ComplaintsforHobby Zone
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered and received a product from them. Afterwards, I sent an email to them asking them how to return the product. They replied to my email and instructed me to send them a video of the product and they would DECIDE whether or not I could return the product. I created and sent a video to them right away and have never heard back from them. First of all, it should not be up to them to whether or not a customer can return a product if the customer wants to return a product. And not responding afterwards it not good business or acceptable.Initial Complaint
06/20/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
June 12, 2022 I brought an rc airplane from this company it was the last one because they were out of stock after i purchased this item. The problem I had is I can not get the control to work the way they are suppose to. I brought a new receiver and that still did not help. When I got this order the wing tip of the airplane was broken off I talked to some one at their company and he told me to send him a picture. which I though was weird I told him I would glue the tip back on, but the problem is worst that just the wing tip being broken off. It has something to do with the electronics. I think the reflex receiver is bad being that someone put a printout of how to install it that does not come with this item if it was new. All the damage to the enter packing of the box it was ship in the styrofoam was all boken up. I think this was an open box purchase that was suppose to be new.Business response
06/20/2022
The plane the customer received is not an ************** or open box return. He says someone here told him that, but we don't have an open box of this brand., I asked for a picture of the broken tip of the wing, but have not received it. It is not unusual for customer to have issues wiring up the gyros on these RC airplanes. That is not to say they are defectiive. We have asked that the customer call us for assistance or contact Horizon Hobby.com, the US distributor for technical assistance. I am sure the plane can be made functional or we will be glead to swap it out for one that is.Customer response
06/21/2022
I am rejecting this response because:
I am waiting for the replacement part to arrive before accepting the business response.Business response
06/28/2022
The plane was new. We sell open box product as open box product. It is not unusual to have occasional shipping damage on these fragile foam airplanes. We have a new wing sitting here to ship if the customer wishes, but he has charged it back through Paypal also. We have no reason to believe the electronics are defective as they can be complex to set up. Of course, he is not talking to us so we can't ascertain the issue. Tell us why here...Customer response
06/29/2022
I am rejecting this response because:
I have not done a chargeback with Paypay - I am waiting for the wing to be shipped. Has this been done. I have tried to call and discuss this with the business but they have not answered the phone nor called me back.
Customer response
07/07/2022
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. Everything has been resolved.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.