Horizon Hobby Reviews 

I've read some other reviews and my experience has been nothing but positive with Horizon Hobby product service people. I communicated by email and both times they responded within 24 hours, and both times with quick remedies to my issues. Its a tough job dealing with customers, especially in service/product issues. Good work folks and thank you for your excellent service.
Mike T

Horizon Hobby may not be easily reachable by phone but they do sincerely respond to email warranty requests. After I emailed them a video of my defective product, they mailed me replacement items immediately.

Customer service is nonexistent. If you get a person they transfer you somewhere else to be on hold forever. I bought a product from them that broke when I tried to assemble for my son. Tried to return the product or get any support and there is nobody. Would not recommend buying from this company. Prices are reasonable but will pay in spades if there is an issue with the product. They do not stand behind what they sell.

Horrible customer service impossible to talk with a real human being won't call you back on the phone will not accommodate older adults who struggle with computers

I have placed 2 orders with horizon hobby, and both times had issues. My first order showed up loose in a large box. The factory box my rc should have been in was gone. The car was just bouncing around in a big FedEx box. The Losi box was never received. My most recent order was broken into multiple shipments, and my card was double charged. I tried calling customer service, and the phone number they provide does not work. After an hour trying to connect with someone on there live chat I spent 10 minutes getting told the same thing over and over. They did correct the charges on my card, but made it as difficult as possible to get it done. I should have never placed a second order with this company after my first experience. Hopefully my recent order at least shows up in the right box.

The support team helped to identify the problem with my plane's receiver. After identify the reciver was bad the product support team sent me a new reciver.

Bob from customer service should be educated on how to speak to customers. Assumed he knew what the problem was and went on and on explaining it to me before I could even communicate the problem. When I asked if he was just speaking to me or was he going to listen the attitude started. Customer service individual must understand the problem before responding. I’m going to buy in store vs online now because the ordering system is so poor. Had to place 3 orders. Two shipped and I only wanted one, I’m now on the hook to pay for return.

Update. No second email came. They clearly don’t want to make customer service bigger. Crazy experience

Hello:
I have found the service and repairs done by Horizon have always been great. Turnaround time is acceptable for repairs and the service and repairs always fix the issues with their products.
Mark

Great products with fast shipping. The elite membership is worth it's weight in gold. I strongly recommend joining if you are going to be making multiple purchases from Horizon Hobby.

If I could have given zero stars I would have

The live chat is bs

Four days later I get a response but not action will occur until I send a dead battery charger back. Proactively I took it to the local hobby shop where I purchased it and they verified it’s dead and being less than 30 days old, under warranty. Customer service is the worst I’ve ever experienced

In response to horizon, I have an account with you, been contacted by horizon by phone and email previously, so I find it odd that you’re requesting my contact info from this site

Pretty much sums up customer care….

So I provided the requested information per horizons request and have yet to receive any contact. I’m sharing this so l can see the words vs actions

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

I will admit that in the past, I’ve had some issues with Horizon Hobby, most back orders. I found them lately to be a very honest and caring company that sincerely tries to do whatever they can to please their customers. Customer service has gone out of their way to hep me .

I recently had a problem with some LiPo batteries. I had purchased 5 Spektrum Smart 3 S batteries and 2 Spektrum Smart 6s batteries (all generation 1 - have the balance leads) back in 2022. Due to health issues, I only used a couple of them since I bought them. I stored them this winter after placing all of them at storage charge using my HiTec intelligent chargers. A few weeks ago I checked all of my LiPo batteries to make sure they had held their storage charge. All of my older LiPo batteries, plus one of the newer Smart 3S batteries, had held their charge well. The other 4 Smart 3S batteries and the 2 Smart 6S batteries had self discharged to a point where my voltage checker or charger couldn't recognize they were connected.

I emailed Horizon Hobby, not really expecting any results since the batteries were well past their warranty period. A product support person emailed back and said that "The Smart batteries do have a self-discharge feature that will bring a charged battery down to storage charge if shelved long enough. If a battery goes flat sitting at rest with a sufficient storage charge, it may be due to a bad cell that dropped low enough to engage the balance feature of the battery and pulling the other cells down with it." He asked me to send photos of the batteries showing their voltage readings and copies of the receipts and he would see what they could do for me. I used my voltmeter to indicate the voltages of the batteries in the photos (I also included photos of the one good 3S Smart battery plus one of my older batteries that held it's storage charge no problem for comparison sake).

A few days after I sent in the photos and copies of the receipts I got an email back from Horizon Hobby stating that although the warranty period had expired they were honouring the warranty and had already shipped out replacements for all of the bad batteries, which just arrived today.

So, a few lessons here :

#1 - there appears to be a problem with the self-discharge function on some of the Spektrum Smart batteries that Horizon Hobby has become aware of, and is no doubt sorting out in their manufacturing. Due to this potential to self discharge to too low a voltage, I intend to check the storage voltage on these batteries more often than I have done in the past with my other LiPo batteries that have never displayed this issue. As long as the batteries are checked regularly and brought back up to storage level if required, then there shouldn't be an issue with them discharging to the point where they're no longer useful.

#2 - I have heard various people badmouthing Spektrum/Horizon Hobby for their products being overpriced or faulty, but I have serious doubts that any other manufacturers would replace their products free of charge over a year beyond their warranty period. This is not the first time that I have experienced excellent customer support from Horizon Hobby. The first plane I purchased from them back in 2018 was a UMX Timber. When it arrived the flaps wouldn't work no matter what I tried. When I contacted Horizon Hobby and described the issue, they simply sent me a new plane at no cost, so in my books this company definitely backs up it's products and deals fairly with customers who have had legitimate problems due to faulty components in the products.

#3 - this is more housekeeping, but KEEP YOUR RECEIPTS FOR ALL PURCHASES FILED AWAY IN CASE THEY ARE NEEDED IN FUTURE.

Great Customer Support- several ways to reach them but a helpful agent will be there if needed. Knowledgeable and willing to fix the issue

Great customer service and benefits for rewards members

Horizon hobby customer service couldn't be more abysmal. I have a Arrma truck that is two weeks old with a faulty ESC. Horizon has let me know that it will be a month or more before they might see one shipped out. This is 100% unacceptable and not how customer service is done. Trying to get a hold of their customer service is also a futile nightmare.
Run far from this company spend your money with a company that cares about their customers.

They take care of you and help walk a beginner through things..thank you..

The communication with the customer is terrible. They never told me that they could not complete the sale. They should improve this aspect.

Off all the vendors out there I have found Horizon Hobbies products to be off high quality and dependable.

On June 19th, I place an order for an RC plane controller, two batteries, and a charger. At the time, all was in stock. Over the next two weeks, I receive the batteries and the charger, despite the website telling me that the order is still processing. On Monday, July 1st, I send an email to customer support, asking for status. At the time of writing this review, July 4th, no acknowledgment of the email to support, despite the 72-hour rule defined on their site. Checking the order status today, all the items still say, awaiting shipping, but now the remote is out of stock, despite being in stock 72 hours ago and with the initial order. Now, I want to end this relationship and order the remote from someone more reliable, but I cannot cancel the remaining order.