Nexgen Hobby

As much as I love hobby shops and supporting small business, I'll never buy from this particular hobby store again. I ordered a small part online for a Nitro RC car that I was hoping to get in within 9 days for an important event. I sent an email two days after ordering to inquire about shipment of the item - no reply. I called a day later to which they told me was shipped. 7 days go by, no item, they are having trouble locating tracking number and insist the item was shipped and should arrive soon. I decided to purchase the part elsewhere - simple, smooth transaction. A couple days later, I called them once again, they insisted it was USPS's fault. 13 days after my order, after I once again initiated the correspondence, they reveal they lied to me about actually witnessing the item being shipped (one employee told me he shipped it directly), when it was then mentioned to me that the package had been in an employee's car the whole time.



They told me the item shipped out at that point. I've already obtained the part elsewhere. An apology was issued regarding the problem, and they offered to provide a refund and return shipping on the product. I understand this is largely the fault of a single employee, but even after I explained my frustration, they couldn't offer much more than an apology. My money ultimately has been tied up for weeks buying me nothing more than a pile of headaches. This hobby shop is clearly disorganized, and ultimately unwilling to go very far to keep customers happy.



Update: I spent the time to package and ship the item in hopes of receiving the refund they told me they would give me. After sending it to the address that the employee gave me on the phone (same address that is on their website) a week later I received the returned package with a sticker on it "Not Deliverable - FOE"

At this point, I'm going to suck up the lost money and spend my time instead letting everyone know just how horrible the customer service is at this place. I'd hate to imagine if I purchased a $500 RC Car or Plane that didn't work out of the box. I truly believe they would not take it back or even make an effort to make things right.