HobbyTown USA

Reviews 3

CL

Cliff Dunham

I own a retail business, so when I see poor customer service, it really bugs me. After two poor experiences with this store, I wont be returning. First of all, their return policy is stuck in the 80s. I didnt have to deal with it directly (luckily), but it seems only unopened items can be returned. They make it clear that if your item is defective, you have to handle it with the manufacturer directly - this is completely outdated. "Its your problem" is not providing customer service by any means. As the owner of a retail store myself, it is standard practice to accept the return or replace the customers defective unit, and then deal with the manufacturer. Customers should never have to do this, and I see several reviews claiming this is what happens. Regarding my experience - I went into the store looking for assistance with an RC battery. There is a fellow in the RC department who was wearing a beanie both times I was there. The first time, he was alongside a kid about 12 years old. Im not experienced with RC batteries and rather than take the time to be helpful and explain things to me, the way they spoke to me made me feel like a complete idiot or that my questions were dumb. I ended up buying a battery charger for my current battery and left, not feeling very happy about the situation, but glad I was able to get something out of it. Turns out - I had to return the charger because it wasnt the quality I was looking for. After being told to return the charger to the RC department, I grimaced as Mr. Beanie was the only one there. Sure enough, same unfriendly demeanor. "You cant return electronics......" he said. What? I never would have shopped there if I had known this and asked where it said this. He pointed to the return policy sign hanging above the checkout, and then to a tiny 3" x 5" handwritten index card taped to the inside of one of their many glass display cases. Well - I read the return policy and sure enough, nothing about electronics on there. And frankly, you cant expect your customer to see a discreet index card inside your display case. Not to mention the "no returns on electronics" is again, completely archaic. He took my charger and walked away not saying anything...again I felt like an idiot and didnt know whether to follow him or wait. I decided to wait and he brought back a manager/owner. The owner actually did end up processing the refund for me, so Im giving 2 stars instead of 1. I would suggest to the owner to educate your employees on customer service, particularly Mr. Beanie. A friendly and helpful staff goes a long way. Lastly, join us in the 21st century and offer a real return policy. Small niche stores are very important and are losing ground to the Wal-Marts of the world, but honestly Wal-Marts return policy and customer service was better than what I experienced in your store. UPDATE: This businesss response just further exhibits their poor service. Instead of reaching out to resolve the issue by helping or apologizing, they waive off the complaint. Frankly, sir, your staff was very rude to me and you as the owner need to take responsibility for that and train your staff how to be friendly. It looks like many, many other reviewers here agree that the staff lacks in service and repeatedly speaks down to customers. Yes, you accepted the return and I appreciated that, but I still felt mistreated by your employee both when I purchased the item and when I tried to return it by how he interacted with me. Unfortunately, your response has further made me lose confidence in your services and I feel obligated to change my review back to one star. Again, please address the customer service issues and listen to your customers. Most of the reviews on here describe the same experience I had.

TI

Tim Alderdice

I own a Blade 350QX3 Quadcopter and have had it for about a year and a half. Recently I found out that there was a graphic user interface that you can connect the quad to. I had flown the quad a couple of weeks ago with no issues and took some video with my CGO2 camera on the quad, which turned out great. The problem was that I could not get the quad to recognize the GUI on my macbook air. I tried everything. After three consecutive days on the phone with both apple and horizon hobby for tech support, I was really frustrated because now not only my quad wouldnt work but the GUI would not work as well. I could not even get the quad to bind or get a GPS lock on the quad. After calling Hobby Town the next day the guy I spoke to said that I know exactly what the problem is your pins are bent on the cable where the GPS connects to the quad. He said that he has seen it about 7 or 8 times. If dont know the technical name of the wire inside the quad, but it also connects to the USB cable used for firmware updates, which I could not get to work as mentioned earlier. Hoping that the guy at Hobby Town was correct, i took my quad in over lunch hour a couple of days ago and sure enough, he looked at the pins on the wiring under a microscope and said they were bent. He than proceeded to fix the pins and within one minute had the quad binding and within a few minutes we were flying the quad out back of the store. I was impressed with the customer service their and could not believe it was something that simple that prevented the quad from binding and also prevented me from connecting to the GUI on my macbook air. This is an awesome store with A+ customer service. I am in the military and was in uniform, I offered to pay them, but they would not take money because he said that he would not charge me for the service since I was in uniform. Awesome store and thanks for fixing my quad and ending my frustration with the GUI.

RY

Ryan Ledbetter

Ive never reviewed any business online before and Ive never been to this store prior to yesterday. Most of the staff at this place is the most curt, arrogant and unhelpful bunch Ive come across in years. To be fair, a taller more seasolned gentlemen in the back was helpful and understanding during trip number two. But generally, do not expect help once they have your money. Due to inexperienced staff, our third trip to the store to finally make our new Traxxas Slash work was met with nothing but bad attitude, condescension and curtness by the service staff; and the store was not busy. When I complained to the cashier while asking about other hobby shops so we could avoid this one, he couldnt have cared any less to loose business or remedy an unhappy new customer. Looking at the owners responses to many such concerns, it seems the owners moto is that the customer is ALWAYS wrong and/or making excuses for the horrible treatment of customers. My advice, go to Amazon and avoid the rude attitudes. We are new to rc cars and will be enjoying the hobby with my young kids for years to come....however, Ill never spend another dime in this undeserving establishment. Particulary sad is that my son saved for months for this purchase and Hobbytown Castleton robbed most of the joy from his experience.