Complaints

• Initial Complaint

  10/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered an incorrect item, contacted the seller the day I got it and got an RMA to return the merchandise. They received it at their warehouse and have yet to refund me my $407. I contacted them many times with no resolution, just a lot of excuses. I finally got tired of it and filed a ****** dispute. I have been waiting almost a month for my money.

  Business response

  10/27/2024

  We have reached out to confirm the name on the ****** transaction as it is not a match to ******' name. Once confirmed, we can ensure this is taken care of. 

  Customer response

  10/28/2024

   I am rejecting this response because:
  
  They never reached out to me. They are lying as usual. 

  Business response

  11/06/2024

  The refund concluded successfully via ****** on 10/22/24. The name used for the payment was a business vs. the name in this complaint. We needed to verify we were talking to the ****** account holder. The email was indeed sent and did not bounce back to us as undeliverable but maybe it ended up in junk or spam for ******. We are always sorry to hear a customer is unhappy with our products or services. 

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I placed an order on 9/10; they charged my credit card. They shipped the order on 9/11; they charged my credit card again. They claim this is normal practice and refuse to reverse the duplicate charge. I am processing a fraud claim through my bank but their customer service agent asked that I screen shot my bank account info to them and when I refused, told me it was my choice not to cooperated and to have a great day.

  Business response

  09/24/2024

  Our apologies for the delayed response. I reviewed the transaction with our credit card processor. We see an authorization for the funds on 9/10 when the order was placed. A second (duplicate authorization on 9/11 that was reversed on 9/12 as it was confirmed a duplicate authorization) and the actual capture/settlement of the funds on 9/12 when the order shipped. An authorization happens everywhere you shop. At the grocery store check out your card is authorized for the amount then settles. This is how this transaction occurred as well. We apologize for the duplicate authorization on the funds and did reverse it in under 24 hours. This would not have created an actual duplicate charge. 

  We regret any customer confusion this may cause. Typically the authorization and capture happen so quickly you don't see them listed as two entries, but not always. 

   

   

  Customer response

  09/26/2024

   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. I accept the response as they did reverse the charge. However, the customer service agent was very rude. I am not a child and purchase online daily, NEVER have I been told it is the business practice to charge someone when the order is placed and AGAIN when the order ships within 24 hours. They clearly had a duplication, knew it and refused to admit it. Sadly, this is corrected for me but how many people don't catch it and they just let both charges roll through?? 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 3-08-2024 I ordered a new ***** RSX Pro speed control, item #********* from Tower Hobbies owned by Horizon Hobbies for the amount of $219.99. What I received on 3-09-2024 was a used speed control inside a plastic box that had the seal folded inside the lid and was missing the capacitor the instructions said needed to be installed before use and had wires too short to reach my motor. I contacted customer support via email about the missing part on 3-09-2024. I never hooked this speed control up or used it. On 3-10-2024 I examined the speed in the sun light and saw dirt and redish brown residue inside the fan housing and on the cooling fins indicating that this speed control had been used before I received it. I contacted customer support again with my findings to see what they were going to do about this. After 3 days customer service returned my email with a case number, ******** and said I would have to contact ***** the manufacturer for warranty or technical questions. I contacted ***** the manufacturer and sent all the correspondences with Tower customer service to them. ***** replied that they would message Tower and recommended that they resolve this for me. It’s been a week and I haven’t heard anything from Tower Hobbies. I want what I ordered, a new speed control not this used one I received. Tower Hobbies has ignored my emails and has refused to take care of this.

  Business response

  04/01/2024

  We deeply regret missing the update to this case that it still needed action. A replacement has been sent and an email has gone out directly to Mr. ******. 

  Customer response

  04/01/2024

  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

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a ***** ****** Remote control buggy and a 4sbattery that was recommended on the same Remote control buggy description page on the Tower hobbies web site. When the battery came on the 23rd of February on the outside box it said only compatible with a Horizon smart charger that i don't have, so i quickly sent a email to tower hobbies for a refund or a trade for a non-smart battery that i can use, i was told that its a non-returnable item even with the box still sealed, so im stuck with a $100 battery that i can't use unless i buy a expensive charger. I just want a battery that i can use on a non-smart charger or a refund for a factory sealed battery that i cant use, and on first page of the remote control description page it dosent say anything about a smart charger unless you read the battery desription page on the second desription page.

  Business response

  01/29/2024

  An email has been sent to this customer with a special, no additional cost, offer to help get him everything he needs for the ****** ** vehicle. 

  Customer response

  01/29/2024

   I am rejecting this response because: the company still insists on me buying a expensive charger from the company that i filed a complaint about, i want to use a non-specialized charger that i already own. My complaint was also how when ordering an RC car, the listed batteries on Tower hobbies web page doesn't list the fact that a special smart charger is needed for listed recommended batteries. When you use the pull-down menu on listed recommended batteries it doesn't state that a special charger is required. The "smart batteries" that Tower hobbies sells lacks the third wire to Ballance the cells which is dangerous and can start a fire unless you use their "smart charger'.
  
