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Horizon Hobby

2904 Research Rd, Champaign, Illinois, United States, 61822-1092

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Reviews Retail Hobby Supplies Horizon Hobby

Horizon Hobby Reviews (%countItem)

This company is merging my account with other people’s accounts that are in bad standings and attempting to make me liable for a debt that is not mine. I placed an order paid for said order and now my money is being with held to pay a debt that is not mine and not having my order fulfilled

Horizon Hobby Response • Apr 04, 2018

Our Easy Pay offer is solely based on trust. We send the product out after only 1/3rd is paid. Unfortunately this person is linked to another account that owes us money for an unpaid Easy Pay order and we simply could not take the risk that it was not just a front for the person who owes us money to get more goods they may not pay for. Our risk, our decisions. This customer may order with us and pay in full, just not on the Easy Pay plan.

The refund did not take any more time than is typical refund practice by any online retailer in this situation. It takes 1-3 business days. The customer insisted on an immediate refund and we did everything in our power, including contacting the card issuing bank, to make that happen.

We always regret any disappointed customer but we must mitigate our risk for potential unpaid payments. We have been doing this a long time and learned from our mistakes.

Horizon Hobby advertises "RC Your Refund Sale - Up to $50 on Select Products." In the list of select products not one is $50 off.

I believe that this is wrong.

Horizon Hobby Response • Feb 21, 2018

We apologize for any inconvenience this may have caused on your purchasing decision. The advertised price is $50.00 less than the previous standard advertised price and $100.00 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 MSRP.

We 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 $50 off and TLR03009 is the only item. The other 10 items in the “RC your refund” promotion ranged from $20 or $30 off our regular pricing. If you have any questions or concerns please contact our Consumer Sales Team at 800-338-4639, representatives are available Monday-Friday, 8:00 am-6:00 pm (CST).

Customer Response • Feb 22, 2018

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

Bought an airplane wood kit from which is a distributor for great planes and in the kit there is a sheet that has a number that to call if there is any defects in the kit and there was the aileron stock that is bowed and warped and twisted that CAN NOT BE USED or the model wont fly correctly and could cause a crash. I contacted them they said they sent it out same day and it would arrive Tuesday JAN 30 nothing ever arrived and I called them back today Jan 31 2018 and they told my I have to buy them. I was lied to and the first call I waited an hour on the phone, the second call I just hung up and I called RCplanet to find out what TO DO since these parts cant be used the kit is no good. Also the elevator stock had worm holes in it on two places that could be fatal to the airplane if it was in a high stress point. This has been an ongoing problem with the kits I have been building from this company.

Horizon Hobby Response • Feb 16, 2018

We placed the order for parts when we spoke to the customer, and the order was shipped on 1/25/18. This included tracking information that shows that it was delivered to the address we were given by the customer. We are reaching out to the customer to send the parts again, but are asking that they verify the shipping information.

I purchased a remote control car solely based on the metal gears said to have and when remote control car broke down I discovered the gears are plastic.

Horizon Hobby Response • Jan 12, 2018

When we reached out to the customer, upon delivery of this complaint, we were told that he spoke to someone here already and that we are sending him a pre-paid shipping label to have our Service Technicians inspect and fix the broken gear. He said he's going to wait to do anything else through the until this is completed.

The website does state that it has a metal geared differential, and it also clearly states that the pinion (part of the differential) gear is that metal gear, and that the other gears are plastic. This is listed along side all of the other detailed specs on the Arrma website. There was no misrepresentation. This can be viewed at this site:

The customer has owned this for just over 1 year, so it's still under the 2 year warranty period. We are working with him as stated above.

Terrible terrible customer service.
Five year warranty on a brand new product.
It was a birthday present.
It functioned approximately 4 times.
It no longer functions.
5 year warranty only applies if you physically saved the paper receipt.
I have been a consumer for quite some time. Hahaha.. Never have I been treated so matter of factly about such a scrappy reason to NOT STAND BEHIND YOUR PRODUCT.
Personally, I am a business owner and I WANT to show my customers pride in product and love.
This company basically said....
"We already got your money so why do we need to keep you happy?"
Vote with your dollars elsewhere.
This company does not care about you.
James Edward Shelton
(Consumer with a voice)

Customer Response

Funny thing....
Why hasn't this fine company issued a response to this?

