Complaints

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:10/15/2025

  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.

  Have been a long time customer of horizon hobby products going back to the Blade CX2.
  
  Have spent thousands over the last 20 years with the company from Spektrum radios, EDF aircraft, Balde, and Arma/Axial/Losi cars/trucks. I am very hands on and tech savvy and fluent with all RC products.
  
  Now the issue:
  
  I placed an order September 19th during the "send it sale" for a Blade 360 Heli.
  
  The helicopter arrived Sept 24th with a mechanical defect and had a bad vibration out of the box. I tried trouble shooting the issue for 2 days as I have a lot of experience with CP helicopters (Blade450 3d,235Cp,Eclipse 360, ect. I was not able to resolve the problem so I began to reach out to horizon for support on the 26th.
  
  To my surprise you cannot call Horizon hobby anymore unless you are a Top-Tier member and spend $2500 annually with them. This is a slap in the face to loyal long time customers that have spent thousands with the company over the years. Even my local hobby shop has a hard time getting support.
  
  So I went and started the chat and was not able to get any support from the Chat bot. After an hour I finally was able to get the chat bot to connect and got a EMAIL to start the Case on the 26th. Chatbot: Email Case for Chat Transfer [ thread::***********************)
  
  Now after the back and forth with multiple horizon customer support people I got an RMA on the Oct 2nd (Return [ thread::***********************:: ] ) and returned the helicopter. As a customer I should not have to fix/repair a new product!!!
  
  The RMA was received back by horizon hobby on the 7th. Today is October 13th and I still have not received a refund or response!!
  
  I have now field a case with PayPal as Horizon Hobby has still not issued a refund.
  
  This was the last product I will ever purchase from Horizon hobby and will make sure my friends and family do not support Horizon hobby going forward. Hope this review helps others from getting taken advantage of.

  Customer Answer

  Date: 10/16/2025

  Received refund. Finally.   

  Business Response

  Date: 10/21/2025

  Hi *********.
  
  Horizon issued a credit back to your payment account (Paypal) on 10/15/25 for $472.44 and the Refund status shows "completed".
  
  Our intent is never to expect customers to fix issue with new product, but the majority of advanced helicopter owners request parts when a warranty condition arises as this allows them to get up and flying sooner, so we usually start with that option, but are not averse to initiating a refund if you so choose.
  
  We do apologize for any inconvenience caused you, and hope to better serve you in the future in the manner you prefer.
  
  Regarding phone service, we start all contacts/claims by email or live chat, and will still connect via phone if requested or if the situation is better handled with a conversation. If you need to speak to an agent, just chat or email us and let us know your number and a good time to call, and we will reach out.
  
  Sincerely,

  Customer Answer

  Date: 10/21/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response provided by Horizon Hobby regarding complaint ID 24017694 and confirm that the resolution is satisfactory. I have received the refund as requested.

  However, I would like to express my concern regarding the lack of direct phone support. Horizon Hobby’s chatbot system does not allow customers to request a phone call, which makes resolving issues unnecessarily difficult. As a customer, I should not have to spend $2,500 annually or navigate a complex system just to speak with a support representative.

  In contrast, companies like Traxxas offer direct phone support that is available seven days a week from 8:30 AM to 9:00 PM—without requiring any minimum of money spent through out the year or special programs.

  The absence of a direct support line feels like a cost-cutting measure that shifts the burden of issue resolution onto the customer. I hope Horizon Hobby will consider improving its customer service accessibility in the future.

  If Horizon Hobby chooses not to reinstate a customer support phone line, I will no longer continue doing business with them, nor will I recommend their services to others. Providing basic phone support is a fundamental aspect of customer service, and its absence reflects poorly on the company’s commitment to customer satisfaction.

• Initial Complaint

  Date:10/02/2025

  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.

