horze.co.uk Reviews 3,887

Terrible customer service, received the wrong sized item, tried multiple ways of contacting them via social media web chat email phone and never get a response to resolve my matter.

Was sceptical but this arrived within 4 days of ordering and the riding helmet was over £40 cheaper than others and complies with uk regulations.
Would recommend - yes it come from the Netherlands but super fast delivery by DPD

No sign of a refund and no way to contact them. I ordered a pair of wellies which arrived just before Christmas. They were too big so I instigated a return and posted the wellies back to Horze. That was over 4 weeks ago now and despite attempts to contact them, there is no reply. When you call the telephone number it says to contact the administrator. Avoid at all costs. How they still have a website selling items is beyond me. They are fraudsters.

I've had adequate experiences in the past, but I cannot recommend Horze anymore and will have concerns about ordering from them in future. Having no communication or updates when an order is 3 months overdue is unacceptable, especially when the money was taken at time of order, with no warning it wouldn't ship.
At this point I think I have to accept I've lost £130 and wasted my time waiting instead of buying it from somewhere else.
Update Week 10: The order still says "You'll receive an email when your order is ready". Used the contact form to ask after it, got a ticket reference.
Update Week 13: No change. Not heard a thing back.
Update Week 15: After further attempts to contact Horze, and request for a refund instead, one of my tickets was closed (still without a comment) and part of my order was split out, dispatched and arrived. So I'm only £45 down now, but with no idea if the other item will ever be sent or refunded.
Update Week 17: I have received a refund to my card now.

I'll increase to 2 stars because clearly someone found the ticket and I do appreciate receiving part of the order and a refund (months too late to be of use).
I'd give zero for experience and communication. I don't consider it acceptable for an order to take 4 months with no warning. I haven't heard a single word from Horze since the order confirmation email.

Ordered the Lemieux horse (Gracie) was exactly what I ordered. Arrived within the 2-5 working days with DPD. Very satisfied. This item was out of stock everywhere I looked but here.
After reading the reviews here after I had bought this I was questioning if it would arrive. It did and my daughter was very happy with this on Christmas Day.

Order not delivered and no response from customer service despite multiple attempts by phone/email/messenger.

If only I’d read the reviews first! Ordered a riding coat. Not delivered, to be fair initially this was a DPD issue but seems to be lost. Tried to resolve with Horze. They dont reply to customer service contact form. They don’t answer the phone. Currently I’ve lost £90. Truly awful company

Impossible to return items. I have been trying for 3 weeks to return an item that does not fit. The email order confirmation says returns can be made by selecting the 'returns' option in my account online, but there is no 'returns' button, just a 'buy again' button, leaving no way of making a return. Customer services does not respond to queries on email and offers limited weekday hours for 'live chat' queries. I am concerned this is a scam website since they don't have basic customer service provision and are making it impossible to return items.

Have decided to give this company a wide bearth having read the negative reviews. Was going to spend several hundred pounds with them but have chosen to pay more locally

I bought 2 identical pairs of jodhpurs. On first wearing one pair was faulty, material became damaged where anything had contact.
So I asked for a refund of both. They asked to take pictures of me cutting up the faulty pair and to send the second pair to somewhere in Middlesbrough!
I only received a refund, at this time, for the pair I cut up. No refund for the returned pair as yet. Seems simple but this took nearly four months of continuous emailing and prompting. I am still £74.99 out of pocket. The only saving grace for the first refund was because I paid via Amazon pay.
I will continue to ask for my money back and hope that I am successful in the near future.

Avoid ordering from this company!!
It’s shocking that I wasn’t able to cancel my order immediately after placing it. Instead, I had to go through their customer care team, who didn’t respond, and when I followed up on live chat the following day, they could have easily changed it there and then, just as other companies do.

For a supposedly family-run company, it’s unacceptable that customers aren’t given the basic ability to cancel their own orders, that emails go unanswered, and that live chat agents don’t take action. Looking at Trustpilot, it’s clear that I’m not the only one who has had this poor experience.

Based on this, I would not recommend this business and will be advising others to do the same.

Ordered a bridle £169.99 on 2nd August, was supposed to arrive within 5 days, didn't
Then got an email saying on would arrive on 17th August, it didn't
Checked my order status on 18th to find it had been cancelled by Horze UK but I have still not received my money back now on 20th August
Have tried contacting them by email & phone and cannot get hold of anyone
So buyers beware !!

26th August still no refund despite reassurances it will be processed

My original order arrived really quickly and the item which didn’t fit and I returned, was received / refunded promptly. Where Horze’s customer service really excelled, was when a pair of the gloves I purchased started to fall apart with minimal use (within a month). I contacted Horze with photos of my item and the original order number. They got in contact with the provider on my behalf and issued me with a refund. Was really pleased with the customer service and the outcome.

I had two orders with Horze and I would highly recommend them. Both of my orders arrived pretty fast (around 3 working days) and the quality of the products is really good :)

Requires some pushing. I placed an order on the 7th of Jan, on the 10th I got DHL parcel number from them, and then there was no updates on DHL page till the 19th. I contacted DHL and they said there is no parcel with this number. I got back to Horze and they said it was sent and they sent me a screenshot from DHL page that it was registered on the 10th. I contacted DHL again and they said that they only registered the order but did not send the parcel yet, so contacted back Horze. After the complaint the things went quickly and I received the item within 3 days although they did not put my name on the address. Luckily, I had the notification on from DHL page and I saw that instead of my name they used my district name so I called DHL and asked for the courier to call me when coming. All good. The item I ordered is perfect.

Sadly there's no zero stars! Utter dog poo, customer service no idea, website inaccurate and full of glitches. No-one in this organisation gives a toss - take your money and laugh in your face. The ultimate worst of the worst type of business. I would never buy anything from this shower of sh1t if they were the last business left on planet Earth. I'd be embarrassed to work for them. Minus scores sums up this rob dog enterprise! They laugh at us like we are stupid. Buy your brands elsewhere not with these berks!

A .co.uk website is deceiving when products get sent where they need to go through customs

No confirmation email or tracking sent causing stress

Live chat were helpful and responsive , sent me tracking straight away when I found out about the customs. I paid for express delivery thinking it would be a few days over Xmas period ready for an event next weekend but not hopeful they’ll get here in time.

Website needs more clarity and openness etc

Ordered on 11 Aug, expected delivery date 19-21 Aug by DHL. Order number12155927.

I asked on 19 Aug the status of my parcel and they claimed they had shipped it and provided a tracking number which was a waybill created on 12 Aug, status being Shipment information received and has never been updated. They claimed that it will take some time for the status to be updated but everyone who has dealt with DHL knows that DHL is far better than taking a week to update their shipment status. I checked with DHL and they confirmed they have never picked up the parcel. I told them the reply from DHL and then there's no more reply from them.

So horze.com, where's my parcel?

I wish I’d read the reviews before ordering. The delivery time is misleading, it changes once you have your confirmation. Thank parcel hasn’t moved on tracking for 5 days and has no sign of arriving. The customer service is appalling, I’ve tried live chat, phoning and email with no response. Will be contacting the bank for a refund, don’t order from this site.

I'm waiting my package 3-rd month! WORSE COMMUNICATION! SCAM!!!