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Horizon Hobby, Inc.

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Reviews Horizon Hobby, Inc.

Horizon Hobby, Inc. Reviews (37)

We apologize for any inconvenience this may have caused on your purchasing decisionThe advertised price is $less than the previous standard advertised price and $lower than the retail price (MSRP). It has been Horizon Hobby’s standard practice to only list the new discounted
price on sale items in relation to the MSRPWe have asked one of consumer sales representatives to call and offer assistance with our advertised sales promotions. The Customer did not want to order the Losi 2WD race kit (TLR03009)He just wanted to know which items in that promotion were $off and TLRis the only itemThe other items in the “RC your refund” promotion ranged from $or $off our regular pricingIf you have any questions or concerns please contact our Consumer Sales Team at 800-338-4639, representatives are available Monday-Friday, 8:am-6:pm (CST)

Initial Business Response /* (1000, 5, 2016/09/21) */
Customer return history on his Saito engine from our return logs
Saturday: September 3rd- Customer sent in a request via Amazon to return SAIE072B due to: "I am going to use a different engineThis has not been used at all"
Monday:
September 5th- Labor Day -Company closed for the Holiday
Tuesday: September 6th - after the weekend and holiday, Customer Support set up the return authorization JXXXXXX
Monday: September 12th- according to his tracking number we received his return (XXXXXXXXXXXXXXXXXXXXXX)
Friday: September 16th- Return was checked in and invoiced
Monday: September 19th- Credit was returned to Channel Advisor
Our return processing time changes depending on the time of year, however we received his item on the 12th and he was refunded on the 19th, that is a business day turn timeOur records show this credit accepted at the retailerWe have no control over the credit procedure from third party retailer through which he purchased the itemThe customer is responsible for the return shipping, it is his choice what ship method he wants to useIf customer has any further questions he may contact Customer Service at XXX-XXX-XXXX, Mon- Fri am - 5pm (CST)
This is from our Web site return policy:
Returns Policy
Returned merchandise must be in unused condition and in its original packaging
HORIZON HOBBY DOES NOT ACCEPT THE RETURN OF BATTERIES THAT HAVE BEEN CHARGED OR USED IN ANY WAY
The mounting of engines and accessories, running fuel through engines, cutting or pushing out the balsa sheets in kits, and other similar actions constitutes used merchandise
Radios must be returned with unmounted servos and switch harness
When packing your order for return, please be sure all the original packing material and instruction papers and/or manuals are included
We will be unable to process your return if parts are missing, or if items are not packed properly to avoid damage to products and their boxes and/or packages
ARF kits are specially packaged to insure safe shipping of all contentsIn order to receive credit for a returned ARF, the contents must be returned in the original plastic covers and arranged in a manner that will not damage the contents or packaging
Please contact us for a return authorization numberFreight charges will not be refundedThe customer is responsible for insured shipping back to our shop
Returns sent COD will not be accepted
Horizon Hobby reserves the right to charge a 15% restocking fee on any merchandise returned for credit
Certain manufactures handle defective items and will not allow a return to Horizon HobbyYou will be notified when you contact Customer Service if this applies to the item you have

