Horizon HobbyReviews of horizonhobby.com

I’ve been a loyal Horizon Hobby customer for 20+ years, starting with the Blade CX2. Over the years, I’ve spent thousands of dollars in their products—from Spektrum radios and EDF aircraft to Blade helicopters and Arrma, Axial, and Losi vehicles. I’m highly experienced and hands-on with RC products, especially collective pitch helicopters. On September 19th, I placed an order during the “Send It Sale” for a Blade 360 helicopter as my local hobby shop could not match the sale. It arrived on September 24th with a mechanical defect and severe vibration right out of the box. After two days of troubleshooting—drawing on my experience with models like the Blade 450 3D, 235 CP, and Eclipse 360—I was unable to resolve the issue. I reached out to Horizon Hobby on September 26th, only to discover that phone support is now restricted to top-tier members who spend $2,500 annually. This is incredibly disappointing and feels like a disregard for long-time customers. Even my local hobby shop struggles to get support. After navigating the chatbot for over an hour, I finally received an email to start a support case. Following multiple exchanges, I was issued an RMA on October 2nd and returned the helicopter. As a customer, I should not be expected to repair a brand-new product. Horizon received the return on October 7th, and took over a week to issue a refund and not until I field a case with Paypal and BBB. As a customer, I should not have to spend $2,500 annually or navigate a complex system just to speak with a support representative to get help. In contrast, companies like Traxxas offer direct phone support that is available seven days a week from 8:30 AM to 9:00 PM—without requiring any minimum $ amount. If Horizon Hobby chooses not to reinstate a customer support phone line, I will no longer continue doing business with them, nor will I recommend their services to others. Providing basic phone support is a fundamental aspect of customer service, and its absence reflects poorly on the company’s commitment to customer satisfaction. I hope this review helps others make informed decisions and encourages Horizon Hobby to reconsider its approach to customer support.

There is no longer a way to speak to Tech Support anymore. The recorded message tells you to fill out a "Callback Request Form" but there isn't one anywhere on the website. I requested a callback from the "Live Chat" feature 2 days ago and still haven't received a call. The Blade 235 CP that I bought from HH quit working and now I am left in limbo with no options and no Customer Service. Extremely disappointing.

Ordered a dxc+ 12 channel radio it arrived with a cracked screen. Returned it the next day for a refund. It has been 7 days still no refund I do have an email stating they set my order to the side by mistake... no this was done intentionally because I have asked for my refund every day since the return arrived...

The support is terrible. I asked for a specific spare part for my iX12 radio, and they told me I had to send the radio to support. I then asked for cost quotes for: - A quote for shipping costs - A quote for diagnosis costs (not repairs) - A quote for a spare part in case it's not repairable They refused to give me any information; they just kept telling me that I have to ship the radio. I can understand total repair costs may require a diagnosis, but the cost of the diagnosis, the shipping, and a spare part do not. This information allows one to evaluate whether to ship it or not. This is a lack of transparency, as well as a very easy way to get scammed. EDIT: I'll add to your reply: I'd like to clarify that I didn't request a repair estimate, but I wanted to know if there was a charge for the diagnosis, what the cost would be, and the cost of return shipping. You told me the diagnosis is free, and that's fine, but I don't understand why support isn't providing this information.

I needed a canopy for my Carbon Z T-28 EFL013357 because it was damaged in a crash. I have been waiting 3 months and no canopy! NO THEY DO NOT STAND BEHIND THE CHINESE PRODUCTS THEY SELL!!!!!!!!

Pire service clients en plus d'ouvrir des comptes sans autorisation pour changer les moyens de paiements et causer des préjudices.

I will order again. I have placed multiple orders and they all went great. I did have a warranty issue with an item, but the company was super helpful and worked at the issue.

The website jammed when I tried to place an order. It also wouldn't take my email for the advertised 10% off. The "customer service" phone number won't take calls. Does this seem like a company that wants your business or would take care of you if you had a problem? Not to me. I finally got through, after the amount of effort I now expect is common, to a live chat. After asking for someone to call me she told me she'd placed a 10% code in my cart but that nobody would call until later. My main reason for choosing this company was their fast shipping promise (which I now have no faith in) and reasonable distance from me. I hoped to place an order today so I'd get it in a day or 2. When I told her I thought the service was terrible she corrected me, telling me she'd given me good service. Amazing. She thinks it's her who decides whether customers feel they've got good service. *Follow-up* Take a look at the self-justifying reply horizon gave to my review. A company that replies to complaints like this, rather than with a sincere apology and a commitment to address the problem, clearly demonstrates their lack of commitment to customer service. They've just validated what I say in my review.