“Oh dear! Have a look over at TrustPilot (a dodgy site for sure!). Neil Monteiro (or his dopey colleague ‘Carolyn’) are very busy posting FAKE five star reviews.
These criminals should be shut down by UK authorities ASAP.
I was lucky enough to get a refund via PayPal after Horizons Music never dealt with my order and simply stole my money. PayPal have since BANNED Horizons.
Avoid this gammon company like the plague!”
“AVOID! AVOID! AVOID! Complete sham of a company & DO NOT BUY anything from them!!!
They accepted an order for 2 x albums and then came back to and asked if I wanted alternative items. I said no thanks, just refund me....looking at these reviews they've done exactly the same to me as others.
They said a refund would be made within 14 working days, but no refund has been made & I keep getting fobbed off!
I am in the process of obtaining a refund through my credit card & I will be reporting them to the Trading Standards team local to them.
A COMPLETE BUNCH OF SCAMMERS!!!! DO NOT BUY FROM THESE LOWLIFE ROBBERS!!!!”
“Like everyone else he scammed me to with the 14 day refund still haven't received it and won't. I feel like we all need to report him to trade and standards and get he's site taking down he's been doing this for years now from what I have read. This is serious fraud and deserves a criminal investigation because no one is reporting him he needs to be held for what he's doing or he won't stop”
“Terrible customer service, missing orders and no refunds
What an unprofessional company. Never buying vinyl or anything else from them again. I never got my vinyl, Evri lost it. Horizon Music takes ages to reply even when I had already sent them proof and meanwhile I don’t have my product nor my money back! THIEVES! I don’t recommend them at all. Chargeback on its way! Scammers!”
“I send back five 7 inch vinyls reason being they came wraped due to poor packaging. still waiting for a refund more than one year later (over £40 waiting to be refunded ) Neil constantly emailed back to my complaints saying it’s due this week’ and offered store credit that I refused because I don't want records from here anymore being the second time I order and had similar experience . He eventually said he’d refund me, which takes 14 working days and still no refund....more than one year of emails. ridiculous.
I have proof of the order, proof that the return got back to the factory,(Neil admited in an email that they got the parcel) and saved all the emails between me and Neil.
Do not buy from here !!!! Been a collector for 20 years, never have I experienced somthing like this.
SCAM SCAM SCAM SCAM SCAM”
“Takes cash upfront on pre-orders. If you cancel order, there is a debate whether you really want to cancel. Then there is a lag of 7-14 days to get the refund (still counting and yet to see). Don't be tempted - and if you do, make sure you pay with Amex or PayPal where payment provider can step in for dispute resolution. But why bother - there are plenty independent vinyl shops out there with better inventory, pricing, and track record.
Update: having read the reviews, raised dispute via AmazonPay, if no traction within 24 hours (i.e. refund not promise), will raise dispute via Amex. Sorry Neil, I cancelled £170 of the £199.70 order via email on 12th May. Based on no refund to date (and sort of emails) I did some digging on Reddit and requested to cancel / refund the remainder via email on 22nd May and raised dispute via AmazonPay on the 23rd May, to be followed by Amex on the 24th May. No established business can require 14 days to refund 200 sterling - unless the business has a massive cashflow problem or worse. I have downloaded T&C from the site - there is no mention of 14 day wait for refund for cancelled orders (but there is a 30 day wait for refund on lost or returned orders. So my conclusion remains to avoid. There's Rough Trade, Townsend Music, Burning Shed, Revolution Records, Juno etc. to choose from, some don't even take your cash on pre-orders, not until the items ship, so you know the business you're dealing with is financially solid and reliable.
23 July 2023 Update: Amazon Pay completed refund. Neil Montero attempted to get TrustPilot to remove my review "because they don’t think it’s based on a genuine experience". Sent the entire chain of emails to TrustPilot. Funny thing, the item I ordered (Madonna's Finally Enough Love set on colour vinyl) and that Neil claimed "is extremely limited and i know alot of orders will be cancelled by other stores" (direct quote) is still widely available everywhere, including Amazon.”
