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:07/28/2023

  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 pre-ordered an item months in advanced. After my order, they post a statement on their website that they will be updating their "inventory system" and there may be delays. The item I pre-ordered has been out for a month now and I can walk down to my local shop and buy it, yet I still have no status update on my order. I want a refund but they are not allowing refunds. So they are holding my money hostage because they have a bad business model. I want a resolution.

  Business Response

  Date: 08/01/2023

  We do apologize for the experience thus far. Preordered and backordered items are not charged until the item is in stock and ready to ship. As we are only a distributor for ******, we may receive product in at a different rate as compared to a hobby shop.

  Customer Answer

  Date: 08/01/2023

   I am rejecting this response because: this neither states when I will be receiving my product or confirms that it has been cancelled. Please cancel my order. 
  
  

  Business Response

  Date: 08/02/2023

  Your order has been submitted for cancellation. As a reminder, there will not be a refund as we do not collect payment for items on backorder or in preorder status until that item is in stock and ready for shipping.

• Initial Complaint

  Date:07/21/2023

  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.

  On 7/13/23 I purchased a ***** ******** for $200.00 Here it is 7/21/2023 and I havent heard anything about any update to my order I have emailed and spoken with the chat bot and the one time I was able to talk to a real person he transfered me to the wrong department and then I was disconnected. I just want a status update when is it gonna ship or is it gonna ship?? Why have a Christmas in July sale if everything is either backordered or not in stock. Why not put that with the item?

  Business Response

  Date: 08/03/2023

  Customer has been contacted with a possible resolution.

• Initial Complaint

  Date:07/19/2023

  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 ordered a E-flite T-28 Trojan 1.2m on June 4, 2023 and received it on June 8, 2023. My order number was *************** for $373.61. I used it once and the front landing gear strut broke on the second landing. No rough land etc. I tried in to contact them about the problem via phone with no luck, their web "chat" with no luck. During the "chat" I explained the problem and was advised a return e mail would follow. There has been no luck with that either. I tried to order part number ******* strut but found it to be on "backorder" like about 90% of their products are. They sent out an email stating that a "new" system was being installed and to be patient. It is getting a little annoying that they are willing to take a customers for what little products in stock with absolutely no help with repair parts.

  Business Response

  Date: 08/01/2023

  We apologize for your experience thus far. Estimated dates of arrival on the website are subject to error as there are measures beyond our control during manufacturing and shipping. Once backordered inventory are received they begin to ship out to customers in the order which they were received. To help ensure that you receive an item that is on backorder, it is strongly recommended that the customer places a backorder to place themselves in line.

  Customer Answer

  Date: 08/02/2023

  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

  Date:07/17/2023

  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.

  Submitted a order and they cancelled it for no reason.
  *************** no money was charged.
  They then sent me a discount code for 25% off because of the problem.
  Placed another order
  *************** Money was taken out of my account for the discounted price of 169.93.
  They then cancelled this order and still have my money. It says shipped and cancelled.
  There is no tracking and no ability to talk to anyone.
  I do not understand the logic and the lack of customer service is pathetic.
  You cannot call them and there tech support system will not let you talk to them.
  This is the worst customer service I have ever received.

• Initial Complaint

  Date:07/12/2023

  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.

  Spent $500.00 on an item that was marked in stock that turned out to be backordered and out of stock (not my fault ) and wil not cancel my order.

• Initial Complaint

  Date:07/03/2023

  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 bought some thing for my dbxl losi and the part does not fit they won't honor there return policy I don't know what to do now I am out 68.00 us it like 150.00 canadain including shipping

  Business Response

  Date: 07/06/2023

  Return authorization was given on 03/21/23. **** no longer wanted to return the product after he discovered he would have to pay return shipping fees. Per our return policy, return shipping fees and any associated costs are at the expense of the customer. If a manufacturing defect is present with the product, **** will need to contact the manufacturer directly as this product is not one of our proprietary brands. Each non proprietary manufacturer has different policies when it pertains to warranty.

• Initial Complaint

  Date:06/08/2023

  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 $260 rc boat for my son, after only two uses it no longer powered on. Spent 25% the total cost of the new boat on a new ESC for it only to have this new part come with the wrong sized connectors making it useless. After 3 days got an answer back asking me to cut apart my new boat and solder new connectors on that they could send me. Completely unacceptable “solution” to a new product. I have no choice but to return the part and junk a $260 boat.

  Business Response

  Date: 06/20/2023

  On 06/08/23, customer was asked for a picture of the receipt and their full mailing address. Customer did not respond to this request, without this information we were not able to proceed in assisting them with their issue. Without a receipt we are unable to determine the date of purchase making it impossible to determine if the model is under warranty or not. The address is required for us to send any replacement or repaired parts to a customer. Changes are made to products periodically to help improve the performance of the model and the customer experience.

   

• Initial Complaint

  Date:06/05/2023

  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.

