Complaint Review: eTrailer.com - WENTZVILLE MO

Be careful ordering from eTrailer. If eTrailer gets your order wrong, its policy is to charge you exorbitant shipping to reship the correct parts if you want to receive them in the same time-frame as you originally ordered. I was required to pay three hundred percent (300%) more on an order that was correctly placed because of eTrailer’s mistake in shipping the wrong parts. On April 1, 2018 I ordered four (4) GS-2250DL Grease Seals - Double Lip - 2.250" ID - 3.376" OD, with “Value Shipping.”

I expected to have the seals within the week. I did receive this Order # 106340131 on Thursday, April 5, 2018. However, it was the incorrect parts, and the incorrect quality.

What I expected was four (4) grease seals with dimensions of 2.250" ID - 3.376" OD - See Picture here.

What I received were two (2) small seals that are not even close. See picture here. Nevertheless, note in the photo that the label on the package received does show the correct grease seal dimensions.

This was obviously an error in eTrailer’s shipping department. The wrong seals were placed in my shipping package.

I contacted eTrailer customer service and spoke with Kevin D. [email protected]. I needed these by April 6, 2018, which is why I ordered them on April 1, 2018.

Kevin D asked that I send him pictures of the seals I received. I did send him the pictures. Kevin D agreed that the seals were not the correct seals that I ordered.

Despite admitting that eTrailer sent the wrong parts, and I obviously received the shipment in accordance with my anticipated time frame, eTrailer required that I pay $55.91 to have the correct parts sent to me by the following day, which would still be a day late than anticipated. These GS-2250DL Grease Seals are only $4.46 each.

To clarify, I did receive the order timely, but with the wrong parts. To receive the correct parts within the initial time frame as ordered, eTrailer refused to ship them next day unless I paid an additional $55.91, because of eTrailer’s mistake.

I told Kevin D. of eTrailer that I would pay the next day shipping in protest, under duress and with all rights reserved. eTrailer charged $55.91 to my American Express card.

Kevin D claimed in an email that:

“A prepaid return label will be emailed. Please use the box from the replacement part to return the defective one. Follow the directions on the label and hand to any UPS shipping location or driver. etrailer.com appreciates return within 14 days.”

No return label has been received.

“A good business will take an unhappy customer and turn them into their best promoter.” - Steven Jobs

Arguably, eTrailer could have simply corrected its mistake by reshipping the correct parts next day air. That is how a plethora of companies like Amazon and many of eTrailer’s competitors handle such mistakes.

Rather, in this instance, eTrailer made the customer go through the hassle of taking and sending photos of eTrailer’s incorrect order.

eTrailer then required that I pay triple for the grease seals that I ordered, and which eTrailer confirms were correctly ordered by the customer, or alternatively, not receive the seals timely as expected.

This was eTrailer’s mistake; eTrailer admitted that it was its mistake, yet the customer was penalized by having to pay three hundred percent (300%) more on an order that was correctly placed.

I received a call from a supervisor, who identified herself as “Carmel.”

According to the supervisor, Carmel, it is eTrailer's policy to not ship overnight anything that it shipped incorrectly.

A “policy” that penalizes a customer is a policy shocks my conscience.

Many companies have a “policy” that if it shipped the wrong part(s) to a customer, the conversation would be very brief.

"We apologize, the correct parts are being shipped to you overnight at our expense." Done !!!

But, eTrailer doesn't have that policy. Carmel, the supervisor also refused to give me her email address for follow-up that I wanted to have with her.

My issue isn’t that the wrong parts were shipped. My issue is that I ordered the parts on April 1, 2018 because I needed the parts by Thursday, April 5, 2018, and I did receive the order on April 5, 2018.

My issue is that eTrailer refused to reship the correct parts so I would have them within the same initial time frame unless I gave them an additional $55.91 - and that is the shipping cost the customer has to eat for some $4.46 grease seals.

eTrailer could have simply shipped them overnight, since it was eTrailer’s mistake shipping the wrong parts. A good business will take an unhappy customer and turn them into their best promoter. That is arguably the opposite of eTrailer’s stated policy, which is arguably to penalize the customer for its mistakes.

Instead, eTrailer had given me the choice - either pay for the overnight shipping because of its mistake, or miss a trip, which because I had to make up for the day waiting and arguing with eTrailer, I did miss my trip.

eTrailer is not a vendor upon which I would ever want to depend on again. All they had to do was re-ship at eTrailer’s expense, and the problem would have been solved.

It’s called “Customer Service.” I am left with the impression and opinion that eTrailer Customer Service is more concerned with serving the interests of eTrailer than its customers, as the customer has to pay for eTrailer’s mistakes.

http://www.etrailer.parts