Horizon Group USA, Inc.

Thank you for the customer feedback provided in the attached complaint. We truly apologize for any inconvenience this customer has experienced. At Horizon, we strive for 100% quality...

assurance on all products as well as take pride in our overall customer service. As the consumer indicated, this particular product that was purchased is for items that are not commonly washed and that is why the instructions state that specific detailing. As with many iron on transformation products, each individual package is made for a certain type of material, i.e., light and dark fabrics as both have different uses and sets of instructions as well as washing. We understand the consumer confusion and can replace the products purchased.  
In addition, the emails from the consumer were going into our spam and we sincerely apologize for the delay in responding as this is not our normal practice. We will be reaching out to them today. Unfortunately, as with many corporations, we are at our high volume season and did not realize this oversight.
 
We will be reaching out to consumer today regarding the item replacements.
 
Thank you, Deanna O[redacted]
Consumer Services Manager

Thank you for advising Horizon Group USA regarding the consumer complaint from [redacted]. As the consumer indicated, she purchased two packs of our craft sticks with both packs having shorted quantities than listed on the actual packaging. Unfortunately, this was a quality issue on...

our part. In checking onhand quantities that we have, all packages were accurate in their stated amounts. As with all customers, we have advised this consumer that we will be sending replacement packages for both items not just the difference of what was shorted. These packages will be sent via UPS today.At Horizon Group USA, we pride ourselves on excellent customer service as well as outstanding quality on all of our products. We hope this one instance does not mar [redacted] impression of Horizon Group USA and/or our products.
 
Thank you,[redacted]
Consumer Services Manager

Thank you for providing the details of the consumers complaint regarding one of our items. We do apologize for any inconvenience this...

may have caused. In addition, we have filter the missing component issue to our Quality Department for further review. Unfortunately, the Roving Robot was placed on back order and the consumers request was added to our ticket log to have the missing component replaced once received back in August 2015. The item was just received in inventory and will mailed this week to the address provided in this complaint. Once again, we truly apologize for all areas that the consumer may experienced. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

As per the complaint filed by [redacted], we apologize that she experienced an issue with one of our products. At Horizon, we strive for 100% quality assurance and will filter your feedback to our Quality Department for review....

As per the information provided, we will send the customer a new, sealed package to the address provide in the complaint. The customer can then return the item to the original retailer where purchased for a store exchange or refund. Once again, we apologize for any inconvenience this may have caused the customer. We hope this one instance does not mar your impression of Horizon Group USA and/or our products. Thank you, Deanna Orellano Consumer Services Manager

Dear [redacted] and the Revdex.com,
 
I have received the complaint submitted by [redacted] I apologize that the product did not meet her expectations.  It is our mission to delivery the highest quality product to our customers so we...

take these situations very seriously.   
I will contact the Consumer directly and discuss a remedy.  Please contact me if you need anything additional from me.  Thank you.
 
Best,
Marta L[redacted]
Director, Sales Operations
Horizon Group USA, Inc.
[redacted]

Thank you for the response related to the complaint. As per my email to [redacted] earlier today, we are unable to provide a refund as only the original retailer where purchased can do so. We have advised the consumer to use our replacement that we are sending as the return item to the retailer as a complete, unopened kit where she should be able to exchange or return.
Thank you,
[redacted]
Consumer Services Manager

Complaint: [redacted]
I am rejecting this response because:
I received a kit in the mail but it was not the original one I purchased, so cannot return it. Contacted the company again, they are suppose to be sending the original item I purchased. Haven't received yet, but will keep the Revdex.com updated when I do. They have been excellent in communication on [redacted]
Regards,
[redacted]

[redacted]  [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards, [redacted]

Thank you for contacting Horizon Group USA and sharing the feedback provided by consumer, [redacted] We apologize for the inconvenience she has experienced with our product, Layered Lip Balm. As per her inquiry, our turnaround...

time on all customer inquiries is 3-5 business days. [redacted] initial contact was on a Saturday which is not a business day. Currently, she Is still within the 3-5 business day turnaround ( started on Monday ending on Friday ).
Unfortunately, we are unable to provide a refund as requested, but will send a replacement of this item to the address provided in this complaint. This replacement will be mailed today via [redacted], but with the New Years Holiday tomorrow, some delays may occur in delivery.
Once again, we apologize for any inconvenience this may have caused. We hope this one instance does not mar the consumers impression of Horizon Group USA and/or our products.
Thank you, [redacted] O[redacted]
Consumer Services Manager

