box with no damage... perfect until I opened the box. The trailer came damaged with areas missing paint completely down to the metal. Obvious abrasive marks. I took pictures and called. Spoke to Pat and sent my pictures to her by email. She told me the hitches get sent to them in bulk on pallets and may get damaged during shipment. Not my problem. I send an email with pictures and wait for a response. I call several days later and spoke to Carla who said that they don't ship out new replacements and that I would have to pay to ship back. Next alternative was they will send me some touch up paint. I ordered a new, freshly painted hitch and I got crap that they won't take back. Absolutely absurd... BUY AT YOUR OWN RISK is what it sounds like to me. Now I have a hitch that looks used... and two cans of paint coming my way... not what I expected.

I ordered Firestone Coil-Rite Air Helper Springs from e-trailer.com. One of the parts was defective and I was explicitly informed they would contact Firestone, have them send me a replacement part and email me a return shipping label. When nothing happened after a week, I contacted e-trailer.com again. This time they informed they do not warranty this product and that I would have to contact Firestone and send them a picture or video of the leak while a soapy water leak test was being conducted to prove the product was defective. This would require bringing my vehicle into the shop again, having the rear end dismantled again, just so I could take a picture for warranty coverage.

E-trailer.com gave no indication that there is effectively no warranty due to the hoops a customer is required to jump through for a replacement part. In fact, after this experience I looked at their site and there is no mention of the warranty policy anywhere and no way that I can see to leave reviews.

If you purchase a product from this company beware and hope that your product works, because if it doesn't, you're likely out of luck.

Needed a new 5th wheel hitch for our new trailer. From start to finish etrailer was a nightmare to work with. Ordered in stock, then told a part of the order was out of stock, told them to wait to send everything together anticipating the possibility that I might have to order another product as I had a deadline. They agreed, then sent partial order anyway. Finally received all hitch parts 16 days later. Both boxes received looked like they rolled them to my house from etrailer. Items weighing over 70 lbs were repackaged by etrailer as though they weighed 10 lbs. Items received dented, scratched, stickers damaged, looked like my new $1500 hitch was dragged down the road behind my vehicle. Called them and complained, was told to send pictures of the box and parts. I did so the same day, which was 2 weeks ago and have not heard from them to date. I won't hold my breath. Apparently they feel they are not responsible for getting me merchandise in an undamaged condition. The obvious assumption is that they just don't care. I will never use this company again, and will happily inform all I can of their shady business practices. If you don't care what you get for your money, use etrailer... and I can only say good luck to you if you do.

Update: After my original review, etrailer wrote a comment to my original review, and contacted me. I was promised new stickers, but never received any. My new $1500 hitch looks like it is 10 years old. With all the rain in CA, rust has already started where the paint was chipped off due to etrailers shipping. The hitch itself, a Curt Q20, has been a good hitch so far, It was not damaged to the point it does not work, I just feel when I purchase something new, it should look like new. I purchase a lot online, and still feel strongly I would not use etrailer.com ever again due to their lack of basic customer service.