Horizon Hobby (horizonhobby.com) has a 2.4 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Hobbies & Crafts and its reputation is poor. 54% of reviews are 1 star, a relatively high share; The business has replied to 95% of negative reviews; Reviews mostly discuss Product, Customer service, Quality. Last updated 2026-08-31.
What reviewers say
AI generated
Most reviewers were unhappy with their experience overall. Many buyers faced significant frustrations regarding delayed shipments, missing components inside packages, and extended backorder waiting times that stretched for months without clear updates. Additionally, consumers encountered unhelpful communication channels, unresponsive live chats, and difficulties obtaining refunds or replacements for damaged items.
Some reviewers were happy with the prompt delivery times and the broad selection of available hobby items. People also appreciated the knowledgeable staff members who provided useful guidance and assistance with various purchases. Buyers mentioned receiving friendly communication and effective support when handling product inquiries or necessary part replacements over time.
Auto-generated from all reviews of this business. For reference only.
Buyer be aware: they do not follow their own return policy. Essentially, you cannot return anything.
I ordered RF Flight simulator, software+controller, about $200 value. Software requires STEAM install which I cannot do due to security concerns. So, I immediately called and asked how to return. They said if I have opened the box, it cannot be returned. Even though their policy is for 30 day return and software not yet downloaded. They can easily confirm that I never downloaded their software. I never even touched any switches on the controller. But they refuse to take it back. If I had read other reviews on this site I would have never done business with this shady company. BTW, they have no phone number for customer service or complaints. Now I am stuck with some junk that will stay in the garage!
Only recourse is to disput the charge with my CC company.
Reply from Horizon Hobby2025-12-01
Hi Jay,
We apologize for any frustration you’ve experienced regarding our return policy and the requirement to use Steam for installation.
We want to clarify that the software requires both a Windows operating system and a Steam account for installation and activation. This information as well as other minimum system requirements are provided on our purchasing page to ensure customers are fully aware of the requirements before making a purchase. Additionally, our return policy, which addresses eligibility and conditions for returns, is outlined in detail in the “Returns Policy” section of our website.
We understand our return policy may not be the preference for everyone, we are committed to making sure that our customers have information available they need to make an informed purchasing decision. We are also available throughout the week through online chat or by email to address any difficulties or concerns you may have.
Regards,
Absolute trash customer service. Placed an order, to later be told the item was "out of stock", confirmed with Horizon directly that the item was in stock, only to find now the price has been increased. The reality is, they forgot to change the sale price, don't want to honor it, and cancelled the order and told me they can't help or explain why it was cancelled. Garbage tactics, just own the mistake and absolute trash customer service. Reporting the issue to the BBB as well.
Reply from Horizon Hobby2025-11-19
Hi Barry,
Thank you for reaching out to us about this. We know this situation is frustrating, and we want to assure you that it has our full attention.
A recent technical issue with our third-party retailer led to the unintentional cancellation of some orders.
Our team is actively working on a solution and are investigating the root cause to ensure we fix this correctly. Our team will coordinate with the retailer to contact those who were impacted.
We sincerely appreciate your patience as we work to resolve this for you.
Sincerely,
They send out junk products then have no customer service at all to deal with said garbage don't waste your money with this place go to traxxas
Reply from Horizon Hobby2025-11-19
Hi Larry.
Thank you for contacting our support team. We apologize for any inconvenience and understand the need to have a working battery with your new RC car.
We’re glad to see we were able to assist you through both chat and email, to address the issue and get a replacement shipped and delivered.
If you have any other questions or need further assistance, please feel free to let us know.
We are here to help!
Best Regards,
Arrma rc cars junk. Bought 4 used them few times. Only 1 still works. Their support is impossible to deal with. Scammer warranty. They can juma!. 2 wouldn't charge and 1 literally burnt up. China👎
Reply from Horizon Hobby2025-11-11
Hi John, Arrma cars come with a 2 year warranty and we have a technical team available Monday to Friday to help you troubleshoot and identify any issues. They will also work out whatever solution is needed, whether it's parts needed or getting the cars in to our Service Center. You can reach live agents on chat or send us an email and we'll follow up from there. We hope you'll take advantage of this service and let us help you get all your Arrma cars up and running. We hope to hear from you soon!
Best Regards.
I ordered a Testors paint set and several days later I checked online for my order status. The site did not recognize my order. I chatted and was told it was processing. I emailed them nearly two weeks later and was then told it was on backorder. Not a good customer service experience.
