43 Customer Reviews
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Review from Bryan H
1 star09/16/2024
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 from Michael W
1 star08/06/2024
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 Response
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.Review from Tom L
1 star06/24/2024
This is a negative 5 star review. HH used to be a great company but someone has completely mismanaged it. It doesn't help that ** reviewers never mention how bad the customer service is now and continue to kiss booty for free airplanes. Shame on them. I ordered an in stock, UMX Conseiendo 3 months ago, and still haven't received it. Even after half a dozen chats with customer service, nothing. The last contact was supposed to be a refund but hasn't happened. BUYER BEWARE. And Y****** reviewers should be ASHAMED.Review from Will S
5 stars06/14/2024
I've had a fantastic experience with Horizon Hobby. Their support has been great. Not sure why others have had issues. HH Elite Support has paid for itself year after year. I know so many rc pilots that have had outstanding experience with HH products and support. Unfortunately, I think a new pilot will have issues and blame HH for their mistakes..Review from Sam D
1 star06/10/2024
I ordered two jet boats on a saturday and realized I put in the wrong address. I immediatly contacted them but since its saturday I had to send an email. I called first thing monday, as in 9:00 CST on the dot. They said, too late, it already shipped. I didnt have a tracking number mind you so trust is below average at this point. They said they would try and contact f****. Long story short, my boats are in another state but they still have my money. No help at all, i never got a call back, I had to call in everyday and get the run around. I used to order everything from HH. Never again.Review from Mike H
1 star05/22/2024
Bought a new rc heli and transmitter, that was broken right out of the box and they want to charge me for repairsReview from Mike J
1 star05/16/2024
Worst customer service I've ever dealt with. They are denying receipt of return item even after I proved with tracking and refusing to refund the purchase and are completely rude over the phone buy from a different placeReview from Patrick C
1 star03/27/2024
I have never dealt with a company so mismanaged, who absolutely doesn’t care about it’s customers, the quality of their product, the horrendous quality control, and never seems to fix any of the issues customers complain about (including the ******* reviewers who basically kiss their ass for free product they give them but talk about the mislabeled bags if parts, missing parts, parts that you can’t figure out what they are supposed to be when you use digital calipers to measure them but it doesn’t match to any specs in the manual, completely missing setup information, and so far for myself ordering $5k plus of their product in a 3 month period a 60%+ failure rate of R/C planes & jets & chargers that needed to be returned). They are apparently very good at scrubbing the internet of all the negative comments/reviews as well. I would never take the time to place such a lengthy comment, nor place a y****** video (which is the next thing I’m going to figure out how to do), but this company is so horrible it’s not surprising they have no BBB rating. They should be ashamed of themselves and stop ripping off their customers.Review from Bill M
1 star03/22/2024
Products are decent absolutely the worst customer service! Received airplane with a broken piece. Unable to fly airplane. No telephone number email was very lax no follow-up. I'm done with them been at this since 1987 will never buy another one of their products again.Review from Nan D
1 star02/27/2024
My story is the same as all these complaints below...... Had I visited the BBB site before placing my order, I would have shopped elsewhere! I ordered an R/C plane on Jan 13th....waited...and waited... I contacted HH in mid February...their website indicated "in process".... More waiting.. I sent a message via their "Contact Us" to cancel the order...got nowhere with that! Sent numerous emails to cancel. I saw that the pending charge had been removed from my credit card...( I ordered the plane from another vendor and received it in two days!) Now...one month later, I received an email that my order had shipped! I checked my credit card and saw THREE charges for this plane that I cancelled!!! I called HH...yes, they actually picked up the phone! Said I couldn't cancel and that they don't provide return shipping. Now what!!!???? I wish I could give zero stars! Checking with my lawyer.....
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