Horizon Direct
Bad Service Reputation

I opened an e-commerce account with them and they built a website. The site was good. They were to send me a fedex package with a catalog of 20,000 products (300 to be posted on site) for $99 on 3/22 and I received it a few days later. It had expired on 3/9. I made several attempts (both by phone and email) asking for support issues such as return policies of customer returns and website inquires on email contact customer support.

At the initial sale of this, they give you a money-back guarantee (at the time of the sales pitch, it's 6 months) but you sign a contract that is very vague and consists of 15 days. I signed up and gave them the money on 3/22 and 3/24 I received the package set up a merchant paypal account and on 3/26, the site was complete. I couldn't access the back office of the site (in which was full of junk and over priced products, name brand though) but the prices were so extremely overpriced that you couldn't sell them. After several attempts to contact them (both leaving phone messages and email) I received an email on a Sunday that it would be checked into as soon as they get to the office on 3/28. That never happened and mid week I got a call from an advertising adviser recommending that I purchase an additional package for $1000 (but he would cut to half down). When told I couldn't do this, he said he would be in contact in a couple of weeks. I still could only advertise the high priced products and couldn't interact with the site at all and the 15 day return period was approaching and still no support.

I believe in giving things a fair chance. It is 4/19 (the time of this post) and it wasn't until two days ago that I received a call from the designer of the site asking if I wanted to buy the upgrade. He apologized for the delays after I explained that I was tired of the support hassles (or lack of), and that I had already sent a request (via email) as to how to start the proper refund procedures. Again he apologized for the misfortune on the staff behalf and stated he would send the information to access the back office of the site (Over three weeks later of the purchase date). I was still having problems with the email of the site and again tried to reach someone with no success. Today, I finally reached someone and asked for a refund. I was told that I only had 15 days from the time of purchase... Humm... Go figure.

Company: Horizon Direct
Country: USA

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