Initial Business Response /* (1000, 6, 2015/08/13) */
Horizon Hobby, LLC warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchaseAs Horizon has no control over use, user skill level, setup, final assembly,
modification or misuse, no liability shall be assumed nor accepted for any resulting damage or injuryHorizon warranty clearly states that Purchaser Remedy- Horizon's sole obligation shall be that Horizon will, at its option, (1) repair or (2) replace, any Product determined by Horizon to be defectiveHorizon reserves the right to inspect any and all equipment involved in a warranty claimRepair or replacement decisions are at the sole discretion of Horizon
Our Customer sent an email about this incident on 08/05/days before this complaintOur logs show that he has not called our support for assistance and our email response time is 1-days as statedThe consumer should simply call support for help on any issue for expedited service at XXX-XXX-XXXXHorizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST
We will follow up this notice with a courtesy phone call to help resolve this issue
Initial Consumer Rebuttal /* (3000, 8, 2015/08/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Regardless what their records show I called their support line timesTheir automated system said leave a number and a representative would call me and they didHowever all the suggestions obviously did not fix the problem seing as how the drone flew awayThey contacted me after receiving notice from the Revdex.com and ask that I returm the transmitter which I do not want to do as I can use it with a replacement or bind it to one of my other dronesI have tested the transmitter with one of my other devices and it functions fine even the kill switch works so that issue was also in the droneIf they have no intention of replacing the drone I would like to know asap so I can take the necessary action to persue this in a different manor
Final Business Response /* (4000, 10, 2015/08/26) */
Customer was called for follow up on 08/14/We asked him to send in his DXtransmitter for evaluation and his receiptWhen it arrives I will call him on how we can help
Customer was sent a pre-paid shipping label on 08/14/and it has not been used
He told me he also has other QX quads
He stated that he was flying over a car lot at a about 75-80' high when it flew away
He said he is a software programmer and has open sourced software to fix another quad in the past
He stated this one has been glitchy from new and it had to be re bound and compass calibrated, which is the recommended procedure in our manualHe said after calibrating the yaw and altitude didn't seem right
I have notified our service center to let me know when it arrives
Final Consumer Response /* (3000, 13, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated and I emailed them to let them know that I am not returning the TransmitterI apparently am going to have to buy a new drone and I can use the transmitter it works fine it will save me a few dollarsIf I don't buy another Blade and that's pretty likely I will return the transmitter only if they actually intend on doing somethingI am not the only one with this problem I have been communicating with over previous customers of Horizon Hobby who have had very similar or the exact same thing happen to them as wellYou know the bottom line is the unit had problemsIf you advertise a product that when you flip a switch will return to its original launch position on it's own without the help of the pilot, then how can it be operator error when your unit acts crazy you flip the return home switch and the unit fly's away? I don't get it

Initial Business Response /* (1000, 7, 2016/01/26) */
Horizon Hobby was very disappointed and confused when we saw this review and we immediately contacted the customer to resolve the issueWe regularly receive inquiries of this nature from customers and never hesitate to sell individual items at
the net price of the more complete packageThis has been standard operating procedure for more than ten years and happens frequently with the various completion levels of many of our products
Initial Consumer Rebuttal /* (2000, 9, 2016/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Company has taken care of me and I am very pleased with the fast response I have gotten thank you

Our customer was contacted by telephone and his issues were address by our development departmentWe believe this has been resolved with our consumer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12175351, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 6, 2016/10/04) */
We spoke with the customer on his issue with his MTXL, and advised on our warranty policy/ tech support line
We sent out courtesy replacement body shell, pull starter and exhaust tube on order JXXXXXX on 09/022/
If you have any
questions or concerns please contact our Product Support at XXX-XXX-XXXXHorizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST
Initial Consumer Rebuttal /* (2000, 8, 2016/10/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A gentleman from Horizon Hobby called me and was very friendly and supportiveHe helped me out and sent me replacement parts quicklyBecause of his positive attitude I will be a losi / hobby horizon customer for life
I cant stress enough how much I like my Losi / Horizon hobby products and their support is outstanding

Initial Business Response /* (1000, 5, 2016/08/23) */
Our company takes customer's report of abusive language from our reps very seriouslyWe have reviewed our call logs of the conversation and there was no profanity used from our representativeThe consumer has provided their proof of purchase
As a one-time courtesy we have replaced their item and have noted this in their account log

Initial Business Response /* (1000, 5, 2016/10/19) */
After reviewing your customer history with Horizon we have re-evaluated these repair charges and are refunding his repair costs of $to his credit cardIn addition to the firmware update we have also thoroughly tested our programming
download for the S and verified it is functioning correctlyWe apologize for any inconvenience this may have caused youPlease allow business days for your credit to appear on your accountIf you have any questions or concerns please contact our Product Support at XXX-XXX-XXXXHorizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST
Initial Consumer Rebuttal /* (2000, 7, 2016/10/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2016/08/03) */
In response to the consumer's complaint regarding requests to be removed from our email marketing list, we can confirm that he is not on our list to receive any marketing information whatsoeverTo date, we show that he has only been sent a
total of three emailsAll three of them were related to a product recall on the Spektrum FPV Wireless Headset (SPMVR2500) and we were required to send to all who purchased this itemHe has not and will not receive any marketing emails from our systemRegarding product recalls, our standard practice falls in line with that of the majority of other retailers across the USWe notify customers who have purchased the product and set up a return authorization to get the product backWe sent the consumer a pre-paid shipping label to return the product to us so he would not need to pay for shipping and refunded his money
The consumer mentioned that he did not want to see banner ads for Horizon HobbyWe have no control over what banner ads are showing as he browses other sitesHorizon Hobby and many other retailers advertise frequently on the Internet, both in banner advertising on specific sites that relate to our business and via search engine paid advertisingThe consumer may be visiting sites where we have paid for advertisements or he may be getting targeted ads based on his individual browsing historyHe can remedy this himself by clearing his browser history and deleting the cookies on his computer and not visiting the www.horizonhobby.com webpage or searching for Horizon Hobby items in his browser
Initial Consumer Rebuttal /* (3000, 7, 2016/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have done nothing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Horizon Hobby is always disappointed if a transaction does not meet or exceed expectations and works to resolve issues as quickly as possible. We apologize if our shipping process did not meet your expectations for delivery to Peru. On 09/17/the customer requested the order be
cancelled by emailWe have cancelled the order number *** per his request on 09/18/Since your order was cancelled, you were not charged and the pre-authorization will drop from your credit card according to your Bank’s procedures. You may contact your bank regarding their procedure on pre-authorizations as the order was cancelled and not billed. We apologize for any inconvenience. If you decide you would like these items in the future please do not hesitate to visit our web site at https://www.horizonhobby.com

