Online Shopper
Post-Delivery FeedbackJul 25, 2025
While on the road, we encountered an issue with our current hitch setup and needed to urgently replace it with a load distribution and sway control hitch. I called the parts department to check availability, and the representative I spoke with was courteous and helpful. He looked up inventory, gave me item numbers, and even placed me on a brief hold to double-check stock. I appreciated his efforts and ended the call once I had the information needed.
After researching further, we decided on the hitch we wanted and placed an online order for in-store pickup. We chose to order online because it allowed us to receive cash back through Rakuten and we were located 45 minutes from the store, making a return trip undesirable.
After submitting the order, we received an on-screen confirmation stating the order would be ready within 24 hours. However, we never received a confirmation email, which was concerning. Still, based on the web page message, I planned to pick up the item the next day.
Upon arrival at the store, I was greeted politely and directed to the parts department. When I spoke with the associate there and showed a screenshot of our order confirmation, he was still unable to find the order in the system. I then provided all the screenshots I had, including payment confirmation and product details. The associate responded that “for future reference, we don’t receive online orders until after 24 hours from the time of purchase.” While he eventually located the order and helped me load the hitch into our truck, the process felt reluctant and left me with a poor impression of the online order/store pick up fulfillment system.
This experience was disappointing, especially considering that we’ve previously purchased two campers from Camping World and had positive interactions with the sales department. Unfortunately, the service and parts departments have not met the same level of customer satisfaction, and this online order issue has added to that list.
I hope you will take this feedback seriously and use it to improve communication around online orders and training for staff to handle such issues more efficiently. Your loyal customers deserve a seamless experience—especially those who are traveling and relying on your support to continue their journeys safely.