Hobby-Lobby Service - EXCELLENT

ScYcS · Jul 20, 2009, 02:13 PM

Well, here is my little story with Hobby-Lobby.

I don't even want to make this a novel or anything, just want to let you guys know that Hobby-Lobby is first rate in my book for customer service.

I recently ordered and bought a F5E Tiger RTF Jet (made by J-power) from HL. The plane arrived and i assembled it only to find out that 2 servos were only working in one direction, 3 of the 4 control linkages were broken and the battery didn't discharge satisfactory (or the motor not performing as well as it was supposed to, but more on that later). I contacted HL via their webinterface and didn't receive an answer for 4 days. I today proceeded to send another support ticket and was promptly greeted with an answer from Jay with an apology that my previous support ticket was not answered and that he would take care of my problem.

Well what started as an irritating problem with my RTF turned totally around into one of the best customer service experiences i ever had in the business. Being my first order from HL, they certainly gained a customer for Life today.

Not only are they replacing the Servos, Linkages and the battery (as i suspect the battery is the culprit for the lack of power - i don't have a comparable at hand to test), no, they also will replace the motor as it's not 100% clear whether it's the Battery or the motor at this point!!!!

KUDOS to Jay and Hobby-Lobby and the good word travels far is all i can say. Not only here but also my friends will hear about this very good experience and will most likely bring in some new customers.

KrazyKyle · Jul 23, 2009, 12:17 PM

I also recently bought a J-power A-7. The fan was misinstalled at about a 15° angle, resulting in the fuselage being split. I entered a claim online and Rachel in the returns department handled my claim very quickly.

I think HL might be having problems due to inadequate quality control from their suppliers. This plane didn't show any damage to the box, shippping carton, or any other part. I can only come to the conclusion that it left the factory this way (I can't imagine how this fault could even happen!). Anyway, Hobby-Lobby responded quickly, and to my experience, stand behind their products.

southernmd_man · Jul 30, 2009, 08:59 PM

I've been dealing with H-L for about 4 years, and have nothing bad to say about them what so ever. The beginning for the year I ordered an ALFA LA-7 that was delivered badly crushed, and they replaced it with no questions asked!! They said to keep the crushed one, so I got an extra wing, water slide sheet, cowl, battery hatch and servo items. Top notch service!! My only complaint, and 99% not their fault, suppliers I'm guessing, is waiting for the J-Power airframes to be restocked.

Flyboone · Jul 31, 2009, 11:45 AM

J-Power Airframes came in today! They should be available for sale this afternoon after we've entered them into the system.

Thanks,
Jason Cole
Hobby Lobby

lenrev · Aug 01, 2009, 12:30 PM

I must have caught them on a bad day! Their reputation is among the best but they had me worried for a bit.

Ordered a Park Zone Sukhoi using Paypal with credit card (my mistake) and three batteries. Got a confirmation showing the batteries backordered. The site had shown the plane as in stock.

Two days later I get an email that the plane shipped and the batteries are backordered. Get a package same day containing the batteries, no plane.

Look up their phone on the web site and call. Get a message that the number is disconnected... three times. Use the number on the email and a FAX answers. Try to trace the shipment with the order number on the invoice and it returns as an unknown number.

Finally get someone using the chat feature at their site and am told they ran out of stock the day I ordered and there is a 3-4 week backorder. Since I used Paypal with a credit card they were paid in full immediately and the wait begins.

I guess this was just a series of flukes but I've learned not to use Paypal with the credit card when buying multiple items.

WTFLYR · Aug 01, 2009, 02:11 PM

Quote:

Originally Posted by lenrev

I must have caught them on a bad day! Their reputation is among the best but they had me worried for a bit.

Ordered a Park Zone Sukhoi using Paypal with credit card (my mistake) and three batteries. Got a confirmation showing the batteries backordered. The site had shown the plane as in stock.

Two days later I get an email that the plane shipped and the batteries are backordered. Get a package same day containing the batteries, no plane.

Look up their phone on the web site and call. Get a message that the number is disconnected... three times. Use the number on the email and a FAX answers. Try to trace the shipment with the order number on the invoice and it returns as an unknown number.

Finally get someone using the chat feature at their site and am told they ran out of stock the day I ordered and there is a 3-4 week backorder. Since I used Paypal with a credit card they were paid in full immediately and the wait begins.

I guess this was just a series of flukes but I've learned not to use Paypal with the credit card when buying multiple items.

That's really unacceptable. If you buy stuff as a package that was represented as in stock, and it turns out not to be in stock (just happened that day is irrelevant) then the are required through common decency to ask you if you still want the order as a backorder. Shipping a partial order in that case, comes across as a way to push you to not cancel, and accept the backorder whether you want to or not.

