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Horizon Direct

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 86 total complaints in the last 3 years.
  • 83 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/15/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    3 months in a row (February, March and April) my checking account was charged $39.95. I have no idea what the charge was for. I just noticed the $39.95 this month as I have been sick going through chemo treatments for leukemia. Id greatly appreciate your assistance with this matter. Thank you!

    Business Response

    Date: 04/15/2025

    Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.

    Upon reviewing your order, we found that the $39.95 monthly charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, ***********. We want to assure you that we have canceled the subscription and refunded the charges in full. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.

    We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.

    We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

  • Initial Complaint

    Date:04/15/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have been charged $39.95 by Horizon Direct on 3/01/25 and Truffle Save on 331/25 (both with the same phone number on my bill. ************). I did not request this nor authorize it. I want this canceled and to be repaid in full.

    Business Response

    Date: 04/15/2025

    Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.

    Upon reviewing your order, we found that the $39.95 monthly charges was for the monthly subscription for Truffle Save, which was initially added to your order at checkout with one of our partner brands, *********** Spray. We want to assure you that we have canceled the subscription and refunded the charges in full. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.

    We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.

    We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

    Customer Answer

    Date: 04/15/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ********* *********

     

  • Initial Complaint

    Date:03/23/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 2/16/2025 and again 3/16/2025 a company called Horizon Direct from *********, ** is charging my credit card $39.95. Obviously it looks like a subscription. I have not subscribed to anything that I am aware of. I have written the company to no avail to discontinue charging me. I would like them to identify what I subscribed to, stop it, and refund my money.

    Business Response

    Date: 03/24/2025

    Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.

    Upon reviewing your order, we found that the $39.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, ************** Cleaner. We want to assure you that we have canceled the subscription and refunded all the charges in full. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.

    We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.

    We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

    Customer Answer

    Date: 03/25/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***** *****

     

  • Initial Complaint

    Date:03/15/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Numerous charges from horizon direct for *****. I have not subscribed to anything and I cannot figure out how to make it go away. Ive been charged hundreds of dollars and I just want to make it stop

    Business Response

    Date: 03/16/2025

    Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.

    Upon reviewing your order, we found that the $39.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, ************** Cleaner. We want to assure you that we have canceled the subscription and refunded the charges in full. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.

    We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.

    We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

  • Initial Complaint

    Date:03/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On March 13th an unauthorized charge was done by Horizon Direct on my banking debit ******** they got this information I have no idea.Was told by my back to file a dispute

    Business Response

    Date: 03/14/2025

    Thank you for reaching out, and we sincerely apologize for the confusion and concern caused by the charge on your account. We completely understand how unsettling unexpected charges can be.

    After thoroughly reviewing our records, we found that there is no Horizon Direct subscription associated with your name or email address (Tookey2001 @ *** .com). It is possible that this charge is coming from one of our partner brands, ************** Cleaner. We recommend reaching out to their support team to inquire about the charge and resolve the issue directly with them.

    If you need any further assistance or if there's anything else we can help with, please dont hesitate to contact us. We truly appreciate your understanding, and we hope this issue is resolved to your satisfaction as soon as possible.

  • Initial Complaint

    Date:03/13/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    My *********** credit card was charged without my authorization. I have no idea why they charged my card $17.16, I would like them to re credit my card. No tracking number was provided.

    Business Response

    Date: 03/14/2025

    Thank you for reaching out, and we sincerely apologize for the confusion and concern caused by the charge on your *********** credit card. We completely understand how unsettling unexpected charges can be.

    After thoroughly reviewing our records, we found that there is no Horizon Direct subscription associated with your name or email address (jholc321 @ *** .com). It is possible that this charge is coming from one of our partner brands, *********** Spray. We recommend reaching out to their support team to inquire about the charge and resolve the issue directly with them.

    If you need any further assistance or if there's anything else we can help with, please dont hesitate to contact us. We truly appreciate your understanding, and we hope this issue is resolved to your satisfaction as soon as possible.