I bought an RC plane from this company that had a known issue that I nor several others that I have seen had been warned about. After the plane takes off it will immediately go to the right and then nose dive. The plane is the UMX Timber X. I posted a review about this issue on the website that they promptly removed. I was never able to get any help with it either. $180 plus 3 batteries for 1.5 seconds of flight and that's it. I did buy other planes, bigger more expensive planes, but they have known issues as well and I'm afraid to put them in the air. So I'm selling everything and going to find a new brand.
Reply from Horizon Hobby2025-11-11
Hi Foxtrot Foxtrot Lima.
The UMX Timber has become one of the most popular UMX airplanes and has AS3X as well as SAFE to ensure the plane can automatically recover from any unusual attitude.
We would encourage you to reach out to our Product Support team to help diagnose and resolve any issues you are having with your model. They are available on Live Chat or email and we hope you connect with us soon so we can help your airplane back up in the air.
Best Regards,
There is no longer a way to speak to Tech Support anymore. The recorded message tells you to fill out a "Callback Request Form" but there isn't one anywhere on the website. I requested a callback from the "Live Chat" feature 2 days ago and still haven't received a call. The Blade 235 CP that I bought from HH quit working and now I am left in limbo with no options and no Customer Service. Extremely disappointing.
Reply from Horizon Hobby2025-10-23
Hi Paul, please check your inbox. We just need some details on what you need help with so we can get the right tech to call you. We hope to connect and help you resolve whatever issue you're having with our product(s).
Sincerely
I’ve been a loyal Horizon Hobby customer for 20+ years, starting with the Blade CX2. Over the years, I’ve spent thousands of dollars in their products—from Spektrum radios and EDF aircraft to Blade helicopters and Arrma, Axial, and Losi vehicles. I’m highly experienced and hands-on with RC products, especially collective pitch helicopters.
On September 19th, I placed an order during the “Send It Sale” for a Blade 360 helicopter as my local hobby shop could not match the sale. It arrived on September 24th with a mechanical defect and severe vibration right out of the box. After two days of troubleshooting—drawing on my experience with models like the Blade 450 3D, 235 CP, and Eclipse 360—I was unable to resolve the issue.
I reached out to Horizon Hobby on September 26th, only to discover that phone support is now restricted to top-tier members who spend $2,500 annually. This is incredibly disappointing and feels like a disregard for long-time customers. Even my local hobby shop struggles to get support.
After navigating the chatbot for over an hour, I finally received an email to start a support case. Following multiple exchanges, I was issued an RMA on October 2nd and returned the helicopter. As a customer, I should not be expected to repair a brand-new product.
Horizon received the return on October 7th, and took over a week to issue a refund and not until I field a case with Paypal and BBB.
As a customer, I should not have to spend $2,500 annually or navigate a complex system just to speak with a support representative to get help. In contrast, companies like Traxxas offer direct phone support that is available seven days a week from 8:30 AM to 9:00 PM—without requiring any minimum $ amount.
If Horizon Hobby chooses not to reinstate a customer support phone line, I will no longer continue doing business with them, nor will I recommend their services to others. Providing basic phone support is a fundamental aspect of customer service, and its absence reflects poorly on the company’s commitment to customer satisfaction. I hope this review helps others make informed decisions and encourages Horizon Hobby to reconsider its approach to customer support.
Reply from Horizon Hobby2025-10-22
Hi Christian.
Horizon issued a full credit back to your payment account (Paypal) on 10/15/25.
Our intent is never to expect customers to fix issue with new product, but the majority of advanced helicopter owners request parts when a warranty condition arises as this allows them to get up and flying sooner.
We do apologize for any inconvenience caused you, and hope to better serve you in the future in the manner you prefer.
Regarding phone service, we start all contacts/claims by email or live chat, and will still connect via phone if requested or if the situation is better handled with a conversation. If you need to speak to an agent, just chat or email us and let us know your number and a good time to call, and we will reach out.
Sincerely,
Ordered a dxc+ 12 channel radio it arrived with a cracked screen. Returned it the next day for a refund. It has been 7 days still no refund I do have an email stating they set my order to the side by mistake... no this was done intentionally because I have asked for my refund every day since the return arrived...
Reply from Horizon Hobby2025-10-21
Hi Brian,
Thank you for reaching out to us and for bringing this to our attention. We’re very sorry to hear that your transmitter arrived damaged. This is certainly not the experience we want you to have right out of the box.
