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:04/30/2023

  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.

  I purchased a new Arrma Typhon 6S from an online retailer. As always, I used ****** for my own protection. Once I received the Typhon, it was not functional and I discovered the esc was defective. I was not worried as Arrma RC products carry a 2 year warranty. So I contacted Horizon Hobbies customer service to file a warranty claim. To my surprise, a ****** receipt will void a warranty with Horizon Hobbies. So because I chose a payment method to protect myself while shopping online, I do not get a warranty on my Horizon Hobbies product. I have purchased many Horizon Hobbies RC products and have yet to file a warranty claim. I need to file a claim for the first time and they drop the ball. Not impressed when I finally need them for support.

  Business Response

  Date: 05/01/2023

  After further review of the information provided by the customer we have determined that we are unable to assist with a warranty replacement part as the vehicle was purchased from a third party seller that is not one of our authorized sellers. Our limited two year warranty states, "What is Not Covered - This warranty is not transferable and does not cover (v) Product not purchased from an authorized Horizon dealer."

  The form of purchase through ****** is not an issue.
  

  Customer Answer

  Date: 05/01/2023

   I am rejecting this response because:
  It is clearly a new product, was sealed when arrived and was defective. Regardless of where, who or how much; it is a defective product made by Horizon Hobbies and they should offer at a minimum some help. After all, they are a large company selling a lot of products. I have supported them by buying multiple products from them and have never asked them for anything. The one time I do, my previous support for their company means nothing, because it's policy. That is not how you take care of customers whom support your business. This a do the right thing moment and Horizon Hobbies failed. "Sorry ******, it is our policy". We'll Horizon Hobbies, my new policy is to not support you any longer and spread the word via all means possible about my experience with your company.  I am a member of many social media RC groups and intend to spread my experience and the lack of appreciation Horizon Hobbies showed for a customer with many previous purchases from them. It was purely black and white for them. I will support their competitor going forward (*******).
  
  

  Business Response

  Date: 05/05/2023

  We apologize that we were not able to come to a middle ground for a solution. We must stand by our warranty policies to include the purchase of items from an authorized seller. We 100% stand by our products that may become defective as a result of a possible manufacturer defect as long as the product falls within the guidelines of our warranty.

• Initial Complaint

  Date:04/27/2023

  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 approximately $1100 in products from this company in 02/2023. Upon receipt of these products I found one product to have a default. I proceeded to reach out to customer support to initiate a return on 2/25/23.
  
  After much follow up on my part due to slow response times from the company I was I finally was provided authorization for the return but give options for refund that didn’t include a refund to the card used to originally purchase the card. I debated this and it was decided this could be done. Again, after much follow up on my part, a shipping label was finally produced.
  
  Due to the product being delicate (hobby styrofoam plane) I was methodical about my shipping and made sure it was fully encased in bubble wrap. Upon their receipt they presume to tell me it was damaged in shipping and appeared to be worn. Mind you this product NEVER was used as a result of the defect. I disagreed with their assessment advised the plane was never out of the house or flown and that adequate protection was provided during packing and that they should talk with the shipping courier.
  
  Eventually support authorized a refund stating it would be 5 business days for the transaction to be processed.
  
  Approximately 10 days later there was no refund on my original card of purchase so I reached out and was advised that the refund went onto my online profile account as a credit. I advise support this was not the agreement and I wanted a refund back to the purchasing card. Four days have passed and I have had to follow up once again. We are 2 months into the process of this return and I still haven’t been made whole for $250 when the initial purchase of products were $1100.
  
  I hope to get this resolved but this has been a true hassle with poor customer service and a big reason why ****** is slowly taking out all these small businesses because of hassle free support.

  Business Response

  Date: 05/02/2023

  ****** has been contacted with a resolution that seems to be satisfactory. The store credit that was originally placed on his account has been removed and refund for the defective item will be placed back on the card used for the initial purpose. Customer has been advised that this process may take up to three business days in order for the refund to show on their card.

  Customer Answer

  Date: 05/06/2023

  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:04/25/2023

  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 model airplane engine from this online business and paid over 650 dollars for the item. The item was shipped to me and when I tried to use it, I realized it had a manufacturing defect. There is no phone number to call product support only email. After many many attempts at communicating with them they had me ship back to them. I was just informed they are shipping it back to me unrepaired because manufacturer is back ordered on a part. I asked for my money back and they refused a return. I have not run the engine because of the defect and their policy says it cannot be returned if it has gas run through it. It has not. They are essentially providing me a non working product and telling me tough luck. I can send back in June if I want to try again for repair? This is unacceptable. I paid for a brand new engine in the box and that’s what I expect. Now I have an engine that’s has been pulled apart by several people and sent back to me still not working. They are not honoring their warranty by providing me with a working product. I will never but another product from them but I am just out nearby 700 dollars? This seems like unfair business practice. Help me please.

