ETrailer.com NOT HAPPY

[s219]

I've had real good luck with eTrailer in the past. I just ordered a replacement trailer light lens this week, and it shipped the same day. Plus they only charged about $2 for shipping this small item, which was a relief to see.

I wouldn't crucify them for one delayed order. Based on my experience, they are responsive in the customer service department, and they will probably take care of you if you are dissatisfied.

I often have equipment torn apart waiting on parts. Sometimes it works out. Other times it takes up space for a week or more. Many times, the weekend interrupts the shipping cycle and really hurts the repair timeline. I have some John Deere parts on order right now, to fix my mower deck, and it looks like they all will arrive on Monday. That means I lose the weekend for completing the repair and for mowing. That's just how it goes sometimes. Getting parts by internet is not always predictable in my experience. If time is an issue, I will buy locally when that's an option.

 

[Dan in CT]

I've used them 4 or 5 times in the last 2 years, always had quick shipping for what I've ordered. :thumbsup:

 

[crazyal]

In this day and age there's no reason why they can't keep track of how much of an item they have in stock. A number of companies I deal with actually list the number they have on hand.

I wouldn't write them off but I would let them know that you aren't happy and maybe they will upgrade their site to be more accurate.

 

[schmism]

Guess I should give them another chance after listing to you guys. What ticks me off though is they clearly stated they were in stock. I don't mind mistakes but they had 4 days to MAN UP and let me know they were back ordered.

Chris

Ordered a small order from baileys. As im checking out i notice an add for there close out crap. I check it out and turns out they have a 32" bar and chain for like $30. As i could use the length for my alaskian chainsaw mill i added to cart. Showed in stock when i hit the order button.

Also included a ripping chain and reg chain. but when the order showed up they didnt send the bar, sent the chain tho! so i call them up, when is the bar comming?.... its not! so now i have $50 worth of chain i dont need. Ok send me a label and ill send it back. OH no she says, you have to cover shipping back to us!

so cost me $10 for parts i dont need because they couldnt contact me and ask me if i wanted 32" chain loops for a bar that they arnt going to send me!

as for etrailer.

its agravating but they should have free shipping on over $100 so you likely saved enough $$ on yoru past orders to have built up some good will over one jacked up order....

 

[jeffsw6]

In this day and age there's no reason why they can't keep track of how much of an item they have in stock.

Human error? Theft? Vendor sometimes sending the wrong part? These things happen.

The reason diamondpilot seems to be upset is because they didn't bother to call him and tell him the item was out of stock. One would assume the person who got the pick order had no way to know the customer expected it shipped out right away. He slipped through the cracks and that is what they should try to fix -- let the customer know if there is no inventory to ship out.

BestBuy and some other companies had a very public problem with this Christmas '11 -- they "sold" DVDs and other items online, did not actually have inventory of those items (but KNEW they didn't) and they waited until like a couple days before Christmas to inform customers. What those jokers did was deliberate and wrong. etrailer just made a mistake and compounded it by not having the right process in place to inform the customer.

I just ordered two identical repair parts from a distributor. They sent me one "2408H" and one "2408J" but the J is not compatible, even though it looks identical and comes in the same box. What happened? I am sure someone stocked a J into the H bin by mistake. I called the distributor and they are sending me an H and a return label for the J. They would have sent it to me overnight if I needed it, but I didn't, I can wait a week.

Then I needed a different part I can only get from the mfr. I called the mfr parts dept and mentioned the H / J mix-up while the guy was waiting on his computer. He sent me the other part I needed for free. I figured I got some good karma by being patient with the distributor.

 

[3930dave]

Integrity of stock information - IMO a notable business metric.

I think smart companies doing business on the web only have 2 choices - 1) put the ergs into having accurate information for all stock posted, or 2) post valid stock levels on high running items only, and the rest are "Call to Check". Either way, the stock info has to be valid.

From the other feedback, these guys mostly seem to do the right thing, although not in this case.

BTW, any affordable shipping in Canada means 1-2 weeks normally on bulky items; I'm always impressed by what is considered Normal Service in most of the USA.

Rgds, D.

 

[Diamondpilot]

Well, I got a update. It shipped today, quick shipping free. Real nice, I paid extra for the "quick shipping". No we are sorry, kiss my butt, nothing.

Chris

 

[jdrobison]

thats why when I order online I call to check stock if its something I need right away. it could have been in stock at beginning of the day when net was updated and sold out before your order was placed that day

 

[yelbike]

Chris,
I feel for you....well sort of. Like others have said mistakes happen, some companies don't update their websites as well as others. But the main thing I look at now that I'm in business for myself, I can't do it right everytime and for everybody.....mistake happen. It sounds like you've ordered 9 (probably more) time in the past. One mistake. Thats 90%. If your kid got 90% on their english essay, you'd probably be proud. Its about perception. Now, I would expect better than 90% from a retailer but not 100% all the time. For repeat business, I use the rule of three strikes you out. My :2cents: and :drink:

 

[slowzuki]

They are an inexpensive place to buy stuff usually. From the world of contracting, the low bidder is rarely the easiest to work with.

Well, I got a update. It shipped today, quick shipping free. Real nice, I paid extra for the "quick shipping". No we are sorry, kiss my butt, nothing.

Chris