Incomplete Order, No Notification, and No Accountability from Horizon Hobby
I placed an order with Horizon Hobby that included two related items, a vehicle and a motor intended to be used together. The motor shipped immediately, while the vehicle remained on backorder for several months with an expected ship date shown. At no point was I notified of any issue with the vehicle. After waiting months, I logged in myself to check the status and discovered the item had been discontinued and would not be fulfilled. This created a situation where the motor I purchased specifically for that vehicle was no longer usable for its intended purpose. When I contacted customer service, they acknowledged that I should have been notified, but ultimately refused to provide any resolution. They repeatedly cited a strict 30 day return policy, even though their own delay and lack of communication prevented me from acting within that window. Their policy does not address backorders, cancellations of open orders, or customer notification requirements in these situations. Despite that, they applied it rigidly and declined to make any exception. The end result is that Horizon Hobby cancelled part of my order months later without notice, and then refused to stand behind the rest of the transaction, leaving me with a product I purchased in good faith but cannot reasonably use. Customer service was dismissive and unwilling to escalate beyond scripted responses. I would not recommend doing business with this company based on this experience.