Hortonsengland Avis 14

If I could give a zero star I would, worked on a custom order for almost four weeks and placed the order then two days after order was placed they emailed to let me know that order was canceled as they cannot deliver on time after confirming multiple times and working on the order for so long they just canceled it did not even try to fix their mistake nor tried to prioritize the order instead wasted my four weeks of emailing back and forth so if you want to give yourself a headache and a nightmare try placing an order

Sent an email 8 days ago as a hat I bought was too small. Sent a follow up. No reply so far.

I ordered a scarf and hat for Christmas.
The scarf has arrived but the Royal Mail tracking code didn’t work. The hat has still not arrived. I have sent 3 emails to check if the hat is on its way -no response as yet. I appreciate it’s a busy time of year but a simple response to inform me of what is happening would be very useful.

I ordered a mayfair coat from Hortons England. I was contacted straight away to be informed that the coat would take a little longer as they make their coats to Order and this is a very busy time of year for them. When the coat arrived, it was of exceptional quality and just as described. The customer service and after-care Was exemplary. I will definitely be going back for another coat.

I bought a long houndstooth coat from them. Very eyecatching and pretty! However, the quality feels cheap. The lining is poor quality fabric and the hardware is very cheap. Not what I’d expect from a so called luxury brand. I find it odd that there is no tag in the coat saying where it was made.

I ordered a coat and since no email update or tracking possibility and the support mail address on the portal did not work, was misspelled, I thought it was a suspect company. I requested refund and cancellation due to lack of information, no feedback to questions…
After quite a long time I got the refund, so my experience was not good but it is not a scam company. They however need to improve their delivery and customer information routines, modify support mail on the web as well as respondent to customer!
BRs Eva

Misleading Sales Practices and Poor Customer Experience

I ordered a Belgravia Cashmere Coat with real fur cuffs from Horton England in August 2025 at a discounted price. They confirmed the order and took the first Klarna payment but failed to deliver the product as described.

Weeks later they admitted they only had the faux fur version and tried to offer me a partial refund rather than honouring my original order. I was also falsely accused of initiating a chargeback, which was untrue — Klarna had simply paused payments during the dispute.

They blocked me on Instagram after I shared my experience, which speaks volumes about their attitude toward customers. Klarna eventually refunded my payment, but Horton England has not been held accountable.

I would urge other customers to be cautious when purchasing from this company.

ABSOLUTELY DISGUSTING CUSTOMER SERVICE

Did not send item, did not provide a refund, no communication at all,

disgraceful, do not shop here

The coat looks just like the picture. The size was accurate as well. I have no complaints. I thought the price was very reasonable. I was a bit nervous about the other reviews, but I took a chance and had a good experience.

Appalling customer service. Have sent goods back as they arrived dirty and have had no refund. One item still has not been delivered 3 weeks after I ordered it and numerous emails to the company have been ignored. The company is a complete scam, do not shop here.

After an undelivered Christmas gift purchased by my son, I followed up in the NY and Chris from the family run business couldn't have been more helpful. He responded immediately by email and phonecall and assured me a replacement would be issued. My hat arrived 2 days later - shame they've got the bad press below as my son just wrote them off as a 'scam'. Whereas, I couldn't fault their customer service.

Received my purchased goods just fine however the item I bough did not fit me at all. I went through the refund process as instructed on their website. I’m returning the item from Australia to UK at my own cost so approx £40 to ship. The return arrived in UK on 22nd October and despite numerous emails to Hortons to chase up my refund I have heard absolutely nothing in response it is now 27 December. Very disappointed. Don’t shop with Hortons England. Hi Hortons if you’re reading this my order number is #7180 please contact me- this is not going to be the last you hear from me.

Ordered a coat weeks ago and still haven't received it. When I emailed them they claimed it was still being "made at the tailors". I still hadn't received it a week a later, and so when I emailed again, they claimed it would be shipped out that day. It never was. Since then they've ignored all phone calls, emails and social media messages. They have some nerve suggesting they're a "luxury" brand. The worst customer experience I have EVER experienced. This company is a scam!

Order: W2J021361-A via "Friends of Joules"

I emailed Hortons England twice now, directly and via the Joules website/order page with the returned tracked label and number which shows that they have received my return.

However I have received no refund and more importangly noone ever replies to my emails/messages I sent them,