"I ordered the wrong part for my bike rack and was frustrated thinking it would turn into a whole ordeal. I called them and within minutes Emily set me up with the right part. Emily was very helpful in making the process a breeze! Highly recommended. "
"I called them looking for a discontinued replacement part for my Blue Ox tow bar. I tried several other stores before calling them with no success. Nobody wanted to spend the time to sell me a $5 part. Toby from Hitchsource called the manufacturer, tracked down the part and called me right back. It's rare to have that kind of support. Since then I've ordered a couple more products and have always had quick shipping and someone knowledgable who answers the phone. "
"I called Hitchsource and talked to David about buying an ATOC Draftmaster. Well, I was wrong about my hitch size. When I called back to change the hitch size that was ordered, David talked me through the weight load issues for my size hitch and I wound up having to cancel my order with them. He was great about the whole thing and I for one really appreciated his honestly cautioning me against buying the product for my application."
"ordered on 4/3/2018 and didn't get around to shipping until 7/3/2018, and didn't arrive until 12/3/2018 over a week later. The money saved by going with these guys wasn't worth the wait. Really, really poor service."
"I placed an order on Thursday with a promise it would go out Friday and I would get a tracking number emailed. Well they managed to find time on Friday to charge my credit card on but didn’t bother shipping it. When I contacted them Tuesday of the following week because I never got a tracking number I was told they never shipped it till Monday. I told them to cancel my order because they didn’t ship as promised (they had it in stock all the time) and I would have to get it locally because of their failure to ship as promised. They said they couldn’t (or wouldn’t) but I could send it back. I sent it back immediately and then waited for my refund which never came so I had to contact them once again as they don’t care about customers once they have your money. Weeks later I finally received a credit on my charge card but it was $12.33 short so I contacted them ONCE AGAIN. This time the story was it is their POLICY to charge the customer shipping on returned items to which I said it was YOUR FAULT it had to be returned. Several emails were sent back and forth but all they would say was it was their POLICY. Every company will make mistakes from time to time but how they are corrected will tell you what kind of company it is. With all the great companies out there doing what’s right HitchSource is one to stay away from."
"I ordered a hit and T electric adaptor. I checked each day to see if it had been shipped. During that time I got the usual thanks for the order, signing up etc emails. After waiting 3 days I rang to see if there was an issue. I was told the item I ordered was discontinued and that an email stating this was sent and that the do have another hitch for $30 more.
Firstly, I did not recieve any notification, either in normal or junk email (I had been checking regularly), secondly why would I be calling to find out if there was an issue if I had? I would think most reasonable people would be asking for options to rectify the situation. However she wanted to argue the point.
I dropped the discussion as it was going nowhere. I then asked for alternative options, I was offered a substitute for "only" an additional $30. Followed by "That's Ok isn't it! It's not too much more".
Let's break this down, they falsely advertise products at a reasonable price. Once you are engaged try to up sell a more costly item. There was no apology, no price match and no ownership. Sorry this is simply in my opinion poor customer service.
I thanked her for her time and cancelled the order, the two stars is for the prompt cancellation and returning of my money with minimal fuss.
I reordered from E trailers.com, for a better price. The order went through with minimum fuss and was delivered early.
"
"just a middle man to take your money, order as you would from the company.
they steal your money even after you pay for 1 item return of the several bought.
Thats after weeks of delay for product, weeks of delay after returnn.
Then they would not have returned the money w/out me calling for it day after week.
Worst internet purchase ever and i buy a lot with business and pleasure."
"I ordered a tow package for pulling my jeep behind my rv. I wasn't sure what I needed so I called in. Toby helped me pick out the parts and everything came as expected. It was a great overall experience. "
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"I needed a braking system for my RV and wasn't sure which one to get. Jeremiah was very helpful, listened to what my configuration was, and suggested a product that I'm very happy with. It is nice to have a company that not only answers the phone, but also knows what they're talking about. Unfortunately that's more the exception than the rule these days. "
"Great customer service. Hitch was easy to install and and shipping was fast"
"Stay away from Hitch Source.
I placed an order for over $200.
One $23 item I ordered was mislabeled on their website. I called the manufacturer and they agreed and said they didn’t make a product for my situation. I then researched and found one made by a different manufacturer but realized that Hitch Source didn’t sell it so I thought I would just do a simple return. When I called to see about a return the representative immediately became defensive and argued with me about the mislabeling.
When I pointed out that I had called the manufacturer and they had agreed that it was incorrectly labeled by the seller, the representative became combative and refused to accept return because it had been over 20 days. (I received the product approximately 26 days before) Even though item was unopened, in perfect condition, I would be paying return shipping and had been sold under false information, they refused to accept return.
If the item had been labeled correctly I would have continued searching until I found the correct product.
Also the packaging was pretty bad. They opened the hitch box and loosely tossed in the other items I ordered which included some delicate items. Many things were scraped and the hitch itself was poking through the box and banged up.
Summary:
Price-OK (Slightly cheaper than others)
Packaging-Bad (No protective packaging at all)
Customer Service-Horrible (actually non existent)
Return Policy-Restrictive (20 Days E-Trailer is 60 days)
Product Selection- Limited (Didn’t carry the correct product for my situation)
"