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hello, I purchased an item from Tower Hobbies and returned back the item because it was not the correct item. When I called tye associate said they would refund my money to my card. My bank told me the funds were never transferred to me. The Tower Hobbies associate said the account is closed as they processed it to an account but my bank assured nothing happened. The account said that they could have some computer system problems and it would be resolved but it’s been months and nothing when I call I speak to *** and he said there’s nothing else can be done it’s marked closed and that he contacted finance department with email and would send me a copy but I never got an email. When I called again he said he would send a email but things are tough with orders and there’s other people ahead of me with order issues it could take two years call back another day perhaps a couple weeks. I even pleaded can I get a credit or something but he said no he would be with without a job and laughed. My bank said if the problem is their system have them mail a check when I told *** on my next call he said we can’t do and that my refund has been closed months ago. I am in complete shock at this whole situation as there’s no reason for any of this ridiculousness. There’s easy resolution options and they are refusing any and all options. I do have the RA# too so there’s no excuse. I’m hoping this can reach you and can get my ordeal straightened out. I has been an excellent customer with Tower Hobbies and to have this treatment is disheartening.

• Initial Complaint

  01/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Order Number - ***************  I preorder for a product was made beginning of August 2023 for an estimated delivery date. Product arrived and my credit card charged. Due to duration of wait time, my credit card declined the charge as fraud. I reached out to Tower Hobbies and asked if it can still be put through. The response was NO, because of the decline the order was cancelled. No big deal, my card wasn't charged. Randomly a month later, they put the order through without consent and shipped product. My card was charged 3 times. I immediately reached out stating that since I was informed order had been cancelled I sourced product elsewhere and that the multiple charges need to be cancelled and that I had not authorized the new purchase. They issued a return authorization and product was delivered to them on 12/1/23 based on tracking. As of a month+ later I have yet to receive my balance and have incurred additional charges due to the balance and not wanting to pay it only to then have a negative balance on the credit card. I haven't received any follow up to requests for updates recently. They have the product and my money.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a gift for my son in the amount of approximately $350 and it was stated the item was in stock and would arrive in 5-10 business days. I then received an email confirming shipment and tracking info. I checked the info a days later and the it states that ****was awaiting shipment and tower hobbies website stated it was awaiting shipping. After 5 days I tried to contact them but ther le is no num er available to talk with someone. I tired their live chat as instructed and was issued a case number and was told I would be contacted within 72 hours, that never happened. I continued checking the status of the shipment and nothing changed. I used their live chat again demanding a refund as the item was now listed as backodered and was told I would be contacted. 2 days later I received an email asking for verification info which I provided and asked to verify it was in original packaging. I responded that I never received because it is MIA on their end. They stated that when I received the item they would issue an RMA, how long do I have to wait?

  Business response

  01/01/2024

  Our apologies to My *******. It appears as if a few different cases were opened and a few different internal agents were assisting. The nature of the issue was more apparent on a case that closed on 12/18 with a refund to Mr. ******* for the missing item. We regret the confusion and are happy to see the refund was sent back to his form of payment on 12/18/23. 

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered tires for my rc truck and canceled the order the next morning and it was approved and a return shipping label was created and sent to me. The item was returned immediately same shape as I received them and after several emails saying refund was approved I still haven’t seen any money returned after 6 months of trying. Please help

• Initial Complaint

  08/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased an item which said nothing about a back order. After checking order status, I see at some point the status switched to back order. Upon attempting to contact the company multiple times via email, I get a message which says “contact error”. I would like my item, a refund, or any updates, as I can not get them from this company.

• Initial Complaint

  08/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We ordered an ** boat through Tower Hobbies on 7/28 for $249.99. Once the boat arrived it turns out that you need to buy a battery and charger as well. Okay, so we purchase on 8/5 battery/charger bundle. Turns out this bundle that was found on the page of the boat you need another receiver to make the battery work. I tried to contact the company and the phone number only tells you to chat. when you chat online it is with a chat bot that has limited advice and has you going in circles. I submit my complaint and ask for help purchasing the correct bundle. 7 days later still haven't heard back from them. I try to return the product but you need an RN # to be able to return. It has been 6 days since I requested a return through their chat and still have not heard back from them. I only get an email that tells me to try going through their chat. There is no human to talk to. The return policy expires in 30 day, which I am approaching with the boat and we can't get anyone to help us. I have tried multiple time and all I get is a email telling me to chat. Which again is not a human.

  Customer response

  08/23/2023

  In addition to wanting a refund for the battery. I requested a refund for the boat as well.  I would like this part of my request to the company. 

  Customer response

  09/08/2023

  I heard back finally after a month.  The company says they won't take batteries back.   Even though the battery has never been used is in the box with all the packaging.

  The biggest complaint here is when you are buying the boat you need to buy a battery and charger which is not included in the purchase of the boat.  One of the options is a purchasing a bundle pack that included the battery and they charger.   What they don't tell you is you need to replace parts inside the boat for this to work.  You need to rebuild the whole boat that you are now buying.  which I think it should be clear when purchasing.  I had to go to my local small hobby shop to tell me this information.  I included a picture of this.

  We have had this boat for over a month and want to return the boat and battery/charger bundle but the company will not let us.  We are completely unsatisfied.

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