  We originally made an order with horizon for a Eflight EC1500 only to find out it would be months before they had inventory, we canceled this order. We found the product at a local hobby store, the product was new and unopened. Once the product was opened we found significant cosmetic damage as well as mechanical damage. I immediately contacted horizon technical support, they agreed to replace the plane and clearly stated in email that they had one in stock and ready to ship to me as soon as i dropped the current plane off with fed ex. I also expressed concerns in email about shipping the original plane back in the product box because it is thin and offers little protection. They replied in email that this was fine and to proceed. I carefully repackaged the item and returned it. Once shipped they did not send out a new plane, they stated they did not have any in stock. I asked for multiple solutions: Replacement, Store credit for exchange, partial return credit, and replacement parts. In the end it was decided they would ship the original plane back to me with replacement parts. I only chose this option because I was told it would be months before they had more inventory and even then the time frame of November wasn't guaranteed. I agreed and let them know that If there was any further damage due to all the back and forth shipping or their warranty department assembling and disassembling the plane that i would be contacting them again. Once received there was substantial additional damage that they now refuse to acknowledge. This particular 500+ dollar airplane should never have these types of issues and no customer should have to deal with such.

  Business Response

  Date: 10/14/2025

  Mr ******** has contacted Horizon Hobby and we agreed to replace his airplane with a brand new one. He is free to keep the original airplane.
  We are expecting our next shipment of these airplanes next month (Nov 2025)
  Below is the latest correspondence from Oct 3rd 2025.
  

  Dear ****,
  Thank you for your patience while we reviewed your request. We’ve keyed a replacement order #******* for the EFL15750 – EC-1500 Twin 1.5m BNF-Basic w/AS3X and SAFE Select as a courtesy. The replacement will ship as soon as the item arrives in stock. We’re currently expecting an inbound shipment in early November, and your order will be fulfilled once that inventory is received. 
  
  Because the original purchase was made through a hobby shop, we’re unable to issue a credit directly. Any refund or credit would need to be processed through the hobby shop where the purchase was made. Once your replacement ships, you’ll receive a confirmation email with tracking details.
  Thank you again for your understanding.
  We appreciate your business and hope you continue to enjoy the hobby.
  
  Best Regards,

• Initial Complaint

  Date:09/29/2025

  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 purchased numerous items from Horizon Hobby under their "Spektrum" smart technology line.
  -None of the products came with adequate instructions or documentation to set them up correctly and there was no supplemental information available on the web.
  -The products did not share "smart" information as advertised and seem to behave no differently than typical competitive products.
  -The transmitter had numerous manufacturing issues including an un-repairable offset in the control gimbals. The transmitter software we defective. The transmitter was unusable.
  -Horizon hobby asked me to return my brand new transmitter to their service center for diagnosis and repair. The shipping and insurance became my expense.
  -After I confirmed that the transmitter had been delivered over a week prior, I reached out to Horizon Hobby for status. They clarified that the 8-10 day clock for processing repairs only starts "when they begin processing it." Therefore, my transmitter has sat in their shop with no attention and they haven't even started the repair process.
  -They have no incentive to "start processing" and therefore the return date of my new transmitter is undetermined.
  -It has taken me weeks of hassle and I still have no transmitter.
  -If you are reading this, NEVER BUY FROM HORIZON HOBBY!!! Their products don't work, their instructions and customer service are horrible.

  Business Response

  Date: 09/30/2025

  **** contacted Horizon Hobby (Case# 02832332) reporting that his new transmitter was not able to be configured to work as he wanted and was defective. From his description, it sounds like he was expecting the functions normally performed by a flight controller that is installed on an aircraft, and not by a transmitter itself. There was also a separate issue of the main input sticks not zeroing out. We suggested he send it in for us to evaluate to figure out whether the transmitter has an issue, and if so, it should be covered under warranty.

  
  The transmitter was received (and checked) in under a different contact (email address) and we after investigating, we can confirm we received it and checked it in on Tues 9/23/2025 under an account different from the one he was communicating with us under.
  Order# 1765595 case# 02841602 
  Our published Service turn-time is currently 7-10 business days, and the transmitter is in line to be evaluated and addressed within this timeframe.
  
  We would like to assure **** that his transmitter is here, and in line to be evaluated as mentioned above. We would encourage the use of a single email address in correspondence or at least notify us when doing so so that we may link multiple accounts.
  
  We do regret the confusion caused by this experience and would like to assure **** that our intent is to provide and support equipment that meets our customers needs.
  
