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:08/18/2023

  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 ordered a package from horizon hobby and it was suppose to be here yesterday but the shipper didn't have the full address on it so it was sent back but they said they corrected it and it was suppose to be here today but was delivered to wrong address and they keep telling me they are having customer service connect issues but I had no problem talking with technical support so they know they screwed up and can't admit it and ***** isn't doing anything until the shipper contacts them with the issue

  Customer Answer

  Date: 08/21/2023

  They sent me a email yesterday saying the order shipped with the same tracking as the original order so how is that possible because if you track it then it is already at the wrong address 

  Customer Answer

  Date: 08/26/2023

  Here is more information from ***** telling me that they delivered it to the address horizon hobby gave them even after horizon hobby said they corrected it so horizon hobby is at fault and lied to me and told me they stand behind their decision that it was delivered to the right address when it wasn't at all 

  Business Response

  Date: 08/31/2023

  Customer made contact with Horizon Hobby on 08/25/2023 showing that they did indeed receive the package after the address was updated with *****.

  Customer Answer

  Date: 09/01/2023

   I am rejecting this response because:
  
  
  Horizon hobby lied to me for a week and did not follow up with ***** after I asked them to contact ***** and straighten this mess out because I couldn't get anything out of ***** because Horizon hobby put restrictions on it so if anyone is at fault it's horizon hobby and I want them to get the worse review possible from the BBB because horizon hobby was unprofessional and disrespectful with the whole ordeal and a apology will not cut it and they need to be held accountable for their actions 

  Customer Answer

  Date: 09/05/2023

  The business didn't do anything but lie to me and lied to ***** about giving the correct address in with they didn't and they refused to help me so I had to go to old addresses in my town with the police to track my package since horizon hobby ******* up repeatedly so if you do think horizon hobby is at fault then I don't know what the BBB stands for then 

• Initial Complaint

  Date:08/18/2023

  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.

  Bought one RC truck for the amount of ($585.88) from Horizon Hobby on 7/19/2023 Order # ***************. They sent two RC trucks and charged my card for two. I didn't order 2. But they charged me (2x $585.88) I contacted them by email that's the only way to contact them. They emailed me a ***** return label. I sent the unopened box back. Now I can't get them to refund my money for the 2nd one, As I said they don't have a telephone number where you can talk to someone. I've sent multiple emails with no response. At this point I don't know what to do. I have my ***** receipt prof that I sent it back. ***** tracking says they received the package 8/10/23 at 8:30 am. Please Help ! I also contacted my credit card company. I've added a screen shot of the two orders.

• Initial Complaint

  Date:08/11/2023

  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 initially purchased a model airplane, Turbo Timber 1.5 and accessories on August 3rd, 2023. Their website said that all the items I ordered were in stock. The accessories shipped out immediately, but the plane was "awaiting shipment" for a few days. I finally contacted their customer support online, which is horrible, by the way. They told me the plane I ordered was on backorder, which WAS NOT stated on their website. They claimed it was listed as such, and there was no ETA as to when I would receive my plane. I asked if I could cancel ordering the plane so I could buy another that's in stock. They told me I could, but gave me no email confirmation that the plane wouldn't be charged to me. I asked for email confirmation and they said they confirmed it in chat ( which to me isn't official). Against my better judgement, I ordered yet another plane (Turbo Timber UMX) from them that said "in stock". Same thing happened. They sent the accessories but no plane. They also refused to take back the batteries that I ordered for the first plane, even though I can no longer use them since I canceled that order.
  Either send me my planes immediately or give me a refund

  Business Response

  Date: 08/21/2023

  We apologize for your experience thus far. The order with the UMX Turbo Timber Evolution has been shipped and delivered as of 08/16/23. A cancellation request has been submitted for the original plane that was ordered.

• Initial Complaint

  Date:08/10/2023

  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.

  on june 23rd 2023 i ordered a promoto mx radio controlled dirt bike from horizon hobby. after over 30 days of waiting for it, "was told it would be shipped before july 7th" . upon receiving it late i tried to use the toy, after maybe 8 seconds it broke. does not move, sounds like gears are stripped internally. apparently there is no contact phone number for them and you have to email them. after several emails they just never reply.. mean while im out 600 bucks for a defective piece of crap.
  i guess i should have checked reviews first. i didnt know that they are this shady. hopefully this complaint will get them to either exchange the toy or refund my money.

  Business Response

  Date: 08/14/2023

  We apologize for the delay in response as we are currently working through our system migration. Contact was made with the customer on 08/07/23, replacement parts to cure the issue have been placed on order for the customer.

• Initial Complaint

  Date:08/07/2023

  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.