I really hope they are listening. Answers that contain excuses are better left unposted. I have not bought in quite some time due to these issues, as I flat out have bad luck, and always seem to be that 1 out of 1000 that gets the problem. There are things I want, but I have held back.

Flyboone · Aug 03, 2009, 11:48 AM

We are listening and working to improve the customer experiences. Once all our new system features are working 100% things like this will be easier. Things are running pretty smoothly right now. There will be some cases on hot items where it sells out quickly and people are still ordering before the site updates.

We do appreciate the feedback and will constantly be improving for our customers. You guys are important to us.

Thanks,
Jason Cole
Hobby Lobby

lenrev · Aug 03, 2009, 01:32 PM

I can understand that these things happen. If I had simply used my card rather than the PayPal route I could have cancelled the plane order. It was really painfull finding a Sukhoi at my LHS, at the same price! Now I pay shipping AND wait 3-4 weeks! We do learn.....slowly.

surflyer · Aug 04, 2009, 11:59 AM

Made no difference to me.
I paid with credit card on an "in stock" basis.
I was advised a few days later that the item was not "actually" in stock.
See my thread "The Backorder Thing"

Oh well!

ScYcS · Aug 12, 2009, 09:05 AM

Got another GREAT experience with them. Ordered a plane and 4 screws and 2 plastic parts were missing from the kit. All i asked for was to send me the missing parts and it turns out they are sending a whole new kit.

I can't say enough good things about this kind of service.

max911 · Aug 12, 2009, 11:30 AM

Yeah, maybe they shuold respond to unanswared posts first. That will make a good start.

WTFLYR · Aug 16, 2009, 12:12 AM

Quote:

Originally Posted by ScYcS

Got another GREAT experience with them. Ordered a plane and 4 screws and 2 plastic parts were missing from the kit. All i asked for was to send me the missing parts and it turns out they are sending a whole new kit.

I can't say enough good things about this kind of service.

If this is not what everyone can expect, than what is the point to it. I would not expect HL to send free planes to everyone who gets one with a missing screw, let alone that we (public) can't confirm if it was really missing (not calling you a liar as I don't think you are, just being realistic). If they did this across the board, then they would go out of business, and that would not serve anyone well.

lenrev · Aug 16, 2009, 10:30 AM

My order status still shows the batteries as back-ordered and the order as "Done". Sent an email to sales requesting an accurate status.

ScYcS · Aug 16, 2009, 07:53 PM

Quote:

Originally Posted by WTFLYR

If this is not what everyone can expect, than what is the point to it. I would not expect HL to send free planes to everyone who gets one with a missing screw, let alone that we (public) can't confirm if it was really missing (not calling you a liar as I don't think you are, just being realistic). If they did this across the board, then they would go out of business, and that would not serve anyone well.

So i should've had my little joy moment and not posted about it here? Ok....... i guess postings are only ok if they're negative?!

WTFLYR · Aug 17, 2009, 01:22 AM

Quote:

Originally Posted by ScYcS

So i should've had my little joy moment and not posted about it here? Ok....... i guess postings are only ok if they're negative?!

Not necessarily. I wish we never had to read any negative postings, in an ideal world. Nothing enjoyable about them.

Quote:

Originally Posted by lenrev

My order status still shows the batteries as back-ordered and the order as "Done". Sent an email to sales requesting an accurate status.

Maybe it is meant to be taken literally, as "you're done".

Jul 20, 2009, 02:13 PM	#1
ScYcS Just fly the darn wing!!! Join Date: Oct 2003 Location: Westfield, NY Posts: 2,209	Hobby-Lobby Service - EXCELLENT Well, here is my little story with Hobby-Lobby. I don't even want to make this a novel or anything, just want to let you guys know that Hobby-Lobby is first rate in my book for customer service. I recently ordered and bought a F5E Tiger RTF Jet (made by J-power) from HL. The plane arrived and i assembled it only to find out that 2 servos were only working in one direction, 3 of the 4 control linkages were broken and the battery didn't discharge satisfactory (or the motor not performing as well as it was supposed to, but more on that later). I contacted HL via their webinterface and didn't receive an answer for 4 days. I today proceeded to send another support ticket and was promptly greeted with an answer from Jay with an apology that my previous support ticket was not answered and that he would take care of my problem. Well what started as an irritating problem with my RTF turned totally around into one of the best customer service experiences i ever had in the business. Being my first order from HL, they certainly gained a customer for Life today. Not only are they replacing the Servos, Linkages and the battery (as i suspect the battery is the culprit for the lack of power - i don't have a comparable at hand to test), no, they also will replace the motor as it's not 100% clear whether it's the Battery or the motor at this point!!!! KUDOS to Jay and Hobby-Lobby and the good word travels far is all i can say. Not only here but also my friends will hear about this very good experience and will most likely bring in some new customers.

