Hobbytown USA

I have no proof that they...

came to my home.  They didn't call me or leave any documentation.  What was the problem? How did they resolve the problem? It's been raining and I still see where the bathroom ceiling is getting wet.  Can they provide the Revdex.com and me documentation as to what the exact problem was/is and how it was resolved.  They never return my phone calls and if they were truly trying to resolve the issue, they would have called me back to arrange a time where I could show themail the area where my ceiling is receiving water damage.  They submitted no proof of the repair and there is no way that this can be closed. Can they provide the date/time of when they repaired the damage and documentation that explains what the issue was and what they did to resolve it. 
 Complaint: [redacted]
Regards,
Eric [redacted]

Revdex.com spoke with the business. The unit the customer purchased was priced correctly. The unit she wanted is no longer being made and the only way to get those is to order from another store that still had it in stock. The customer was aware of the price at the time and elected to continue the...

purchase as such no refund or price adjustment will be made.

Response: The receipt clearly states Exchanges given within 30 days with original receipt. NO CASH OR CREDIT CARD REFUNDS. There are signs at the front counter as well. We offer exchanges or store credit in the form of a gift card. Hobbytown is a franchise and each location has their own return...

policy. If we did not have in stock what the customer wanted, we would have gladly ordered it for them. All of our employees know the policy and state that when asked. We have had this policy for 23 years.

Revdex.com spoke with the business. The unit the customer purchased was priced correctly. The unit she wanted is no longer being made and the only way to get those is to order from another store that still had it in stock. The customer was aware of the price at the time and elected to continue the purchase...

as such no refund or price adjustment will be made.

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]

Thank you for contacting our store with your concerns. I 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 first. The email address...

that is posted on the HobbyTown website for our individual store was incorrect. I have been in contact with our corporate headquarters and have had them put the correct email address on the site. Thank 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 experiencing. Please feel free to call our store and speak directly to the manager. My name is Daniel, and I am in the store Mon - Thurs 11am to 8pm every week. I 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 conversation. If 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 - ###-###-####

To whom it may concern,  Customer purchased item mentioned in complaint on February 15, 2014 from Hobbytown USA. On March 23, 2014 customer returned desiring a refund for an item they had purchased well over a month ago, and did not have a receipt. I made an exception, offering the...

customer store credit. Store policy states, " Exchanges or store credit with original receipt and original unopened packaging only. No returns after 30 days." As a manager, I followed store policy, and even made an exception by giving store credit without a receipt. Although, I will grant the customers request and give them a cash refund. I apologize for any inconvenience and hope to resolve this issue. Sincerely,    [redacted]

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,

Review: I was at the Fredericksburg, Va on December 21st to purchase a [redacted]. While looking at the car I told the gentleman in the store it was priced cheaper online. He pulled it up on line and said the cheaper version as a "Brushed" version and not "Brushless" After getting home and looking up the information on the HobbyTown USA website, the car was priced at $329.99 online and sold for $339.99 in the store. I am upset that I was deceived in the store when the lower price was for a "Brushed Version". When I inquired with the store I was told the cheaper version was discontinued and no longer available; however the cheaper version was NOT discontinued and still offered for sale on the website.Desired Settlement: I want to be refunded the difference is price for their deceptive measures.

Business

Response:

Revdex.com spoke with the business. The unit the customer purchased was priced correctly. The unit she wanted is no longer being made and the only way to get those is to order from another store that still had it in stock. The customer was aware of the price at the time and elected to continue the purchase as such no refund or price adjustment will be made.

Consumer

Response:

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,

Review: I purchased a venom battery pack from hobby town usa about 2 months ago,I had many problems with it from the purchased date it was over charged and I called hobby town usa an asked to speak to the manager on duty which is CB as he calls himself he then told me I needed to do go to venom support website and activate my warranty which I followed the instructions that was giving from him. Then from there I received an email from venom saying I needed to upload 3 pictures so I had to go way back to hobby town where I then met with CB the manager and took the following 3 pictures. After that I returned home to email venom the 3 pictures no sooner did I receive another email saying I needed to go back to hobby time again because the pictures I sent them was insufficient. I have also called leaving numerous message and emailed them on plenty of occasions i'm very unsatisfied with how they do business THE FOLLOWING VENOM IS A PART OF HOBBY TOWN Thanks any questions or concerns please feel free to call [redacted]Desired Settlement: I would like it to either be replaced or compensated for it. I will no longer due busness with that store ever again.

