Hobby Works

We are sorry for the confusion with [redacted] Unfortunately, [redacted] attempted to return an item for refund well outside our policiesHe brought in only a piece of track with nothing elseHe did not bring the package the item came in, nor all of it’s contentsNo packaging, no instructions, and without the complete contents of the packageImage enclosed showing what the item and contents look like when new[redacted] was offered an exchange when he was in the storeHe declined this offerHe insisted that what he brought in was “all that we needed” for a refund, and stated that we should be satisfied because the single track item he brought in without anything else was “the important part.” Our Return Policy is available for viewing in many locations: It prints on every register receipt, is posted in stores, and is available on our websiteA sample copy of a receipt is attached with this letter.Our Return Policy exists to be broken! We look for every opportunity to exceed our policies and take care of our customers - as indicated by this being only our third ever Revdex.com complaint across four DC area locations in the past yearsSadly, in this case, [redacted] gave us nothing to work with - literally and figuratively [redacted] indicates on his complaint that his desired outcome is replacementThat option was politely offered to [redacted] at the time he was in our store, and is still available to himIf you have any questions, please do not hesitate to contact me at: [redacted] Thank you for your time.Sincerely,James C [redacted] Store ManagerEncl (2): Sample receipt, picture of similar item in MFR packaging

We are sorry for the confusion with *** ***Unfortunately, *** ***
attempted to return an item for refund well outside our policiesHe brought in only a piece of track with nothing elseHe did not bring the package the item came in, nor all of it’s contentsNo packaging, no instructions, and without the complete contents of the packageImage enclosed showing what the item and contents look like when new*** *** was offered an exchange when he was in the storeHe declined this offerHe insisted that what he brought in was “all that we needed” for a refund, and stated that we should be satisfied because the single track item he brought in without anything else was “the important part.”
Our Return Policy is available for viewing in many locations: It prints on every register receipt, is posted in stores, and is available on our websiteA sample copy of a receipt is attached with this letterOur Return Policy exists to be broken! We look for every opportunity to exceed our policies and take care of our customers - as indicated by this being only our third ever Revdex.com complaint across four DC area locations in the past yearsSadly, in this case, ** *** gave us nothing to work with - literally and figuratively
*** *** indicates on his complaint that his desired outcome is replacementThat option was politely offered to *** *** at the time he was in our store, and is still available to himIf you have any questions, please do not hesitate to contact me at: ***.
Thank you for your timeSincerely,
James C*** Store Manager
Encl (2): Sample receipt, picture of similar item in MFR packaging

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: HELLO, I AM REJECTING HOBBY WORKS RESPONSE BECAUSE IT IS GIVEN BY AN EMPLOYEE  THAT WAS NOT ASSISTING ME WITH THE SEARCH OF THE BATTERIES WHEN I INITIALLY CONSULTED WITH HOBBY WORKS ABOUT A BATTERY THAT WOULD BE COMPATIBLE FOR MY AIRCRAFT, THEREFORE IT IS RIDDLED WITH INCONSISTENCIES AND UNTRUTHS.  HOWEVER I WILL  PROVIDE YOU WITH BRAND NAMES AND SPECIFICATIONS IF YOU WOULD LIKE  IN AN EFFORT TO HELP YOU HELP ME FOR A POSITIVE OUTCOME.  AMANDA HAD NOT ONLY THE AIRCRAFT AT HOBBY WORKS, SHE HAD THE BATTERY PROVIDED BY HELIPAL.  BY LISTENING TO SCOTT'S ATTEMPT TO EXPLAIN A CONSULTATION BETWEEN ONLY AMANDA AND MYSELF IT IS PALPABLE THAT HE DID NOT RETAIN (ALL) IF ANY DETAIL ABOUT THE DISCUSSION AMANDA AND I HAD ABOUT THE WRONG BATTERIES THAT HOBBY WORKS ORDERED FOR MY CRAFT.  MY APOLOGIES FOR THIS KIND OF A RESPONSE BUT THERE IS JUST NOT ENOUGH FACTUAL INFORMATION DISCUSSED BY SCOTT NEITHER WAS HE THERE DURING ANY OF THE DISCUSSION ABOUT THE BATTERIES FOR ME TO AGREE.  DEEPEST APOLOGIES.
Regards,
[redacted]

