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eTrailer screws up and doesn't care

692 Views 7 Replies 7 Participants Last post by Unknownrash, Dec 17, 2005

RTM

Discussion Starter · Dec 15, 2005 (Edited)

In previous posts I've recommended etrailer but now I rank them at the absolute bottom on post-transaction customer care.

My wife ordered a receiver hitch for me on 12/7 as a Christmas gift. On 12/8 they sent the order confirmation to MY email address and ruined the surprise. Nice work. On top of that, they flatly refused to do anything to take the sting out. We asked them to apply a free shipping/hitch lock offer as a good faith gesture. A promo I might add, that was active when my wife placed the order, but she didn't know about it and wasn't "tipped off". Etrailer's response was essentially, "sorry about the mixup. but we're not going to do anything to make up for it." Honestly, its not even about the $15 and the hitch lock. Their refusal to atone for a mistake and complete indifference to keeping a customer happy, and the attitude with which they brushed us off is completely discouraging. This is the second time I've had this experience with them and I let the first one go. So, to keep my $15 and their hitch lock, etrailer has lost a loyal customer and the good will. It's sad when business is so good that a company doesn't care if you're satisfied. And it seems too common these days.

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1fastvx

· #2 · Dec 16, 2005

When your wife bought the hitch did she put in your email address? I dont see how they would have sent an email to you instead, unless your email was enetered on the order form. Just to add to that I had a friend that bought a hitch from them and it had a few scratches on it that he was not happy about. etrailer.com promptly emailed him a return shipping label and took it back with no issues.

John

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Lothar Othp

· #3 · Dec 16, 2005

My 1 experience with eTrailer was also less than stellar. It took almost a month to get my product. They gave me the indication it was in stock and would be shipped soon. If I had known it was going to take a month I would have gotten my hitch somewhere else.

Don't you love all the 'quotes' from satisfied customers on their website? Its obvious they are all made up.

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galleywench

· #4 · Dec 16, 2005

RTM said:
My wife ordered a receiver hitch for me on 12/7 as a Christmas gift. On 12/8 they sent the order confirmation to MY email address and ruined the surprise. Nice work.

I don't get this... how would they know your email address if your wife didn't put it in the email address field.

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roadiegonebad

· #5 · Dec 16, 2005

just cancel the order

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Call_me_Clyde

· #6 · Dec 16, 2005

Perhaps from his earlier order?

galleywench said:
I don't get this... how would they know your email address if your wife didn't put it in the email address field.

Could be that it was on file from a previous order. Could be the wife screwed up. Unfortunatley these things happen. Whatever the case may be, I feel bad for them that the surprise was ruined. It would have been good business for them to offer up the promo, and while I don't think you're owed anything other than a sincere "I'm sorry" for the mistake they made in tipping you off, it was poor business for them to refuse the promo, regardless of circumstance. What would have happened if the wife found out about the promo the next day and called back to request it? Like RGB said, cancel the order.

Hopefully the wife has better surprises on the way.

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RTM

Discussion Starter · #7 · Dec 16, 2005

Call_me_Clyde said:
Could be that it was on file from a previous order. Unfortunatley these things happen. Whatever the case may be, I feel bad for them that the surprise was ruined. It would have been good business for them to offer up the promo, and while I don't think you're owed anything other than a sincere "I'm sorry" for the mistake they made in tipping you off, it was poor business for them to refuse the promo, regardless of circumstance. What would have happened if the wife found out about the promo the next day and called back to request it? Like RGB said, cancel the order.

Hopefully the wife has better surprises on the way.

Clyde, you hear what I was saying 100%. The order confirmation has my wife's contact info on it. I'm a "preferred customer" of theirs (same last name) so I suppose someone shot the conf. to me by mistake. Hey, mistakes happen, this one unfortunately ruined a christmas gift, but I'm not interested in holding their feet to the fire. We offered what we though was a more than reasonable compromise. no dice.

regarding canceling the order...here's another great moment in customer service. she called and asked if they would apply it to the order...nope, for new orders only. ugh. OK I'd like to cancel this order and I'll just put in another one. "OK, but the order is in the "system" so it will be shipped and you'll be responsible for the costs to ship it back to us. We don't pay return shipping unless it was an error or damage from our end." ugh.

Again, it's REALLY not about the money. And it's not about someone paying for making an honest mistake. It's about frustration and disappointment compounded by their complete indifference and accusatory attitude. They'd sooner get into a big argument and start the blame game then settle the issue with the smallest possible gesture. Very short sighted, very petty and very unpleasant to deal with.

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Unknownrash

· #8 · Dec 17, 2005

Wow, that's crap. See, if they just sucked it up and gave you the deal you wanted they would of kept you as a repeat customer and not the other way around. I got a hitch from them and it was quick and cheap, but they just threw the hitch into an empty box with no packing material and the thing was poking out the box when I got it!

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