Pacific Boat Trailers, Corona CA

I ordered a UFP Hydraulic inner member slide on 3/22/23. It arrived at my door on 3/31/23. Cross checking with Amazon it would have been about the same timeframe. I've read through the reviews and agree that in person communication could be better hence the 4 star review. I had a general question about the part I ordered and found I could only get general electronic replies. It's always nice to talk to a real person. The bottom line is I have the part and shipping it from the west coast to the east coast within a 7-10 day window is a reasonable time frame. If they would have picked up the phone it would be a 5 star review. With that being said I believe they're experiencing the same labor issues as everyone else so have a little patients. So to all those whiners before my review let it be known I'll order again when needed.

Customer service is terrible, called three days in a row, left countless messages to finally get a hold of someone about a return. I also placed an order first thing Tuesday morning, paid for two day shipping, just for it to sit and not be shipped until Thursday. So now I won’t get the part I need until Monday which will be to late to make my tournament. This place has good prices, but terrible customer service.

I placed a government order online and I can't get the sales associate to answer the phone. I won't be spending anymore of uncle sams money here.

I purchased a Trailing arm online and they charged my card twice. I noticed it when they sent me a notification email stating two separate orders. Immediately, I emailed the help desk. Found out the email address was no longer monitored or used by PBT. So I called and called.no answer. Finally Left a message to tell them not to ship the other order and explained everything.nobody called me back, the orders delivered. I called and called and called, left two messages and no call back. Finally, after calling every week for two weeks, I get ahold of the parts dept.the young lady said no problem, just send back the part and they would refund the money.she even said she would send me a PRP label and confirmed my email.days past and no email or label received. Finally I just shipped the part back myself and called them to let them know. No Answer, obviously! (I bet I have left 5 voice messages) to me a global company, the customer experience management is not at all what you should expect. Then the package delivered so I called again. Nobody answered so I left another message stating that they have received the package and to call me or refund me. I have been dealing with this for months now. I work in customer service so I understand things happen but at this point there is no excuse for the negligence and unprofessionalism. This is a simple fix that is turning into a big problem.

I'm leaving a 2nd 1 star review. I had an issue with my order and they have no way for you to contact them. They will not respond to emails (the auto reply tells you that). Phones don't work. They replied to my last review and said they would call me asap but that was 2 weeks ago and never got a call. Some people over there need to be fired.

Customer service is terrible. Phone number and email account won't work. Been trying for a week now with no help. Will not be using them again and don't advise anyone to buy from this company.

I've got an issue with the product i ordered but when you email them they auto reply saying they don't respond to emails anymore and to call instead. So I call the 888 number they provide in that email and get a message that its no longer in service. So I find their local Google listing and call their 855 number and get a message that it's not longer in service as well. I have no way of getting in touch with them (no way to message them on FB either). I hope someone from their company will read this and get back to me.

Placed an order a week ago, hasn’t shipped. I tried to email them but you can’t due to being short staffed. So I decide to call them, but you can’t talk to anyone in that department and they won’t return any phone call. I have been trying to get into contact with someone for three days. Good luck to those who order from them and be ready to pay for incredibly high shipping rates.
UPDATE
As of Tuesday I was able to get in touch with Luis in the sales department. He personally packed and shipped my order that day after talking with him, going out of his way to make this right.

Luis was extremely helpful and went way beyond normal Customer service!
Passionate about helping customers!

I placed a online order for a new brake cylinder for our trailer. After a week, I didn't receive any update. You can't email this company and when I called was told lady was on the other line and would call back. Never called back.

Terrible customer service never fulfilled my order and it’s been over two weeks and nobody calls and nobody replies to emails. I need my money back stay away from them as far as possible.

Fantastic company to work with, both on their website and by phone. Friendly & professional, they work through purchasing and shipping changes with ease and patience. Highly recommended!

I just got off the phone with Kat in customer service and she was awesome, helped me with something I bought a while ago and told me how to change a part to make it work right. She is the best, saved me alot of work

Zero customer service…. Called for an estimate for a trailer I needed and was surprised to get someone on the phone. Told them what I wanted and the guy knew exactly what I wanted and was told I would have an estimate in 30 minutes.
No contact was made so the next day I left an email confirming contact info then later a phone message, 2 days later I made contact with a person in the office and they said they would take care of it, 3 days another email and a message call on their answering service to no avail. 2 weeks later nodda - have to shop elsewhere. Looks like the company only answers positive reviews. BEWARE

I have a Pacific Boat Trailer and purchased parts for my trailer. There was a problem with my order but replacement parts were sent. Unfortunately there were paperwork problems with sending the replacement parts over the border. Sergio assisted with this in refunding me the duty charges due to the paperwork issue. It took much longer than expected to get this resolved but it was taken care of eventually.

I recently placed an online order for a couple of bearing kits on the Pacific Boat Trailers website. Their prices were affordable and upon placing my order I received my email confirmation. Following that, I received notification via email during my order processing, after shipment with a tracking number and then more notifications showing where my order was in the delivery and finally once it was delivered. I have to say that they offered the best notifications that I have ever received from an online transaction from any company. My order arrived and it was exactly as described on their site. Pacific Boat Trailers is absolutely incredible!

Took my recently purchased, and older, boat trailer in to have some "upgrades" done. I was greeted by two nice guys, Ernie and Luis, who gave me their honest opinions about how to best meet my needs. Instead of up selling me on a new trailer, they talked about how well built mine was even though it was 25 years old. They offered sensible upgrade options, plus insight on the others I had wanted based on what I'd seen on other trailers.

One thing I really wanted, and honestly needed, was a trailer ladder near the hitch so I could safely get onto my deck boat. I loved the cost effective and reasonable ladder set-up they came up with. All the work came out awesome; LED light kit, new disk brakes instead of drum, hitch setup and such.

After getting the trailer home, and spending some time working on the boat itself, I figured out the ladder setup wasn't cutting it. Although I thought it was good initially, using it a few times clearly showed me it was not going to achieve what I'd originally wanted. A way to safely get on to my boat, both for me and my wife.

I returned with the trailer, and after explaining my concerns, the Luis agreed without issue. He apologized, even though I originally told him I had thought it was good, and explained that it doesn't happen often but sometimes things don't quite work out when but in to practical use. He squeezed me in the next week, which was greatly appreciated, and added a step to make the ladder and handle just as I had needed. No hassle, total professional, customer first approach.

I recognize that having "custom" work done on an older trailer can be a challenge, especially when asked to do it as reasonably as possible, but the willingness to do it as close to my expectations as possible was not only amazing, but honestly refreshing.

They've got some really good people down there, and I don't want to overlook the front office gal either because she was always so patient and helpful too, that make this team worthy of your consideration.

Very good service knew exactly what I needed, fabbed up a new axel for 23ft bayliner, trailer came out better then expected and was done in a very timely manner! Give them a call if your in need for any type of boat/trailer repairs. Ask for Sergio!