Horizon Hobby review: Poor customer service 8

They do not support small hobby shops

I'm beginning to experience difficulties with Horizon Hobbies also.
I attempted to purchase an RC Buggy Losi K&N DBXL from their site. I made the full payment using PayPal of £1120.00 including postage.
The payment seemed to have went through as I received confirmation of the order. However, the next day I received an email from their websales saying "Unfortunately, your order with Horizon Hobby LLC could not be processed due to an issue with your payment" They also mentioned "If you have any questions, please call [protected] or email websales@horizonhobby.com"
I emailed them (I'm working abroad so calling costs a fortune) My first email I asked if they could elaborate further about the 'payment difficulty' and I will contact PayPal to get it fixed.. No reply.
A couple days later I checked my online banking and seen that the money amount I tried to send them has been deducted from my bank balance with a statement saying "Transaction has been authorized for payment, awaiting recipient to remove from your account." So I emailed them again also attaching an extract of my bank statement. I asked "Since you have cancelled my order because you cannot process it, please could you also cancel the payment I made so I can have it released back into my bank balance" Because I now need these funds to make a purchase of the Buggy elsewhere. Still no reply from them at all..
This has been going on for over a week now, and the payment I tried to make is still reserved as authorized for them to take... But it looks as though I need to release these funds myself now and dispute the transaction with PayPal. Or I will just go into my Bank when I get home and tell them what has happened with these unresponsive people at Horizon Hobby.. One thing is for sure, I won't be using them again if they think that ignoring their customers makes their problems go away. They really are the worst customer support I've experienced in years of online purchasing.

I personally just got into flying rc planes and my first plane was umx pt-17 (obviously mistake) which after a flew flights isn't doing so well. My next purchase was a dx6i with phoenix v5 (should of veen first purchase) which has been a blast and I know my pt-17 would be much better off had I figured this existed out first. Finally, I purchased my apprentice s 15e which is short of amazing. I had one hiccup with a part but hh replaced it immediately. I don't want to go into too much detail because I don't want anyone to take advantage of the company but not only did I not buy it from them directly I bought from my local hobby shop and with no questions asked had the part replaced a delivered so I was up and running literally two days later. To me its impossible to get better customer service so people don't let one person who probably ruined it on there own to hurt a company's name.

I had a awful experience with HORIZON HOBBY. I bought a blade 350qx3 ap combo. Had lots of flights, took thousands of pictures. About 3 months of having it, the blade 350qx3 ap combo just felt into the ground. Broke a arm, esc and the camera. Called costumer service and told what happened, i was instructed by the costumer service representative to plug it in into the computer to see what happened. I told the representative that i would buy the new body and the esc, but the camera is very expensive since it was a malfunction of the quad. Explain that i would change the body and the esc. 2 days after called again, spoke with a different representative, he instructed me to send it in, so i did. 2 1/2weeks later i got a call from HORIZON HOBBY saying that would be more expensive to repair than buy a new one! They offered me 30% off the price to buy a new one. It should be covered by warranty. About a month with my quad there, i asked to send back the broken one after many emails and complaints. I complained on BBB, got same response that i had on emails and calls. Funny thing is, i did not close the complaint, requested the record phone calls that i have made to Horizon Hobby, the complaint got closed. This is very frustrating and inconvenient for me after spent almost $800, 00 on a company that doesnt stand behind the warranty. Manipulates for they own benefit.
My name is Rogerio M. And my email i : rmercon@hotmail.com

I agree with the other post! Horrible customer service! Its almost like your an annoyance to them! They don't deliver and lie! Beware of doing buisiness with this company! Read their reviews all over the internet first!

I am also a customer of Horizon Hobby I buy my parts. When I search my purchased items I could not locate it and when I call their customer services department the staff gives you rude and sarcastic tone when I told them I am a paying customer and its my right to know where my purchase product is they give you the run around. I ask them if I could speak to the manager they don't even listen . I am a customer I pay I don't deserve to be treated this way what poor customer service this company have maybe They don't need my business the staff needs training

I am disappointed. I purchased a blade 120sr from a reseller and out of the box it had no lift. It would rev up and take of sporadically at best causing erratic behavior and a crash. The hobby store owner agreed he ha never seen that before. Horizon swore it was the motors. So to prove it wasn't the owner replaced the motors and lo and behold it was the same issue. I called again to cancel them sending me out two new motors and they instructed me I would have to return the unit to them at my own expense and it would take several weeks. I only have owned the chopper for a few days and it's ridiculous that they can't exchange it. I must say i have a horrible taste in my mouth about this hobby in general and horizon who is refusing to take ownership of their defective products. I do not suggests any horizon product for anyone starting out in this hobby. Buyer beware

Hi Paul,

I'm sorry to hear about your negative experience. We've tried to look up your account with the information we've found here so we can contact you about it and resolve your issue, but we're having difficulties figuring out which account is yours.

We most definitely want to look into this for you and make sure we resolve things. If you can call [protected] and ask one of the sales reps to transfer you to customer service, they can look into your account. They have been notified of your issue and will be happy to research it for you.
Beth Wileaver--Consumer Sales Manager