Review: This kit simply does not work. My daughter received for Christmas, 2015. The base is impossible to get into the containers, the lip flavor is clear no color (picture is very deceiving because it shows layers of colors in the containers... ). The product would be all white. The spatula does not work in trying to get the base and wax beads into the containers. Very disappointing purchase. Sadly, this along with two other kits was my daughters highlight of her Christmas....she loves making things like this. I have tried contacting the company, they respond on [redacted] telling me to contact their customer service, however, the CS is not responding back. It has been 5 days since I have tried to make contact.Desired Settlement: I would like a refund for the purchase. Total was 9.00 , do not wish a replacement,

Business

Response:

Thank you for contacting Horizon Group USA and sharing the feedback provided by consumer, [redacted] We apologize for the inconvenience she has experienced with our product, Layered Lip Balm. As per her inquiry, our turnaround time on all customer inquiries is 3-5 business days. [redacted] initial contact was on a Saturday which is not a business day. Currently, she Is still within the 3-5 business day turnaround ( started on Monday ending on Friday ). Unfortunately, we are unable to provide a refund as requested, but will send a replacement of this item to the address provided in this complaint. This replacement will be mailed today via [redacted], but with the New Years Holiday tomorrow, some delays may occur in delivery. Once again, we apologize for any inconvenience this may have caused. We hope this one instance does not mar the consumers impression of Horizon Group USA and/or our products. Thank you, Deanna O[redacted]Consumer Services Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I requested a refund in the amount of 9.00, do not wish to have a replacement kit that will not work. The kit does not do what it says it will do, or make what it says it will make. Wish for a refund,

Regards,

Business

Response:

Thank you for the response related to the complaint. As per my email to [redacted] earlier today, we are unable to provide a refund as only the original retailer where purchased can do so. We have advised the consumer to use our replacement that we are sending as the return item to the retailer as a complete, unopened kit where she should be able to exchange or return.Thank you,Deanna O[redacted]Consumer Services Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I received a kit in the mail but it was not the original one I purchased, so cannot return it. Contacted the company again, they are suppose to be sending the original item I purchased. Haven't received yet, but will keep the Revdex.com updated when I do. They have been excellent in communication on [redacted]

Regards,

Review: This product is the worst product I've ever used. The directions are lacking, the product does not work as described and the word "desired" is even misspelled as "desred" Step 1 third line.Desired Settlement: I paid $14.99 at the store. I printed on all 5 pages and not sure if store would refund a used product.

Business

Response:

As per the complaint filed by [redacted], we apologize that she experienced an issue with one of our products. At Horizon, we strive for 100% quality assurance and will filter your feedback to our Quality Department for review. As per the information provided, we will send the customer a new, sealed package to the address provide in the complaint. The customer can then return the item to the original retailer where purchased for a store exchange or refund. Once again, we apologize for any inconvenience this may have caused the customer. We hope this one instance does not mar your impression of Horizon Group USA and/or our products. Thank you, Deanna Orellano Consumer Services Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I purchased " Create your own stepping stones " for my daughter to make for her newborn son's hand/footprints for Christmas. The kit has enough to make 2 stepping stones. She tried to make the first stone, she followed the directions exactly and it got hard too hard too quickly. she is not a 6 year old, as this is aimed at, she is a 26 year old college graduate. Together, (two college educated women) pulled out a timer and did it together. Again, it hardened before the allotted the time. Both hardened before all steps could be finished, so we definitely could not do the baby's prints or decorate the stones.

I know this sounds frivolous, but this is made for children 6 and older. We are two adult, educated women, we followed the directions and used a timer to make sure we did it quickly.

To make matters worse, we called the phone number on the box [redacted] 3 times since then and left messages and the calls have never been returned. I have gone to look on their website, but see a message that the site will be available soon.

The item [redacted]Desired Settlement: We would love to be able to create a keepsake of my grandson's hands or feet. I would love a replacement IF this is not a defective product. Otherwise we would gladly accept a different keepsake making kit.

