Important information

• Customer Complaint:

  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.