Reviews

Review Details

• Review fromJay S

  Date: 11/07/2025

  1 star
  Don't buy from these guys. They don't stand behind their warranties. I ordered a arrma big rock 223s after reading all the bad reviews about the 223s lvc issues. Sure enough contacted arrma and they warranties me a non 223s esc. Great thats what they should do when its all over social media sites and rc forums about how bad these 223s escs are. So then I bought a granite 223s. Sure enough lvc minutes into a fresh battery. I contact horizon hobby assuming they would stand behind their warranty again for these garbage 223s escs. Nope. Richard and Jason of "customer support" gave me the run around and refused to send me a new esc. They both also refused to give me the name and email of their immediate supervisors. I asked both twice for those names and email. Well they must not want their bosses hearing about their bad customer service and have any complaints filed against them. What employees refuse to give you their supervisors name and email. This is a shady company who doesn't stand behind its products. I own thousands of dollars worth of rcs. And thanks to Richard and Jason at horizon hobby customer support I'll never spend another penny on horizon hobby products. Don't buy their dumpster fire 223s. Don't buy anything. They don't honor their warranties,

  Horizon Hobby, LLC

  Date: 12/01/2025

  Hi Jay,
  
  Thank you for reaching out to us directly when this review was also posted. We're glad we were able to work out a resolution to your satisfaction and hope you have been enjoying your Arrma RC car. Thank you for choosing Arrma and we do hope to better serve you in the future!
  
  Regards,

• Review fromBrian M

  Date: 10/24/2025

  1 star
  I understand why this company isn't on the bbb. They couldn't make the grade. Complete lacking in customer service 20+ days to get a refund what a joke...

• Review fromJoe W

  Date: 09/11/2025

  1 star
  Horizon Hobby/Tower Hobby are one and the same. The original founder is rolling over in his grave due to the new owners trashing his company!
  It used to be that they cared about customer service. At one point I was an employee of our local Hobbytown. Horizon used to scramble to make sure a customer was happy.
  Now, one cannot reach someone by phone. You either have to use a chat(which never seems to be manned) or by email. I emailed them over the weekend and here it is Thursday, and I haven’t received anything.
  My debit card was scammed and I tried to reach them to let them know I had not placed the order. One of the parts arrived and I sent it back without opening it. Horizon/Tower Hobbies has absolutely terrible customer service. They will not get another penny from me. If you want an item, I would suggest going somewhere other than Horizon!

• Review fromWilliam J

  Date: 03/25/2025

  1 star
  Absolutely terrible experience. I purchased an rc plane and transmitter from tower hobbies (which I now know is owned by horizon). I ended up cancelling that order after waiting 10 days and it didn’t ship then after waiting an hour for “Bob” with Horizon Hobby customer service to answer. This guy is in the wrong business. 2 days later I see a debit from my bank account from horizon hobby for the same order as if I purchased the same order from horizon hobby. What the heck is going on here!? I never placed the order again. I called Bob back and waited another hour on the phone and he said it wasn’t his problem and that I shouldn’t have ordered it twice. After coming unglued over the phone and him hanging up on me he called back with an RMA number. I just waited another hour for Horizon Hobby customer service to see why after 15 days of receiving my rma that I haven’t received the refund and guess who answered!? Yup! Friggin Bob! This guy loves to **** people off! He said that it may take 10 days to see a refund but, I should just wait until the department receiving the rma’s gets around to it. He offered to email the department then retracted that offer. I asked him to go ahead and send the email, then he replied that he would get in trouble for sending the email to check on the status. Bob will get in trouble for helping a customer Horizon Hobby!? Seriously!? I’m copy/pasting this review everywhere Horizon Hobby. Do better

  Horizon Hobby, LLC

  Date: 04/17/2025

  Mr Jones purchased a 3-part item from us and upon delivery reported that it contained only one of the parts.
  We have investigated and found that the item is indeed mispackaged and have initiated a full refund for his purchase, and are working with the vendor to correct this.
  We would also like to extend an apology for the way he reported being treated by one of our representatives and have addressed the issue internally to ensure every customer is imparted with the confidence that their issue is important to us and we value their business.
  We thank Mr Jones for the patience he demonstrated, and hope to better serve him in the future to a level he both expects and deserves.
  
  Sincerely,
  

• Review fromJohn H

  Date: 03/17/2025

  1 star
  I purchased a Synapse gyro that was incompatible with my Spektrum PowerEdge 14 receive. I attempted to return the gyro this morning and my return was denied by Horizon Hobby rep Joel L. I asked why my return request was denied and I was not given an explanation. I asked to speak to someone higher up and I was denied that request too! I attempted to call Horizon Hobby directly and I was unable to get through to anyone! How does a company obtain a business license who treats people like this.
  I hope the denied return was not determined by the issue I had with Matt G yesterday. That was another product that I was requesting help with. Apparently, Horizon Hobby believes the customer is not right and you are not allowed to be upset about a Horizon Hobby product you purchased and waiting on the hold for over 45 minutes to deal with horrible customer service!

