Important information
- Customer Complaint:
BBB has received consumer complaints about eTrailer.com which allege receiving incorrect, incomplete, or damaged orders. In addition, consumers express difficulty reaching the company, billing issues and poor customer service. The company has addressed concerns brought to its attention.
Complaints
Customer Complaints Summary
- 99 total complaints in the last 3 years.
- 20 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 06/21/2025, I purchased a truck part from etrailer. On 06/30:2025, I returned the part still in the box, and unused. Today is 07/17/2025, and I have yet to receive my refund.
Business Response
Date: 07/17/2025
We apologize for the frustration this has caused Mr. *********** *** labels were provided to help aide in the return of the order. Per the tracking information associated with the return, 1Z7586X39093262128 and 1Z7586X39094872119, both packages were delivered and checked into our warehouse 7/02/2025. Please allow 14 business days from the date we receive your shipment for the processing of your shipment and the credit back to your account that was used for the original purchase. Actual shipping and handling charges will be deducted from the product credit unless the return is a result of our error. The credit is expected to be issued no later than 7/22/2025.Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchase was well-researched w customer service in multiple phone calls. Purchase was year make model specific.Product received was not applicable to car and was returned immediately. Full refund was promised in writing no later than 7 July. Subsequent conversations w etrailer cited their busy season for delay. I still have not received full refund.Business Response
Date: 07/15/2025
We apologize for the frustration this has caused, the credit was applied to the original form on payment on 7/7/2025. This can take time to reflect with the financial institution but will absolutely reflect on the next billing/monthly statement.Initial Complaint
Date:07/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I searched for a tannou cover replacement tarp by using my vehicle make and model and their computer system. I ordered one that said, "this fits your 2021 Ram 2500". The one I received is for a ********* ****** Tacoma and they refuse to replace it with the correct one.Business Response
Date: 07/15/2025
We apologize for the frustration this has caused, the replacement tonneau tarps are manufacture specific and are not listed as confirmed fits for specific year/make/model vehicles. We will be reaching out directly to resolve and come to a mutual solution.Initial Complaint
Date:06/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned a water heater that was damaged and was told get a full refund but to date, they have ignored my contacts and still no refund, though the product was returnedBusiness Response
Date: 06/30/2025
We apologize for the item not meeting expectations as delivery, the return has been checked in with our returns department per tracking from the provided *** label, 1Z7586X39090636677. Per tracking it was returned to our warehouse on June 20th, please allow up to 14 business days from the delivery date for us to process your return and issue a credit.Initial Complaint
Date:06/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
***** ********* The item is not necessary for my truck and this is not clarified on their product page. 2) The item arrived scratched with the box opened in transit as seen in the pictures uploaded.Business Response
Date: 06/20/2025
We apologize for the confusion and frustration caused by Mr. ********** recent order with etrailer. The experience he has shared is not what we strive to provide, we have attempted to reach out to speak with him directly but have not yet been successful at reaching him. We emailed return labels to him on 5/28/2025, at this time it does not appear they have been used to aide in the return. Once the product mentioned is returned a full product credit will be issued to the original form of payment used at the time of purchase.Initial Complaint
Date:06/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
****** *****Business Response
Date: 06/18/2025
I apologize for the frustration this has caused for Mr. ****** We have reached out directly to resolve.Initial Complaint
Date:06/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
**** ***********Business Response
Date: 06/20/2025
We are sorry to hear the hitch was received in the condition Mr. *********** has illustrated.
The hitches are shipped to us from the manufacturer stacked one on top of another and they can scratch each other up and can cause damage. We do our best to ensure quality before they leave our warehouse but it appears we missed this opportunity. We have attempted to reach Mr. *********** directly to discuss and resolve but have been unable to connect with him via phone or email. Due to the condition illustrated in the photos we would prefer to replace the hitch and have also emailed a pre paid *** label to aide in the return of the damaged one that was originally shipped.Initial Complaint
Date:06/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Better Business Bureau:
It took my over 15 calls into this company and I had to leave numerous servers and speak to multiple supervisors to get my full refund. They finally released the last bit of my money ($16).