  Business Response

  Date: 05/02/2023

  Customer has been contacted with different options towards a resolution. Customer does not want to wait for product to come back in stock to repair the current engine.

• Initial Complaint

  Date:04/19/2023

  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.

  Ordered an RC car in November as a christmas gift for my son. Out of the box it only ran for 30-90 seconds before stopping. Opened a support ticket, they confirmed it was a bad ESC but did not have any in stock. I waited over 2 months and reached out for an update. No response, I have reach out 2 more times over the last 2 week and have received no response. Its mid April and my son has still not been able to use his Christmas gift yet. They make it intentionally difficult to contact them, the phone number is a dead end that directs you to live chat. Live chat is a dead end that directs you to open support ticket, and they never respond to the open support tickets. They sold me a defective unit, admitted it and refuse to replace it.

  Business Response

  Date: 04/19/2023

  We apologize for the experience that you have had thus far. A comparable ESC that is in stock has been placed on order for *****. This replacement should ship out fairly shortly to get the vehicle up and going again.

  Customer Answer

  Date: 04/24/2023

   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:02/28/2023

  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 number of items from ***** ***** (owned by Horizon Hobby), including a Passport P2 100W AC/DC 2-Port Multicharger with Bluetooth Connectivity. I wasn't sure if it would work with the batteries I ordered, but I read their return policy:
  "Return authorization is required on all returns. To initiate a return authorization, please Contact Us.
  "We will accept merchandise with an authorized RA# that was purchased from ***** ******* within 30 days of receipt.
  "The merchandise must be in new and unused condition in its original packaging."
  Subsequent to ordering, my online research indicated that this charger would not work with the batteries I ordered. Following receipt, I emailed ***** ***** to let them know I wanted to return the charger, which was in new and unused condition, per their published policies.
  They replied via email that they did not accept returns that had been opened. This differs from their published policy, and they did not ask if I had opened the item. I replied that the item, in addition to being unopened, was also in new and unused condition. They have not replied to this email, and now three business days have passed.

  Business Response

  Date: 03/01/2023

  Our sincere apologies on the misunderstanding with *** ****. We reached out to him via email and did authorize the return. 

  Customer Answer

  Date: 03/01/2023

   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:02/14/2023

  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 needed a new battery for my dx6e transmitter previously purchase from HH. On their website they had a battery ******** $51.99 that was advertised as compatible with this receiver. I placed an order on Friday 2/10 and paid for the order. when i opened the battery case on my dx6e to remove the current batteries, i noticed that the adapter on the new battery would not fit my receiver. i searched the battery on the internet and ****** had the battery with a caveat that wasn't on the HH site saying you needed to check the code in the battery compartment to determine compatibility. My receiver wasn't compatible. I used the HH site on Saturday 2/11 to initiate a cancellation of this order, however, i didn't receive a response until Sunday 2/12 and the order had shipped. the support person Jason indicated that the battery would fit. i forwarded the amazon documentation to him. I didn't hear back and using the HH site chatted with ******* * who said that ***** indicated that i had opened the battery and attempted to install it. This is a lie. She then said she would email me the RA so I could return the item. I also asked for a chat transcript that she said she would forward. I had copied the text from the chat and it's attached to this complaint along with the email thread with HH suppport.
  As of now 2/14 12PM I haven't receive any emails from support even after forwarding a copy of my chat with ******* *. I now understand why they have such a poor rating and won't even publish a phone number.
  I haven't opened the battery and simply want to return it as it doesn't fit my dx6e as documented.

  Business Response

  Date: 02/24/2023

  A return authorization was generated on 02/13/23 on order *******. A return label with FedEx tracking number ************ was also generated on 02/13/23. Customer has not replied back since this date.

  Customer Answer

  Date: 03/22/2023

  please note that as of today I have not received the refund for the items returned per the attached.  The 10-15 day window has elapsed with no credit appearing on my credit card account
  on behalf of HH Customer Support <********************************>
  ***********************
  Dear Horizon Hobby Customer,
  Thank you for contacting Horizon Hobby. Please allow our Returns Department 10-15 business days to process your return upon arrival. An automated email will be sent to you when the return is completed. 
  Thank you,
  From: *************************
  WARNING: This email originated from outside your organization. Use caution when clicking links or opening attachments.
   Hi – The unopened battery, charger and a copy of the RA email were sent via **** to the address provided along with the RA number on the outside of the parcel.
  The item was received by HH on 3/6/2023 as shown in the attached.
  Thanks,
  From: ********************** ************************ On Behalf Of HH Customer Support
  Sent: Monday, February 27, 2023 4:03 PM
  To: ***********************
  Dear Horizon Hobby Customer,
  Thank you for contacting Horizon Hobby. The RA# associated with your return is: ******** *lease write this number on the outside of the shipping box, as this shows our Returns Department that you were authorized to make this return.  Please send your return to:
  Horizon Hobby – Returns
  Please note, we no longer process exchanges, only refunds. Refunds will be processed to the original payment method you used on the order.
  **If you do not confirm with us that you are returning a specific item, and it is not listed on the RMA# when our Returns Department gets it back, this will result in the merchandise being returned to you without any credit. 
  Please allow our Returns Department 10-15 business days to process your return upon arrival. An automated email will be sent to you when the return is completed. 
  Thanks and have a great day

