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Complaint Details
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Initial Complaint
03/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased an item. Returned the item back in September 15, 2023. I have still not received a refund. The time of return is too far out for my credit card to file a dispute. Horizon Hobby keeps telling me a refund has been issued and they “will have Finance contact our banking institution for verification.” multiple times and nothing has been resolved.
Business response
03/17/2024
This was resolved on March 5th directly with Mr. *****.Customer response
03/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a ******** GPS sensor ********* to have GPS telemetry data supplied to my ******** powersafe reciever in one of my turbine jets and it simply does not work. I contacted Horizon technical support (********) and spoke with *****, he was able to duplicate this issue I am having. So its a known and established problem. I have an email chain spanning over the last two months documenting this, and still no resoultion to this issue. When I emailed ***** again this week to find out when they will correct the issue he stated " we are not notified of software updates you will just have to check the website" which is basically saying they aren't going to resolve this anytime soon or they are not interested. Ive also been in contact with one of their software engineers and he also admitted its a code issue. I have a sensor manufactured by ******** who is owned and distributed by Horizon Hobby, that I paid $59.99 for through a local hobby shop and its useless. I want the problem resolved/repaired immediately or a full refund from Horizon Hobby.Business response
02/27/2024
A resolution has been accepted by the customer on 02/27/2024 on case ********.Initial Complaint
02/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I Place an order on their site 2 different times based on a blowout. Special advertise all over the internet and social Medi. Tried to order the product 2 times with no customer support explaining why my order wasn't fulfilled. Then I was instructed by their staff to cancel the order and place another one under AC under a sister's site netting the same results. My card has now been charged 3 times at around $300. No charge backs. No fulfillment of my purchase. And no explanation from any bath or contactInitial Complaint
02/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Dec 15th I placed an order for $150, and horizon billed my ****** full amount, even as they state that they only charge on back ordered items when they ship (see ****** invoice) shortly after I canceled 1 line item that was $59 today I canceled 1 more line item at $25 these cancellations are shown in second document contacted horizon today and they stated "We do not bill until shipped" I have proven this a LIE and they said "You will get the refund in the future, this I do not believe the $59 was never returned to ******Business response
03/04/2024
Thank you for sharing this with us. Please double check your ****** account. Your December order was for $150.10. We filled $50.04 in merchandise in December. In January (January 13, 24) when the remaining items to be shipped on the order were cancelled, we voided the remaining open authorization for $100.06. We see no additional outstanding authorizations to hold up your funds after that date.
We value your business and regret we did not have the inventory you desired in stock in a timely manner.
Initial Complaint
02/10/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased an r/c aircraft that arrived damaged. I contacted Horizon Hobby and they outlined the steps I needed to complete to qualify for a refund including photos of the damaged shipping container and the damage to the aircraft. I completed the steps and sent it back using the shipping label they provided. **** tracking showed it arrived at Horizon Hobby on 12/07/2023. After waiting the requisite time and no response I contacted customer service and their response was that the refund would "arrive soon," their words. Weeks have passed and no refund. Subsequent emails to customer support have been responded to with " I have reached out to our finance team." I waited a fair amount of time and asked again and their response was, " I have reached out to our finance team again." I fear I'm being runaround on this circular track with Horizon Hobby hopping I `ll give up. Any help or information you can provide would be greatly appreciated. I just seek the refund that Horizon Hobby said I would receive. Respectfully, ****** **Initial Complaint
02/02/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Today is Feb 2. On December 22nd a duplicate order for an RC car was placed on their website. I immediately contacted them to inform them of the mistake and to process a refund/cancel for the second order. They said they would escalate it to a manager. They did not cancel the order but instead shipped it. They and their shipping partner did not deliver the item to me; and it was re-routed back to them. I did not refuse the delivery, I did not receive the item. I never even saw the item. Using the tracking number I saw it was sent back to them. I contacted them and they said to wait for refund within 15 days. Today I contacted them as it has been 5 weeks. I told them I would defend myself if needed; and they said then that they would legally fight me and would not be helping me.Business response
02/02/2024
Mr. ******* situation was made aware to me via an email he sent to our company. I have reviewed the communication, the events, and confirm we do indeed own him a refund. I am currently taking care of that and we are emailing Mr. ***** directly. We regret the confusion. There were 3 identical orders placed in a short period of time and we should have clarified that we were handling the correct order, as we were not, but are now.Initial Complaint
02/01/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered a RC boat from HH and I received a small fusalage to a aircraft I have no use for , after contacting customer service and 10 emails later they said to return the tiny foam craft they sent and in 14 days I may receive my boat , I opened a case with ****** and they have been very helpful, I wrote a letter to the contact email of the parent company explaining the situation, I don't expect a response but it's the principle to make something right when I payed for a item I never received , mistakes happen but can be easier to make a customer happy instead of giving them the run around and make wait so long , they offer over night shipping on the website but refused to send my boat in a timely manner , anyone reading this beware your rolling the dice , this company used to be top of the line but they have really dropped the ball here and based on all the complaints I'm not aloneInitial Complaint
01/25/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I was charged 228.29 and never ordered anything. I tried several times to call and get help with no help. I called my bank to investigate the issue also. I read on line this is happening to a lot of people. They do not let to speak to a person.Initial Complaint
01/11/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Ordered two of their new transponders several months ago, at a cost $149.78 but was never billed and never received the mdse. or any contact about the order. This week I received an email saying the order had been shipped and then they charged me three times on my credit card for a total of $449.34, they must have problems in their billing dept. Have been unable to receive a response by phone, chat or email.Initial Complaint
01/03/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have returned two items to Horizon Hobby which they received under **** tracking: 1.) **** **** **** **** **** ** and 2) **** **** **** **** **** **. Tracking 1) Bluetooth module ,RA ****** item cost: $24.99 Tracking 2) brushless motor, RA ******, item cost : $69.99 The Horizon Hobby company have yet issued a refund for the items listed per RA numbers defined above. They are tracking this case under ********. The amount of money I paid to the business is a figure without sales tax. This case would be settled once refund is issued and is filed ahead of time to ensure timely engagement.
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