  Good Afternoon,
  
  I purchased an E-Flite Turbo Timber Evolution 1.5m BNF Basic from Hobbytown USA on 7/25/2023. I finally tried flying it on Saturday 7/29/2023, but when I did and was taxiing the airplane back, the right side wing was very low to the ground. After bringing it inside to look at it, I noticed that the right side landing gear spring was broken/bent. Thankfully I have an old original Timber STOL, so I took a spring off that airplane and installed it onto the Turbo Timber EVO and took it out and flew it. Guess what, the same thing happened! So I tried replacing the spring again with my last good spring from my old Timber. The spring broke/bent on the next landing. So obviously this is very irritating. I started to wonder why I have never bent a spring on my old original Timber that I have been flying for years, but this new Turbo Timber EVO gets a bent spring everytime I land? So I took the springs off of both airplanes and started comparing the landing gear travel limits between the two. Ah-ha, problem identified! The old Timber landing gear does not have nearly the same free travel before hitting the stops as the new Turbo Timber has. So what is happening, is on the new Turbo Timber, the gear has so much free travel, that the spring retainers bottom out, stop, and then continue to pull on the spring until it bends/breaks because the gear still has free range. The old Timber gear stops traveling before the spring retainer travel or gear leg travel is reached.
  
  So this leaves me wanting either a refund, or a replacement that does not have this defect. I was so happy with my original Timber that I thought I would really enjoy a new version, but that is definetely NOT the case.
  
  I emailed Horizon Hobby LLC on 8/2/2023 as their website directs you to do, and have yet to receive a response from them. I tried calling but their phone just hangs up on you.
  
  I also contaced the Hobbytown USA.
  
  Attached is my receipt, photos, and original email.

  Business Response

  Date: 08/10/2023

  Customer has been contacted by Horizon Hobby with a solution to the stated issue.

  Customer Answer

  Date: 08/14/2023

   I am rejecting this response because:
  
  
  Horizon Hobby contacted me on 8/8/2023saying that they will send a shipping label so that they can look at the airplane and inspect the airplane for warranty.  I have identified (2) very obvious defects with my airplane.  If a replacement airplane is void of these two defects I will find that acceptable.  If not, I expect a full refund.  At this point, Horizon Hobby has agreed to inspect my airplane, but certainly no resolution has been reached as of 8/14/2023.

   

   

• Initial Complaint

  Date:08/07/2023

  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.

  Paid for a **** 22s roller on Aug 1st . Also paid for express 3-5 day delivery. It's been 7 days and my item hasn't even started to ship. I've tried contacting horizon hobby and **** through both sites email us option as well as support chat which no one is EVER available. I just want my damn money back at this point. 2nd roller I ordered and the first one showed up without tires. I'm sick of this company and am going to file a dispute with my CC if I don't get a response within 48hrs.

  Business Response

  Date: 08/07/2023

  We are sorry to hear about your experience thus far. As requested, a cancellation request has been put in for the order. Refunds will typically take 3-5 business days to return to the original source of payment. If there are any further issues, please contact our customer support team at *********************************

• Initial Complaint

  Date:08/04/2023

  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 ***** *** ****** ***** ***** **************** on May 26 direct from Horizon Hobby. I was not able to get it set up until recently for flight whereby I waited for a calm day to maiden.
  
  After a full control check, SAFE set up etc I took off and hovered briefly to check all controls were responsive and proceeded into forward flight. All went well for about 2 minutes until I went into another hover, whereby the heli started losing altitude quickly and the tail started spinning. Confused I inspected the heli and felt the **** *****. It was so hot I am surprised it did not catch on fire! It was also fully locked up as though the gears had melted. Only other damage was the main blades hit the tail boom.
  
  At home I pulled off the servo head, and found that the pushrod would not move the tail linkage, the tail pitch slider was locked on the spindle and was the obvious culprit for the servo failure.
  
  Next, I contacted Horizon (they have no telephone number, just a web form you submit), described my issue and received a reply the next day, Case ******** from **** *. They requested line item information which I promptly supplied. This was 11 days ago, I have updated the email thread twice and radio silence. No number to call to follow up, no contact information, no support.
  
  Since it seemed I would get no follow up or support I have ordered replacement part upgrades from ********* and a ***** **** *****. This to correct lack of QC on their part at my own expense.
  
  What upsets me is they just do not seem to care, I have spent thousands of dollars with them in the past either through online channels or retail, - I took a break from the hobby for a few years and this is what I come back to.
  
  HH, you have lost business from me as I will go out of my way now to purchase from competing companies that stand behind their customers and care enough to reply to them.

  Customer Answer

  Date: 08/07/2023

  Horizon Hobby reached out to me after receiving the complaint today, they have agreed to replace my damaged purchase and I am happy with the resolution. You can close this case and I appreciate the BBB assistance!

• Initial Complaint

  Date:08/03/2023

  Type:Customer Service 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 an rc airplane, it arrived broken. For a return, ut is required to get an RMA #, their return request form on the website does not work. There is no customer service number, it has to be through their website.
  
