"I ORDERED FROM XHELI FOR ALMOST A YEAR ALREADY, I BEEN BUYING HELICOPTER KITS, SPARE PARTS, AND COOL STUFF FROM THEM AND EVERYTHING SEEMS FINE, AND SHIPPING WAS QUICK UNTIL I RECENTLY ORDERED SOME EXPENSIVE PARTS TO BUILD MY 450 HELI AND ITS BEEN 2 WEEKS AND I STILL HAVENT RECEIVED ANY TRACKING NUMBER, SO I THEN FINALLY HAD TO CONTACT THEM, i tried calling their number on their website but FIVE out of FIVE tries its always BUSY!!!!! SO im thinking they only got one phone and one agent, so i tried the next step which was to "CHAT" with them over the internet and i always run into the same name... "MARY" or "AMY", and i think these are made-up names, and i kinda feel like im chatting to a ROBOT! They are not so friendly because they would not show any concern for my situation, example "WE APOLOGIZE... IM SORRY..... LETS SEE WHATS THE PROBLEM....ETC... Anyways, im still waiting of my part and the lady said its on its way and she gave me a tracking number which was USPS tracking #, its odd because xheli always uses UPS, and so i checked the status of it and it says "ELECTRONIC SHIPPING INFO RECEIVED" since FEBRUARY 12th, which now its FEB 20 and the status STAYS THE SAME when i check it today, so im thinking that USPS got the information but the package was never dropped to them....... SUCH A HASSLE AND HEADACHE! I NEED THOSE PARTS AND NOW I FEEL LIKE I LOST MONEY! im very disappointed, i might have to find me a different site to buy from... khmaiazn

UPDATE! 2/23/2009....
they responded to my negative review here at resellerratings.com, im surprise that they even come and see how their customers feel about their service... anyways, i read through others experiences and MANY were very dissatisfied! I just dont understand how can this business stay in business if they dont take care of their customers... xheli if your reading this, then i hope you understand that NOTHING IS MORE IMPORTANT IN ANY RETAIL BUSINESS THAN SERVING YOUR CUSTOMERS... i work in a retail business, SAFEWAY to be exact, and we spend billions of dollars on training employees to WORLD CLASS SERVICE, because nothing brings us more business than satisfied customers, if i have a complaint from a customer, i take it seriously and do what i can do to make that person happy, even if it means giving them the product for free, because we do not want to lose business with customers who will keep coming back to us, and that's how future business will stay in business.

khmaiazn

UPDATE 3/9/2009
ITS BEEN ONE WHOLE DISAPPOINTING MONTH AND THEY STIL DONT HAVE THE ITEMS I ORDERED IN STOCK!!!! these guys are so lazy!! how hard is it to restock your product and ship our your customers backorder!! Xheli is very lame with solving their out of stock products... Im not waiting anymore to get my helicopter flying again, im going to argue with them for my refund or else ill request a hearing for this problem... "

"This is suppose to be a source of service and info I have found it to be everything but that.They don,t answer my e-mail they don't do online chat and there customer service is a joke at there very best"

"I've had mixed feelings about xheli, but after a little struggling with some not-so helpful online support staff - I got to chatting with Ivan and my broken pieces were replaced. I live in Canada, so my real issue is that when my helicopter came in broken, I would have had to pay another 70 dollars shipping to send it back. Also, an exchange voids the warranty. Instead the parts were replaced and I am to fix it, which is good enough, since it's at no extra cost."

"I posted one other review of Xheli.com. They replied saying that their forums were a monitored by support techs daily. I reccomend you go to RCdiscuss.com, the support site they sponsor and look at how many times Xheli has responded to help questions. It is ZERO!!!!! They rely on others to do the support for them. If you look at the list of order problems it is literally 100 pages long!!! Xheli comes here and tries to rebut reviews every month or so. I'm not saying it's all bad but it is a roll of the dice. Are you willing to risk a losing roll? Before you buy, call them, e-mail them, or check out their support forum. Do some research before you spend $100+ on a gamble."

