Never recieved order, Hitchweb refused to take accountability
pretty disappointed, if I'm going to be frank. I was eager to support a local business but the courier Hitchweb used didn't follow the delivery instructions provided and left the package in a public area. The shipping notification email didn't come through either so I had no idea the package was even on its way. By the time I got the tracking and "proof" of delivery, the package was missing.
Hitchweb first said it was too bad, they couldn't guarantee the courier will follow instructions. They then approached the courier who said it wasn't their problem because I didn't include a request to have the package sent to a pick-up point (despite not getting the shipping confirmation email Hitchweb said I was supposed to get after ordering).
Hitchweb refused to take responsibility for their courier's error and said I was out of luck. I pressed on, they offered a store credit a few weeks later but one of the items I ordered was out of stock. I had ended up buying the products elsewhere just over a week after the original order was "delivered" and they are refusing to issue a refund, so I had to proceed with a credit card chargeback for Goods Not Received.
Reply from Hitchweb.com
Thank you for your feedback, truly unfortunate for all involved.
The order did include instructions on the address line but it wasn't enough for the courier to catch, and it was delivered at the common delivery area known to have theft issues.
Ideally a call, email or text prior to or not long after placing the order would have been preferred so we could have arranged delivery to an alternate address (pickup location).
We unfortunately don't cover situations where orders are stolen and have proof of delivery, but out of courtesy in your case and given what you presented us, we did however offer a few options, including the last which was a store credit of equal amount to your order which you refused.