  Sincerely,

  Customer Answer

  Date: 09/30/2025

   I am rejecting this response because:
  
  
  They have implied that it was my error to mix up the check in process when, in fact, I followed their return instructions completely and faithfully including writing the RMA number on every face of the box.  They lost my transmitter and it caused a lot of hassle and wasted time for me to go through multiple steps and messages to get them to locate the transmitter in their repair center (as they have now confirmed). 

  
  They downplay the mechanical issue that made the brand new ($600) transmitter completely unusable.  They should have acknowledged that the defect was critical and provided an apology rather than a dismissal.

  
  There is no response regarding:
  -The lack of adequate documentation to set up the unit as advertised (Flight mode re-assignment of control gimbals).  Using their inadequate instructions, I was unable to activate a key function that was the reason I chose this transmitter.  They advertised a function that did not work.  I was not trying to set up a "flight controller".  I was trying to make their transmitter do what it is advertised to do.  If they are unable or unwilling to provide adequate instructions to set up an advertised feature then the feature is not available to me and the transmitter will not meet my needs.

  
  -Cost adjustment.  The fact is I have been without my new transmitter for weeks and incurred additional expense to ship it to them.  If they had handled this smoothly and professionally, there would be no issue.  Instead, they made this extremely stressful and wasted a bunch of my time.  A cost adjustment is warranted.

  
  

  Business Response

  Date: 10/09/2025

  We have Mr ******** transmitter checked in to our service center and have involved Spektrums Product Developers to ensure the software is operating as intended (Case Number 02841602).

  We have reached out to him to find out what he is trying to program it for in order to help him use it successfully in his application. We are not sure whether a Flight Controller is involved, what he is trying to accomplish with "Flight Modes" and "switching between airplane and helicopter modes in flight" and need details about how he intends to operate it to understand how to properly program and configure the transmitter. 

  Our Service Agents and Product Developers are working on this together to try and help him accomplish this.

  We ask for his patience and response while we work with him to set it up correctly.

  Regards,

  Customer Answer

  Date: 10/28/2025

  The manufacturer said they would reach out to me to address the issue.  They did not.  They did not resolve the issue.  I returned the unit to the seller (not the manufacturer) for refund.  The manufacturer completely failed to address my issues.

• Initial Complaint

  Date:09/18/2025

  Type:Delivery 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.

  Ordered product and have not received it. Would like my money back. Called multiple times and asked and they refuse..They say not and hang up. This has happened multiple times.. I ask to speak to someone else and they say and hang up the phone.

  Business Response

  Date: 09/25/2025

  Hello *******,
  
  We're sorry to see you've had trouble getting one of our products delivered to you. The initial order showed tracking with USPS, and then got stuck. We replaced it and that order has travelled within the USPS network and now seems to be heading back to the point of origin. We ship hundreds of orders every day all over the US without any issues and we're not sure why this has happened to you twice.
  
  We are proceeding with a refund at this point and you should see the funds credited back to your account within a few days (** *******)
  We are also sending you a shipping label in case any of the packages eventually get to you, and it can be used to return them.
  Once again, we apologize for the difficulty this has caused and hope to better serve you in the future.
  
  Sincerely,

  Customer Answer

  Date: 09/25/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23903012, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:09/15/2025

  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.

  I purchased the Super Timber 1.7m BNF Basic RC airplane from Horizon Hobby, and it has caused damage to my floors. The wheels/tires leave black marks that are not normal rubber marks and cannot be cleaned off. By the time I realized this airplane was the cause, my floors were already covered with marks that I have been unable to remove.
  
  I contacted Horizon Hobby support, and their only response was to suggest rubbing alcohol or Goo Gone — a dismissive answer that did not address the problem. After I explained that I had already tried these solutions and sent images of the issue, they ignored my follow-up email.
  
  Even more concerning, when I attempted to post a review of this product on Horizon Hobby’s website, it never appeared.
  
  This situation has resulted in floor damage, inadequate customer support, and a troubling lack of transparency.

  Business Response

  Date: 09/24/2025

  Hello ******,
  
  We're sorry to hear you did not get the advice you sought regarding the marks you reported on your floor. We have reviewed your case and the Agents communication with you and must start off by saying this is the first time we have heard of airplane tires marking a floor in a way that cannot be removed. 
  
