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:06/10/2024

  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.

  We purchased 2 remote control planes from this company on 11/21/2003. One was recieved prior to Christmas, the other never shipped. We have emailed and called the company since January looking for a refund of 379.99 for goods that were never delivered. We have recieved responses, however all of the responses keep saying that they are looking into it. This has now been going on for 6 months. We are solely looking for a return of our money. We have a complaint filed with the company #********

• Initial Complaint

  Date:06/06/2024

  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.

  Trying to get in contact with the company with no response. Done just cancel my order. I'll do business with people who will take care of their customers. After research found that they only answer here.

  Customer Answer

  Date: 06/10/2024

  They have contacted me about this matter and have issued refund. 

• Initial Complaint

  Date:05/06/2024

  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.

  Purchased a AXIAL SCX 10 III on 04/06/24 from HobbyTown online.
  Product # ********* Spent $637.14 For RTR Jeep JLU Wrangler Orange
  Received 04/10/24
  From The get go, tires and wheels wobbling, body was scratched, contacted Axial support, they sent me 2 new tires. Replaced tires and all 4 are still wobbling, they now advise I send in Jeep to service when I haven’t even driven it.. why should I spend $637.14 for something that’s suppose to be RTR (Ready To Run) and I can’t even do that.. and now they want me to go longer without a car.. Very unhappy with axial and horizon hobby..

  Customer Answer

  Date: 05/07/2024

  I would like just refund instead of replacement and refund.

  Business Response

  Date: 05/13/2024

  The Hobby Shop this item was purchased from (as well as all hobby shop retailers) are 100% independently owned and operated. We support the warranty on the Horizon Hobby brands they carry. Any return for refund would need to be requested through the Hobby Shop. The transaction occurred there and the Horizon Hobby can only service the products.  Please visit the retailer you purchased this from for any return exchange or return credits. Otherwise, having our Service Center inspect the product and ensure it is in good working condition is what we can offer. 

  Customer Answer

  Date: 05/13/2024

   I am rejecting this response because:
  
  
  I bought directly off the website. Not through a store. Therefor it falls on y’all. 

  Business Response

  Date: 05/13/2024

  The online retailer is independently owned and operated. They are a distributor of the Horizon Hobby brands but are not a franchise. The financial transaction was with them, not Horizon Hobby, therefore any return for refund must also be through this independent retailer. This is a very reputable retailer that we feel confident will support their sale. 

  Customer Answer

  Date: 05/13/2024

   I am rejecting this response because:
  I’ve tried reaching out to them and they want nothing to do with all of it, that’s why I’m reaching out to y’all.. 

• Initial Complaint

  Date:05/01/2024

  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.

  I purchased a Smart Charger from Horizon Hobby for $195.74 on 4/15/2024. They shipped it with the wrong zip code (I have provided correct information). The package has been on hold with ***** since 4/18/24. I contacted ***** and the representative explained that only the shipper can correct the address or request the package to be returned. I contacted Horizon Hobby to have them contact *****, to which they refused to call and update the information. They are refusing to work with me on resolving the issue, and only tell me that it is now the "customer's responsibility". I do not have the product, and they will not issue a refund. I need help on getting either so that it can be resolved.

• Initial Complaint

  Date:04/05/2024

  Type:Service or Repair 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.

  Bought a ***** ******* *** ** *** Truck (purple body) thru ****** which is a Horizon Hobby product which has a one-year warranty. Within 5 minutes of running my truck in the grass it did minor flip which creased the rear of the truck body from one side to the other. Never in 30 years of driving and wrecking r/c cars and trucks have I seen a simple wreck do so much damage to the body. Tried to straighten it out and it bends right back in the same area. Filed a warranty claim, jumped through all of their hoops which included sending them pictures only to be emailed by some flunky telling me "that is a flex point on the body" and we won't send a replacement. REALLY! There are no written exclusions in the Horizon Hobby warranty, just a one year warranty which they refuse to honor.

• Initial Complaint

  Date:04/02/2024

  Type:Billing 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 contacted th company to cancel an order on 3/29/24, I got an email on the 31st saying it was already shipped and could not be canceled. According to their website the order shipped on 4/2/24, so the order had not been shipped. In tip of all of that my card was charged 3 times for this 1 order.

• Initial Complaint

  Date:04/02/2024

  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 have been a customer for a long time of Horizon / Tower. This is the first time I have ever had any issues getting anything straightened out. Here is my objective in this letter.
  I returned a Viper 90 Arf because after a couple of months we couldn’t get a ESC for it shipped so I could complete it. I wanted to just return it and get the BNF version which comes complete. I had ordered the rest of the parts and received them but in the email correspondence I said I would keep those parts since I had opened the boxes. I would just like the credit for the ARF, and be billed for the difference so I could get the complete jet. There seems to be some kind of issue getting this done. I have attached the ***** proof of delivery back to Horizon, along with most of the conversations that support this that I have had, just to make it easier to verify what I am trying to get done here. Please don’t hesitate to call me if it would help expedite getting this taken care of. We’ve been working on it since December of 2023.

