Grant E.
I am disappointed with this…
I am disappointed with this transaction. We purchased the Horow toilet a couple years ago. The inlet fill valve connection broke during the night with no apparent cause spraying water on the floor. I went to your website to find the replacement and found an assembly matching the one we have. But I had to purchase the complete assembly. You sent a different assembly. I contacted you about getting the one I ordered. After several emails I was advised that the assembly you sent was an upgrade, no apology about sending the wrong item or an offer to send the assembly I ordered. If you are no longer sending this assembly, then remove it from your website. Also, the email asking for me rate my experience was in Chinese. I had to hit a translate button to provide comments. So this is not a usa company.
Reply from HorowApr 8, 2026
We’re very sorry to hear about your experience and sincerely apologize for the inconvenience caused. This is not the experience we want for our customers. We understand how frustrating it must have been to deal with the unexpected valve issue and then receive a different assembly than the one you ordered. Your feedback regarding the product listing and our communication has been noted, and we will work to improve both accuracy and service. Our support team has reached out to you to better assist in resolving this matter—please kindly check your inbox (and spam folder) for an email from [email protected] . We’d really like to make this right for you and provide the correct part or an appropriate solution as quickly as possible. Thank you for bringing this to our attention, and we appreciate your patience.