Y. O.

Update:
Since posting my original review, I received a thoughtful response from the president of Hitchweb, who personally followed up to ensure my return was authorized and progressing smoothly. I appreciate the transparency and their commitment to improving customer communication by moving away from scripted responses. It’s reassuring to see leadership taking an active role in addressing concerns and working toward better service. I’m hopeful the return will be completed without any further issues.

I had a really disappointing experience with Hitchweb. I ordered a hitch but never got a chance to use or even open it because I had to leave the country unexpectedly for a family emergency. While I was away, my car was totaled, so by the time I returned, the hitch was completely useless to me — still untouched in its original packaging.

When I reached out to return it, they refused at first because it had been over 45 days. After I explained the situation, they agreed to allow the return if I sent pictures showing the item in its original packaging and paid a 20% restocking fee, which I accepted.

But then they claimed the item had paint chips and said the warehouse might reject the return — even though the hitch was never installed or used, and the damage must have been there when it arrived. Now they're saying if the return is denied, I have to pay for shipping to get it sent back to me.

This whole experience felt like they were just looking for a way to avoid responsibility. I understand having policies, but there should be some flexibility and basic customer care — especially when the product was clearly never used. This was my first and definitely last time ordering from Hitchweb.