Reviews

Review Details

• Review fromWilliam J

  Date: 03/25/2025

  1 star

  William J

  Date: 03/25/2025

  Absolutely terrible experience. I purchased an rc plane and transmitter from tower hobbies (which I now know is owned by horizon). I ended up cancelling that order after waiting 10 days and it didn’t ship then after waiting an hour for “Bob” with Horizon Hobby customer service to answer. This guy is in the wrong business. 2 days later I see a debit from my bank account from horizon hobby for the same order as if I purchased the same order from horizon hobby. What the heck is going on here!? I never placed the order again. I called Bob back and waited another hour on the phone and he said it wasn’t his problem and that I shouldn’t have ordered it twice. After coming unglued over the phone and him hanging up on me he called back with an RMA number. I just waited another hour for Horizon Hobby customer service to see why after 15 days of receiving my rma that I haven’t received the refund and guess who answered!? Yup! Friggin Bob! This guy loves to **** people off! He said that it may take 10 days to see a refund but, I should just wait until the department receiving the rma’s gets around to it. He offered to email the department then retracted that offer. I asked him to go ahead and send the email, then he replied that he would get in trouble for sending the email to check on the status. Bob will get in trouble for helping a customer Horizon Hobby!? Seriously!? I’m copy/pasting this review everywhere Horizon Hobby. Do better

  Horizon Hobby, LLC

  Date: 04/17/2025

  Mr Jones purchased a 3-part item from us and upon delivery reported that it contained only one of the parts. We have investigated and found that the item is indeed mispackaged and have initiated a full refund for his purchase, and are working with the vendor to correct this. We would also like to extend an apology for the way he reported being treated by one of our representatives and have addressed the issue internally to ensure every customer is imparted with the confidence that their issue is important to us and we value their business. We thank Mr Jones for the patience he demonstrated, and hope to better serve him in the future to a level he both expects and deserves. Sincerely,

• Review fromJohn H

  Date: 03/17/2025

  1 star

  John H

  Date: 03/17/2025

  I purchased a Synapse gyro that was incompatible with my Spektrum PowerEdge 14 receive. I attempted to return the gyro this morning and my return was denied by Horizon Hobby rep Joel L. I asked why my return request was denied and I was not given an explanation. I asked to speak to someone higher up and I was denied that request too! I attempted to call Horizon Hobby directly and I was unable to get through to anyone! How does a company obtain a business license who treats people like this. I hope the denied return was not determined by the issue I had with Matt G yesterday. That was another product that I was requesting help with. Apparently, Horizon Hobby believes the customer is not right and you are not allowed to be upset about a Horizon Hobby product you purchased and waiting on the hold for over 45 minutes to deal with horrible customer service!

  Horizon Hobby, LLC

  Date: 03/18/2025

  We strive to be as transparent as possible about our return policies to help our customers make informed decisions. Our return policy is clearly outlined on our website, and while we always do our best to be flexible, this request was, unfortunately, beyond the return window. We understand this may be frustrating, and we genuinely regret any disappointment. Our goal is always to provide clear guidelines to prevent any surprises, and we appreciate that customers choose to spend their hard-earned money with us.

• Review fromYu B

  Date: 01/27/2025

  2 stars

  Yu B

  Date: 01/27/2025

  On January 7 I've ordered twelve ets of Proline tires on a great sale and by January 27 they only delivered two sets out of the twelve in my order. They also charged full order shipping price. I'm especially annoyed because when I contacted customer service on January 14 they advised that they were out of stock despite taking orders and were "unable" or more prcisely unwilling to ship similar product given it was their mistake in msmanaged inventory tracking. Meanwhile, I've ordered a bunch of rims from another shop that I have no use for now.

  Horizon Hobby, LLC

  Date: 01/28/2025

  Our goal is not to set the customer up with unpleasant surprises, such as not having inventory if we show we have it. In this case, the status of the tires at the time of the order was back ordered and unavailable. We are sorry if this was missed; our goal was to set clear expectations, and the only charge was for what we could and did fill. The shipping charge was appropriate for that shipment.

• Review fromMichael M.