• Initial Complaint

  Date:02/14/2023

  Type:Sales and Advertising 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.

  Not honoring a rebate that was clearly advertised

  Business Response

  Date: 02/24/2023

  The promotion listed was for select items only. The ******** radio that was purchased on order ******* was not part of the promotion. A customer response was given on 02/14/23 to explain that the radio purchased was not part of the promotion. We had offered to start the return process for the customer if they still wanted to return the unopened, unused radio. Customer did not respond to the emails sent from case ********.

• Initial Complaint

  Date:01/08/2023

  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 am attempting to return order number **************** a defective AR631 receiver to Horizon Hobby but they refuse to return the item. I have had prior issues with the company where they prolong the return process until the parts are past the return eligibility. The representative who goes by the name ******* refuses to return the merchandise by requesting details of why the receiver doesn't work.
  
  I have informed her that it doesn't turn on but this information is not good enough.
  
  This company sells low quality or defective merchandise and attempt to make it impossible to return to that they can keep your money. They should honor the warranties and policies that they advertise and not employ shady business practices to keep peoples money.
  
  If your merchandise have high failure rates and you don't want to start behind it then don't advertise fantastic warranties and reliability ratings.

  Business Response

  Date: 01/09/2023

  A return authorization has been approved on case ********. Customer will need to follow the instructions given in the email sent from the same case. A return label has also been sent to the customer as a courtesy.

• Initial Complaint

  Date:01/04/2023

  Type:Billing 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 RC car from Horizon Hobby on 11/30 for my son's Christmas. He has been saving up for months. When it came time to use it, there is a flaw and metal parts are melting (the electronic speed controller ESC, is what my son has told me.)
  
  I have tried contacting them using their email contact form, as no number exists, without response. I started the claim within the 30 day return window. I have tried this twice.
  
  I have tried several times to get on their live chat and it errors out every single time. There is absolutely no way to contact this company for any issue whatsoever.
  
  They need to honor the quality of their products. This is over $400 of my son's hard-earned money and this is what he has to show for it. I want a refund. Like NOW.

  Business Response

  Date: 01/05/2023

  An email response was sent to the customer on 12/27/22 with no response the customer. After looking into the other cases started by the customer, case ******** was located and the pictures sent by the customer were reviewed. When reviewing the pictures provided it was apparent that the Electronic Speed Controller (ESC) has been modified to use a different power plug other than stock. The two year limited warranty does not cover items that have been modified or altered.

  Customer Answer

  Date: 01/09/2023

   I am rejecting this response because:

   The email claimed my son soldered on a piece of equipment to the ESC.  Nothing was modified on the ESC and my son is too young to solder!  They are making excuses for a defective product.

  Many thanks

  ******
  

  Business Response

  Date: 01/23/2023

  A prepaid shipping label has been offered to the customer on 01/10/23 to have the vehicle sent to our service center for further evaluation and repair. If the Electronic Speed Controller (ESC) failure is determined to be a factory defect, it will be replaced free of charge under the limited two year warranty.

• Initial Complaint

  Date:12/29/2022

  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 an axial Ryft last month for quite a bit of money. I was supposed to get free 2day shipping which I did not receive. The truck is an intended rock bouncer. I only drove it twice in my yard before it started grinding horribly. Every time you try to contact tech support you get an error message. I’ve complained about this issue and replied to rudely! I’ve sent pictures and videos of my issues and it’s like I’ve just disappeared! When taking my money, everything was quick and simple! I will never spend another penny with this company if they do not make this right in a timely manner!

  Business Response

  Date: 12/30/2022

  We apologize for the delay in response. Our response times have been impacted by the holiday season as we have been receiving higher than normal chat and email volumes. Replacement gear sets and diff fluid have been placed on order to be sent to the customer. These items should be shipping out within the next few days. We hope to have your vehicle up and running in the near future so it can be enjoyed as intended.

  Customer Answer

  Date: 12/30/2022

   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.