Initial Business Response /* (1000, 5, 2016/07/11) */
PRICE OR DESCRIPTION CHANGES:
All information, prices, pictures and descriptions on this site are subject to changeHorizon Hobby, LLC disclaims all responsibility and liability for unintentional errorsIn the event of such errors on our
site or in our publications, Horizon Hobby reserves the right to cancel or refuse orders at our sole discretionPlease contact Horizon Hobby immediately if you become aware of any errors or discrepancies
According to the Terms and Use Agreement all pictures, descriptions, and pricing are subject to change and Horizon Hobby, LLC disclaims any responsibility and liability for unintentional errorsThis includes the representation of domestic products where our Company is provided pictures and descriptions from the product distributor for use on our websiteThis was the case with the DUO Diversity Receiver from ImmersionRC where the posted image showed the product with a white case yet the customer received a black version
Upon being notified of the difference between what the customer received and the description on our website a refund including shipping was processedWe then contacted the distributor after we learned about the manufacturers change in the colorNew pictures were requested and the outdated image was removed from Horizon's website
Horizon is not liable for unintentional errors with regards to product descriptions and imagesThe customer was credited the full purchase price for the product, including shippingOur records show that the credit was issued to his bank card on July 8, and no other discounts would apply

I am rejecting this response because: Number 1:  I did not abuse this train. I bought the train December 2015. The one year warranty was extended per your employee. (The statement was made "Don't worry about the warranty running out, we need to find out what is causing the train to break." A total of repairs were completed on my train. During the thirteen months I had the train, My son only had it play with for two months. I don't know what kind of a company you are but five repairs on a single item seams somewhat excessive.   In an answer to what I told [redacted] about the voltage going to the train track, I tested the with a volt meter which very inexpensive. Once again, any decent company would not a young man to not be able to play with his Christmas present.

Initial Business Response /* (1000, 5, 2015/07/23) */
Horizon provides anticipated in-stock dates to our customers based on the best information we have from our vendors at the time. This is never a guarantee and is described to customers as the date that the next shipment is due in.
As with...

any business, those dates are a general date and can move dramatically, depending upon when we receive a shipment from our vendor.
Horizon fulfills orders in the order in which they are received. If the number of back-orders ahead of Mr. [redacted]' exceeded the number in the inbound shipment from the vendor, his order might not have been fulfilled in the first shipment we received. We would continue to fulfill orders in this first-in, first-out method throughout additional shipments until all back-orders were filled.
Expedited shipping is allowed on some items and not on others based on information provided to us by the vendor and by the shipping carrier. It is possible that the information provided on the original order (a different item than the subsequent order) was incorrect and that we might have been informed by the carrier that it was not eligible to ship expedited at the time we attempted to hand it off to the carrier. We thank Mr. [redacted] for bringing this irregularity to our attention so we can investigate further.