  The Agent you spoke to made their best suggestion which was a couple of solvent-based cleaners that are used to address similar issues. We have been selling airplanes with soft-compound tires for decades and do not recall any similar cases. Rubbing alcohol and Goo Gone (trademark) are widely used to remove oils and petroleum-based residues. We would inquire whether there was any cleaning agent you may have used on the tires (or the floor) beforehand that may have affected the molecular structure of the tire compound, as we do not have any record of wheels marking floors that cannot be lifted with the aforementioned cleaners. 
  
  In the event there was something unusual about the specific tires on your plane, we would be glad to offer you another set of wheels to replace the ones on your plane with at no cost to you. If you'd like to try a different set of tires that we carry, we'd be open to that option too.
  
  At the end of the day, we want you to enjoy our products, whether flying or storing them and hope we can get this figured out.
  
  Sincerely,

  Customer Answer

  Date: 09/26/2025

  Hello,
  
  Thank you for your thoughtful response. I truly appreciate the time you’ve taken to address my concerns.
  
  I would like to clarify a few important points:
  
  - I am not interested in receiving a replacement set of tires.
  - As you can see in the newly attached photo, after previously positioning the airplane against the wall with plastic bags on the tires, the marks still persisted and have now transferred onto the wall.
  - Upon removing the wheels, I also noticed discoloration on the airplane itself caused by the tires.
  - I have been in this hobby for over 20 years and have never encountered an issue like this.
  
  Given the significant damage to both my home and the airplane, I would like to return the airplane for a full refund. This will also give you the opportunity to inspect the product more closely and investigate the root cause of this unusual issue.
  
  Best,
  ******

  Business Response

  Date: 10/07/2025

  We have looked into the reported tire-marking issue that Mr ****** *** has reported and cannot understand what is happening. We have sold airplanes in the tens of thousands for decades and tire marking is not something we recall encountering.
  
  We would like to offer Mr ****** *** at no charge the wheels used on the EFlite Draco 2.0m (EFL12561) - which are a popular modification for the Eflite Super Timber 1.7m that Mr ****** *** owns, and are a completely different material compound, and a $50 giftcard code to use on any Airplane products on Horizonhobby.com for his inconvenience.
  
  Alternatively, if the airplane was purchased directly from Horizon Hobby and he can return it to us, we can issue a refund.
  We trust one of these options will be satisfactory to him.
  
  Regards,

  Customer Answer

  Date: 10/12/2025

  Better Business Bureau:
  
  

  Thank you for your response and for offering alternative options.

  I purchased the airplane directly from Horizon Hobby (Order Number: HHUSOR208287626) and would prefer to return it for a refund.

  I appreciate your assistance.

  Best,

  ******

• Initial Complaint

  Date:09/03/2025

  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 purchased a very expensive and large RC Plane (SWS Timber). On the second time flying this model the elevator broke off during level flight causing a crash and total loss . Looking at the model you can clearly see lots of clean separation where the joins was supposed to be glued together. Proper glued joints on wood is stronger then the wood itself and wont separate with perfectly smooth surfaces.
  Horizon expects me now to box up this giant plane with a 80" wingspan to be sent back for evaluation.
  the damage wasn't caused by me or improper storage. i have a humidly and weather controlled area all planes are stored in on purpose made racks for planes. Everything was also set up per the manual.

  Business Response

  Date: 09/10/2025

  Hi ******,
  
  We are sorry to hear about the incident you experienced with the aircraft. We understand how frustrating it can be for it to fail during use, and we want to do everything we can to help with a resolution.
  
  In order for us to fully evaluate what happened, we kindly ask that the product be sent in for inspection. This step allows our technicians to carefully review the unit, and determine the cause of the issue. Without this inspection, we’re unable to properly assess the situation or move forward with a resolution.
  
  We know this may not be the most convenient process, but please know it’s an important step to ensure your concerns are addressed thoroughly and accurately. If you need assistance with the shipping process or packaging guidance, we’ll be happy to provide support.
  