I personally have nothing nice to say about this company and it should have never taken over a month for a item returned to sender for a refund.
I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.
Sincerely,
******* *******Business Response
Date: 06/17/2025
We apologize for any confusions or frustration this situation has caused we have attempted to reach out via phone and are unable to get ahold of Mr. ******* with the phone number associated with the account. The part did arrive back to our warehouse via *** and the refund was issued in full back to the original form of payment. This should reflect on the next billing statement from his financial institution.Initial Complaint
Date:05/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23372071
I have reviewed the business' response and am rejecting it because: I have not recieved my refund. Once my refund is actually provided, this complaint may be closed.Business Response
Date: 06/10/2025
We apologize for the frustration Mr. **** order has caused. We scheduled a pick up with *** and will be working with them to ensure the item is returned. We reached out to him directly and have worked with him to resolve and confirm the item was picked up. We have credited the associated amount to the original form of payment.Customer Answer
Date: 06/12/2025
I have recieved my refund after weeks and weeks. While I think consumers should be aware of these unacceptable business practices, I only recieved my refund after filing this complaint. The case may be closed but I think people need to be aware.Initial Complaint
Date:05/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint: 23318142
I have reviewed the business' response and am rejecting it because: they opted to refund to a closed credit card after a several week delay after reducing the agreed amount. I asked for the item to be shipped back to me instead and it fell on deaf ears. Now there will be an even longer delay and more hassle for me to recover the refund.
Sincerely,
**** *****Business Response
Date: 05/16/2025
We have reached out and left voicemail as well as emailed but I wanted to provide transaction number as well--
credit did successfully go thru to credit card
-$562.85 USDTransaction Datetooltip icon May 12 2025, 02:11 PM CDT
Commonly referred to as the *** or Trace ID, this number can be used as a tracking value for a customers bank to find a missing refund:
74036295132742115893452Business Response
Date: 05/16/2025
We sincerely apologize for the frustration Mr. ***** experienced during this return process. We attempted to reach him via phone and email to help resolve the matter, but were unsuccessful in making contact.
Per our standard refund policy, refunds are issued to the original form of payment used at the time of purchase. If an account is closed, the bank typically rejects the refund, at which point we are notified and can proceed with an alternative method, such as issuing a check.
In this case, the refund was successfully processed to the original payment method on May 12, 2025. If there are any issues with the refund being received, were happy to assist further. We want to ensure this is resolved completely and welcome Mr. ***** to reach back out to us directly.
Thank you for the opportunity to address this concern.Customer Answer
Date: 05/22/2025
Complaint: 23318142
I have reviewed the business' response and am rejecting it because:
I also requested the item be returned to me instead of refunding it to the bank and I was denied. So, to recap: miscalculation and the refund was lowered, then I was told I could receive it by check and later that was reversed, then I asked to have it returned to me instead and that too was rejected. Now I have to work through a process with my bank to get the refund sent to me from them and it will take ***** days. Unacceptable.
Sincerely,
**** *****Business Response
Date: 05/21/2025
Thank you for your follow-up. We understand Mr. ***** concerns and appreciate the opportunity to clarify.
He had informed us during the return process that the original payment method was no longer active. We shared our standard policy with Mr. ***** at that time. Per our standard policy, refunds are first attempted to the original form of payment, as many financial institutions are still able to accept or reroute the funds appropriately. In this case, **** confirmed that the refund issued on May 12, 2025, was successfully processed and accepted by his financial institution. If it hasn't been yet reflected in his account, or a check not received we recommend checking with his financial institution for further details on how they handle refunds to closed accounts.Were sorry for any frustration this has caused. Please dont hesitate to reach out directly if theres anything more we can do.
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