Business ProfileforHorizon Hobby, LLC

I purchased a product from Tower Hobbies, owned by Horizon Hobbies, and customer service will not replace the part/parts required to fix an issue upon arrival of model. My order number is ***************, placed on 03/06/2024 and received on 03/08/2024. The model (Slow Ultra Stick) was assembled the following day and was discovered to have an alignment issue with the relationship of the main wing and rear stabilizer. Over a period of about 2 weeks now, dialog and pictures have been exchanged via email with a "specialist". They determined the issue could possibly be caused by a couple different part/fitment problems. At this point the model has not been flown as I was looking to correct a potential flyability issue. The customer service advisor stated that some of the replacement items are out of stock and on backorder. As this could be an issue with more than one sub section/part of the model, I asked for a replacement kit. I was told they would not replace the kit and I would have to dissemble the original, pack it up and send it back and wait on a refund (up to two weeks). I would then have to reorder the kit and hope it is still in stock at that point. This is a hobby, not a necessity for our family and I would have to wait until the refund posts to our account then reorder and would finally get another kit (that would hopefully be correct) a month or more from my original purchase date. I have been a customer of Tower Hobbies (now acquired by Horzon Hobbies) for almost 40 years and always had great experiences with this business and their representatives. I would even be okay with them taking parts to repair the one I have from another kit and sending the parts to me. Either way, I believe a replacement kit or adequate parts should be shipped out without delay.