CARLSBAD, CALIFORNIA -- Unbelievable is the only way I can describe my Hobbytron experience! Please, please, DO NOT EVER patronize this terrible online company!!! For starters, my son ordered an Airsoft gun from Hobbytron, and my credit card was promptly charged on July 6 with the promise of "3 to 5 business day delivery." When the gun hadn't arrived as of July 28, I began a trail of four emails and three phone calls (leaving messages, never returned) that ultimately resulted in a note saying the company had moved from Utah to California and most of its sales force didn't make the move.
I sent off another barrage of emails and finally received the gun August 11 - sort of. It was a clearly used gun, complete with a long ugly scratch, and the three vital screws needed to put it together were missing. I contacted the company by phone and the manager never called back, despite two messages. I told a sales rep to please send a new gun immediately, since my son had been waiting for five weeks now, and I would send the old one back. "No way", she said: I had to go back to the Website to submit a return authorization form. Only when the form was approved would they accept the gun back and send another.
At this point I just said I wanted my money back. I told her I had already spent several hours on my Hobbytron nightmare and asked her to just handle this over the phone, but she rudely refused. I went to the Website and on the return form they ask about two dozen questions, most of them demeaning ("Did you drop or damage the merchandise? Please answer honestly"). I have NEVER had a shopping experience as ugly and vulgar as this one, and urge consumers everywhere to STAY AWAY FROM HOBBYTRON!!!
The most horrific online shopping experience I have ever had. I ordered airsoft items described as "in stock" and they were happy to accept my Paypal payment. A week after ordering the shopping cart was still processing. Voice mail boxes were full and would accept no messages. Emails were not answered and eventually were returned as undeliverable. The "Real Time Chat" personnel (possibly computer generated) reported repeatedly that my order was going to ship "tomorrow".
This went on for two weeks. I finally found a way to cancel my order but they have not refunded the money. They kept my money and did not ship anything. Fraud. Paypal is trying to recoup the money but say that Hobbytron purchases are not protected by PayPal buyer assurance. I wish I had found a review that stated things as I have done above BEFORE I ordered. I am posting this review to save someone the trouble and similar $ loss. Buyer Beware with Hobbytron.
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.
CALIFORNIA -- We purchased an airsoft gun for our son at Christmas... who has yet to be able to play with the gun. We paid a good price for the TM model (remember, you get what you pay for), but still paid several hundred dollars for the airsoft gun and accessories. The TM box that the gun came in had 8 pieces removed with a razor blade. The gun had scratches, AND THE SERIAL NUMBER WAS SCRATCHED OFF! We question if the gun was used... or worse.
We ordered several bags of pellets, and 2 of the bags were broken in the box. We needed clarification on the correct batteries to use with the gun model, but there were NO instructions on how to operate the gun. We attempted to contact Hobbytron multiple times via e-mail and phone. No messages have been returned, and we could never get a live person to speak with us on the phone (as it was clear after waiting for over an hour that there would be no promised Hobbytron representative responding). There are other reputable (on-line) airsoft gun companies out there, so avoid doing business with this company. Shame on you Hobbytron!
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.
SANTA CLARITA, CALIFORNIA -- Should not be allowed to do business online! They stole my money, never shipped the item, couple of ** answering the phone once or twice, with mouths dirtier than their mothers and hang up for no reason except the fact that they are slime bag thieves and people want to see their heads in a basket. Extremely Be Aware!
SANTA CLARITA, CALIFORNIA -- 2 of the 3 products that I ordered arrived broken! Even worse, I can't contact them to get replacements or a refund. I've tried for weeks and can't talk to a person or get any returned emails or phone calls. I am going to give up on getting this taken care of, which means that they have basically stolen my money. What a frustrating experience. Buyer beware!! DON'T USE HOBBYTRON! They are crooks!
I ordered a specific airsoft gun. They shipped a different gun because the one I ordered was not in stock. They did not bother to ask if I wanted the substitute. My son wanted a specific gun so he was not happy with the substitute. I wanted to return it and they said they would charge 20% restocking fee and I would have to pay to ship it back!!! This is ridiculous. They sent the wrong item, which was cheaper than what I paid for - I hope the credit comes through for the difference in price.