  Date of purchase 5/29/23, I purchased a 1/10 scale of a jeep gladiator. This was a birthday gift for my boyfriend as I am overseas. Transaction went smoothly. I had a different shipping address (boyfriend’s house) and a different billing address (my house). They contacted me by text I responded (sometimes it is difficult to respond to ******* messages when you are overseas) saying if the two different addresses was correct. I responded with yes and explained the situation, never received a text back. I emailed them just incase they did not receive my message and sent two messages through their bot system never heard back from them. They cancelled my order and never informed me. Tomorrow is my boyfriend’s birthday and I have no gift. Why would they offer a gift option on their website and not let you have a different billing address and different shipping address.

  Business Response

  Date: 06/20/2023

  Thank you for taking the time to let us know of this situation.  First, we would like to thank you for your service to our country and second, we would like to apologize.  We see opportunities to learn from this situation and are doing so. The order was actually cancelled per your request in a chat but we understand how you may have felt this was your only option at that point. We regret the event and the service you received on this transaction. We sell a fun product and unfortunately it is subject to fraud. We take additional measures in our responsibility to prevent fraud that may effect our overall prices. Unfortunately a few bad players can make it difficult for innocent purchases with unusual circumstances to avoid the wide net we must cast to protect ourselves from fraud. 

• Initial Complaint

  Date:05/03/2023

  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 RC helicopter from Horizon Hobby a week or so ago. It arrived that next Saturday and I was looking forward to setting it up and flying it. I also bought their recommended batteries to power it. I found that any charger other than a ******** charger and battery will NOT work on this heli because of their use of an uncommon and proprietary connector . ******** is using a type of proprietary three-pin IC2 connector that is not compatible with existing chargers that are NOT ******** "Smart" Chargers. The ******** chargers are NOT DC compatible even though the descriptions state AC/DC operation. They mean AC input and DC output from the power adapter. In other words, forget about taking them to a flying field not equipped with AC outlets. Contacting Horizon Support via email has an unacceptable time delay of up to 48 hours for an answer. My question was in regard to the availability of a cable from the car 12 volt battery to one of their new "Smart" chargers. According to Horizon this cannot be done because the charger needs between 18 and 24 volts DC input to operate. You can't just hook up to your car battery and charge away. Everything needed to fly these helis appear to be ONLY ******** compatible. You also need an adapter cable which, as of my last look-see, was back ordered. There appears to be much false advertising on the Horizon website. The heli alone was $250.00 the chargers range from $100 to $280, the batteries are $28.00 each, and then there's the additional adapter cable to interface the charger with the battery for charging. Corporate greed at its finest.
  
  Contacting them, is as useless as the product I'm complaining about. Even their support line is useless. There used to be a toll free number but that number has been shut down. The live chat option does not work either. Email is the only way to contact them and a reply takes up to 2 DAYS to arrive. There's no guarantee your question will be answered in a manner that is acceptable.

  Business Response

  Date: 05/03/2023

  We apologize for your overall experience with our products. There
  was some confusion regarding the S150 charger. The S150 charger is both and AC
  and DC, it uses a DC power supply that is in between the charger and the AC
  power cord that plugs into a wall outlet. The plugs, IC2, are a proprietary design
  that is installed on many of our smaller models, aircraft, and batteries.  These cannot be used with other connectors
  such as an EC2 to help assure proper the proper function of the model. We do
  not recommend changing plugs as this procedure will void any manufacturer
  warranty.
  Response times have been within 24-48 hours of contact, mostly
  sooner when contacted via chat. When contacted the customer has been informed which
  products will work/not work with their setup in which they have received adequate
  replies. Customer has opted to return the helicopter; this return process has
  been initiated by Horizon.

  Customer Answer

  Date: 05/04/2023

  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

  Date:05/02/2023

  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 an Arrma Granite RC Truck from Great Hobbies in Mississauga,Canada November 22nd 2022 for my four year old son (cost was 429.39 CAD). We gave the truck to him on Christmas. However, because the weather here was poor, we only used the truck two times during the winter season. When the weather became warmer, we tried to take the truck out again on April 7th 2023. After driving for about 15 minutes, the truck stopped working. The motor was dead. I returned the car to Great Hobbies (point of sale), and they said the motor was blown. They replaced the motor. On April 16, we went out again to use it. After driving for 20 minutes, the motor died again.The motor was extremely hot.I contacted Great Hobbies again, and was told they would replace the motor again, but it is a problem with the mechanics of the truck, and I should contact Horizon Hobbies (the manufacturer) directly.I contacted Horizon and requested a replacement. I was informed that I need to ship the truck from my location in Canada to Illinois (*****) at my own expense to determine if it is still under warranty at which point I must pay return shipping. This solution is completely unacceptable for a product that cost so much and was only used for less than one hour, especially seeing as it was a Christmas present for a four year old boy who only used it very carefully for its intended purpose under my supervision.
  
  I have uploaded the purchase receipt and will be happy to provide the email correspondence I have had with the company.
  
  Thank you
  
  ***** ****

  Business Response

  Date: 05/05/2023

  Customer was contacted on 05/03/23 with a possible resolution to the issue. Customer has not responded since the email was sent out.