  • Initial Complaint

    Date:03/12/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I somehow incurred a $19.99 charge on my credit card from Horizon Direct. I do not know how this happened, since I did not buy anything from Horizon Direct. I did not agree to any additional charges, nor did I join any program, or anything like that.

    Business Response

    Date: 03/14/2025

    Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.

    Upon reviewing your order, we found that the $19.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, **********. We want to assure you that we have canceled the subscription and refunded the charge in full. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.

    We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.

    We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

  • Initial Complaint

    Date:03/11/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Received a charge on my credit card for $39.95 from Horizon Direct but did not catch it on my Dec., **************************************************************************** full.On my January, 2035, statement, I was again charged $39.95 on 01/21 by Horizon Direct and called them to cancel what appeared to be a subscription. I was told the subscription would be cancelled and monies refunded. Advised by ********** to pay my bill and get refund. **** paid - no **********, on my February, 2025, statement, I again find a charge for $39.95 on 02/20 by Horizon Direct. I once again called to complain and cancel and was told I would be receiving a refund within five days - not holding my breath.

    Business Response

    Date: 03/14/2025

    Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.

    Upon reviewing your order, we found that the $39.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, Glabrous Skin. We want to assure you that we have canceled the  subscription and refunded the three months charges in full on 03/11/2025. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.

    We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.

    We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out. We appreciate your understanding and thank you for giving us the opportunity to address the situation.

  • Initial Complaint

    Date:03/09/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    May 1, 2025 Doc. Ref. #******-951260138655318017-1-7-825483585 Billed thru credit union **** 3/3/25 Vendor Horizon Direct No subscription was bought. Please credit account for $39.95.

    Business Response

    Date: 03/10/2025

    Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration caused by the additional charge.

    After reviewing your order, we discovered that the $39.95 charge was for the monthly subscription to Horizon Direct, which was initially added during checkout through our partner brand, Splash Foam Spray. Please rest assured that we have canceled the subscription and issued a full refund for the charge. The refund should appear in your account within 7-10 business days, depending on your bank's processing time. Going forward, you will not incur any further charges related to this subscription.

    We would also like to emphasize that we strive for full transparency with our subscription services. During checkout, customers are always presented with the option to decline any additional products or subscription services by selecting NO, Thank you. We regret that this may not have been clearly understood, and we truly appreciate your feedback, which we will use to improve our communication moving forward.

    We hope this resolves your concerns, but if you have any additional questions or need further assistance, please don't hesitate to reach out.

    We appreciate your understanding and thank you for giving us the opportunity to address this matter.

    Customer Answer

    Date: 03/10/2025


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ******** ********

     

  • Initial Complaint

    Date:03/09/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased 2 orders from splsh one on Sept 29 and one on Oct 18. After receiving m Feb credit card statement I noticed a charge for $39.95 from Horizon Direct. I did further checking and found 3 additional charges,one on Oct 29 one on Nov 27 and one on Dec 27.I did not intentionally or knowingly sign up for Horizon Direct. I contacted them and they cancelled my subscription but got no response to refund request.Please help.

    Business Response

    Date: 03/10/2025

    Thank you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration this additional charge may have caused.

    Upon reviewing your order, we found that the $39.95 charge was for the monthly subscription for Horizon Direct, which was initially added to your order at checkout with one of our partner brands, *********** Spray. We want to assure you that we have canceled the subscription and refunded the charges from October 2024 - January 2025. You should see a refund in your account within 7-10 business days, depending on your bank. Moving forward, you will not incur any further charges related to this subscription.

    We also want to emphasize that we are fully transparent with our subscription offer. During checkout, customers are always given the option to click NO, Thank you to decline any extra products or subscription services. We regret that this may not have been clearly understood, and we will take your feedback into account to improve communication in the future.

    We hope this resolves your concerns, but if you have any further questions or need additional assistance, please dont hesitate to reach out.

    We appreciate your understanding and thank you for giving us the opportunity to address the situation.


Horizon Direct is NOT a BBB Accredited Business.

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