The Hobby Shop of Elyria — Attraction in Elyria

Ok, let me tell you about our experience with Strongsville Hobby. So, my 12 year old son has been wanting a small rc vehicle to run around the inside of our apartment over the winter. He already has a couple of larger hobby grade vehicles (a brushed 1/10 truck and a brushless 1/10 buggy), but wanted smaller hobby grade one. We visited the store yesterday (Saturday 1/2/16) and it was somewhat busy. We were there for about 30 minutes and couldn't get the attention of any of the workers there. We wanted to ask a simple question, what 1/24 scale rc would you recommend for my son. They had two within out price range. The ECX 1/24 Ruckus and the Redcat 1/24 Sumo. So, we eventually decided to just grab the ECX and go up to the counter and wait in line. Finally, we got a chance to speak with a worker. The worker enthusiastically recommended the ECX 1/24 Ruckus over the Redact Sumo. Well, he must know what he's talking about right? He works at a hobby store that specializes in RC vehicles and repairs. We bought the rc and my son was thrilled, smile ear to ear. I was so thrilled he was happy. THEN, we get home, charge the rc and it runs for... 4 minutes. Yep, out of the box, the ECX 1/24 Ruckus has a runtime of 4-5 minutes and after cycling through a couple of charge it increases to 7-9 minutes. The next day, we called to explain the runtime and how it does not compare at all to the Redcat Sumo's 30 minute runtime... how my son was unhappy, but it didn't matter. They don't do returns or exchanges unless the vehicle had an actual mechanical problem out of the box. Making the customer happy is not a part of Strongsville Hobby's vocabulary. Now, I'm not saying they were rude about it. They explained that it was now used and that they couldn't resell it...ok, I get it. But, if I would have purchased this on Ebay, coulda got the same one for less and with a no questions asked return policy... what? I know it's rough when you're an owner of a small business, but you gotta have a return policy. My son is heart broken and now... it gets worse. After my son drove the ECX around our living room a couple times today, the 4 wheel drive went out on it. He didn't crash it hard into anything. The front left wheel just broke free of the dogbone and now it doesn't work right. Guess what? I bet you a million bucks I call Strongsville Hobby and they're gonna either tell me to bring it in and charge me for the parts/repair or tell me to call Horizon Hobby (the manufacturers of the ECX), I guess I'll just skip Strongsville Hobby and call Horizon tomorrow. So, word of warning. If you buy anything at Strongsville Hobby, prepare to pay more than you would online (which, if you want it right a way, I can understand paying and supporting your local stores) the is no RETURNS OR EXCHANGES if your purchase is not what you wanted or expected. They may work with you if there's a mechanical defect out of box, but I wouldn't trust a place who let's down my 12 year old kid and takes $75.00 from him for an RC car that is a piece of junk. I just can't believe this place. I will NEVER walk into this store again, NEVER. They lost my business for life and I will spread my story throughout Northeast Ohio. If you don't care for your customer's satisfaction, then you shouldn't have customers at all...period. Sorry, guys, but you've gotta make some changes or you're gonna lose...

Negatives: customer service, product knowledge, shop environment

Experience:

Situation 1: walking around shop with a set of wheels and tires, mentioned to my son these are for his Traxxas stampede, employe states “let me see those, they are not for a stampede” after overhearing our conversation. Handed employee product, after a bit of confusion he hands them back and says “people don’t know what they are buying 1/2 the time. $70 Wheels and tires we had actually were factory traxxas parts for a stampede chassis vehicle. Advice: be helpful rather than condescending: Hi sir, do you need help with anything? Can I check to see if those fit your vehicle?

Situation 2: Another customer walks into the shop and asks employee do you build model cars? With a pause, says my 2 year old grandsons really likes.... was then was rudely interrupted by employee saying “don’t give a model car to your grandson” after an odd pause the customer for her question out... she simply wanted to know what paint she could use on a car to match a theme her grandson liked. Employee replied with an attitude, “any paint here”

Situation 3: I was looking for parts for an existing Rc vehicle we had. Decided to ask employee. Offered part name, location on vehicle, and vehicle make model and generation. This axial vehicle is still in production.employee reply’s back with:” they don’t have a parts list on their website I don’t know what you need.” I pulled out my phone and within 30 sec was able to pull up the parts diagram with part numbers. I provided the employee the part number I needed (it was a bearing) employee barked “what size is that” and refused to look up the part number. Advice: take the time to work with your customers. As you know customer service is what builds your business, and parts are the bulk of the sales. If you don’t know an item off by hand, take the time to look it up for the customer, they are coming to you for a service. If the customer is to do all their own leg work on a purchase like this, they may as well just enter info into Amazon, pay %25 less than the shop, and get the part next day. It’s unfortunate because I am a huge fan of supporting small business, will go out of my way to support and pay the slight price difference (this store is 3hr from me)... local shops are what keep this hobby alive, experiences like this are why these shops decline and disappear.

Situation 4:

Was looking for an upgraded part for a traxxas made vehicle. Employee stated “I dont recommend modifying that vehicle” for reference, this is a current vehicle that traxxas has a whole line of hop up modifications for... factory supported. I asked again for a specific part, a “380” size motor. Employee referred me to a “550” size motor that was 3x the physical size as the one requested, he insisted it would fit.

Bottom line, employee did not demonstrate knowledge of the product line, or basic Rc components. Additionally, did not support modification... hop up parts account for large portion of sales in this industry.

Conclusion: To many other hobby shops out there with suburb staff that value your business. I would not send business...

The place is awful. They know the parma hobby and a hobby house in North Royalton and hobby lobby in Strongsville all closed, so they know they can just treat you any other way they won. The "airplane guy" is an unhelpful prick, has started and argument with me every time I've gone in there(every Friday to spend at least half of my paycheck). The helicopter guy is worse, but I've only seen him once. This was the time that I brought twi helis with me asked for the replacement parts and was given the wrong parts for the wrong helicopters. This is after he tried condescending me about not knowing how to fly a collective pitch helicopter what he doesn't realize is that I've been flying since fly bars and he doesn't even know what those are. I know nothing about planes and the airplane guy who sold me the wrong motor and ESC package three times, and talk to me in the buying that awful spectrum DX eat, told me it was everything that I was supposed to be in more and spectrum doesn't even supported anymore. Now that's my fault I should've looked it up first, but that's why you go to the hobby shop instead of ordering online is because you are the customer service and the knowledge that they are supposed to have. Of course the only way to return anything is to speak with the owner, I've never seen him. I've left messages and was told he would call me back and he never has. Therefore I will find some use for the miss sold parts, and I will go back to ordering online waiting a couple of days paying half as much and getting twice my moneys worth. God I really missed that great of a guy at Parma hobby. I hope he reads this, and remembers me as the guy with all the tattoos in the long hair that he really didn't care for. But even though the guy didn't like me he still took excellent care of me was able to explain everything that I needed to know and help me with any product...