“Ordered vinyl and waited four months for it to arrive. Even spoke to Neil and he gave me an excuse about moving warehouses. He doesn’t even have a warehouse. He advertises stock that he doesn’t have. Buy from reputable dealers and avoid this shambles of a “company””
“Charitably, you could accuse them of being incompetent. Less charitably, you could accuse them of being crooks.
Like so many others, ordered something showing as in stock. Heard nothing for weeks, chased it and was told it was not in stock. Asked for a refund - after back and forth with the company trying to persuade me to buy something else, they agreed to a refund in 10 working days. Waited 3 weeks, contacted again - they seemed surprised I wanted a refund. After another round of back and forth, agreed to refund. Surprise, surprise, the refund never arrived.
I would recommend avoiding them and if you want a refund approach your bank for a chargeback for goods not received. Perhaps that way they will lose their banking facility and stop ripping people off.”
“If I could leave zero stars I would. My 18 year old son spent some of the money he had carefully saved on a Frank Ocean record. He also paid for next day delivery. This was on 31st May. The record did not arrive so I emailed Neil Monteiro on 6th June and received response the next day:
Hi
Frank ocean titles are due in 1-3 weeks
they are extremely high demand preorder titles and as soon as monthly batch comes in we ship to earliest orders
as soon as in we will ship, pls check product page for info
Needless to say, we still haven't received the record nor a refund. I think we have lost about £45.
In addition, we are bombarded with Horizons music emails, which I block, but then a few days later, another email address is used to bombard us again.
AVOID PLEASE! DO NOT LOSE YOUR MONEY”
“It's a scam, stay away from them. They charged to me undue custom duties and sent a different product, not the limited edition shown on sale in their website.
So I ended up paying the standard version of a vinyl much more than I would have paid on any other website.
Got no answers to my requests of refund and to my complaints.
Impossible to get a refund”
“I've since checked other review websites and seen Horizon Music has 1.1/5 over 121 users on here - all stating the same blurb; Scam website. Trustpilot seems a little more forgiving at 3.5/5 but it seems to be a mixed bag - I believe of the few people items are sent out to, they are asked to leave positive reviews, therefore bumping up the scores. My dealings have been less than stellar.
Placed an order for an LP which was on sale from £46 to £19.80, so of course I placed the order, paying £5 for 48Track. A week later I tried to track the delivery status, without success, therefore I completed the online form to ask for an update. Response was that the item is out of stock and they couldn't honour the sales price, if I now wanted the item I'd have to pay the difference. I argued this, that on their T&Cs and the main page, it states to order the item even if out of stock (which mine didn't appear to be a week ago) and they would delivery when available. The funds have been taken so this price should still stand - the response was a firm, no and they cancelled the order, advising a refund has been issued.
This is completely wrong and not at all how a company should run its business. If you've advertised at a certain price which a consumer then takes up, you cant then change those rules - especially when you have nothing in your small-print to say this could happen.
I now need to wait to see if this refund materialises as alot of comments have been that monies are still not forthcoming. So sad really.”
“FRAUDULENT COMPANY DO NOT USE. Take money, do not send items, then refuse to refund or communicate. I've reported them to police fraud department. Now taking them to small claims court. I can provide supporting evidence for everything.
DO NOT USE”
“Took cash on pre-order. Later on I decided to cancel part of it. There was a debate whether I want to cancel on the premise “it will be limited edition, many pre-orders will be cancelled” (!). Eventually agreed to issue refund in 14 days. While waiting, I went through reviews on Reddit, Trustpilot etc. and requested to cancel the rest of my pre-order. Got told that refund will take further 14 days (clock resets?). Got called “impatient” when inquired why should it take 2 weeks to reverse a payment transaction which involved no product return. Got told that I had put them “out of picket” (£200, seriously?). Raised dispute via AmazonPay, will follow with dispute via Amex. Either a business with major liquidity problems or an outright scam. Stay away, there are plenty indie vinyl shops out there.”
“I'd give 0 stars if possible. Their inventory isn't accurate, and after letting you know the title isn't in stock, offer only a credit, and not a refund. If I'm going to be paying shipping to USA, it's going to be for the record I want. Lousy customer service as well. It took 3 days for them to tell me the title was out of stock. Then, since I demanded a refund, told me it could take 30 days to process. There is no shortage of places to buy vinyl online. I'll cross Horizons off the list.”