• Initial Complaint

  Date:03/19/2024

  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 product from Tower Hobbies, owned by Horizon Hobbies, and customer service will not replace the part/parts required to fix an issue upon arrival of model. My order number is ***************, placed on 03/06/2024 and received on 03/08/2024. The model (Slow Ultra Stick) was assembled the following day and was discovered to have an alignment issue with the relationship of the main wing and rear stabilizer. Over a period of about 2 weeks now, dialog and pictures have been exchanged via email with a "specialist". They determined the issue could possibly be caused by a couple different part/fitment problems. At this point the model has not been flown as I was looking to correct a potential flyability issue. The customer service advisor stated that some of the replacement items are out of stock and on backorder. As this could be an issue with more than one sub section/part of the model, I asked for a replacement kit. I was told they would not replace the kit and I would have to dissemble the original, pack it up and send it back and wait on a refund (up to two weeks). I would then have to reorder the kit and hope it is still in stock at that point. This is a hobby, not a necessity for our family and I would have to wait until the refund posts to our account then reorder and would finally get another kit (that would hopefully be correct) a month or more from my original purchase date. I have been a customer of Tower Hobbies (now acquired by Horzon Hobbies) for almost 40 years and always had great experiences with this business and their representatives. I would even be okay with them taking parts to repair the one I have from another kit and sending the parts to me. Either way, I believe a replacement kit or adequate parts should be shipped out without delay.

  Business Response

  Date: 04/01/2024

  We apologize for your experience thus far. Customer was sent a replacement on 03/22/24 on order ******.

  Customer Answer

  Date: 04/01/2024

  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:03/18/2024

  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 am Elite Member at Horizon Hobby, I pay for this service annually and it gets me several perks to include free 2 day shipping, yearly 30% coupon for any item, extra bonus points, dedicated phone line etc. I ordered 3 items that were in stock online 5Mar24, I needed all of those items or none of those items because they were all needed for the build. This is the 3rd time this has happened to me this year, I was able to resolve the others but they are completely ignoring me on this one. This order was placed using my once a year 30% off coupon and $135 worth of points that I had saved up. because of what has happened the previous two times I forwarded my order to the elite team to ask them to follow it and make sure it doesnt happen again. within a couple days they had cancelled my order for the car kit basically saying it was never in stock so I shouldnt have been able to order it. Note: if the item is not in stock then you cannot order it unless it is a pre-order, which this was not. As you will see on my attached communication I have asked for a prepaid return label for the other two items since I am not getting the car kit then I do not need those items. In the attached email not only did I ask for the label I have also asked for a new 30% off coupon with no expiration date, since I used that on this purchase. I also asked for a credit to my account for enough points that equals $135 that i also used on this purchase and spent thousands of dollars with them in order to save that amount up. This company used to be awesome until they did some kind of system upgrade that did not work last summer and things have been bad ever since then. They really do have a monopoly on the RC world so we dont have a lot of choices. I have had some very bad experiences since last summer but I have been very professional and tried to understand what they are going through but the way I am being treated and ignored right now as an elite member is extremely bad. see attached

  Business Response

  Date: 03/19/2024

  We apologize for the customers experience thus far. Customer has been contacted with a proper resolution to include prepaid return shipping labels to return the items that are not needed at this time, credit for the points used during the transaction, and a new 30% off coupon. We are continuously working to get the website to reflect the current stock status of an item to prevent these types of issues in the future.

  Customer Answer

  Date: 03/19/2024

   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:03/11/2024

  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.

  Ordered a 1/8 kraton blx from ******. After about 10 minutes in the first ever run and the center diff exploded. Appears to me that no fluid was put in the diff at time of installation. Reached out multiple times via chat to get someone to answer my email I sent over a week ago. Still no reply. 600 truck and haven't been able to use it. We have another 1/8 armma outcast and the pinion gear is gone due to improper gear mesh. Customer service does not exists at this company. If I knew horizon hobby made armma I would of bought another brand. Lesson learned

  Business Response

  Date: 03/22/2024

  Customer was sent replacement parts for their vehicle on order ******, on 03/17/2024. ***** tracking is showing the package as delivered on 03/20/2024. The pinion gear for the other vehicle was placed on order today, 03/22/2024, as this was the first mention of this part failing. This order should ship out within the next few days.

  Business Response

  Date: 03/22/2024

  We thank Mr. ***** for his purchase of the ***** ******. This has been a popular, and successful, model from the ***** line. We see Mr. ***** reached out to us on March 4, we were able to respond on the same day and had some back and forth communications. Unfortunately our volume of contacts overall did delay us resolving the issue in it's entirety, which was to send the replacement parts requested, until March 17 but they have been sent and today we sent an email with a gift card and apology as well.