  Again, we sincerely apologize for the trouble this has caused and appreciate your patience. Our goal is to get you back up and running as quickly as possible
  
  Best Regards,
  

• Initial Complaint

  Date:09/02/2025

  Type:Customer Service 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 purchased a Spektrum NX7e+ radio transmitter from Horizon Hobby an July 11, 2025. I immediately had problems getting it to work properly. I contacted them SEVERAL times via the only way they have made available, Chat. Their tech reps repeatedly said the problem was due to me. Finally a rep said that the transmitter was defective and to return it for repair. I did that and haven't gotten any response. I asked if I could return it and buy an updated model, only to be told the 30 day return period has expired. I started the process very soon after July 11th. I get no response from Horizon, and they appear to have a company policy that customer contact needs to be restricted.

  Customer Answer

  Date: 09/05/2025

  I received an email from Horizon Repair and they said there is nothing wrong with the transmitter.  Their Tech Service Rep found it defective and advised me to send it in for repair.  Horizon will send it back to me, but I have already purchased an upgraded transmitter which works properly and haven’t decided what I will do with the old transmitter when returned.

   

  ****** ** ****** ******

  (864) 915-6513

  Sent from my iPad

  Business Response

  Date: 09/08/2025

  Hi ******,
  
  We’re sorry for the frustration this situation has caused. We understand how disappointing it is to experience issues with your new transmitter right out of the box.
  Due to the concerns you experienced, it was advised that the transmitter be sent to our service center for inspection and repair. After receiving and reviewing it, our technician did not find any issues with items sent to us. We are happy to see that they also reached out to you directly to explain what was done and to provide guidance on how to get the product working properly as intended.
  We understand that you chose to move forward and purchase the upgraded version on your own, and we truly hope it provides the features and experience you were looking for.
  Again, I apologize for the inconvenience and any confusion throughout this process. Please know that we are here to support you with any of our products, and above all, we want to make sure you’re getting the best possible experience with our products.

  Regards,

   

  Customer Answer

  Date: 09/13/2025

   I am rejecting this response because:
  
  
  I started complaining about this transmitter before the 30 day return period expired and because your tech rep, ****, called me and did what he could to remedy the problem and was unable to do so.  He recommended that I send it in.  Since even your tech could not get it to work, while in my procession, I think you should reimburse me the difference between a 7NXe+ and the 10NX that I purchased.  I have spent a large amount of money with Horizon Hobby recently and I think I am justifying a better resolution.

  Business Response

  Date: 09/17/2025

  We appreciate your patience while we reviewed the 30+ cases the customer has opened with us since July 2025, a portion of which involve the transmitter and we worked with the customer to help him get everything setup t work with his RC airplane(s)
  
  The NX7SE and the NX10 operate on essentially the same firmware, and registering and updating the two transmitters is essentially the same process. There was no fault found with either the transmitter or receiver the customer sent in to our Service team. 
  
  Here are service notes on the equipment that we received:
  
  Click to collapse post
  Technician **
  September 4, 2025 at 10:36 AM
  To: ****** ****** ******
  Good morning,
  I have your transmitter and receiver on the bench.  
  Initial check was to connect the receiver to the PC via the programming cable (SPMA3065).  It is connecting and reading it with no issue.  That was using Spektrum Reader.
  It is also connecting with Spektrum Programmer.
  It is bound to the T-28 model in the transmitter.  I went to Forward Programming and found that AS3X was active, but SAFE was off and there was no selection for activation.  I set it up on switch B and it is operating as expected.
  Switch B positions 1 and 2, the receiver operates in AS3X and in position 0, it operates in SAFE mode.
  Not seeing a problem.
  I will still update the receiver programming for you, if you like.  
  The transmitter appears to be working.  I can leave SAFE set on switch B, or locate it to another one.  Of course, you can always change it to whichever switch is best for you, whenever you need to.                   
  Let me know about the receiver.
  Cheers,
  **
  Radio Technician
  
  
  While there was nothing wrong with any of the equipment, we do recognize the frustration the customer has had as well as their trust in our brands and would like to offer him a coupon for $50.00 to use in a future purchase if he so desires (just let us know). We will, of course continue to offer the customer Service and Support going forward as we have with these and other products.
  