From the details you provided, it appears the damage occurred during the shipping process. We truly appreciate you letting us know, and we’ll be addressing this internally to help prevent it from happening in the future.
We’ve now received the transmitter back and have already begun processing the refund for your order. You should see the credit reflected in your account soon. Refunds are processed immediately on our end, though it may take up to 10–15 days for the funds to appear depending on the bank’s processing policies. Most refunds typically post much sooner.
Please keep an eye on your account, and don’t hesitate to reach out if you don’t see the refund after the estimated timeframe. We’ll be happy to look into it for you.
Again, we sincerely apologize for the inconvenience. We appreciate your understanding and hope to have the opportunity to provide you with a much better experience in the future.
The support is terrible. I asked for a specific spare part for my iX12 radio, and they told me I had to send the radio to support.
I then asked for cost quotes for:
- A quote for shipping costs
- A quote for diagnosis costs (not repairs)
- A quote for a spare part in case it's not repairable
They refused to give me any information; they just kept telling me that I have to ship the radio.
I can understand total repair costs may require a diagnosis, but the cost of the diagnosis, the shipping, and a spare part do not.
This information allows one to evaluate whether to ship it or not.
This is a lack of transparency, as well as a very easy way to get scammed.
EDIT:
I'll add to your reply:
I'd like to clarify that I didn't request a repair estimate, but I wanted to know if there was a charge for the diagnosis, what the cost would be, and the cost of return shipping.
You told me the diagnosis is free, and that's fine, but I don't understand why support isn't providing this information.
Reply from Horizon Hobby2025-10-09
Hi Denis,
Horizon Hobby will always perform transmitter repairs in the customers favour.
There have been instances where a problem is reported with a transmitter and when it arrives at our Service Center, the damage is different, or more extensive than originally claimed. We also cannot accurately diagnose what needs to be replaced, repaired or just adjusted.
What we can guarantee you is that we will fully repair, calibrate, test and return to you a transmitter that works as it did when brand new, and we will assess the lowest practical charges.
In your case, it seems like you have a good grasp on what needs to be replaced, but we remain cautious of committing to a price. There would be no charge for diagnosing, and you can include a note asking us to contact you once a repair cost has been determined, and you can accept or decline at that point.
We would encourage you to lookup customers reports online who have sent transmitters to us, and hopefully they will give you the confidence to trust in our Service Team and process.
Best Regards,
I needed a canopy for my Carbon Z T-28 EFL013357 because it was damaged in a crash. I have been waiting 3 months and no canopy! NO THEY DO NOT STAND BEHIND THE CHINESE PRODUCTS THEY SELL!!!!!!!!
Reply from Horizon Hobby2025-10-03
Hi Bob. We have shipped the canopy for your T-28 2.0m airplane and you should have received it by now. We apologize for the delay while we were awaiting parts to arrive.
I will order again. I have placed multiple orders and they all went great. I did have a warranty issue with an item, but the company was super helpful and worked at the issue.
They sent me a tracking number that took me to usps tracking..usps never received the package and said it was an invalid tracking number..I never received my package and can't track it..what a bunch of idiots at horizon hobby..it been two weeks and they won't tell me where my package is..Shop at Amain hobbies..real people, no chat excuses and you'll get your order..I called my credit card company to deny the charges because nobody knows where the item is..
Reply from Horizon Hobby2025-09-12
Hello Bobby,
We are sorry to hear that your order has not yet arrived. We’ve confirmed that your package was shipped from our facility on time, but unfortunately the delivery service has not provided any recent updates.
At this point, the package is still in the carrier’s possession and should continue moving through their network. In many cases, items that appear stalled do still arrive, just later than expected.
While the package is still with the carrier and may still arrive, we don’t want you to be left waiting without a solution. If your order does not arrive within the next few days, we will move forward with sending you a replacement at no additional cost.
We understand how frustrating this must be and appreciate your patience while this gets sorted out.
Sincerely,
This company doesn't seem to want me to place an order
The website jammed when I tried to place an order. It also wouldn't take my email for the advertised 10% off. The "customer service" phone number won't take calls. Does this seem like a company that wants your business or would take care of you if you had a problem? Not to me.
I finally got through, after the amount of effort I now expect is common, to a live chat. After asking for someone to call me she told me she'd placed a 10% code in my cart but that nobody would call until later. My main reason for choosing this company was their fast shipping promise (which I now have no faith in) and reasonable distance from me. I hoped to place an order today so I'd get it in a day or 2.
