VALENCIA -- I bought a remote control airplane for my son for Christmas and when plane arrived the battery was dead on arrival. After some email back and forth I had to pay $15 to send the plane back for exchange, second plane arrived after one week and when my son opened it the motor was hanging from fuselage, I had to pay another $15 to ship the plane back and after another week we got the same plane back except the motor was tightened in.
Finally we could go to park and try the plane, so we charge the battery and we had about 10 minutes flying time before we were back in the house to recharge the battery only to find out that battery does not take any charge. I sent an email to Hobbytron and asked them about the problem. When they got back to me after 5 days they said the warranty does not cover the battery since I charged it once, I was very disappointed and frustrated so I called them and talked to customer service and then to the manager but to no success.
I paid $153 plus another $30 for shipping for this plane only because it came with 90 days warranty where I could buy it from Vortex for $95. So hobbytron sold me a worthless product with worthless warranty. Don't Be sucker like me and don't buy from Hobbytron. Hobbytron has 244 Complaints against it on ConsumerAffairs website, check it out before you make your decision.
So as a quiet woman I am I called up Hobbytron about my airsoft weapon which was to arrive overnight when it didn't. It was also the M43181 with grenade launcher, but of course that arrived the next week even though it was supposed to overnight. Anyway I tried to contact them in which they wouldn't pick up their phone. I remove the handguard to my gun to see if it'd come back together like the manual said. CLEARLY USED. It was a horrible experience which ended up making me cry out of sheer sorrow. I paid 133.39 dollars for a bundle with a mask that didn't work, a gun that broke and a speed loader that also broke!
SANTA CLARITA, CALIFORNIA -- I purchased the 3x bundle unbreakable helicopter set. Two of the helicopters were defective from the start, a problem with the connector. The third helicopter worked for a few minutes, then began to smoke and that was the end of that one. Customer service is the ABSOLUTE worst I have ever dealt with. It is next to impossible to get someone on the phone and they won't return messages. They do not answer e-mails. The only way I was able to speak to someone was through the on-line chat after waiting half the afternoon.
Even then, I'm told they know there is a problem with that particular helicopter and that they were sending replacement parts. Well, they sent me one used charger, not even the parts I was supposed to get. I paid for three helicopters and not one of them worked!!! I ended up out $133.00. My advice is do NOT purchase anything from this company. In my opinion, they are nothing but a rip off.
SANTA CLARITA, CALIFORNIA -- I emailed less than 60 minutes to cancel my order. I picked the wrong item. They read a script saying once a order has gone down to processing there is nothing that can be done. But as we all know they just chose to do nothing. The order had not even been filled let alone shipped. I asked for a manager, I was given a ** who repeated the script. I asked to speak with her boss, she said she is as high as it goes, there was no one above her I could speak to. I was then hung up on.
I called back and asked the customer service representative who was the manager. She gave the name **. I then asked to speak with him regarding my previous conversation. He then gave the same script and I informed him I would like to file a formal complaint. He said he would have to review the call not even an apology for this so called manager. I informed them I did not want this product. ** said I would have to wait for them to ship it then ship it back at 20% restocking fee. So why not just restock it before shipping. This was absolutely unacceptable.
I told them I was unsure if this was the one I needed. I wanted get the best one they carried. He said tech support would be the ones to talk to. I asked to speak with them. ** then advised they are out to lunch. I felt bullied by this company. ** could even help from laughing at me while we were talking. HORRIBLE customer service if that you can call it.
OREM, UTAH -- I have been trying repeatedly to resolve an issue with Hobbytron and have yet to reach anyone or receive a response to my telephone calls or e-mails. Based upon the number of busy signals I have received, the number of messages I have left with different departments and the e-mails and US postal service letters I have sent with no response, I would have to say that I am not the only dissatisfied customer.
In addition to having the item I ordered substituted with a clearance item, I have been overcharged and am still waiting for a response to my request for a credit. I have done a lot of shopping on-line and have never had a problem like this. All I was originally seeking was a $10.00 credit to which I am entitled. On November 25, 2006, I placed an online order for item AA-69731 Airbus Cessna. On Nov. 28 I received an e-mail stating the item was on backorder and due to be shipped within 5 to 10 business days and that I would be notified if there were any further delays. On December 10, I received an e-mail from Fed-Ex stating that my order had shipped.
On the evening of December 14, I received item XT-8102 RC J3 Cub. (Which by the way was delivered to the wrong address, fortunately my neighbors were honest and delivered it here.) The packing slips proudly notes that this is a FREE UPGRADE due to an extended delay. That may have been acceptable if it were not for the fact that item XT-8102 RC J3 Cub was not an upgrade, but a clearance item listing for $39.97 while the AA-69731 Airbus Cessna lists for $49.00 which my credit card has been billed for, plus $6.95 Shipping and Handling.
I deliberately ordered the higher priced item with the hope that it would hold up a little better, so that my grandson could enjoy the product a little longer. (It turned out to be a real piece of JUNK!!!) I have placed numerous calls to the 800 number as well as the regular phone number and have not reached a human voice. I have left at least eight voice messages and 5 e-mails, so far with no response.