Business

Response:

Thank you for the attach information regarding the consumer complaint. We do apologize that [redacted] experienced an issue with one of our items. At Horizon, we strive for 100% quality assurance and will filter her feedback regarding the keepsake stone kit to our Quality Department for review In addition, we do have a very diligent process for ensuing all Consumer phone calls are addressed with 3-5 business days. Unfortunately, we do not have any information regarding a call from [redacted] Also, our email address, [redacted] is fully functioning with several emails received a day. Our website, [redacted] is also an active website where it allows our consumers to forward a written correspondence that is sent directly to our Consumer Services Department.Since the consumer did experience some issues with her item, we will mail a replacement kit to the address provided in this complaint. If the original item is not available, we will forward a similar stone kit.Once again, we apologize for any inconvenience this may have caused [redacted]. We hope this one instance does not mar her impression of Horizon Group USA and/or our products.Thank you,[redacted]

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: This should be a simple matter of the business making restitution or at least prompt service. I bought two packs of 150 craft sticks. The package read 150 as well as the contents line. However, there were only 135 sticks in each package. I called customer service and got a recording to leave a message and they would contact me in 3-5 business days. Not acceptable!I then e-mailed customer service and got an e-mail back within a few minutes saying that they would contact me in 3-5 business days.This may seem like a small grievance, but they are fraudulent in their packaging. I paid for something that I did not get; and, why should I have to wait 3-5 days for them to contact me? I seriously doubt that they would do anything about it anyway. I called them in hopes of just getting what I paid for, but I did not get any sort of customer service.Thank you for your attention to this matter.Desired Settlement: I would hope that this would result in their honesty in packaging for one thing. I realized that this is done in China, but they are the seller and it is their responsibility. Personally, I would either like to receive the 30 craft sticks which I was shorted or a refund for them.

Business

Response:

Thank you for advising Horizon Group USA regarding the consumer complaint from [redacted]. As the consumer indicated, she purchased two packs of our craft sticks with both packs having shorted quantities than listed on the actual packaging. Unfortunately, this was a quality issue on our part. In checking onhand quantities that we have, all packages were accurate in their stated amounts. As with all customers, we have advised this consumer that we will be sending replacement packages for both items not just the difference of what was shorted. These packages will be sent via UPS today.At Horizon Group USA, we pride ourselves on excellent customer service as well as outstanding quality on all of our products. We hope this one instance does not mar [redacted] impression of Horizon Group USA and/or our products. Thank you,[redacted]Consumer Services Manager

Review: I have contacted Horizon Group USA through three different mediums: email, phone, and contact form from their website. I receive an automated reply that I will be contacted from the email and contact form submissions within several days. When I call the customer service line listed on the product (Build Your Own Roving Robot) I am dumped to a voicemail box with it saying that all the lines are busy, but I will be called back within a few days. I have tried repeatedly all these contact points over the course of six months which was after my wife first contacted them for two weeks straight. My request is simple, the toy came missing its battery spring. It was a gift for my son's birthday so I called Horizon for a replacement. I simply cannot understand the lack of communication.Desired Settlement: I want a replacement for the entire kit given that upon assembly we found out that it will not work due to a part missing. Also, I want it reported or documented against them that their customer service department is unprofessional for a business such as Horizon Group USA.

Business

Response:

Thank you for providing the details of the consumers complaint regarding one of our items. We do apologize for any inconvenience this may have caused. In addition, we have filter the missing component issue to our Quality Department for further review. Unfortunately, the Roving Robot was placed on back order and the consumers request was added to our ticket log to have the missing component replaced once received back in August 2015. The item was just received in inventory and will mailed this week to the address provided in this complaint. Once again, we truly apologize for all areas that the consumer may experienced. Thank you, Deanna O[redacted]

Review: The packaging shows a black t-shirt with a iron-on transfer sheet. That is why a purchased it. I ironed on the transfer sheet. My husband and I wore them once. I turned the shirts inside-out, washed them in cold water on the gentle cycle. When I took them out of the washing machine, the iron-on transfer sheets were faded and coming off. I feel that is false advertising. Inside the packaging it reads "We do not recommend washing this product". How can they put a black t-shirt with a iron-on transfer sheet on it and not be able to withstand being washed? I have e-mailed the company 3 times and called 2 times. They never responded back to me.Desired Settlement: Refund for the transfer sheets and the shirts that I bought to put them on.

Business

Response:

Thank you for the customer feedback provided in the attached complaint. We truly apologize for any inconvenience this customer has experienced. At Horizon, we strive for 100% quality assurance on all products as well as take pride in our overall customer service. As the consumer indicated, this particular product that was purchased is for items that are not commonly washed and that is why the instructions state that specific detailing. As with many iron on transformation products, each individual package is made for a certain type of material, i.e., light and dark fabrics as both have different uses and sets of instructions as well as washing. We understand the consumer confusion and can replace the products purchased. In addition, the emails from the consumer were going into our spam and we sincerely apologize for the delay in responding as this is not our normal practice. We will be reaching out to them today. Unfortunately, as with many corporations, we are at our high volume season and did not realize this oversight. We will be reaching out to consumer today regarding the item replacements. Thank you, Deanna O[redacted] Consumer Services Manager

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.

Regards,