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Complaint Details
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Initial Complaint
07/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Transaction date: 2/17/2024 Order number: *************** Price: $286.19 Return Authorization number: ****** Product returned to vendor on 3/7/2024 ***** Tracking ID: ************ Multiple tickets have been opened with Horizon Hobby with no resolution. Initial representative said they're, 'terribly sorry for the delay'. A different representative on a later inquiry stated that the amount was accidently applied to store credit and that the error would be fixed and money refunded, but no action to present. Emails have been sent to the vendor with no response. Item was returned on 3/7/2024, and it is 7/15/2024 at the time this complaint is being filed.Initial Complaint
06/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had a defective prop spinner and propeller failure and it was only less than a month. The parts that were defective were a 2 part setup but however Horizon Hobby only sent me 1 part of the prop assembly. Normally propellers are one piece but on this plane the "Night Radian" it is a 2 part setup. The damage occurred mid flight causing the whole assembly to be lost while in flight. Through the painstaking lackluster support I was able to have ****** * according to the emails to order the new replacement parts and have it shipped. I then in the follow up email asked her if she shipped both parts, since the prop system on that particular plane is 2 parts and I wanted to confirm if she sent both parts (******* * **********). I did not get a reply for over 5 days and the part (*******) did arrive but it was not the complete assembly to compensate me for all of the damage that occurred. I decided to get on their website to chat and possibly resolve the issue, I spoke to an agent named ***** * who stated in the email "Thank you for contacting Horizon Hobby. Our apologies I see that you sent a follow up message regarding the propeller that was not responded to. I'm placing an order for the propeller now. Order Number ****** I was curious to see if they shipped the promised part and contacted the chat to follow up only to find out that the support agent ***** * improperly listed the free/replacement item and the chat agent said they would fix the issue and send me an email. I have yet to receive the email so I decided to post to the BBB and also other websites to show my disgust in the company support and policies, procedures and follow ups with their customers. The bad thing is that it's not the first time I have had issues. It's been with all of my orders! I am a veteran and I guess my free shipping is not worth it if this is how they do business? Hopefully this issue will be resloved as a TOP PRIORITY and I will be taking business elsewhere and advise my friends!Initial Complaint
06/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
Horizon Hobby offered a 10% discount on my next order if I sign up for their mailing list. See attached screen shot. I signed up. I received confirmation that I would received a 10% discount on my next order (See second screen shot). I did not receive any e-mail discount code. I checked my spam folder. I did receive promotional ads shortly after sign-up, confirming the correct e-mail address was used. My e-mail address is linked to my 8 year old Horizon Hobby account. That's right, I've been a customer of theirs for 8 years+. I place a $410 order (Order Number *************). The 10% discount did not appear to get applied. I immediately contacted customer support via the online form explaining the problem and requesting that the adjust my order by 10% accordingly. Five days later I got a response. They would not honor the discount. Instead, they would offer a discount on a future order. This was a large order. I wanted the discount on this order, not a future, smaller order. I asked them to honor their promise or allow me to cancel. They refused. They said the order already shipped. That wasn't true when I filled in the form. It was true 5 days later when they bothered to reply. They said I should have received a code. I didn't. I tested two other e-mail addresses after. Still no code. No mention of needing a code on the screen shots either. I am requesting they refund my credit card 10% on order *************** or allow me to cancel the order and send me postage for return shipping.Initial Complaint
06/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I was flying my brand new UMX Turbo Timber Evolution the other day and suddenly the servo for the right aileron seized up and no longer worked. This resulted in the airplane doing a nose dive and drifting towards the tree line, resulting in the plane lodging itself about 80 feet up near the top of a tree. I’m very disappointed, since this has never happened before in my 10 years of flying Horizon Hobby aircraft. I wanted to see what the next steps would be, since this was a defect on the servo. I contacted support to try and submit a warranty claim and was told that this is a fly-away, and as such won't be covered. This was not a fly-away, this was a servo defect. Additionally, the warranty terms of service don't list this as an exclusion, making this a valid warranty request. I am blown away with how little support and deception I have received from a company I've supported and spent thousands of dollars with.Initial Complaint
