Complaints

This profile includes complaints for Tower Hobbies's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tower Hobbies

  1608 Interstate Dr Champaign, IL 61822-1067

• 

  Tower Hobbies

  PO Box 6029 Champaign, IL 61826

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was shipped on December 30th 2023. It was sometime before I was able to inspect the model I purchased from them which was a P 51 Mustang. It was a replacement for one I lost in a fire in early December. Sometime around the end of June I was able to inspect the model. After most of the damage from the fire was taken care of. I called tower hobbies and explained to them what was going on with the model. That the servo trays were too small for standard size servos. I went back and forth with a customer service representative named ****. And send him several pictures to verify what I was saying was true. I have several emails going back and forth with **** and he offered to send me a couple of servos that were just a little oversized. After a short period of time I contacted him again because I had not receive the servos. He said they were on back order. This happened two or three times. On November 25th 2024 he sent me a e-mail saying that they were back ordered again and would not be in until in January. I believe they came in stock in December but they did not send me any. So after waiting through January and into February. I decided to contact them again. Now they wanted me to start the whole process over of sending them pictures and I did. I told them if they didn't have the servos to send me a model to replace the servo of equal value. Which was a high wing Sonic trainer. But after getting the Mustang back out-of-the-box again to try to start putting it together. I just didn't feel like that it was going to work out to rework the servo trays. There just wasn't enough room to put them out without weakening the structure of the plane. So I messaged them again and said that I did not want the replacement plane. That they just needed to send me a phoenix P51 Mustang that takes standard servos. And that they just needed to make this right. I have been waiting over seven months now. I think I have been very patient. As of 2/10 I have had no reply.

  Business Response

  Date: 02/14/2025

  We reached out to Mr. ****** to come to a conclusion on this. ******* ****** is not a true proprietary brand for us. We have no control over the design, changes or translations of content to English that may not translate exact to spec. We are the exclusive US distributor and we are committed to service what we sell. Where were are creative and resourceful, there may be times we don't have the exact solution because we are not the manufacturer. We hope to come to a great solution for this customer that will allow him to enjoy his flying experience with this model. Repeat business is our goal. 

  Customer Answer

  Date: 02/14/2025

   I am rejecting this response because: I have been very patient with Horizon. I should have been able to return the plane as soon as I found the problem. But they would not let me return it because I had unboxed it. How was I to know there was a problem without unboxing the plane???? I have tried to work with them since last June. I believe they are being dishonest about the whole situation. I believe if you were to read thru the whole thread of messages. You would see that they somewhat contradict themselves. There was no indication on their part to say that this model does not use standard servos. Which they have claimed on more than one occasion it does. Then the customer service rep says it uses smaller standard servos. Which there is no such thing. I spent quite some time on the phone with **** the service rep. He and I both looked to find a servo that would fit these servo trays. I also bought an Uproar RC airplane from them. Which had the same problem servo tray problem. **** and I also discussed that problem too! I was able to rework and make work. And I have another RC friend that also bought an Uproar and had to rework the servo trays. I'm sure he would be willing to talk to you and let know he also had the problem. And the instruction manual says it takes ****** servos.

  So here is the question to ask Horizon. Did you purchase a brand by the name of ******? And were these planes and others that you sold, built to use the ****** servos! And did you discontinue the brand? And made the servos for these planes no longer available.  But yet continued to sell the models! And have you had other complaints about these models?
  

  
  

  Business Response

  Date: 02/19/2025

  We are transparent in our return policy by posting it on our website. New and unused, in the original packaging within 30 days of purchase. If you choose to wait for months before opening and inspecting an item, that is your choice. Opening and inspecting the item before you find an issue is expected but you should be able to package it all back as it came and we ask that you do that within 30 days. We feel this is a reasonable request and in line with most retail policies. Horizon Hobby/ Tower Hobbies is on the manufacturer of ******* ******, we are a distributor. We have little control over any running changes. We have successfully sold this plane to many hobbiest and have no pattern of issues on this specific topic. The brand is for a 'modeler' who is prepared to make slight adjustments as needed. The appeal of this brand is it's scale and replication of real planes. We will respond to this customer again in private as to what we can offer. 

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 10/28/2024

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

  Business Response

  Date: 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

  Date:09/12/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:03/21/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/26/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:01/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:01/07/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:12/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:08/28/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.