“After waiting severalmwerks for an order I contacted horizon music as they had bot been sent out on the release dates of the albums, only to be informed that several of the albums had been sold out! I asked for both orders to be cancelled, they only cancelled one and it wasn't after several emails that I got a refund on one of the orders instead of store credit. The first order wasn't packaged that well. Overall experience compared with Juno etc, poor ..I won't be using again.”
“Shocking.
Very poor experience. I paid extra for fast delivery based on the website promise of same-day dispatch and 1–3 working day delivery, but this was completely misleading and just an outright lie. Nowhere did it say the item wasn’t in stock and would need to be ordered in first.
Instead of arriving within days, which I needed as it was a gift for my brothers 30th birthday, I was told it would take weeks, and over a month later, I’m still waiting despite being repeatedly told it would come “next week.” Paying for faster delivery was pointless as the service wasn’t delivered at all. To make it worse, the email responses were quite stroppy and defensive.
The lack of transparency, constant delays and defensive communication is unacceptable. I would not recommend this company and will never buy anything from them again.”
“Amazing selection of records, wonderful customer service and support; never had any issues with my orders, fast reliable delivery options, trackable with the shop app, brilliant deals and a good email service, keeping you in the loop on the latest news”
“If you are willing to negotiate store credit for refunds, wait weeks for your items to arrive. Then the store mess you about for weeks, then crack on ordering from Horizon music.
I could upload the conversation emails but I can't be arsed anymore.”
“Was after a copy of one of my favourite albums, and never been able to find it on vinyl. However I was able to get one through Horizon Music. Reasonable price, fast delivery and was kept updated throughout”
“Very poor customer service. Items not in stock when told they are? Late delivery/dispatch.
Poor, unprofessional emails with little to no information given.
Then messaged asking for a good review as they feel like customers are boycotting their business?
Very disappointed.”
“Outstanding record which arrived in pristine, mint condition. Quality service. Timely delivery. When the green light is go - you can trust in Horizonsmusic.”
“Took about a month to be delivered. Stock on website is innacurate, wishy washy communication. One of the records sent was the wrong version (black repress instead of marbled first press) and was still charged the price of a first press however due to being worn down from the experience i decided to just keep it. Also still waiting on a refund for one record he couldnt source...not a scam just not a good business will not be using again.”
“Great website, love the preview of listing to the songs before purchasing. Prices are usually competitive.
Could be a bit quicker dispatching, have had to chase things a few times to get updates. Will use again.”
“I didn’t check trustpilot before I ordered, oops. Anyway I ordered one record on the 20/01/26 and it was shipped on the 25/02/26. To be fair, they did always reply to emails. And I don’t know how it would have gone if I’d asked for an email, but I was ok waiting seeing as they were replying quite promptly. Even though I was told 2 weeks and it turned into 4. It really does seem like they need to manage their online stock to accurately reflect what’s available, otherwise it is deceitful. And surely they’re just making more work for themselves having to reply to all the “where’s my order” queries. You know, as a small team…”