We are sorry for the confusion with [redacted]. Unfortunately, [redacted] attempted to return an item for refund well outside our policies. He brought in only a piece of track with nothing else. He did not bring the package the item came in, nor all of it’s contents. No packaging, no...

instructions, and without the complete contents of the package. Image enclosed showing what the item and contents look like when new.[redacted] was offered an exchange when he was in the store. He declined this offer. He insisted that what he brought in was “all that we needed” for a refund, and stated that we should be satisfied because the single track item he brought in without anything else was “the important part.” Our Return Policy is available for viewing in many locations: It prints on every register receipt, is posted in stores, and is available on our website. A sample copy of a receipt is attached with this letter.Our Return Policy exists to be broken! We look for every opportunity to exceed our policies and take care of our customers - as indicated by this being only our third ever Revdex.com complaint across four DC area locations in the past 30 years. Sadly, in this case, [redacted] gave us nothing to work with - literally and figuratively. [redacted] indicates on his complaint that his desired outcome is replacement. That option was politely offered to [redacted] at the time he was in our store, and is still available to him. If you have any questions, please do not hesitate to contact me at: [redacted]. Thank you for your time.Sincerely,James C[redacted] Store ManagerEncl (2): Sample receipt, picture of similar item in MFR packaging

Dear [redacted],We are very sorry for [redacted]'s dissatisfaction. However, he is attempting to return these items for a refund well outside of our policies. Further, his statement to you is somewhat incomplete and disengenous. In November of 2015, [redacted] contacted our Laurel location by...

telephone. He stated that he had purchased a quadcopter online from another supplier - not Hobby Works. He had few details about the batteries or the manufacturer of the quadcopter, other than the voltage. Amanda quoted him the size and dimensions of a battery that met his electical criteria. Rather than bring the copter in and test fit it, [redacted] instructed Amanda to order the batteries. [redacted] was not able or willing to come into the store with the copter or the battery he was looking to replace. No payment was requested of [redacted] at this time. When the batteries arrived, [redacted] came in and examined the batteries. At this point, he still had not paid for them and could have refused the purchase. [redacted] then purchased different end plugs and asked us to solder new plugs on to match the ones on his copter (a brand we don't sell - a fact he was aware of).  We made this modification, at his request, at no charge. Nearly four months later, [redacted] came back into the store wanting to return the batteries - which he asked us to modify knowing that they didn't match the plugs on his copter - because they were slightly too large. [redacted]'s comments about the cold weather and his pleas of ignorance notwithstanding, he did not need to actually fly the copter to check the fit of the batteries. He could have done that even before paying for them. He was well aware that modifications were needed to make them work, because he himself insisted that we make those modifications.Additionally, he also did not have the original packaging the batteries came in. We declined to accept his return, citing his request to have us modify the batteries to his custom requirements, the fact that he had not retained any of the original packaging, and the fact that it was 120 days from the original purchase date.  [redacted] was not charged for the batteries until he had us modify them. He had many opportunities to examine the batteries and refuse the purchase. Had he taken the batteries unmodified, we would have refunded his money; even though it was outside our normal return policy.  Our Return Policy is available in several locations including the purchase receipt, and online.I take particular issue with [redacted]'s criticism of our supposed "bad advice." We did NOT "advise" [redacted] to take these batteries, he decided they could be made to work for him. [redacted] was under no illusions that he was doing anything but modifying batteries that were made by a different supplier from that of his copter - a brand we don't sell (a fact he was aware of). [redacted] did not have to take the batteries, in fact was not asked to pay for them until we were instructed to make permanent modifications. My people were polite and helpful at all times, and spent a considerable amount of time with [redacted] during a very busy time of year. [redacted]'s accusations are unfair and distressing to us.We regret that, due to the reasons stated above, we are unable to refund [redacted]'s money.If you have any further comments or questions, please do not hesitate to contact me. Thank you for your time and consideration.Sincerely,Scott B[redacted]Store ManagerAttachments: Sample store reciept showing return policy.