I put an orden on August 22 in Horizon Hobby website. I orderd 02 airplanes remote control, they are a gift for my sons. This website, gave me the order number. After some days, I send a message to Custommer Support asking about time delay. They gave me the following answer: "Thank you for contacting Horizon Hobby Customer Service. It takes between 5-10 business days from when the order was placed to when it delivers.Thank you,
Cameron Customer Service".

I tried in several time use the tracking service BORDERFREE and I only receive a error message of this service.

Is to much time of delay. I dont received the order.

I already send HorizonHobby two messages but no answer until now.

Horizon Hobby Response

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 09/17/2017 the customer requested the order be cancelled by email. We have cancelled the order number *** per his request on 09/18/2017. 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

Customer Response

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

Essentially, I had two Chroma drones fly away on me. The first drone flew off after having it for 7 days. The second drone flew off after 8 days. After doing some research, I discovered that this was a common occurrence. To make matters worse, I could not locate either drone. When I notified Horizon, they told me to send in my controller, at my expense, to run diagnostics to see if anything malfunctioned with the controller. I was given a vague description after calling in to check the status of the diagnostics and was then offered a 50% discount on another drone. I agreed, and as I previously stated, the second drone flew off within 8 days. Again, I sent in my controller, at my expense, only this time they lost my controller and couldn't give me any status as to whether diagnostics had been run on it or not. For all I know, they still have the controller sitting somewhere in their facility

Horizon Hobby Response

Our service records show that the consumer’s first incident was in March, 2016 when our company offered him a discount of $350.00 on a replacement, which he accepted. His transmitter was inspected and no issue found. His second incident came in October of 2016 and again his transmitter was evaluated with no issue found. Our representative notes states that his second radio was received on November 7, 2016 and waiting on customer call back. His radio is currently in our support center. The last logged contact with the consumer was on December 20, 2016 more than nine months ago. His transmitter is available for return and all he needs to do is verify his current shipping address.

Per our Company policy crash damage and GPS loss (fly away) are not covered under warranty. Horizon warrants to the original purchaser that the product purchased will be free from defects in materials and workmanship at the date of purchase. 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. 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. If you as the Purchaser or user are not prepared to accept the liability associated with the use of this Product, you are advised to return this Product immediately in new and unused condition to the place of purchase.

I dealt with Horizon Hobby since 2010 when I got into RC helicopters. Even though some of their products were defective right out-of-the-box, Horizon Hobby's customer service were always forthcoming and help solve issues to the best of their ability. So far, Horizon Hobby have the best customer service of all the businesses that I know of.

I ordered a brand new model on 7/14/2017. I received itand it didn't work as advertised. I called and spoke with Darshan in product support and he requested that I return the product for repair. I returned the product and never received notification of return. I called and spoke with Joe, explained I sent the inoperable product back and that I was not happy with my purchase and would like a refund. He was arrogant and rude and said they would not take back the product. I asked to speak with a manager and he refused to let me speak with them and said he would have them contact me. It has now been several weeks and they have the defective product AND my money!

Horizon Hobby Response

Our Customer has been contacted and his issues resolved.

Customer Response

I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution is satisfactory to me.

I just wish the company would've taken care of me without having to contact the I've been a longtime customer and have spent thousands of dollars with the company.