If it had not been so close to Christmas and this had not been purchased as a gift for my grandson, I would have attempted to return the item for full credit and refuse to do further business with Hobbytron, assuming I could actually have reached the RMA department to get an RMA number. In addition to the substitution, when my 11 year old grandson actually opened his gift and attempted to use it (with adult supervision), it literally fell apart. On the first minor crash (this is supposed to be ideal for a novice flyer), the tail fin ripped. We were able to repair that with glue.
On the next flight, the tail tore off, the wings broke and the entire fuselage separated from the plane, rendering it totally useless. I have several issues with the way this was handled: (1) I was not notified that the item was unavailable. (2) The item I ordered was substituted with a lower priced item. (3) I feel Hobbytron was being quite deceptive in stating that this was an upgrade. (4) I was not given the option of cancelling the order. (5) I have been billed for the higher priced item and to date; no credit has been issued for the dollar difference.
(6) I have been unable to reach the customer service department, the accounting department or the credit department via telephone or e-mail, despite my persistence. (7) The item was manufactured extremely poorly and was certainly not meant for a child despite the label on the package stating for use by 8 to 12 year olds.
In researching the size and reputation of Hobbytron, I cannot believe any supervisor or manager would allow or even tolerate their employees drawing these avoidable, negative feelings over such a small dollar amount. This has however, become a point of principal with me and I will not let it go until I receive some satisfaction from Hobbytron.
Minimally I expect to receive an credit for the price difference. I also expect an apology from Hobbytron for the inconvenience and aggravation that all this has caused and for their lack of response. Ideally Hobbytron will offer a refund or an actual upgrade. I have contacted my credit card company, the Attorneys General for the states of Missouri and Utah, the FTC, as well as the Better Business Bureau and will post my story on every possible website related to consumer ripoffs.
CALIFORNIA -- I brought two 11.1v batteries after receiving batteries on 12/29/2014, one was defective - tried to get in touch with them to get a RMA number so I can return defective battery, but every time I call or email I couldn't get in touch with anyone. Have been trying to talk to someone for almost two weeks. I have left voice mail and emails and phone calls and no one calls me back. I have decided to take the lost but I will never do business with this company again and I advise other customers to be aware.
SANTA CLARITA, CALIFORNIA -- Here is my limited experience: ordered a helicopter for my kid. Doesn't work. Return it. Replaced with another one. Doesn't work. Return it. I've now spent in shipping as much as the price. But I soldier on, order three items for Christmas a week out. Am guaranteed they'll be there. It is Christmas now in fact. They are not here. I have tried to reach them by email and phone for days. Screw me apparently. This company is terrible. Stay away.
CALIFORNIA -- I purchased 4 Groupons for 4 different helicopters only to get slammed with high shipping and processing fees when I redeemed them at Hobbytron, since they required I purchased each individually. So the great $15.00 toy turned into a $29.00 toy. Thanks Hobbytron, only you could mess up a Groupon deal! Hobbytron waited 3 days to even ship the items and I've been waiting another 10 days and haven't received anything yet. I have called and emailed Hobbytron and their phone system hangs up after each long wait. Never buy anything from Hobbytron, they are scam artists!
Took over 10 days to receive the order and had a letter that said they are sending me the most comparable item they have to the order I placed. Not only that, it is broken. I call them for a refund and they said I have to pay for shipping and if it has been opened they will give me a refund. Reps were very unprofessional, shouting and screaming nonstop saying there is a policy that allows them to do so. DO NOT BUY THIS FROM COMPANY!
I placed an order with hobbytron.com on 9/21/09 with overnight delivery. My card was charged on 9/21/09. The items were needed for a birthday party Saturday 9/26/09. When 9/24/09 rolled around and my order still showed as "in process in the warehouse" I called and a person answered the very first time I called. She placed me on hold and returned to say that my order would definitely ship that day and that I would receive tracking information by that evening.
Friday morning 9/25 rolled around and no email was received and my online order status still showed "in process in the warehouse". This time when I called repeatedly there was no answer and the voicemail box would not accept any additional messages. I began to search online for another phone number and came across all the complaints about Hobbytron.com. I began to panic. I called again repeatedly and finally another message stated that all customer service representatives were busy and to email email@example.com for assistance or to call back later.
I emailed them about the status of my order and got a response 20 minutes later stating that orders sometime take longer to ship than shown on the website. I responded back stating that I needed this order for a birthday party on 9/26/09 and wanted to cancel the order since I would have to pick up something from a retail store. I received another response 5 minutes later stating that they would cancel the order and issue a full refund. I immediately checked the status of my order online and sure enough it was in cancelled status.
I responded by email again and asked how long would it take for the refund to be processed and a response was received 3 minutes later stating 24-72 hours. Three hours after that, I received a system generated email confirmation of my refund. About 20 minutes after that I received another email from one of the customer service representative advising me of the refund and telling me that it would take 2-3 business days to post to my account. I'm glad everything worked out in the end since I read about so many horror stories but it still sucks that I didn't get my order. Sounds like they are trying to improve in the area of customer service?