  Horizon Hobby, LLC

  Date: 03/18/2025

  We strive to be as transparent as possible about our return policies to help our customers make informed decisions. Our return policy is clearly outlined on our website, and while we always do our best to be flexible, this request was, unfortunately, beyond the return window. We understand this may be frustrating, and we genuinely regret any disappointment. Our goal is always to provide clear guidelines to prevent any surprises, and we appreciate that customers choose to spend their hard-earned money with us.

• Review fromYu B

  Date: 01/27/2025

  2 stars
  On January 7 I've ordered twelve ets of Proline tires on a great sale and by January 27 they only delivered two sets out of the twelve in my order. They also charged full order shipping price. I'm especially annoyed because when I contacted customer service on January 14 they advised that they were out of stock despite taking orders and were "unable" or more prcisely unwilling to ship similar product given it was their mistake in msmanaged inventory tracking. Meanwhile, I've ordered a bunch of rims from another shop that I have no use for now.

  Horizon Hobby, LLC

  Date: 01/28/2025

  Our goal is not to set the customer up with unpleasant surprises, such as not having inventory if we show we have it. In this case, the status of the tires at the time of the order was back ordered and unavailable. We are sorry if this was missed; our goal was to set clear expectations, and the only charge was for what we could and did fill. The shipping charge was appropriate for that shipment.

• Review fromMichael M.

  Date: 01/25/2025

  1 star
  Purchased a simulator 3:30 on a Friday afternoon. Paid for next day shipping, note no disclaimer that the next day shipping window passed. found this out from rep. Tried to cancel 20 min later to which I was told was too late to cancel found out from a manger email my order was already on a truck an as per their shipping policy stated on websitr it would be too late to cancel since it was on a trailer already. Pretty quick. But since the next day shipping was too late and I would recieve it on monday ot Tuesday.
  I could request a return and didnt know abut the next day shipping charge.
  DO NOT PURCHASE anything from these people.
  It seems to de deceptive practice and at the very lease not good customer service.

• Review fromBrandon M

  Date: 01/16/2025

  1 star
  I purchased a high $ RC item that was on "Sale". Immediately after shipment(when I couldn't cancel), it went on sale for 20% less(a significant sum). Customer service refused to refund the difference and told me to return/replace if i wanted the new price. They would not process a return until I received it and want to charge me fees for the return. Apparently rejecting the package with the carrier avoids return fees...
  This company has great marketing, then leaves you in the dust.

• Review fromBryan H

  Date: 09/16/2024

  1 star
  Completely upset! Spent 1,500.00 on an electric plane. Wheel retracts are not working. Spent four hours on hold today for help and no answer. Even after being 1 caller down we were disconnected. Sales and CS help only sent an answer via chat to sign up for a "refundable" $1.00 to get to someone to help! We are not spending another $1.00 for assistance with a product they offer. This is so upsetting! Cannot comprehend our nation getting to this point where you cannot reach someone directly to assist in issues, especially with high dollar items purchased.

• Review fromMichael W

  Date: 08/06/2024

  1 star
  Absolutely garbage customer service. They talk over you while you’re trying to explain your situation, the part numbers are always contradicting themselves between what they have written in their manuals and what they have in their computer system. I purchased a ARRMA SENTON 3s blx and it stripped the rear differential gears so I talked with a representative who assured me that if I had the receipt, they would send new parts to replace the old parts. They sent me just the bare minimum and the parts they sent do not mesh properly. When I contacted them to return the parts they sent and send the parts I need, they declined. This is clearly a case of false advertising (2 year warranty with receipt) and junk plastic parts that should be made from metal. I will never order from Horizon again and will never purchase another ARRMA vehicle again. This is my second vehicle and both times customer service was horrible, couldn’t get it right, vehicle was cheaply made.

  Horizon Hobby, LLC

  Date: 08/15/2024

  Horizon Hobby always regret hearing we disappointed a customer. We take the quality of our brand products seriously. We have an entire quality team that monitors all feedback, repairs, returns, reports of our products and will immediate address issues when a pattern presents itself. In this case, we did see that anyone that was a hard basher of the Arrma Senton was experiencing a differential break and we modified the future models with a stronger differential and immediately offered free replacements of the differential gears. Reports of an entire rear unit needing to be replaced were never identified as something required for this particular issue. It was only a small percentage of customers that purchased this model that experienced breakage, but enough that we wanted to improve their experience on. Once Mr. W**** identified that he needed more than we sent, we sent the entire unit at no charge. His experience was not typical of the experience that had been reported by others, but we made this right for his unique experience.