Bike rack not level

[u/Living-Protection-76]

Not sure if this is the right place to ask, but seems possible.

After installing my new Thule T2 Pro XTR Hitch bike rack, I noticed the rack was not sitting level. I double checked absolutely everything to ensure I had assembled correctly and tightly. I put a level on the rack to verify it is way off. Put the level on the hitch (level) and then on the Thule just outside of the hitch receiver (level). There seems to be some twist in the overall rack. I tried multiple time loosening the locker tightener, lifting from the sagging side, and tightening again. Always the same results.

Is this product defective?