Hobbytown USA

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

Response: The receipt clearly states Exchanges given within days with original receiptNO CASH OR CREDIT CARD REFUNDSThere are signs at the front counter as wellWe offer exchanges or store credit in the form of a gift cardHobbytown is a franchise and each location has their own return policyIf we did not have in stock what the customer wanted, we would have gladly ordered it for themAll of our employees know the policy and state that when askedWe have had this policy for years

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the resolution of a cash refund would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Please let us know whether or not the business is planning on mailing the refund or if we need to stop in to their location to receive the cash refund.Thank you Regards, [redacted]

Thank you for contacting our store with your concernsI would like to apologize for the inconvenience you have been dealing with both with the product you purchased, and the fact that you were unable to contact us via email I would like to explain the email situation firstThe email address that is posted on the HobbyTown website for our individual store was incorrectI have been in contact with our corporate headquarters and have had them put the correct email address on the siteThank you for informing us of that error As far as your concern with the RC car that you purchased, we will be more than happy to help you with the problems that you are experiencingPlease feel free to call our store and speak directly to the managerMy name is Daniel, and I am in the store Mon - Thurs 11am to 8pm every weekI will be able to get a solution to the issue when we get to talk Due to the level of technology in todays hobby grade RC cars, I may be able to have your car up and running in just a few minutes of a phone conversationIf it is something that is truly a manufacturer defect, the company that made the car is responsible for any warranty work/ replacement that may need to be done I look forward to working with you in the near future to resolve any issues Daniel H HobbyTown - SouthPoint, OH Phone - ###-###-####

[redacted] the [redacted] has already been out and taking care of the problem, maybe Mr [redacted] wasn't aware that when [redacted] came out there but it has been addressed, thank you and you can call me anytime at [redacted] and my name is [redacted] thank you

Purchase was not acceptable and sales rep misled now no refund given I purchased two rock crawlers for my grandsonsThe boxed showed them being powered a rechargable batteryThe sales rep even told me to charge them for hours to get the proper chargeOnce home and open it was discovered they were powered by AA batteriesWe contacted the store and we told they could give us credit but no refundThey don't have anything comparable without out spending more money

I am the owner of HobbyTown and this is the first I am hearing of this problemAs soon as I received this complaint I started trying to call the customerI left several messages and emailed timesAfter days I was finally was able to speak to the customerI explained that there are multiple
things that could have happenedI asked her if she could bring the R/C car, batteries and charger up to the store so that we could check into what caused the problemShe said that she should be able to bring it in over the weekendI explained to her after hearing the story that it could be a speed control problem and if the speed control went bad that I would call the manufacturer and see about getting it replaced for herShe stated that she did not want to put any more money into the carI explained that if there was a defective part on the car that the manufacturer would cover it, there would be no charge to herI am responding to the complaint on Monday eveningAs of yet customer has not brought in the car

My name is *** *** and I am the Vice President of Marketing for HobbyTown. This case has been brought to my attention by *** ***, Owner/Operator of the Folsom HobbyTown store. I can confirm that the Folsom store does not participate in our National Marketing Program and the customer filing the complaint should not have received the email offer. I will need to resolve why this happened, this was a mistake from the corporate office. In any case the ***’s had not asked for this email to be sent and were not aware that the customer had received the offer prior to the customer visiting the store. If there are any other details you need, or anything else I can do to help resolved this situation please feel free to contact me directly, I can be reached via email at *** or by phone *** ***

To whom it may concern, Customer purchased item mentioned in complaint on February 15, from Hobbytown USAOn March 23, customer returned desiring a refund for an item they had purchased well over a month ago, and did not have a receiptI made an exception, offering the
customer store creditStore policy states, " Exchanges or store credit with original receipt and original unopened packaging onlyNo returns after days." As a manager, I followed store policy, and even made an exception by giving store credit without a receiptAlthough, I will grant the customers request and give them a cash refundI apologize for any inconvenience and hope to resolve this issueSincerely, *** ***

text-indent: 0px; text-transform: none; white-space: normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px;">I am in receipt of your letter containing the above reference complaint from Mr*** ***I am happy to address his concernsFirst of all, Mr, *** is correct that any defect with the helicopter he purchased that was not caused by a crash would indeed be covered under warrantyI personally inspected the helicopter and found the motor in question to initially work fine but after a moment began to "sputter"An issue like this, where the motor does work, but may be "glitchy" is often caused by low battery. I checked both batteries and they were both very near drained, so I fully charged them and again tested the helicopter. As anticipated, the helicopter operated fine for a test lasting well over a minute, indicating the issue seemed to be identified and corrected. If there was a broken or missing tail fin, that would have been an oversight on my part and certainly would be remedied at no cost to Mr***As for him not being contacted to pick up the helicopter, that would be my fault. If I recall correctly I worked on this unit early in the morning before the store opened and generally do not call customers before 9:00. I believe I set it in our back room where we keep repaired items and forgot to contact him later in the dayI called Mr*** yesterday morning, "03-29-15" and left him a message that it was my understanding that the unit was indeed working properly, as I had not heard anything to the contrary prior to him contacting the Revdex.com. I also indicated in my message that if it was not working, we will repair or replace under warranty, or refund his money if that is what he wantsOf course we will look at the unit upon return to verify it is in the same condition as when he picked it up. As of this morning, 03-30-15 I have not heard back from Mr***I am more than happy to resolve Mr.*** concerns pertaining to his purchase of the helicopter in a manner that is acceptable to him, and am disappointed I did not have an opportunity to discuss this with him before he contacted the Revdex.comRespectfully,
*** ***, Owner, HobbyTown USA, Green Bay, WI

