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Complaint Details
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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.Initial Complaint
12/28/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Horizon Hobby listed an item as pre order on their website. Once the order was placed they emailed stating “we apologize for not updating our website but these products are on backorder. Don’t worry, your order will no be effect. It will ship mid December in time for the holiday.” Horizon then changed the webpage to backorder, which the manufacturer **** and other resellers had already done. On 12/22/23 Horizon then cancelled my order without notice. Since then Horizon stated they had an issue verifying payment, then the order didn’t show why it was cancelled, and now they’ve offered me 15% off and $30 off to reorder it and wait until Feb. I don’t want the item from them, there was a pending charge on my account for 30 days until the order cancelled, and Horizon went out of their way to state their website was wrong but I would get my items mid December. Which I did not. I asked for a supervisor via chat and email, they confirmed my phone number on 12/22, and I’ve yet to receive anything other than discount offers from customer service reps as an apology.Customer response
12/29/2023
The pending charge for the item dropped off my account prior to order being cancelled by Horizon Hobby.
I was informed on chat, and asked for my phone number, when I requested to speak to a supervisor and haven’t received a response.
My inquiry was to clarify the offer by Horizon for 15% off(via phone), $30 off(via chat), and how their ability to move me up the backorder list works with an item showing a much longer than promised shipping date that the chat agent offered.
Business response
01/15/2024
Horizon Hobby is reaching out to the customer via email. We have verified there is no collection of funds for the cancelled item, nor is there any pending authorization reserving the funds.Initial Complaint
12/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Two of my items were missing from my order that were listed on the packaging slip. I received two other items separately so I decided to wait another week. I contacted customer service and they told me that their records indicate the items were included in the order. They also sent a ***** picture showing some packages on my door. I have told them in several emails that I didn't receive the items and I would like a replacement. They offered some customer reward points but I told them that I didn't want points but a replacement for the items. I sent another message since I hadn't heard back from them for a couple of days. They told me that they need to ask a supervisor. It has been several days and I haven't heard any response back from them.Business response
12/21/2023
We issued a refund and sent a direct response to the Mr. *******.Customer response
12/29/2023
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
12/17/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Pre ordered a new product. Waited several months, they charged the wrong card 2 times over drawing my bank account. They also double charged my credit card . In total almost 2300 dollars roughly. Couldn't get a hold of anybody, everything had to done through email. 3 days later I'm still left with negative in my bank account. They didn't fix the problem and told me everything on their end is done. They clearly have an issue with accounting that hasn't been fixed and continue to screw people over.Initial Complaint
12/11/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased an RC Car, 2 LiPo batteries, and a balance charger on July 15, 2023 (Order Number: ***************) using ****** as a payment method. I initiated a return through Horizon Hobby's customer service number, speaking with ***, and was provided with the Return Authorization ******** and instructions that everything with the exception of the LiPo batteries were to be return. The return package (Tracking Number: ******************) was shipped on August 3, 2023 and was delivered on August 7, 2023. Despite reaching out to their customer service multiple times, speaking with *** each time, I have not received a refund for this returned purchase. Furthermore, they blocked my ability to receive a refund from ****** stating the LiPo batteries had not been returned despite explicitly stating they were not to be returned.Customer response
01/02/2024
The company did not contact me directly, but did finally process my refund on December 24, 2023.
Thanks,
******* ******
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