06/10/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We purchased 2 remote control planes from this company on 11/21/2003. One was recieved prior to Christmas, the other never shipped. We have emailed and called the company since January looking for a refund of 379.99 for goods that were never delivered. We have recieved responses, however all of the responses keep saying that they are looking into it. This has now been going on for 6 months. We are solely looking for a return of our money. We have a complaint filed with the company #********Initial Complaint
06/06/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Trying to get in contact with the company with no response. Done just cancel my order. I'll do business with people who will take care of their customers. After research found that they only answer here.Customer response
06/10/2024
They have contacted me about this matter and have issued refund.Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased a AXIAL SCX 10 III on 04/06/24 from HobbyTown online. Product # ********* Spent $637.14 For RTR Jeep JLU Wrangler Orange Received 04/10/24 From The get go, tires and wheels wobbling, body was scratched, contacted Axial support, they sent me 2 new tires. Replaced tires and all 4 are still wobbling, they now advise I send in Jeep to service when I haven’t even driven it.. why should I spend $637.14 for something that’s suppose to be RTR (Ready To Run) and I can’t even do that.. and now they want me to go longer without a car.. Very unhappy with axial and horizon hobby..Customer response
05/07/2024
I would like just refund instead of replacement and refund.
Business response
05/13/2024
The Hobby Shop this item was purchased from (as well as all hobby shop retailers) are 100% independently owned and operated. We support the warranty on the Horizon Hobby brands they carry. Any return for refund would need to be requested through the Hobby Shop. The transaction occurred there and the Horizon Hobby can only service the products. Please visit the retailer you purchased this from for any return exchange or return credits. Otherwise, having our Service Center inspect the product and ensure it is in good working condition is what we can offer.
Customer response
05/13/2024
I am rejecting this response because:
I bought directly off the website. Not through a store. Therefor it falls on y’all.Business response
05/13/2024
The online retailer is independently owned and operated. They are a distributor of the Horizon Hobby brands but are not a franchise. The financial transaction was with them, not Horizon Hobby, therefore any return for refund must also be through this independent retailer. This is a very reputable retailer that we feel confident will support their sale.Customer response
05/13/2024
I am rejecting this response because:
I’ve tried reaching out to them and they want nothing to do with all of it, that’s why I’m reaching out to y’all..Initial Complaint
05/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased a Smart Charger from Horizon Hobby for $195.74 on 4/15/2024. They shipped it with the wrong zip code (I have provided correct information). The package has been on hold with ***** since 4/18/24. I contacted ***** and the representative explained that only the shipper can correct the address or request the package to be returned. I contacted Horizon Hobby to have them contact *****, to which they refused to call and update the information. They are refusing to work with me on resolving the issue, and only tell me that it is now the "customer's responsibility". I do not have the product, and they will not issue a refund. I need help on getting either so that it can be resolved.Initial Complaint
04/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought a ***** ******* *** ** *** Truck (purple body) thru ****** which is a Horizon Hobby product which has a one-year warranty. Within 5 minutes of running my truck in the grass it did minor flip which creased the rear of the truck body from one side to the other. Never in 30 years of driving and wrecking r/c cars and trucks have I seen a simple wreck do so much damage to the body. Tried to straighten it out and it bends right back in the same area. Filed a warranty claim, jumped through all of their hoops which included sending them pictures only to be emailed by some flunky telling me "that is a flex point on the body" and we won't send a replacement. REALLY! There are no written exclusions in the Horizon Hobby warranty, just a one year warranty which they refuse to honor.Initial Complaint
04/02/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I contacted th company to cancel an order on 3/29/24, I got an email on the 31st saying it was already shipped and could not be canceled. According to their website the order shipped on 4/2/24, so the order had not been shipped. In tip of all of that my card was charged 3 times for this 1 order.
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