  Best Regards,
  
  

  Customer Answer

  Date: 09/18/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23826970, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:08/29/2025

  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.

  I purchased a remote control car (receipt attached) on 1/25/25. The item advertises a two year warranty, and the rear differential stripped out in about 6 months. I attempted to contact Horizon Hobby, and none of their phone numbers accept phone calls - they only refer you to a chat line. I used the chat line and attempted to get assistance. They provided no help and offered nothing, except to say I should take it back to my place of purchase which I did. The place of purchase confirmed there was a problem with the item and charged me about $80 for the repair. I then emailed a copy of the receipt and my concerns to Horizon Hobby (they also make it extremely difficult to find their email address). I emailed them on 8/24/25, and they responded on 8/29/25 with a response that made no sense and it was obvious they didn’t even read my email.

  Business Response

  Date: 09/05/2025

  Hello,

  Our customer (**) purchased one of our vehicles and contacted Horizon Hobby reporting a driveability issue. It appears there wasn't a clear indication of what component failed and it was suggested that the customer see if his local hobby shop could help troubleshooting. Alternatively we could have scheduled a phone call with him that would have likely been successful, but this was not done.
  In any event the customer ended up having the hobby shop perform the repair (replaced a differential) and the car functions fine, but the store charged him $80 for a part that should have been covered under his 2 year warranty.
  We have reached out to the customer to understand the situation and have worked out a alternative solution that makes him whole again (Confirmation Case: 02830395)
  We would like to thank him for choosing Arrma for his purchase and we regret the confusion caused by this situation, and hope to better serve him in the future.
  
  Best Regards,

  Horizon Hobby LLC.

  Customer Answer

  Date: 09/05/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23816728, and find that this resolution is satisfactory to me.  The company contacted me via phone (which I had been requesting for a couple of weeks) on 9/5/25, and I spoke with a representative "******".  We agreed that he would send me a free battery for the vehicle, which was about the same cost of the money I laid out of pocket for the item which was supposed to be covered under the initial warranty.  He took my address, and stated he would have it shipped to me.  

• Initial Complaint

  Date:08/04/2025

  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.

  The jet I purchased had defective wiring that got ingested by the motor fan causing immediate crash. Witnessed by 2 other pilots. I sent clear concise pictures to customer service, They place an unreasonable terms to get a replacement. I'm supposed to pack up the jet and pay the shipping so they can examine it. I shouldn't have to find a big box, the wing is almost 4 feet long! and pack up the broken pieces, pay the shipping for their defective product. I just want them to honor the warranty and replace the jet

  Customer Answer

  Date: 08/06/2025

  The issue has been resolved. Horizon Hobby is replacing the defective jet. Regards, ***** *

  Business Response

  Date: 08/08/2025

  Horizon Hobby is proud to stand behind our products and our warranty policy will always lean in our customers favor. That being said, we may require a product be returned to us for inspection in order to determine said warranty. 
  
  We have reached out to the customer and worked out a solution **** *******) that allows us to inspect the airplane that warranty is being claimed on, and accommodate the customers objections to this process. We thank him for choosing our products and will continue to stand behind the quality that Horizon Hobby is known for.

  Customer Answer

  Date: 08/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23697508, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:07/28/2025

  Type:Service or Repair 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 had a esc go out on my 1/14 ARRMA Typhon grom blx and I have heard back from them but they yet have solved the issue

  Business Response

  Date: 07/30/2025

  Hello,
  
  The customer contacted us on 7/25/2025, reporting an issue with their RC Car. The ESC (that controls the motor) had intermittent failures, and had sustained wire damage as well.
  We replied on the same day asking for his shipping info as well as proof of purchase and pictures of the damage, which the customer supplied. 
  An order for a replacement ESC was placed on 7/29/2025 (order confirmation *******) and the customer was informed that it was on backorder and would ship out once stock arrives. The estimated date of arrival is Nov 2025. In the event we receive them sooner, they will ship out sooner.
  We regret the inconvenience caused  and thank the customer for his patience and hope to get his RC Car back up and driving as soon as possible.
  
  Regards,
  
  

  Customer Answer

  Date: 07/30/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23666413, and find that this resolution is satisfactory to me.