“When Customer Service Takes Flight-and Crashes: My Horizon Hobby Horror Story…”[Background]On 4/24/25 at 10:15, I was at RISE Indoor Sports when, in desperation, I contacted Nick at Horizon Hobby. This was not an isolated case—of the four Mike T foam airplanes I’ve owned, all have been defective. Most recently, the propeller on a supposedly new Sport Cub S fell off right at takeoff during its maiden flight. My wife and a group of kids witnessed the propeller literally falling off mid-air, which was both embarrassing and frustrating.Based on this repeated experience, I strongly recommend caution when purchasing foam airplanes from Horizon Hobby due to consistent quality control issues. Thanks so much for your assistance, Nick; it is greatly appreciated.[Concern]On April 17, 2025, I spoke with Mike T from the Elite Loyalty Office at Horizon Hobby. My name is Joseph Todaro, I am 77 years of age, and a U.S. Army Veteran.When I unboxed my new Sport Cub S UMX RC airplane (third one of four) from Horizon Hobby (Mike T), I immediately saw it was unusable-the wiring harness was jammed inside the cargo bay and appeared glued to the fuselage, making it impossible to fly. I've taken clear, professional photos of the problem, which I've posted in my Google Review.This isn't the first time I've received a damaged or incomplete product from Mike T at Horizon Hobby. I was furious and extremely frustrated. When I called Mike T, his attitude felt dismissive, arrogant, and disrespectful. He gave me only generic, scripted responses. After 40 years at IBM as a Senior Software Engineer, I know this level of customer service would never have been tolerated in my field.Mike's quick, canned answer-basically, "We don't build them, we just sell them" —tells me Horizon Hobby has no real quality control. At the very least, Horizon Hobby should randomly inspect every ten to fifteen foam products for quality before shipping.This experience has made me reconsider shopping with Horizon Hobby, unless Mike T is not involved in my customer service. Otherwise, I’d gladly give my business to AMain Hobbies, as I have before, just to avoid dealing with Mike T. I didn't even mind paying a bit more for shipping, and the planes I bought from AMain Hobbies were high quality and problem-free. I love my AeroScout S 2 1.1m from AMain Hobbies.I hope Horizon Hobby takes these concerns seriously, because customers deserve better.Joseph TodaroRISE Indoor Sports, NCDate of experience: April 17, 2025
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