  Date: 01/25/2025

  1 star
  Purchased a simulator 3:30 on a Friday afternoon. Paid for next day shipping, note no disclaimer that the next day shipping window passed. found this out from rep. Tried to cancel 20 min later to which I was told was too late to cancel found out from a manger email my order was already on a truck an as per their shipping policy stated on websitr it would be too late to cancel since it was on a trailer already. Pretty quick. But since the next day shipping was too late and I would recieve it on monday ot Tuesday. I could request a return and didnt know abut the next day shipping charge. DO NOT PURCHASE anything from these people. It seems to de deceptive practice and at the very lease not good customer service.

• Review fromBrandon M

  Date: 01/16/2025

  1 star
  I purchased a high $ RC item that was on "Sale". Immediately after shipment(when I couldn't cancel), it went on sale for 20% less(a significant sum). Customer service refused to refund the difference and told me to return/replace if i wanted the new price. They would not process a return until I received it and want to charge me fees for the return. Apparently rejecting the package with the carrier avoids return fees... This company has great marketing, then leaves you in the dust.

• Review fromBryan H

  Date: 09/16/2024

  1 star
  Completely upset! Spent 1,500.00 on an electric plane. Wheel retracts are not working. Spent four hours on hold today for help and no answer. Even after being 1 caller down we were disconnected. Sales and CS help only sent an answer via chat to sign up for a "refundable" $1.00 to get to someone to help! We are not spending another $1.00 for assistance with a product they offer. This is so upsetting! Cannot comprehend our nation getting to this point where you cannot reach someone directly to assist in issues, especially with high dollar items purchased.

• Review fromMichael W

  Date: 08/06/2024

  1 star

  Michael W

  Date: 08/06/2024

  Absolutely garbage customer service. They talk over you while you’re trying to explain your situation, the part numbers are always contradicting themselves between what they have written in their manuals and what they have in their computer system. I purchased a ARRMA SENTON 3s blx and it stripped the rear differential gears so I talked with a representative who assured me that if I had the receipt, they would send new parts to replace the old parts. They sent me just the bare minimum and the parts they sent do not mesh properly. When I contacted them to return the parts they sent and send the parts I need, they declined. This is clearly a case of false advertising (2 year warranty with receipt) and junk plastic parts that should be made from metal. I will never order from Horizon again and will never purchase another ARRMA vehicle again. This is my second vehicle and both times customer service was horrible, couldn’t get it right, vehicle was cheaply made.

  Horizon Hobby, LLC

  Date: 08/15/2024

  Horizon Hobby always regret hearing we disappointed a customer. We take the quality of our brand products seriously. We have an entire quality team that monitors all feedback, repairs, returns, reports of our products and will immediate address issues when a pattern presents itself. In this case, we did see that anyone that was a hard basher of the Arrma Senton was experiencing a differential break and we modified the future models with a stronger differential and immediately offered free replacements of the differential gears. Reports of an entire rear unit needing to be replaced were never identified as something required for this particular issue. It was only a small percentage of customers that purchased this model that experienced breakage, but enough that we wanted to improve their experience on. Once Mr. W**** identified that he needed more than we sent, we sent the entire unit at no charge. His experience was not typical of the experience that had been reported by others, but we made this right for his unique experience.

• Review fromTom L

  Date: 06/24/2024

  1 star
  This is a negative 5 star review. HH used to be a great company but someone has completely mismanaged it. It doesn't help that ** reviewers never mention how bad the customer service is now and continue to kiss booty for free airplanes. Shame on them. I ordered an in stock, UMX Conseiendo 3 months ago, and still haven't received it. Even after half a dozen chats with customer service, nothing. The last contact was supposed to be a refund but hasn't happened. BUYER BEWARE. And Y****** reviewers should be ASHAMED.

• Review fromWill S

  Date: 06/14/2024

  5 stars
  I've had a fantastic experience with Horizon Hobby. Their support has been great. Not sure why others have had issues. HH Elite Support has paid for itself year after year. I know so many rc pilots that have had outstanding experience with HH products and support. Unfortunately, I think a new pilot will have issues and blame HH for their mistakes..

• Review fromSam D

  Date: 06/10/2024

  1 star
  I ordered two jet boats on a saturday and realized I put in the wrong address. I immediatly contacted them but since its saturday I had to send an email. I called first thing monday, as in 9:00 CST on the dot. They said, too late, it already shipped. I didnt have a tracking number mind you so trust is below average at this point. They said they would try and contact f****. Long story short, my boats are in another state but they still have my money. No help at all, i never got a call back, I had to call in everyday and get the run around. I used to order everything from HH. Never again.