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:02/04/2025

  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.

  They had a product recall last year. They sent out a flier to let everyone know that if they bought this particualr product that they would repalce that product for a even exchange. I filled out all the paperwork and sent it in. I waited almost 6 months and I got the run arround. I had to reach out to a friend who knew an employee who works at Horizon Hobby. He was able to escalate it up to management after several failed attempts.
  Complaint description
  Briefly state what you would consider a reasonable resolution from the company I would like them to honor what they originally told everyone and exchange my recalled items like they said they would

  Business Response

  Date: 02/04/2025

  
  The ******* ***** upgrade program was a 2024 program that has ended.
  We have reached out to Mr. ****** and this has been resolved to his satisfaction.

• Initial Complaint

  Date:01/22/2025

  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.

  Date of transaction: 12/15/2024
  Amount paid to the business: $329.87
  What the business committed to provide you: A remote Controlled Car and extra battery
  What is the nature of the dispute: Refund or exchange of product
  What is the nature of the dispute: The remote controlled car I purchased stopped functioning after the second time it was used. I have reached out to Horizon Hobby three times via email and one time via phone, all within 30 days of purchasing the product, and have not been able to receive any. help with my issue. I have been assigned three automated case numbers ********, ********, and ********). I was on hold on my phone call for an hour and twenty-one minutes before getting connected to another line which nobody answered. The message I did receive from them requested me to contact another company (********) which I did... they also did not reply to my message.
  Horizon Hobby has not tried to resolve the problem: they have been ignoring my messages and have made speaking to a customer support representative nearly impossible.

  Business Response

  Date: 01/28/2025

  Hello Mr *******,
  
  Horizon Hobby distributes the "**** **********" brand of products and is not equipped to provide warranty or repair services for their products. For issues encountered while operating the product, the user would need to contact **** ********** at the phone and email contact included in the appropriate user manual.
  
  In light of Mr *******s complaint, we reached out to **** **********s office in San Francisco, CA and they should have already reached out via phone and/or email to help resolve the issue you are experiencing with your RC Truck.

  Sincerely

  ***** *

  Horizon Hobby LLC

   

  Customer Answer

  Date: 01/31/2025

  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.

  Thank you for your assistance with this matter.

  Kind regards,

  ******* ******* 

• Initial Complaint

  Date:01/06/2025

  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.

  I made an order on Saturday January 4th
  
  I never received a confirmation email so I made the order again..
  
  Unfortunately even though I never got an email the first order went through..
  
  I contacted them about canceling one order .. they refused to because even after asking the order to be canceled they shipped one 98 cent item from the 408 dollar order..
  
  I believe they shipped the one item just to prevent the order cancelation..

  Business Response

  Date: 01/07/2025

  There were indeed two orders placed. Because we start working on your order immediately, there is a very small window of time to actually cancel an order for in-stock merchandise. In this case, once you finalized the order an confirmation appeared on the check out screen and gave you an order number indicating a successful order was placed. Requesting a cancelation via chat or email still requires a human on our end to attempt to stop the order. Again, the window of time was very narrow and it was indeed too late for the cancelation. We did offer to authorize a return on the duplicate order. 

  We realize it's tying up the customer's money but we post in our policies that because we start your order immediately, it often can't be cancelled and we did provide a screen confirmation with the order number saying your order has been placed. This was our attempt to give you as much data as possible that the order was moving forward as requested when you confirmed and placed the order. The two orders are not identical, but close. We will need you to contact us to get a return authorization on the one you want to return please. 

  Customer Answer

  Date: 01/13/2025

   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:01/05/2025

  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.

  LAST THURS. I ORDERED SEVERAL ITEMS I NEEDED RIGHT AWAY AND PAID ABOUT $70.00 FOR OVERNIGHT DELIVERY BECAUSE I REALLY NEEDED IT NOW! I HAVEN'T RECEIVED ANYTHING YET - 4 DAYS LATER - I THINK THESE **** STOLE MY MONEY. WITH *** *** TRANSACTION ID ***************. THE TOTAL AMOUNT STOLEN FROM ME WAS ABOUT $255.00 AND $75.00 FOR OVERNIGHT DELIVERY.

  Business Response

  Date: 01/06/2025

  We are equally disappointed that we were a business day late on shipping this order. We are refunding the shipping cost and the package is scheduled for arrival a day late on Tuesday vs. today. An email was sent directly to this customer in response to an email he sent to us to let us know of the missed expectation. 

• Initial Complaint

  Date:08/20/2024

  Type:Product 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.

  On 7/15/24 I purchased a Receiver/ESC Unit: Sport Cub S from Horizon Hobbies to replace a failed one I already had. When I opened the package, I found the manufacturing date and it was made in 2019-09-25, apparently new, but badly out of date. My old one was built in 2022-11-29. I didn't want an old unit and asked to return it. They refused to allow that because I had opened the package. I want a full refund and paid return postage if they really want an old unit back.
  
  Customer # ******* 

  Customer Answer

  Date: 09/10/2024

  I have not heard back from them.