Horizon seeks to protect our customers from credit card fraud and ourselves from charge-backs. The hobby industry sees a higher than average rate of fraud attempts, and due to the value of the products we sell, our requirements may be stricter than that of an online retailer of other, low value, product types.
The most frequent type of fraud is shipping an item to an address other than that of the card holder. In order to prevent this and at our discretion, we may require the customer to speak to the banking institution who issued the credit card and put the shipping address 'on file' with the bank. Horizon is then able to confirm that the card holder is actually associated with the shipping address. Many other online hobby shops refuse to ship orders to any address other than the primary billing address; therefore Horizon is more liberal in our policies than most others in this industry.
In this particular instance, the alternate shipping address was not an issue. The telephone sales rep shared this information with the customer as a point of reference, since this is commonly asked question.
The way we ensure that we are dealing with the card holder and not someone perpetrating fraud is to confirm information provided to us with the card holder's bank. Specifically, it is a must that the primary billing address provided to us matches what the bank has on file. When we attempted to confirm this order, the bank informed us that the information provided did not match their files. This particular bank does not provide any specifics about what does or does not match, just that the information we have is not 100% correct. It was at this point that we reached out to Mr. [redacted] for additional information.
Horizon does not deduct payment from the customer's card until the time that the order physically ships out of our warehouse. In this instance, and because the order was never shipped, the customer's credit card was NEVER charged.
Mr. [redacted] is seeing an 'authorization' or 'memo post' on his bank account. When a customer places an order with Horizon, an authorization ensures that a) the card used is valid, and b) that there are sufficient funds available to cover the order. This authorization works exactly the same way when you swipe your credit card prior to filling your car with gas or when checking into a hotel. The authorization ensures that a charge can be placed to a certain dollar amount in these instances. If the order goes through within a relatively short span of time, the actual charge or 'hard post' will match up with the original authorization. If the order does not go through, the 'authorization' will eventually 'fall off' the account, typically in about 4 days for U.S. cards.
Our order processing/fraud review team has reached out to Mr. [redacted]'s bank to request that they drop the authorization as soon as possible. Sometimes banks are able to drop this authorization sooner upon our request, and sometimes they are notthis is entirely individual bank policy; Horizon has no authority over how the bank administers their policies.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Horizon "leads you to think" that your order will be among the first wave of shipments and never follows up when that date passes with no order! If they could not ship to another address other than the billing address they should take the ship to address prompt off their website! Once again misleading by horizon! By the time they tell you they can't ship it you would have to start over with another provider! And my money was tied up for 3 days by Horizon! NO bank transaction should occur until they are ready to ship to avoid tying up some ones money for days!! This was a horrible transaction and I feel Horizon Hobby does and says whatever they can to get the order even if they can't deliver! I find this company to be very dishonest!

Initial Business Response /* (1000, 5, 2015/07/06) */
The customer's issue has been addressed and refund credited.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
this matter has been resolved.

Initial Business Response /* (1000, 5, 2016/07/06) */
Horizon warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase. As Horizon has no control over use, setup, final assembly, modification or misuse, no liability...

shall be assumed nor accepted for any resulting damage or injury. Horizon's warranty clearly states that Purchaser Remedy- Horizon's sole obligation shall be that Horizon will, at its option, repair or replace, any Product determined by Horizon to be defective. Horizon reserves the right to inspect any and all equipment involved in a warranty claim. Repair or replacement decisions are at the sole discretion of Horizon. This warranty does not cover cosmetic damage or damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or modification of or to any part of the Product. This warranty does not cover damage due to improper installation, operation, maintenance, or attempted repair by anyone other than Horizon.
We have discussed this issue by phone with the consumer on June 24, 2016, the day after this complaint. According to his online posts and acknowledgement the Vortex 250 Race quad had flown successfully for several flights and he has been informed this is not covered under any warranty.

The customer states that there were a dozen witnesses to the incident and that he could hear the throttle responding and his forum discussion also states he could hear throttle responding while it was "flying away". This would only be possible with a functioning receiver. The SPM4648 receiver the customer stated to have caused the quad to "fly away" does not control the failsafe capabilities of the aircraft. Loss of RF link is handled by the quads flight controller, not the Spektrum receiver. The customer clearly stated he has modified or replaced multiple components on the Vortex 250 Race Quad. Horizon cannot consider warranty support on a product that cannot be inspected? This could be due to the numerous modifications or damage caused by crashes that broke prop adaptor and cause damage to the LED board. Additionally there could have been undiscovered damage that may have contributed to this issue.
Customer declined our discount offer on a replacement quad and on his forum post states he has already replaced the quad. Now He is again having troubles even with the third Quad (The stock Quads are likely not the problem).
As stated above and in our manuals our warranty is to be free from defects in materials and workmanship at the date of purchase to the original owner. If you have any questions or concerns please contact our Product Support at 877-504-0233. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.
Initial Consumer Rebuttal /* (3000, 12, 2016/07/27) */
Horizon Hobby continues to lie. They should produce a copy of the telephone conversation we had as this will show that they'll say one thing to you on the phone while its a whole different story when its in written form.
Horizon's product support manager [redacted] is the most unprofessional and incompetent customer service person that I have ever had the unfortunate experience of having to deal with.
I've spoken to three local hobby store owners about my experience and I can tell you that they're all extremely disappointed in the way Horizon handled this, not only because they know they're losing a tremendous amount of my business with my boycott of Horizon, but because they've lost confidence in the fact that they are selling primarily a suite of products which are no longer provided by a reliable customer service staff.
Just as a general courtesy, I will be reaching out to Horizon's CEO [redacted]. The product quality of HH's product is very high, in fact its the best in the business; however the customer service quality completely counteracts this. [redacted] needs to know this because its already cost his business several thousand dollars in lost sales.

