Horizon Hobby

Hi Johnny, Thank you for reaching out and sharing your experience. We understand how receiving an unexpected order—especially one from a few months back—can be confusing and even concerning. The item you ordered was on backorder, and once it arrived in stock, it was automatically processed and shipped out as expected. Unfortunately, by the time we received your request to cancel, the order had already been picked up for shipping and could no longer be stopped. We also want to acknowledge your interaction with our support team. While the representative did explain the situation, we’re sorry if the tone during the chat came across as less than helpful. Live chat can sometimes make it difficult to convey tone and empathy, but we’ll use this as an opportunity to improve how we communicate moving forward. If you would still prefer not to keep the item, our support team will be happy to assist you with a return once it arrives. Please let us know how you’d like to proceed (we're sending you a separate email directly you can reply to). Thank you again for your patience and understanding. Sincerely,

Hi Scott, Thank you for sharing your experience. We sincerely apologize for any inconvenience caused by the order cancelation process. We understand that you reached out in a timely manner, and it’s frustrating that the order had already been processed for shipping before changes could be made. We’re always looking for ways to improve and make things easier for our customers moving forward. Our support team will be reaching out shortly to assist with a return and refund for the extra aircraft — completely hassle-free. If there’s anything else we can do to help, please don’t hesitate to let us know. Regards,

Hi Raffael, Sorry to hear you were unable to get the car you wanted. We understand how frustrating that can be, especially when the item appeared to be in stock at the time of your order. Due to high demand around the release, inventory can sometimes update rapidly and cause confusion during the checkout process. Please note that we don’t charge for an item until it has shipped. Since the vehicle sold out quickly and is now on back order, your order would not have been charged. We truly apologize for the inconvenience and appreciate your patience and understanding. Sincerely,

Hi DS Thank you for your feedback — we completely understand how frustrating it is to expect a package within a certain timeframe and experience a delay. To clarify, the 4–6 day estimate reflects the typical delivery window for our free Economy/SmartPost shipping. Occasionally, carrier delays can push a delivery just outside that window, as with your second package, which appears to be on track for delivery on day 7, with the first having arrived within 4-5 days. The 20-day timeframe you mentioned likely refers to the 21-day period most carriers require before a package can be considered lost. This is a standard policy across the industry to allow for unexpected delays. We truly appreciate your patience, and we’re here to help if your order doesn’t arrive soon.

Hi Mark, We're sorry to hear you did not have a great experience dealing with our Customer Service. We are here to help and would love the opportunity to help you. There's not enough info here to pull up your account or contact you so we're using the "request information" feature of this review site to do so. We hope to establish contact soon, and/or would request you send us an email or reach out to our Agents via Chat so we can assist. Sincerely,

Hello George. Thank you for sharing your experience with us. We apologize for the difficulties you encountered when trying to reach our team, and we're glad we were able to connect through a callback to resolve your immediate issue. We particularly appreciate you bringing the second matter to our attention. This is something we'd like to address proactively, as it could help improve the experience for all our users. Please know we value your input and we are here to help. Best regards.

Hello, Thank you for your feedback, and we apologize for the delay in receiving your parts. Some items were recently placed on backorder, causing an unexpected delay. We’re actively monitoring the situation and will update our website accordingly. We also apologize if you had trouble reaching us and are working to keep our customers better informed. We appreciate your patience and are here if you have any further questions. Sincerely,

Hello DW, Thank you for sharing your experience with us. We’re truly sorry to hear about the difficulties you’ve encountered with your order. Our goal is to communicate any changes as clearly and promptly as possible. An email was sent to notify you that your order was canceled, and we apologize if this message did not reach you. If you have any questions about your order or need further assistance, please don’t hesitate to contact us—we’re here to help. Sincerely,

Hello Tom, Thank you for sharing your experience. We’re sorry to hear you weren’t able to reach us immediately when you needed assistance. However, we’re glad our team received your messages and have already followed up to help resolve your inquiry and they are working with you to ensure your concern is fully addressed. We’re available throughout the week via chat, email, or phone, and we’re happy to assist further if needed. Best Regards,

Hi William, Thank you for reaching out to us, and we apologize for the frustration you've experienced with both the inability to cancel your order and the service you received during your call. We’re happy to confirm that the requested order has been successfully canceled, and the other order is in the process of being returned and refunded. If you have any further questions or need additional assistance, please don’t hesitate to let us know: we’re here to help! Providing friendly, efficient, and supportive service is our priority, and your feedback is invaluable in helping us improve. Thank you again for your understanding and for giving us the opportunity to make things right. We value your trust and hope to serve you better in the future. Sincerely,

Hi Tiffany, Thank you for taking the time to share your feedback with us. We sincerely apologize for not being able to send your gift card in a timely manner, but had a technical issue generating and distrbuting electronic gift cards and it took a few days to get this fixed. Your satisfaction is important to us, and we’re working to ensure that any difficulties like this are resolved promptly to provide a better experience in the future. Sincerely,

Hi Dwight, We're sorry to hear you are experiencing an 'annoying quirk' with one of our products. Our Review channels are all real and will publish as long as the language is civil and the review pertains to the product. We could not find any account with activity that matches the name on this post, so would recommend reaching out to our Product Support team via email, livechat or phone to share your concerns, and we're confident we'll be able to help you get up and running. Best Regards,

Hi Charlie, We're sorry to hear you've been having issues getting a problem with an order resolved. There aren't enough details to identify your account through this review, but we have used the platforms "request information' feature to get this, then we should be able to help resolve this and get you squared away. Sincerely,

Hello David, Thank you for your interest in our software. RealFlight 9.5 has been discontinued for more than two years, and we no longer have it available for sale as it is no longer being produced. Our current software is priced the same as previous versions, and we have transitioned to offering digital distribution only to keep up with the demands of today’s digital world. We have a variety of video tutorials that guide you through setting up the software on a new computer, from initial purchase to full use. Additionally, our dedicated support team is available throughout the week to assist you directly with any issues or concerns you may have. Please don't hesitate to reach out if you need any help. Sincerely,

Thank you for reaching out to us. We apologize for the inconvenience caused by the delay in the delivery of your order. While your order has been shipped, there may have been unforeseen delays during the delivery process. Unfortunately, we are unable to send out a replacement while your order is still in transit. We kindly ask for your patience and understanding as it may take a few additional days for the delivery to arrive. We have requested more information from you via this sites messaging to be able to locate your account so we can monitor the shipping progress of your order. If the order does not arrive within time allotted, we will of course initiate a refund. We truly appreciate your patience, and if you have any other questions or concerns, please don’t hesitate to contact us. Regards,

Hello AJ Barto, Thank you for sharing your feedback, and we’re truly sorry to hear about your long wait time on the phone, as well as the inconvenience caused by the items being unavailable. This is not the experience we want our customers to have, and we regret that you felt your time was wasted. We hope we can have the opportunity to regain your trust in the future. Sincerely,

Hello Tessa, Thank you for your feedback. We are truly sorry to hear about your ordering experience, and we completely understand the frustration of expecting accurate delivery details only to find out that your order will not be arriving within the expected time frame, and we sincerely apologize for this oversight and for being unable to meet your expectations. Your feedback is invaluable, and we are taking steps to address the issue so that this doesn’t happen in the future. Thank you again for your patience and understanding. If you have any further questions or need assistance, please don’t hesitate to contact us. Best regards,