"Ordered a couple of times from XHeli. First heli from them had some issues but they were manufacturer problems and not Xheli. Andy at thier support forum http://www.rcdiscuss.com does an incredible job of solving problems and he has definatly made me a return customer"

"Completely satisfied. There aren't enough of these written because people generally don't take the time to write about satisfaction. Admittedly, in their forums the do not sell "High End" helis. I came to them because I was new to R/C Helicopters and I didn't want to spend a bundle on a heli I was going to crash. Since my first order to present (seven orders total), I've ordered several helis and parts from them. They were all shipped to my door with only one minor issue. A spare battery had to back ordered. They not only sent the spare battery when it came into stock, but they sent me some spare shafts and feathering shafts at no extra cost (free). I needed them because I had crashed my Belt CP.

The support forum is wonderful. Its truly a support forum. You can post pictures and share ideas with a fairly mature crowd. Xheli doesn't seem to mind if you link competitors. They don't have everything and they understand that there are some things that you will need to go to their competitors for.

Sure they are going to have some issues, but from what I've seen they try to take care of them right away. I've seen posts in the forums from people who go from calm to head exploding in the same sentence, and they are always handled with professionlism.

I would reccomend Xheli to friends and family... and have. "

"Customer service is mediocre at best. I ordered a 2-3 cell charger DK-C1000 ($24.95) but was shipped the Sapac 2-3 Cell Lipo Charger ($8.95) instead. The charger was needed for the $329 Blue Ray PE I got as early xmas gift. Since I am off for the xmas holidays I want to fly my new heli before getting back to work in Jan. As a business owner, I am very sensitive to other businesses because I know how customers can be mean sometimes. I sent them a nice email (since it's practically impossible to get them by phone if you have a job) explaining the situation. Below is the un-edited paragraph from the response email

"Dear Customer,

If you are having an issue with your item, please call tech support at ***-***-**** from 12-6 pm pacific time.
Before placing any order online from a store you have not purchased from before, you should always read their return policy. To keep costs low and prices low, our return policy states that return shipping, whether due to defect or incorrect item, is the responsibility of the customer.


Best Regards,
Xheli.com"

It is IMPOSSIBLE to get them on the phone! I have spent over $1000 on these folks...in fact I have come to like them a lot. Visit the website on a daily basis...just disappointing!

UPDATE:
I finally got through to customer service on the phone, and I have to say that the gentleman was very polite and responsive. The replacements parts came in the mail a couple of days later. I believe XHELI is a good business, they have just underestimated the support need and experience level of their customers."

"This is one of many purchases from this organization. Have had one warrenty request(servo replacement). Have ordered helicopter, parts and upgrades mostly overnite. I have the utmost respect for the way these people take care of their customers. I have researched the net for quite a while and quite a few companies. Without a dought for service and price/ technical support....I will do all my shopping here. Thank You!!! "

"I have ordered from Xheli and Nitroplanes with good
results. Customer service is great thru their
support forums"

"1/5/09 Well, a second order was placed with Xheli for some parts and they delivered as expected. The order was placed on 12/29/08 and the package arrived complete on 1/2/09 in good order.

My one complaint regarding this transaction is that they didn't send a shipping notification. An inquiry was placed on their support forum and I was informed that the items had been shipped. It arrived that same afternoon. This is also a busy time for them with the sales that they had going after Christmas, so I am sure they were filling orders and getting them out the door instead of updating orders status.

There is a lot of unsatisfactory reviews of Xheli out there, but so far they have delivered for me. I will continue to use them until they give me a reason not to.

12/3/08 Should have checked here first!!

Ordered an RC helicopter, training kit, and sim on 11-26-08. Got an order confirmation back on the same day. On 11-28, I received a shipping confirmation stating the order would be shipped that day as well as a UPS tracking code. So far so good. As of today, the UPS code still shows only having the billing info, and the order does not show to have entered the delivery system. Posted the questionon their "support" forum, and was told the order had shipped on 11-28 and that UPS was back logged on updating their tracking info. I find that hard to believe as I ordered several other packages the same day, and not only did I get tracking info on all of them, I have also received the packages.

