Buyer Beware
**Update: Since posting this review, the company reached out directly to resolve the situation. I appreciated the effort they put forth to make things right, and wanted to reflect that here for anyone reading this.** I recently placed an order through the Axial Adventure website. After several days without hearing anything from the company or seeing a charge on my account, I placed the same order again (on May 4) because I believed my original order had not gone through and I was hoping to receive it in time as a birthday gift. From the date of my first order until May 12, I received no communication from the company. Then, on May 12, I unexpectedly received an email stating that my orders had shipped. This was the first indication I had that either order had actually been processed. The charges for both orders did not post to my bank account until May 13. As soon as I realized there were two orders (on May 12), I tried calling the company but was unable to reach anyone. I then contacted customer service through their online chat and explained what happened. I asked whether one of the orders could be canceled, but I was told that both had already shipped and that I would have to return one after it arrived. I was also told that I would be responsible for the return shipping costs. I asked whether the company would provide a prepaid return label given the circumstances. They refused and insisted that I pay the return shipping myself. What was most frustrating was that no one disputed the fact that I had never received an order confirmation. In fact, I was told the company could not verify whether its system had even sent confirmation emails for either order. Rather than addressing the lack of communication, I was advised to take a screenshot after placing an order on their website. While that may help future customers, it did nothing to resolve the problem I experienced. Because I was traveling over the summer, it took me longer than expected to return the duplicate item. When I reached back out, I was told that more than 30 days had passed and that the return policy would not be waived. After multiple attempts to reach a fair resolution, the company's final response was: "You may sell it locally if you are intent on not keeping it." That response perfectly reflects the level of customer service I received. I wasn't trying to return an item because I changed my mind. I was trying to resolve a duplicate order that resulted from receiving no confirmation, no communication for many days, and no bank charge until after I was notified that the orders had already shipped. Based on my experience, if something goes wrong with your order, don't expect Horizon Hobby to work with you toward a fair resolution.