Jul 23, 2009, 12:17 PM	#2
KrazyKyle Registered User Join Date: Aug 2007 Location: Westerville, Ohio, USA Posts: 14	I also recently bought a J-power A-7. The fan was misinstalled at about a 15° angle, resulting in the fuselage being split. I entered a claim online and Rachel in the returns department handled my claim very quickly. I think HL might be having problems due to inadequate quality control from their suppliers. This plane didn't show any damage to the box, shippping carton, or any other part. I can only come to the conclusion that it left the factory this way (I can't imagine how this fault could even happen!). Anyway, Hobby-Lobby responded quickly, and to my experience, stand behind their products. Attached Thumbnails 44.3 KB · Views: 79 39.6 KB · Views: 12

Aug 04, 2009, 11:59 AM	#9
surflyer Registered User Join Date: Sep 2003 Location: Durban South Africa Posts: 78	Backorder Thing Made no difference to me. I paid with credit card on an "in stock" basis. I was advised a few days later that the item was not "actually" in stock. See my thread "The Backorder Thing" Oh well!

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Jul 30, 2009, 08:59 PM	#3
southernmd_man Foam Durability Tester Join Date: Jan 2007 Location: Southern Maryland Posts: 1,998	I've been dealing with H-L for about 4 years, and have nothing bad to say about them what so ever. The beginning for the year I ordered an ALFA LA-7 that was delivered badly crushed, and they replaced it with no questions asked!! They said to keep the crushed one, so I got an extra wing, water slide sheet, cowl, battery hatch and servo items. Top notch service!! My only complaint, and 99% not their fault, suppliers I'm guessing, is waiting for the J-Power airframes to be restocked.

Jul 31, 2009, 11:45 AM	#4
Flyboone https://twitter.com/flyboone Join Date: Oct 2003 Location: Nashville,TN Posts: 1,570	J-Power Airframes came in today! They should be available for sale this afternoon after we've entered them into the system. Thanks, Jason Cole Hobby Lobby

Aug 01, 2009, 12:30 PM	#5
lenrev Registered User Join Date: Mar 2001 Location: Grayslake, Illinois, United States Posts: 146	I must have caught them on a bad day! Their reputation is among the best but they had me worried for a bit. Ordered a Park Zone Sukhoi using Paypal with credit card (my mistake) and three batteries. Got a confirmation showing the batteries backordered. The site had shown the plane as in stock. Two days later I get an email that the plane shipped and the batteries are backordered. Get a package same day containing the batteries, no plane. Look up their phone on the web site and call. Get a message that the number is disconnected... three times. Use the number on the email and a FAX answers. Try to trace the shipment with the order number on the invoice and it returns as an unknown number. Finally get someone using the chat feature at their site and am told they ran out of stock the day I ordered and there is a 3-4 week backorder. Since I used Paypal with a credit card they were paid in full immediately and the wait begins. I guess this was just a series of flukes but I've learned not to use Paypal with the credit card when buying multiple items.

Aug 03, 2009, 11:48 AM	#7
Flyboone https://twitter.com/flyboone Join Date: Oct 2003 Location: Nashville,TN Posts: 1,570	We are listening and working to improve the customer experiences. Once all our new system features are working 100% things like this will be easier. Things are running pretty smoothly right now. There will be some cases on hot items where it sells out quickly and people are still ordering before the site updates. We do appreciate the feedback and will constantly be improving for our customers. You guys are important to us. Thanks, Jason Cole Hobby Lobby

Aug 03, 2009, 01:32 PM	#8
lenrev Registered User Join Date: Mar 2001 Location: Grayslake, Illinois, United States Posts: 146	I can understand that these things happen. If I had simply used my card rather than the PayPal route I could have cancelled the plane order. It was really painfull finding a Sukhoi at my LHS, at the same price! Now I pay shipping AND wait 3-4 weeks! We do learn.....slowly.

Aug 12, 2009, 09:05 AM	#10
ScYcS Just fly the darn wing!!! Join Date: Oct 2003 Location: Westfield, NY Posts: 2,209	Got another GREAT experience with them. Ordered a plane and 4 screws and 2 plastic parts were missing from the kit. All i asked for was to send me the missing parts and it turns out they are sending a whole new kit. I can't say enough good things about this kind of service.

Aug 12, 2009, 11:30 AM	#11
max911 Registered User Join Date: Apr 2004 Location: NY Posts: 49	Yeah, maybe they shuold respond to unanswared posts first. That will make a good start.

Aug 16, 2009, 10:30 AM	#13
lenrev Registered User Join Date: Mar 2001 Location: Grayslake, Illinois, United States Posts: 146	My order status still shows the batteries as back-ordered and the order as "Done". Sent an email to sales requesting an accurate status.