This heli was for a gift, and after reading of the experiences of others, I decided to order the same thing from another retailer. The was a day after the Xheli order, and the box arrived today (12-3-08)!

So far, I am not impressed with the service or the speed at which things are shipped. When there is a resolution to this matter I will update the review.

Update 12-4-08 Well, it looks like I have to eat crow. The order from Xheli arrived today and in good order. With the reviews and such online I was probably a bit on edge regarding this order. I am happy that it turned out this way.

As a side note, if one were to have ordered from Xheli and are having problems, visit their forum and someone there hopefully will assist. Andy replied to my question within four hours, and though I thought his response was a blow off, he was correct in what he stated.

As of this writing, I think I will give them a second chance, though I would be careful with what I was ordering.

For everyone's sake as well as Xheli's, maybe they have things sorted out there and the service is improving. "

"Poor customer service in my experience. I'm still waiting over a week now for answers to my e-mail questions. You get an auto-response saying "someone will contact you in 1-2 business days", and then never hear from them again. Of course you can always try calling LONG DISTANCE, or use their 'online chat' feature, which does work. The problem is, the agents I 'chatted' to online, couldn't really answer most of my questions on a certain product. Now I know why, this is a chinese run web site. You think you are buying from an American company from the pictures on their web site. Their e-mail response is usually in broken english. I wish I had done my research before ordering from them.
As a previous reviewer stated below, they are the same company at Raidentech and Nitroplanes.
Lesson learned: Do your research before you buy !"

"This company is a SCAM. They are foreign, and cannot understand English. They do not answer the phone, it is busy ALL the time. They would not answer questions about the products or my order on the online support and disconnected me twice. They sent a defective charger that was rattling when I got it. It took 4 weeks and me threatening to dispute the entire charge for them even respond to me via email. Then the chopper would not even turn the blades with a charged battery. They said they would reimburse me for the returned shipping of the FIRST defective part, but did not.

I have also seen lots of suspicious posts on several boards where they write a great review in broken English, and in complete opposition to all the complaints I have heard.
They are the same company at Raidentech and Nitroplanes. Just DO NOT do business with them.

Notice that their reply came 10 months later.

I only got my money back when I disputed the charge and the company kept playing games. They said they would pay for return shipping, but kept sending me blank RMA shipping labels and arguing they were sending real labels.

I found the OWNER'S NAME and HOME PHONE listing, called him, and threatened contact with California government agencies (they were aware of this company). He immediately refunded the $8 of the $10 he promised to repay for return shipping of the first defective charger.

JUST BECAUSE A COMPANY CALMLY AND PROFESSIONALLY ANSWERS REVIEWS WITH "RESOLUTIONS", DOES NOT MEAN THEY HANDLE THEIR BUSINESS THAT WAY. Buy locally, not at XHELI.

Owner's real name is "Jong", not John."

"I bought a $50 rc heli from them but what was advertised on their homepage and what I recieved were a bit different. The one I recieved were lower quality since the picture depicted all metalic heli parts while what I received were all plastic. I decided to ignore this issue but I also noticed my heli had faulty propellers causing it to not maneuver properly out of the box. I emailed them and have not received a reply. It's been two weeks now."

"My wife purchased an RC heicopter from this company as a gift. She also ordered s simulator and anticrash kit. The RC helicopter came bundled with the simulator as part of the kit from the manufacturer. I have tried to exchange the duplicate simulater for additional blades. I feel like I am getting the run-a-round. They respond to email with orders to call for a Return Authorization Number, I cannot get through to the company. If I do I will ask for return not exchange and will take my money somewhere else. Not happy with customer service if they have any."

"I would NOT recomend purchasing from this company. I have made several orders and there is almost always problems. They have charged me for several B.O. Items telling me for 7 weeks now that they will ship in 3 weeks. 7 weeks later they are still telling me they are 3 weeks out. I was shipped short some items that they refuse to ship to me and their communication is terrible. I could go on and on but basically they charge for things they dont ship, they say they ship things they didnt, they dont stock things they say they do and they are difficult to reach by phone and impossible by mail. I would not purchase from these folks."