• Initial Complaint

  Date:07/16/2024

  Type:Product 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.

  Transaction date: 2/17/2024
  Order number: ***************
  Price: $286.19
  Return Authorization number: ******  Product returned to vendor on 3/7/2024
  ***** Tracking ID: ************  Multiple tickets have been opened with Horizon Hobby with no resolution. Initial representative said they're, 'terribly sorry for the delay'. A different representative on a later inquiry stated that the amount was accidently applied to store credit and that the error would be fixed and money refunded, but no action to present. Emails have been sent to the vendor with no response. Item was returned on 3/7/2024, and it is 7/15/2024 at the time this complaint is being filed.

• Initial Complaint

  Date:07/11/2024

  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.

  Placed order on 6/30. Requested cancellation of one item on 7/1. Was told it was too late to cancel the boat. Now it's been 12 days, and I still haven't received half my order. I received part of the order, but I've attempted to contact them twice now requesting an update or else cancel what has not shipped. Some parts show they are back ordered until October, but the most expensive part, the $400 boat shows it's in stock and was on sale at the time of purchase. I have yet to receive a response after reaching out twice. This company is no bueno. I understand they have been having some technical issues for about a year now, but this negligent service is a borderline scam at this point.

  Business Response

  Date: 08/05/2024

  The boat in question was delivered on 7/16 and has been acknowledged as being received. 

• Initial Complaint

  Date:06/22/2024

  Type:Product 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.

  I had a defective prop spinner and propeller failure and it was only less than a month. The parts that were defective were a 2 part setup but however Horizon Hobby only sent me 1 part of the prop assembly. Normally propellers are one piece but on this plane the "Night Radian" it is a 2 part setup. The damage occurred mid flight causing the whole assembly to be lost while in flight. Through the painstaking lackluster support I was able to have ****** * according to the emails to order the new replacement parts and have it shipped. I then in the follow up email asked her if she shipped both parts, since the prop system on that particular plane is 2 parts and I wanted to confirm if she sent both parts (******* * **********). I did not get a reply for over 5 days and the part (*******) did arrive but it was not the complete assembly to compensate me for all of the damage that occurred. I decided to get on their website to chat and possibly resolve the issue, I spoke to an agent named ***** * who stated in the email "Thank you for contacting Horizon Hobby.
  Our apologies I see that you sent a follow up message regarding the propeller that was not responded to.
  I'm placing an order for the propeller now.
  Order Number ******  I was curious to see if they shipped the promised part and contacted the chat to follow up only to find out that the support agent ***** * improperly listed the free/replacement item and the chat agent said they would fix the issue and send me an email. I have yet to receive the email so I decided to post to the BBB and also other websites to show my disgust in the company support and policies, procedures and follow ups with their customers. The bad thing is that it's not the first time I have had issues. It's been with all of my orders! I am a veteran and I guess my free shipping is not worth it if this is how they do business? Hopefully this issue will be resloved as a TOP PRIORITY and I will be taking business elsewhere and advise my friends!

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising 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.

  Horizon Hobby offered a 10% discount on my next order if I sign up for their mailing list. See attached screen shot. I signed up. I received confirmation that I would received a 10% discount on my next order (See second screen shot). I did not receive any e-mail discount code. I checked my spam folder. I did receive promotional ads shortly after sign-up, confirming the correct e-mail address was used. My e-mail address is linked to my 8 year old Horizon Hobby account. That's right, I've been a customer of theirs for 8 years+.
  
  I place a $410 order (Order Number *************). The 10% discount did not appear to get applied. I immediately contacted customer support via the online form explaining the problem and requesting that the adjust my order by 10% accordingly.
  
  Five days later I got a response. They would not honor the discount. Instead, they would offer a discount on a future order. This was a large order. I wanted the discount on this order, not a future, smaller order. I asked them to honor their promise or allow me to cancel. They refused. They said the order already shipped. That wasn't true when I filled in the form. It was true 5 days later when they bothered to reply.
  
  They said I should have received a code. I didn't. I tested two other e-mail addresses after. Still no code. No mention of needing a code on the screen shots either.
  
  I am requesting they refund my credit card 10% on order *************** or allow me to cancel the order and send me postage for return shipping.

• Initial Complaint

  Date:06/20/2024

  Type:Product 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.

  I was flying my brand new UMX Turbo Timber Evolution the other day and suddenly the servo for the right aileron seized up and no longer worked. This resulted in the airplane doing a nose dive and drifting towards the tree line, resulting in the plane lodging itself about 80 feet up near the top of a tree.
  
  I’m very disappointed, since this has never happened before in my 10 years of flying Horizon Hobby aircraft. I wanted to see what the next steps would be, since this was a defect on the servo.
  
  I contacted support to try and submit a warranty claim and was told that this is a fly-away, and as such won't be covered. This was not a fly-away, this was a servo defect. Additionally, the warranty terms of service don't list this as an exclusion, making this a valid warranty request. I am blown away with how little support and deception I have received from a company I've supported and spent thousands of dollars with.