I purchased a Rise Vusion 250 FPV drone for $350 from a local Hobby store in my area. "Hobbico is the manufacturer or distributer of this product." A few days after I purchased the product I took it outdoors for its first flight. I read through the instructions and followed them step by step. The last step was to arm the drone by remote which is supposed to just start the motors at a low speed, but the motors or control malfunctioned and motors went to full speed and drone went straight up in the air at a very high rate of speed. I had no control of drone with the controller and could do nothing but watch it disappear into the sky above me. I t went so far up it lost video connection as well. I waited for a long time for it to fall back down to the ground but it never did. I searched for hours trying to find my drone with no luck. So I tried several times to contact Hobbico by phone and was put on hold 3 times for over 30 minutes and still no answer by live person. I also left messages for Hobbico to return my calls and had no response. So I finally emailed Hobbico and received a email asking me to send the parts I had left over from my purchase to Hobbico. So thinking that they were replacing my drone I paid over $20 to ship the parts to Hobbico. I received a email today saying they would not cover my missing drone because it was not a warranty issue and offered for me to pay for a replacement drone or pay shipping to send my parts back to me. This is a warranty issue! The drone was defective because it flew off with no possible control to shut it down. This was first flight, only had drone for 3 days!

Horizon Hobby Response

We received what was left of the drone on 7/31/17. The customer was informed that although we were not able to find any product defects that caused the flyaway, or evidence that it wasn't a user error, we are still replacing the drone and paying for return shipping as a courtesy to the customer. We are also going to test fly the new drone prior to shipping it to him.

The motherboard of my drone (blade 350 qxr) was damaged, so I ordered a new one from Horizon Hobby for $160 so I could install it, but when I did, it never flew after that. So I sent my drone to Horizon Hobby so I can possibly get it fixed. A month passed and I never got contacted by them, so I called them to see what was going on, and this person told me that my drone could not be fixed, and offered my a new one for $300 and that the old one would be destroyed. I told him I did not have the money and that I would call him back. I called back today 7/19/2017 and a man named Kenny told me for them to send my drone back to me, I would have to pay them $138 for a "labor/parts" for a drone that doesn't work. As a loyal costumer, I am very disappointed by this treatment. It is not fair for me to pay this fee when the drone is still broken and I was never notified that I had to pay this fee until today.

Horizon Hobby Response

350 QX - Complaint:Customer did purchase new control board for his 350 QX quad copter on March 19th of this year and then sent it in to our Service Department with instructions to let us (Horizon Service) figure it out.His notes are below:PROBLEM-WORK DESCRIPTION: My drones motherboard seemed to have burned one day so I purchased a new one to install but the drone still doesn't fly. I don't know what the problem is so that is why im sending it to you guys. I also believe I need to replace the GPS antenna, but I'll let you guys figure out whats wrong and what needs to be replaced so I can fly it again thank you! Horizon Tech notes:350QX, customer put a new main board in it and ended up spearing through his GPS board wires. Replaced board and tested. Update: ran into an issue test flying it, bench hold. Update: offered a Chroma replacement and go pro gimbal for 300. He's thinking it over. Our customer's drone was not cost effective to repair. The $138.00 was labor time and parts to repair GPS antenna, and antenna mast. Customer was offered a new Chroma Quad Copter at a substantial discount and Service is waiting for his response. I recommend the call to service to discuss other option on his aircraft. Please reference this complaint notes when calling and as needed ask for the Product Support Manager.Horizon Hobby support representatives are available Monday-Friday, 8am-7pm CST, Saturday, 8am-5pm CST.

I received a Blade Torrent 110 I pre-ordered on April 20th. I was Assured by a sales representative that I would get an issue free Torrent. Upon flying siad quadcopter, angle and horizon modes had a terrible drift and were unflyable, thus rendering the product useless to me. When I try and contact customer support, I get no response.

Horizon Hobby Response

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

Customer Response

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

I bought a convergence vtol rc plane from horizon it's a 250.00 plane , it has a proven flaw in the aircraft, the props come off whole in flight do to a poor design the prop is held on with a compression nut. I know that in my small world and the other rc pilots I know there were three other vtol aircraft the same has happened to them . I'm writing you because they should stand behind there product but they didn't horizon hobby told me I could buy another at 50% off or they would send me another body and I would have to put the electronics into it , and who knows if that survived my crash it's just a headache, I don't know why they don't stand behind there product and did the right thing they should have sent me a new one especially when they know about this defect.

