BBB Business Review
This Business is not BBB accredited
Horizon Products, LLC
Phone: (877) 435-9415 PO Box 1209, Fair Lawn, NJ 07410
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This business is not BBB accredited.
Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that lowered the rating for Horizon Products, LLC include:
- 114 complaints filed against business
- Failure to respond to 3 complaints filed against business
- 35 complaints filed against business that were not resolved
- Length of time business has taken to resolve complaint(s)
- Business has failed to resolve underlying cause(s) of a pattern of complaints
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||22|
|Total Closed Complaints||114|
Additional Complaint Information
Consumers/businesses have reached out to BBB with reports of receiving unordered products and in some cases products not even used by the companies. There have been reports of phone conversations with employees not authorized to approve purchases resulting in shipments of products being sent to companies. Companies have reported receiving calls offering free products but instead they were sent large quantities of unordered products and were then threatened with collections for non-payment. Businesses have reported that attempts to return unordered products have been met with resistance, including 25% restocking fees and high shipping charges. On 11/1/13 BBB contacted Horizon Products to address a possible pattern of complaints.
Horizon Products advised BBB of the following.
“Horizon Products would under no circumstances ship an order unless it goes through our verification department. Firstly, a buyer speaks to the sales representative and if an order is agreed upon, the buyer is then secondly transferred to a verifier within the verification department. The verifier goes over the complete order, by summarizing the exact order placed, such as quantity, unit price, etc.; asking the buyer to reiterate the send to address; and the buyer is likewise asked if a purchase order number (po#) is needed to be paid (or if the invoice would be paid for by marking it verbal to the buyer’s attention if no po# is stated). Likewise, the verifier conveys to the buyer upon verification that shipping and handling charges will be added to the invoice amount. The buyer must agree to all stated terms and dispense the pertinent information requested by the verifier, or the order is not processed!
From time-to-time we do have a buyer that either denies placing an order and/or makes a false statement to the Better Business Bureau. When this is done, we welcome the complainant to contact Horizon Products for clarification; likewise, we also welcome the BBB to contact us about any possible matter that may need clarification. Horizon Products relies upon fact rather than heresay, so verification archives are available to desiring parties.
Items may be returned within 30 days with a RA# only and are subject to a 25% restocking fee + shipping to customer. Once paid a RA# is issued and customer may send back product.”
Although Horizon Products responded to BBB’s inquiry, BBB does not find the response sufficient to address an underlying cause of the complaints. The business has outlined their procedures but has not identified any changes to be made to their process.
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Don Turner, GM