Horizon HobbyReviews of horizonhobby.com

It was easy and no problems

The purchasing process was easy and fast. I got good deals on my purchase, and it was delivered quickly. The selection is great and I will be buying some upgrades sometime soon.

**Update: Since posting this review, the company reached out directly to resolve the situation. I appreciated the effort they put forth to make things right, and wanted to reflect that here for anyone reading this.** I recently placed an order through the Axial Adventure website. After several days without hearing anything from the company or seeing a charge on my account, I placed the same order again (on May 4) because I believed my original order had not gone through and I was hoping to receive it in time as a birthday gift. From the date of my first order until May 12, I received no communication from the company. Then, on May 12, I unexpectedly received an email stating that my orders had shipped. This was the first indication I had that either order had actually been processed. The charges for both orders did not post to my bank account until May 13. As soon as I realized there were two orders (on May 12), I tried calling the company but was unable to reach anyone. I then contacted customer service through their online chat and explained what happened. I asked whether one of the orders could be canceled, but I was told that both had already shipped and that I would have to return one after it arrived. I was also told that I would be responsible for the return shipping costs. I asked whether the company would provide a prepaid return label given the circumstances. They refused and insisted that I pay the return shipping myself. What was most frustrating was that no one disputed the fact that I had never received an order confirmation. In fact, I was told the company could not verify whether its system had even sent confirmation emails for either order. Rather than addressing the lack of communication, I was advised to take a screenshot after placing an order on their website. While that may help future customers, it did nothing to resolve the problem I experienced. Because I was traveling over the summer, it took me longer than expected to return the duplicate item. When I reached back out, I was told that more than 30 days had passed and that the return policy would not be waived. After multiple attempts to reach a fair resolution, the company's final response was: "You may sell it locally if you are intent on not keeping it." That response perfectly reflects the level of customer service I received. I wasn't trying to return an item because I changed my mind. I was trying to resolve a duplicate order that resulted from receiving no confirmation, no communication for many days, and no bank charge until after I was notified that the orders had already shipped. Based on my experience, if something goes wrong with your order, don't expect Horizon Hobby to work with you toward a fair resolution.

Can't get through to tech on phone. Tried chat. Not working. Message get back to you in 48hrs. My advice don't buy anything horizon hobby makes. For very very poor technical support. Finally got back to me. Simple fix not in instructions. Go figure.

Horizon offers either live help or email help. Their products generally work without a problem but when an issue arises they are there to assist. I use Spektrum products and trust their technology with $2000 helicopters. Keep up the great work!

While I disagree with the general policy, Customer service was responsive via email and made it right via credit. This shows integrity and is appreciated.

Two tech service calls were very beneficial in solving my airplane issue. However the wait for a tech was more than a hour each time. Fortunately I had tasks to work on while waiting . One call with a question was solved by the Chat Bot. Good answers but long wait !

Got my order really fast - A lot of times my order ships that day.