  I called the corporate office and a woman took my information saying I would receive a call back. I never did and have tried calling, emailing and using their return portal many times.
  
  It appears like they do not want returns and the customer service is none existent.
  
  I want to return the item I purchased.

  Business Response

  Date: 08/14/2023

  Our sincere apologies on defective plane received and the delay to respond due to our back-log of request. We issued a full refund and no need to return the defective plane. See an email response from Tower Hobbies and thank you for the opportunity to correct this error. 

  Customer Answer

  Date: 08/16/2023

   I am rejecting this response because:
  
  
  I have not received a refund.

  Business Response

  Date: 08/31/2023

  Customers refund has been processed, customer should receive the refund within the next few days.

  Customer Answer

  Date: 09/03/2023

   I am rejecting this response because:
  
  
  I was told they are sending back the damaged plane for me to keep as spare parts. Still waiting for an update on when it will be shipped.

• Initial Complaint

  Date:08/02/2023

  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.

  We ordered a ** car with a gasoline engine, on 7/10/2023 for $788.39. We received it a few days ago. We ordered this from this company, because they talk about their guarantees, and how great the service is, and their 30 day return policy. We opened the package and followed the instructions as to mixing the gas and desired oil, and charging the battery, etc. We followed the instructions for starting the car. After repeating the steps 20 or 30 times, we could briefly get it to start for about 1 second, but would not stay running. I emailed them, and also called them. They informed me that the particular brand (******) was not serviced by Horizon, and I should call them. (this was not told to us when we ordered it). ****** was no help, and suggested we pay someone to look at it. I contacted Horizon, and said we apparently had no other option other then returning it and getting a refund. Their response in an email was:" Dear ****, It technically has been used if it has been taken out of the box and attempted to be ran." I cannot believe that any company would ever make that statement. I spent 800.00 on a product that does not work, and because I opened the box, it becomes a used product even though you cannot use it because it does not run! Their order number is ***************.

  Business Response

  Date: 08/14/2023

  We apologize for the experience that you have had thus far. We do not have enough technical information on the ****** ****** brand as we are solely a distributor for ****** ******. Our return policy does state the item can be returned up to 30 days if the item is new, unopened, and unused. The packaging seals on the item have been broken and fuel has been added to the vehicle, this makes the item non returnable. As this is a warranty issue ****** ****** will need to be contacted for further instructions or troubleshooting steps. Warranties and policies differ from manufacturer to manufacturer.

  Customer Answer

  Date: 08/15/2023

   I am rejecting this response because:
  

  Nowhere on their website does it say that ****** issues are not handled by them. If they would have been honest and told us this, we obviously would not have purchased this . In addition, how could anyone possibly know they have a defective product without taking the product out of the box?? If they were an honest and fair company, they should certainly tell the customers that once the item is shipped, you own it, with no support from their company. Obviously everyone who buys something from them will open the box when it arrives. If this is their answer to my issue, I will spend  time and money to make sure everyone on the internet knows the type of company this really is.

  
  

  Business Response

  Date: 08/16/2023

  We understand the frustration that this may have caused. This information is listed under our returns page and states, "In accordance with the manufacturer’s requests, we may redirect requests or advise customers to call the manufacturer directly." As mentioned, we do not address warranty concerns for other manufacturers as policies may differ from manufacturer to manufacturer.

  Customer Answer

  Date: 08/17/2023

   I am rejecting this response because:
  
  
  This will be my last response, and after that I will refer to social media, and we will let the public decide if this company is reputable.

  I oversee a car dealership, and we sell cars on the internet, and deliver them to customers. I could only imagine a customers response if they went out to the car after we pushed it off the trailer, and we handed them the keys and left, and when they climbed in the car and tried to start it, it would not run, so they called me to tell me this. If my advise to them was that they needed to call Chevrolet because I did not make the car, and I cannot take the car back because they tried to start it, I have a feeling they probably would be upset, and my reputation would suffer as a result.

  I would never let this happen to a customer, and I am sure any reputable company would not as well!

• Initial Complaint

  Date:07/31/2023

  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.

  Online order *************** was placed on 6/19/23. Online order total was $410.29. I used a gift card for partial payment of $202.42 leaving a balance of $207.87 to be charged to my credit card. My credit card was charged $372.04 and my gift card has a balance of $0. I filed a credit request on 7/14/23, case ********. The confirmation email said I would hear a response in 24- 72 hours. I’ve emailed them multiple times asking for an update on this case. No response and no phone number to contact them at.

  Business Response

  Date: 08/14/2023

  We responded to Mr. **** on August 2nd. The email was sent from ********************************. Today we are sending a follow-up email from that same address. Please check junk or spam. Thank you.