When I told her I thought the service was terrible she corrected me, telling me she'd given me good service. Amazing. She thinks it's her who decides whether customers feel they've got good service.
*Follow-up*
Take a look at the self-justifying reply horizon gave to my review. A company that replies to complaints like this, rather than with a sincere apology and a commitment to address the problem, clearly demonstrates their lack of commitment to customer service. They've just validated what I say in my review.
Reply from Horizon Hobby2025-09-12
Hi Martin,
We’re sorry to hear about the frustration you experienced in trying to reach someone by phone regarding your order discount. We understand how important it is to have your concerns addressed quickly and directly.
We’re glad to see that our chat team was able to assist by offering to manually apply the discount to your order. Regarding your request for a callback, the representative explained that it could be arranged, though due to the high volume on Mondays it might not be immediate. The representative attempted to confirm your phone number so the callback could be scheduled, but the chat was closed before that information was provided.
We apologize for any inconvenience this caused. Please know that our team is here to help through chat or email should you need further assistance.
Best Regards,
Horrible customer service and impossible to get in touch with an actual person
Reply from Horizon Hobby2025-08-13
Hello SS
We’re sorry to hear that your recent attempt to get assistance wasn’t as smooth as it should have been.
Our support team is also available via live chat and email, with live technicians ready to assist you throughout the week.
Your feedback means a lot to us, as it helps us improve and provide a better experience for all our customers.
Please don’t hesitate to reach out if you’d like further assistance. We’d be more than happy to help!
I've been shafted twice by this website I've placed a order two different times and its like thanks for your purchase but never arrived and then they tell me its on back order and I waited over a month before finally canceling my order
Reply from Horizon Hobby2025-08-11
Hi Robert,
We apologize for not having the parts you needed in stock. We sold the last ones back in April and are still waiting on Team Associated to supply more.
We understand your frustration and hope to be able to better serve you in the future.
Sincerely,
I pre-ordered an Aston Martin Scale model months ago . A message came through a week ago that the package had been delivered but I never saw somthing arriving . Tried to mail Horizon but to no avail , unreachable and no reply . Tracking says it's been delivered so no appeal possible. Money lost. What a scam ! Do not buy from these guys , non-reliable site !
I have bought 3 RC airplanes from HH. 2 have had serious problems out of the box. The Super Timber had warped wings. Getting HH to cover it was like pulling teeth but they did replace the wings (without graphics). I got them 7 months later. Turbo Timber Evo was a trainwreck from go. It took off, flipped over and crashed hard. Since it is past 30 days they won't do anything.
Do yourself a favor and avoid Horizon Hobby.
Reply from Horizon Hobby2025-08-04
Hello JS,
Thank you for sharing your experience with us. We sincerely apologize for the inconvenience caused by the issue with your aircraft and appreciate you reaching out to our support team.
As mentioned in our email, we are unable to diagnose the root cause of any issue with the aircraft remotely. To ensure a proper resolution, we recommend sending the aircraft to our service center for inspection.
Please don’t hesitate to contact us if you require any further assistance. We are here to help.
Best Regards,
Excited for a Fresh Start with the Night Radian 2.0m BNF Basic
I’m genuinely excited and eagerly anticipating the arrival of my brand new, high-quality Night Radian 2.0m BNF Basic motor glider. Reflecting on my journey so far, I realize how much I’ve learned since first diving into the RC flying hobby. When I was just starting out, I didn’t fully understand the differences between the various versions available, and I accidentally purchased the PNP (Plug-N-Play) version of the Night Radian back in October 2024 from Horizon Hobby. At the time, I didn’t realize that the PNP model doesn’t include a receiver—and, to make matters more complicated, I didn’t even own a Spektrum transmitter!
In my efforts to get airborne, I ended up salvaging an AR637TA receiver to make it work. Unfortunately, my inexperience caught up with me, and after a particularly rough crash, I had to part ways with that first glider just yesterday. The experience was a tough lesson, but it’s also made me even more enthusiastic about starting fresh with the correct BNF (Bind-N-Fly) version this time around.
Now, with a better understanding of what I need and a renewed sense of excitement, I’m truly looking forward to enjoying the hobby with a top-notch aircraft that’s ready to go right out of the box. Here’s to new beginnings and smoother flights ahead!
Sincerely,
Joe Todaro
Friday, July 4, 2025
It’s so sad I grew up financially restricted and I could not afford remote control aurokanes . So now build them for people and my payment is equipment and materials to simply build More!
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