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Absolutely AWFUL to do business withThis business operates in Longview and Tyler under what appears to be the same ownerYelp also has nothing but negative reviews and after doing business with them for Christmas I can see whyThey do not offer any kind of customer support at allThey only care about you if the money is flowing out of your pocket, after that, if you need help....you are on your ownbought several items from the store in LongviewOne item, a very expensive piece of RC hardware, did not workThe store would not help me get a new itemHad the box and receipt, no service at allTold me to call the manufacturer myself and try to figure it out with themTold me they do not stand behind what they sellTold me they will not return, exchange, or repair anything they sell, everToo bad I paid in cash, if I had used my Amex I would have been able to get a creditEven a crappy on-line retailer will offer an exchange on a defective product.....and people wonder why customers "showroom" storesI will never buy anything from these so called retailers againI will come in to touch, try, play with, handle, and ask questions about products...they I will go on line and buy it from someone else; someone with customer support after the saleYou should do the same, never give them your money, it's a waste...instead make them waste their time on you

I do not accept coupons that I do not generateI did not send this couponThis event is equivilant to printing money on your computer and expecting the retailer to take itI have never generated birthday coupons in the years we have been open

Purchase was not acceptable and sales rep misled now no refund given
I purchased two rock crawlers for my grandsonsThe boxed showed them being powered a rechargable batteryThe sales rep even told me to charge them for hours to get the proper chargeOnce home and open it was discovered they were powered by AA batteriesWe contacted the store and we told they could give us credit but no refundThey don't have anything comparable without out spending more money

I am rejecting this response because:The owner needs...

to contact the originator of the email which contained the birthday discount code and the Folsom store address. The email address was [redacted] As a customer that has used discounts at the Folsom store before I could only assume that this one would also be honored. Currently I have no way of knowing which coupons will be honored until I get to the checkout register which is ridiculous and embarrassing when a coupon is refused. Sending out coupons to encourage business and then have the coupon rejected by the store owner has just the opposite effect. I doubt if I will shop at the Folsom store again.

[redacted] did seek services at my Salon on 6/25/16. One dog, (male) had an ear infection that we noticed during the grooming process. No problems were noticed with the other dog (female) during grooming or at checkout. During the only contact we have had with her on 7/7/16 [redacted] stated that in...

the days that followed, she sought medical attention from her regular Vet for the dog with the ear infection. During this time the female dog was squinting and looked at by the Vet at the same time. She was told it could possibly be a scratch from a hair during grooming process. [redacted] did nothing for the dog at this time, nor did she contact us. She sought out an appointment at [redacted] with a eye professional. This appointment was not available for over 2 weeks but she did get an appointment in 12-13 days after dog left my care. Now fast forward through 2 weeks of NO care for the dog. Dog is possibly rubbing her head and eyes on floor, cabinets, or cage. Again, NO TREATMENT FOR DOG OR CONTACT TO US. Now [redacted] says dog has an "Occlusion" or in layman's terms an abrasion on the eye and a "Severe"  eye infection. How could we possibly be liable for none treatment after 2 weeks.The only communication I had was on 7/7/16 with [redacted]. She gave me all of the above information during this phone call. She also stated that she would "Ruin" my business. She would reverse the charges on her card. To that I stated that that would be "Theft of Services". [redacted] posted a scathing review on my Company [redacted] page and posted a picture of said dog sitting on the couch. This has been removed and she has been "Blocked".  On Tuesday, I will review all sites where she could possibly post negative reviews and gather my evidence as such.  I have spoken to my attorney and will proceed to sue her in Small Claims Court for any amount that she tries to reverse and monetary damages for Viral Slander across the Internet along with charges for my additional time on this matter plus Attorney's fees and Court Costs.I am asking you to remove this post on my behalf for lack of communication and lack of  treatment of said eye Injury based on her neglect. I will be back in the office on Tuesday 7/14/16 if you would like to call and discuss or I will read email reply then.

[redacted] the [redacted] has already been out and taking care of the problem, maybe Mr. [redacted] wasn't aware that when [redacted] came out there but it has been addressed, thank you and you can call me anytime at [redacted] and my name is [redacted] thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the resolution of a cash refund would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Please let us know whether or not the business is planning on mailing the refund or if we need to stop in to their location to receive the cash refund.Thank you.
Regards,
[redacted]

The customer purchased an inexpensive toy rc vehicle, which should be covered by a manufacturers warranty and as stated on signage clearly posted at all registers and all receipts once a toy is opened and used they are covered by that manufacturers warranty. As a courtesy we provided them with one...

replacement at our cost and refused them on the second. We hadn't had any problems with this companies products in the past, and while trying to explain this I was called several vulgar words and for some reason compared to [redacted]. What was explained in their letter is totally made up and after being in business for 25 years we have never treated anyone with that kind of disrespect ever. We did tell them that we couldn't do anything for them and I did refuse her call because everything I had to say was not what she wanted to hear and I couldn't seem to convince her otherwise. I have called the number listed on the letter and I am offering to take the product back and offer a full refund so we can wash our hands of these customers. Thank youBobHobbytown Oshkosh