Got a new Tacoma a few weeks ago -- as expected, love the truck! Had a Toyota hitch installed and needed to get attendant stuff for towing -- ballmount, hitch ball, stepdown adapter for my 1.25" bike carrier, etc. I've ordered stuff from Etrailer.com before with good results; so, I did so again. Following are comments I've tried to send to Etrailer.com (not sure they went through). Anyone had any similar problems getting response?
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On 6/15/07 placed my third online order with Etrailer. Until this experience, I have been very happy with Etrailer. I am no longer so.
Received current order for a ballmount, hitch ball, pin and 2" to 1.25" adapter on 6/20/07. Everything was in good condition except the adapter, which looked to me to have been severely used. It was scratched and gouged. In one place the paint was chipped completely off and there was surface rust. It was not structurally damaged that I could see, but, as I later told Etrailer, I expect new products to look new!
I immediately called customer service. I was asked if I could send pictures; so, I took a set of photos with my digital camera. At that point I was ticked, to say the least, but thought I might wirebrush the adapter and repaint it myself. Overnight, I changed my mind.
On morning of 6/21/07 sent a complaint e-mail to customer service with photos attached describing my dissatisfaction and requesting a prepaid return shipping label. Called Customer Service when the company opened (9:00 a.m. Eastern time). Woman on the phone was apologetic. She checked to make sure my e-mail had arrived. It had, and she said she could see what I was talking about. She also said she would turn my complaint over to one of the managers, who would get back to me within "a couple of days." I explained I had some upcoming travel and wanted to get this matter handled expeditiously. I even gave them my cell phone to call (something I almost never do).
It's been almost 24 hours and I have heard NOTHING. In fairness to Etrailer, I have been satisfied with past performance and 4 out of 5 items ordered this time. However, this incident is enough for me to consider terminating any relationship with this company. It leaves me with the opinion that the company is much more willing to take my money than to give it back when something goes wrong.
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George Bame Norfolk, VA