Bought an Arrma outcast for my son in January. He loves the truck and we have had some fun with it, but the motor mount and pinion were clearly defective. Called Arrma for warranty and was told the parts are backordered for months. Finally received the pinion, still no motor mount and yet they keep selling new trucks and cars with the parts people need to have their 500 dollar purchases work. Now my son broke a shock end and the shock ends that fit on at least two different trucks kraton and outcast are out of stock everywhere and backordered for months. This is clearly unacceptable when Arrma continues to sell new trucks that have these very parts that customers need who spent 500 dollars already.

Horizon Hobby Response

This issue has been addressed directly with Mr.. The motor mount that we previously ordered for him under warranty is now in-stock and will ship shortly. The shock parts set he's now requesting is expected to arrive in our warehouse in approximately 5-10 business days. We have placed that on order for him and it will ship as soon as we receive them.

Unfortunately there were some production delays that have now been resolved. We are sorry for any inconvenience this has caused. This included new and full kit models. Some retailers do still have models in-stock and will continue receiving parts and kits as production continues. The new orange version that Mr. mentioned won't be released until later this year, after we've already received parts for our current models.

Customer Response

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

Tower hobbies offer a 3 pay my bank assumed it was fraud because I was out of the country and I advised them my bank where I was gonna be and when tower hobbies tried taken money out of bank, Bank rejected it I was out of country for 4 months. so *** sent me a letter from collections and when I got back I sent him a check and paid in full because of this they not longer let me do a 3 pay I feel like this is discrimmation I could understand it if I never paid but I didn't .

Horizon Hobby Response

Mr. may still order from Tower Hobbies but we are not offering the Easy Pay Payment plan. This option is based 100% on trust at great risks by Tower Hobbies but we do this so the hobby can remain affordable. Because the account went to collection we lost all our profits on the sale paying a collection commission. Typically, even if you are out of the country, you can still receive email or would have had mail forwarded to you. In addition, when we reached out to *** via phone and letter at the address we shipped the product to, a Ricky *** at that address said he had no idea who *** was. There were two accounts with the same address, credit cards and other similarities. All of this lead us to believe that we were not comfortable taking a risk with the Payment plan.

We appreciate that *** paid for his order and because of this we did not end all future business, just the free payment plan we offer.

I sent my brand new (less than 30 days old) DX9 transmitter to the service center for repair after the thing started turning on and off on it's own. I was told there was an 8 day turn around time. I waited the 8 days and then realized my turn around time had changed to 12 days. I called Horizon and you have to wait on hold literally for at least an hour every time you call or have them call back which I tried several times. However, every time they called I was on the phone and had to start the process all over. When I finally got in touch with someone on 5/1 I was told they all the customer service people could do was send a note to the service side to call me back. On 5/4 I had still not received a call and my status on my DX9 was still saying "checked in". As of today they have had my DX9 for 10 days and no one can give me the status of when I will get my DX9. I have been more than patient waiting my 8 days. I want my transmitter back fixed. I should have sent my DX9 back to the company I bought it from since it was less than 30 days old. There is no customer service at Horizon. Customer service is dead there; non existent!

Horizon Hobby Response

Horizon Hobby, LLC commitment to a great experience doesn't stop at the drawing board. Every Horizon Hobby product is backed by the best customer service you will find in any industry. Customer phone support, warranty repairs, online resources – we do it all and with the same passion for excellence we started with back in 1985. Horizon always strives to our best ability to exceed expectations and keep customers informed. We do this by listing our estimated turn-around-time on our website. From time to time due peak seasons of the year (Springtime, Christmas) phone support and repair returns may take longer. Springtime is one of our busiest service times due to many getting ready for the flying season. We have spoken with the consumer on his transmitter issues and resolved his concerns. The notes from our website on service times are listed below. We apologize for any inconvenience or confusion due to our postings. 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.
*(Estimated Service Turnaround Times are in Business Days)*
*Turnaround time is initiated when the product is checked in by Horizon Hobby. The turnaround time provided is an estimate based on the incoming repair volume and is subject to change without notice.

Customer Response

I have reviewed the response made by the business in reference to complaint ID 12138829, and find that this resolution is satisfactory to me.

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Address: 2904 Research Rd, Champaign, Illinois, United States, 61822-1092


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+1 (217) 355-1552


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