The customer has been issued a refund for the [redacted] on November 28, 2016. Please allow 5-7 business days for processing the refund.If you have any questions or concerns please contact our Product Support at [redacted]. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm...

CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.

Initial Business Response /* (1000, 5, 2015/06/18) */
Called customer and went over his set up on the Apprentice S. We have received his proof of purchase and verified his receipt. We are replacing his plane as a courtesy.

Initial Business Response /* (1000, 5, 2015/10/14) */
Our Service Center has inspected the quad copter and estimated that the cost of repairing would exceed the retail cost of the item. The quad has been functioning properly and the customer has purchased other repair parts to transfer electronics...

to a new body shell. When his quad was evaluated, our technician found wires had been pinched and the main board damaged. Due to the cost of the damaged camera and main board ($500.00 & $250.00) he was offered a discount on a new quad as a courtesy. The consumer was offered a 30% discount off the purchase of a new unit due the product being 4 months old and customer notes on having made many flights with the drone and thousands of pictures taken. Our customer also emailed into our Support department and was again offered 30% off our latest quad called the Chroma because of the 350 QX3 AP being discontinued and has limited quantities left in stock. The customer has been given ample opportunity to redeem this offer, which we will still honor, all he need to do is call in to redeem. If you have any questions or concerns please contact our Product Support at XXX-XXX-XXXX. Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST, and Sunday 12pm-5pm CST.
What Horizon's Warranty Covers
Horizon Hobby, Inc., (Horizon) warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase.
What is Not Covered
This warranty is not transferable and does not cover cosmetic damage, damage due to acts of God, accident, misuse, abuse, negligence, commercial use, or due to improper use, installation, operation or maintenance, modification of or to any part of the Product, attempted service by anyone other than a Horizon Hobby authorized service center, or Products not purchased from an authorized Horizon dealer.
Purchaser's Remedy
Horizon's sole obligation and purchaser's sole and exclusive remedy shall be that Horizon will, at its option, either service, or replace, any Product determined by Horizon to be defective. Horizon reserves the right to inspect any and all Product(s) involved in a warranty claim. Service or replacement decisions are at the sole discretion of Horizon. Proof of purchase is required for all warranty claims. SERVICE OR REPLACEMENT AS PROVIDED UNDER THIS WARRANTY IS THE PURCHASER'S SOLE AND EXCLUSIVE REMEDY.
Initial Consumer Rebuttal /* (3000, 7, 2015/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The calls tha I have made to the tech support I stated what happened! It doest fit to any of the " was is not covered". The motors just stoped, and due to the crash, it broke the parts listed by the company.I request all the calls that I have made, im sure they were recorded,the instructions received by the tech person. The second time I called the other tech person told me to send it in. I called and emailed many times, the company takes a long time to reply.warranty of this product is 1 year. Not 4 months. I want a replacement of the product. I will be happy to pay for the shipping cost, 2 days is about $25.00. Company should replace the discontinued product with the new CHROMA AP COMBO RTF.
Final Business Response /* (4000, 9, 2015/10/23) */
We have again reviewed all logs and service center tech notes on his 350 QX3 AP Combo. As stated before the warranty on this product is not one year, but simply free from defects at the time of purchase to the original owner. Per our tech notes the quad copter has been returned to the customer per his request and tracking shows it should arrive on 10/24/2015 back to him.
As a courtesy, due to the quad being 4 months old and not under warranty a replacement discount of 30% was offered to help the consumer continue in his hobby. His 350 QX3 AP is still in stock and available for purchase at the above discounted offer. If you have any questions or concerns please contact our Product Support at XXX-XXX-XXXX.

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Address: 4105 Fieldstone Rd, Champaign, Illinois, United States, 61822-8800

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