Business

Response:

We received the subject complaint and offer the following explanation.

The customer purchased the subject battery more than 90 days before coming to the store to present his warranty claim. We handled his claim in accordance with the manufacturer warranty policy. We regret that the customer was unhappy with the manufacturer's decision, but we are bound to abide by it.

Our warranty policy and procedure is clearly posted in our store, on the customer's receipt and in the product instructions. We always make every effort to assist customers in warranty claim processing and in most cases, handle the claims on the spot. This case was different, as the product had significant use and the manufacturer decide the product was operated outside of the guidelines set forth in the operating manual.

Review: Owner would not honor $8 discount on a purchase of at least $40. He stated he did not send out the offer but that it was sent by "corporate" . The text of the email is below. I have attached the graphic which contained the discount code. The item I had intended to purchase cost $49.Happy Birthday! Celebrate with $8 Off Your Purchase of $40 or MoreView this email online HobbyTown USAR/CGamesRailroadModelsPaintsToolsRocketsEducationalIndoorOutdoorHappy Birthday!FOLLOW HOBBYTOWN ON THE WEBFacebook Twitter YouTube [redacted] East [redacted]Enjoy a $8 discount off your purchase of $40 or more when you present this email to cashier at checkout. Offer expires 30 days after send. Cannot be applied to a previous purchase or used in combination with any other offer.To unsubscribe, click here. View our Privacy Policy.Desired Settlement: Honor discount.

Business

Response:

I do not accept coupons that I do not generate. I did not send this coupon. This event is equivilant to printing money on your computer and expecting the retailer to take it. I have never generated birthday coupons in the 7 years we have been open.

Consumer

Response:

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.

Business

Response:

My name is [redacted] and I am the Vice President of Marketing for HobbyTown. This case has been brought to my attention by [redacted], 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 [redacted]’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 [redacted] or by phone [redacted].

Consumer

Response:

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

Review: I purchased a new Blade 180 cfx helicopter from Hobby Town on 11/07/2014 for a total cost of $260.00. I was pleased with the purchase price, however when I got home and took the object out of the box, it was found to be defective. I called and talked to the owner ([redacted]) to get a remedy for this such as a replacement that I knew he had. He was unwilling to exchange my defective unit for another in the store and told me to contact [redacted] for repairs/parts as they [redacted] (distributor of said unit) would not help or work with him with replacements. I agreed to contact the distributor personally for help and found them to be somewhat helpful. In my conversation with [redacted] found out that they would in fact honor a refund and would exchange the defective unit to Hobby Town. The [redacted] representative also told me that [redacted] at Hobby Town was unwilling to help in anyway. I have made purchases from this Hobby Town store that equal into the thousands of dollars. I believe a store has the right to their policies, but at the same time also should be responsible for some post sale courtesy. As it now stands Hobby Town has my $260.00 and I have a defective helicopter that I cannot enjoy for about a month due to the shortage of parts from the manufacturer. Yes I was disappointed at first but was willing to adhere to store policy. But now having to wait a month before I can use this (NEW) product when the store could have been a lot more helpful in resolving this matter and would have been reimbursed from [redacted] I am a little more than disappointed and I believe people should simply be aware of this particular stores after sales practices.

Business

Response:

We are saddened that Mr. [redacted] believes he was not helped by [redacted]

or HobbyTown USA. Mr. [redacted] did enter

our store on November 7, 2014 and did purchase the Blade 180 CFX helicopter for

a grand total of $260.87. However,

before he left the store the product was opened and examined. This was done by opening the box and

inspecting the unit, a practice we have at HobbyTown USA to prevent issues for

the customer. It was found to be free of

any defects and broken parts from the manufacturer, and this was agreed upon by

both Mr. [redacted] and the Assistant Manager, [redacted]. When Mr. [redacted] called the following morning

he reported that the item was broken and defective. As this was not the state of the item when it

left the store, the broken parts were not covered by the store. We suggested that Mr. [redacted] provide a list of

the broken parts and we would warranty them through the manufacturer, however

he refused. Therefore, we advised him to

call the manufacturer directly via their customer support number which was both

the fastest and most reliable way of satisfying the customer. [redacted] spoke to the manufacturer on Mr.

[redacted]’s behalf to let them know that he would be calling and they were more

than willing to work with Mr. [redacted]. We are very sorry that this has caused Mr.

[redacted] disappointment. We feel that this

was the best way to assist him in resolving this incident.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,