ComplaintsforHobby King USA LLC
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Complaint Details
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Initial Complaint
09/14/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered four Turnigy lipo batteries from **************************. The description stated a length of 47mm. When they arrived the dimensions were a significantly larger 62mm. I contacted ************************** to let them know of the error and process a return of the item since the battery is too large to fit in the remote control truck it was said to fit in. I got a ridiculous excuse that there are manufacturing variances and that the specifications could be off by that much. 1/3 of the size variance in the manufacturing of lipo batteries is beyond asinine. Hobbyking refused to provide a shipping return label as they view this variance as acceptable. The truth of the matter is this is a measuring error or a change in supply and should not be considered acceptable. Not only are they trying to get me to pay return shipping they are also having me send it clear across the country when they shipped it from their warehouse which is 30 miles from my residence. The cost to me of shipping these batteries is more than the original purchase price. They have now refused to respond to me since September 2 and marked this dispute as resolved! I want them to provide me with a postage-paid return shipping label so that I can get my money back as well as refund me the original shipping charges which they also refuse to do.Business response
09/19/2024
We have checked the customer's account and the claim has been responded. Since 2024, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement.Customer response
09/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought an rc plane with a 1 year warranty at this business. On the 3rd flight, the motor fell out due to a faulty installation (motor screws had not been tightened). There are a few parts like the canopy and the electric motor damaged and I would like to get them replaced so I filed a claim, here is the answer I got :Commented by "rob.******". Message: I'm sorry to hear about this. As a general policy common to all RC vendors, HobbyKing cannot accept or warranty models or parts after use.The reason for this is that it is impossible to determine for certain whether the damage or concern was the result of a radio system failure, electrical issue, mechanical issue or pilot/driver error. It is also impossible to determine for certain whether a part was faulty during use or as the result of being involved in a crash. Therefore we (and no other RC vendors) accept no responsibility or warranty claim for any damage whatsoever that occurs during or directly after the use of a radio-controlled model.Business response
07/18/2024
We have checked the customer's account and the warranty claim has been answered. Since 2024, we have improved and we are still working hard to meet our customer's need. We will also contact the customer for further arrangement. Thanks.Customer response
07/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you for solving the issue, I am happy with the result.
Sincerely,
***********************Initial Complaint
04/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Purchased 3 different batteries from the, 2 of them were bigger than the description and unsable. One of them was about 10% too big, whereas the other is 40% too big. I only disputed the one that's 40% too big and customer service says I have to return the item and I am responsible for the return shipping and then they will issue a store credit once they received the item. Store credit is useless since they offer no guarantee if the next purchase is of the correct size and the return shipping would cost more than the price of the item. And I would have to pay shipping again if I was to reorder the replacement item so I would be double paying the shipping. When the item is totally different from the description the merchant should be responsible for refund/replacement or return shipping.Business response
05/03/2024
We have checked the customer's account and we already notified customer about the warranty claim. Since 2024, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement.Customer response
05/13/2024
Business never contacted me to follow through on any warranty claim.Business response
06/20/2024
We have checked the customer's account and the warranty claim has been taking care of. We will also contact the customer for further compensation for the inconvenience this have caused him. Since 2024, we have improved and we are still working hard to meet our customer's need. We will also contact the customer for further arrangement. Thanks.Customer response
07/01/2024
The business never reached out to me so there was no compensation of any kind. My only contact with them was still the initial contact where they denied it's a warranty issue.Business response
07/12/2024
We have checked the customer's account and the warranty claim has been handled. Since 2024, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement.Customer response
07/24/2024
As I described earlier, before I contacted BBB the business never admitted it's a warranty issue, and said it's just product variation I have to deal with. After the BBB case opened each time they have replied the same lies that the "warranty" issue has been resolved and they have contacted me. They have NEVER contacted me nor provided ANY compensation. I don't get why they can keep reply with lies and I now have to somehow provide an official complaint rejection?Initial Complaint
01/13/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a RC Airplane Kit from Hobby King that was delivered with faulty components. I filed a complaint with their customer service department and was told I had to return the plane that was now fully assembled to them in order to get any kind of refund. The cost to return a fully assembled airplane would be more than the original purchase price. I was told that it was my fault for not checking all of the components first, a step which was never required in their instruction manual. All I want is for them to cover the return shipping,Business response
07/04/2023
We have checked the customer's account and the replacement order has already been shipped and received. Since 2023, we have improved and we are still working hard to meet our customer's need. We will also contact the customer's for further arrangement.Initial Complaint
04/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I cancelled an order. They still sent me the package. I returned it with their return label. They refused to refund me my money. I disputed with the credit card company. They continued to dispute my request for a refund, despite having a confirmation of the return delivery of the item.Business response
06/11/2022
We have checked the customer's account and the refund has been processed.We will also contact the customer for further compensation for the inconvenience this have caused him. Since 2022, we have improved and we are still working hard to meet our customer's need. We will also contact the customer for further arrangement. Thanks.Customer response
06/11/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** Gift
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Customer Complaints Summary
7 total complaints in the last 3 years.
3 complaints closed in the last 12 months.