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Business Profile

Wholesale Toys

Horizon Hobby, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Toys.

Complaints

Customer Complaints Summary

  • 118 total complaints in the last 3 years.
  • 25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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  • Initial Complaint

    Date:12/20/2022

    Type:Delivery Issues
    Status:
    Answered
    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 received an order from Horizon Hobby with a shipping date of 11/21/2022.
    Customer number ********  Order number ******* 
    The order included a Blade 150S BNF basic helicopter and spare parts. Upon opening the box for the helicopter, I noticed the canopy was cracked. I was able to work with the company (using email) to get a replacement for the cracked canopy.
    The next step was to set up the helicopter with my transmitter. I did this according to the manual and it did not work. I contacted tech support (using email), they offered suggestions (that did not help), and in the end they said, "We have not tested a 9303 (transmitter) with any of the Smart series helicopters as it is not really considered a compatible or recommended transmitter." The product description did not state that my transmitter was not recommended for the helicopter.
    At this point I decided that product support would not be able to help me. I wanted to return the helicopter since it would not work with my equipment and I did not want to buy a new transmitter that was compatible. In order to return an item an RA number is required. You are unable to talk to anyone. All communication is through email or "virtual assistant." Using these I requested an AR number 3 times, each time the answer was "Since the product has been opened, it cannot be returned." I am unable to explain that even though it was opened, I could not use the product. It does not work (possibly defective). On my last 3 attempts to request an RA number I complete the form and receive the message that "the message was unsuccessful, please try again later."
    I am frustrated with the inability to communicate to figure this out. All I want is a product that works with my equipment.

    Business Response

    Date: 12/21/2022

    Thank you for reaching out to us. We reviewed your previous correspondence and have issued an return authorization. The details are outlined in a direct email from Horizon Hobby. 

Horizon Hobby, LLC is NOT a BBB Accredited Business.

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