This model is for a 12” rough in and mine is only a 10” rough in. I am on a slab so it would take major construction to cut it out and recast it. I will updgrade ny rating if I can get a suitable replacement. I believe that there is a model with similar features but uses a 10” rough in.
Response from HorowJun 5, 2026
Thank you for your feedback. We understand the inconvenience caused by purchasing a model with the wrong rough-in size. We’re happy to help resolve this issue, and our customer service team has already reached out to assist you with suitable replacement options.
Thank you for your patience, and we look forward to finding the right solution for you.
JG
JOSUE G.
Its not the right size
Its not the right size, i order the toilet from Amazon. It didn't come with the tanks cover. I didn't go ahead and return it. Because the expense was too much to send back and it was on the customer. Now I purchased another one, and it doesn't fit right?
Response from HorowMay 11, 2026
We’re sorry to hear the product did not meet your expectations.
Our support team has already been in touch to better understand the issue and provide assistance. Customer satisfaction is very important to us, and we’ll do our best to help resolve this matter.
GE
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.
Response 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.
JW
John W.
Terrible Thousand Dollar Plus Toilet - Company Doesn't Stand Behind Product!
Steer clear of Horow as a company. I purchased this toilet six months ago, and it has NEVER flushed correctly, from day one. I've reached out to the company numerous times, and they have been nonresponsive. It was installed correctly by a professional, licensed Plumber. I have other "smart toilets" in several other bathrooms in my home, and it's only this Horow toilet that has never worked correctly. It is absolutely NOT worth the outrageous price tag. I will gladly update this review, if this company ever decides to reach out to make things right. I would look elsewhere (Toto, Kohler, or even BioBidet) for companies who are far more reputable, and who stand behind their product. We're blessed to have a lot of bathrooms in our home, because if we had to rely upon this terrible "smart toilet", it would be a very bad thing...for our entire family. My wife has already warned me to never bring anything from this company into our home...ever again! If I could give this company minus five stars, I certainly would. The minimum one star that Trust Pilot requires is far too high for Horow to receive!
Response from HorowJan 19, 2026
We’re truly sorry to hear about your experience and understand how frustrating this must be—especially given the investment you made.
This is not the level of quality or support we aim to provide, and we sincerely apologize if your previous messages were missed. We would really like the opportunity to review your case and make this right.
Our customer support team is reaching out to you directly. Please keep an eye on your email so we can assist you further.
MA
maher A.
I have 2 child
I have 2 child, and they can’t use it. Because the sensor..
Response from HorowNov 17, 2025
Thank you for your feedback, and we’re sorry to hear that your children had difficulty using the sensor.
It seems that when younger or smaller children sit closer to the front of the seat, the sensor may not be activated as expected. We really appreciate you pointing this out.
We’ve already shared your feedback with our product development team, and they are looking into potential improvements for future product versions. Your input is invaluable in helping us make better products for families like yours.
Thank you again for your understanding and for helping us improve.
