“Happy with my item,
just didn’t enjoy waiting 2 months practically for it, I understand that sometimes delays happen it’s lucky I was in for it when it finally come cuz I could’ve been out or away. It’s kinda put me off using you again for vinyl I’m not gunna lie. I’m sorry. I didn’t mind the wait but still I’d rather it came time it said which was like two day post with dpd. I dono. My worst experience with online I’ve had I think to date. Wouldn’t recommend to a friend. I’m sorry. :/”
“Listing prices that they cannot hold because the item is not in stock and then asking for extra money to source it elsewhere. Not very professional but at least the item arrived safely.”
“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…”
“Ordered 3 records. One of the records I originally ordered was out of stock, which delayed the order about a week until they informed me. After that I chose a replacement and they shipped the package.
Communication by email was good once they notified me about the unavailable item, so I appreciate that part.
However, the shipment then spent around 10 days stuck in customs (which I understand is not the store’s fault), and unfortunately one of the records arrived slightly damaged. Luckily the damage is near the end of the track so it’s not a major issue, but it’s still disappointing.
Because of the delay, the customs process and the minor damage, my overall experience is 3/5. The store communication was good, but in the future I will probably choose stores that ship from the EU to avoid customs delays.”
“The first order there was no stock of one item so ordered an alternative, the second order the same so asked for alternative but no stock of that item either. Both instances show items available.
Slow to respond to emails”
“Quick delivery, well packaged.
However way to aggressive with marketing emails...up to 6 in one day...completely unnecessary. Service and delivery would give 5 stars but way over the top with emails after my purchase.”
“No completely happy with the way this shop works, they list products they do not have in stock and then when they can't complete an order they ask you to take credit or wait 14 days for a refund.”
“There are several ways in which you could improve:
Stock visibility - when going on the website and making an order, all of the items were listed as in stock. Its only after I made the order I was contacted by email saying that two items are out of stock, one of which was not going back in stock so I was offered a voucher or buying something else instead. It is better to know in advance what is in or not.
Communication - the back and forth with customer service guy about the situation felt a bit clumsy. They said the items would he sent out by a certain date and then the date came and they said actually its going to be next week… I don’t want to chase anyone, I just want a clear message when am i going to get the records
Refunds - vouchers are lost money. Nobody likes vouchers. I would rather get my money back next time.”
“It took a while for the items to be delivered, I got them eventually. I would advise anyone looking to buy records from horizonsmusic.co.uk to check and make sure they have the items in stock before you order, don't take it for granted that things listed will be available!”
“I ordered 1 vunyl then an extra 4 all the same vinyl, and all arrived in the hard plastic sleeves with creases going from bottom middle to side middle, 2 different deliveries, bit of a mess really not to sure how to fix them covers either”
“Got off on the wrong foot as web site said LP was "In Stock" when it was not, only when I queried the order did they admit they were awaiting delivery the next week. That said the LP did arrive in stock the following week and arrived quickly once available. Communication initially poor then good once I made them aware that I was not satisfied hence rating of 3 stars”
“The album I originally ordered was out of stock , despite it showing as in stock on their website. That said they did try and source a copy from the distributors which I appreciated. I was offered the choice of a similar priced album from their website. This was fine as I found an album which I’d been looking for but I should really have been offered a refund as they were unable to fulfill my original order. Also, a smaller point, the album cover on the replacement I chose didnt match the image on the website.”
“Delivery was super fast when the company actually received the vinyl from abroad.
It took around 2/3 weeks to proccess my order. Dont understand why it would say on the website "IN STOCK" when they have to source and ship the item to them selfs first before sending to the buyer.
Very counter productive.
Need to state to the buyer that if its says in stock its not guaranted to be deliverd by the given times.”
“I ordered twice a couple of vinyl albums. A large choice of albums and a couple of albums which were already a long time on my wanted list. This got me very excited.
In both cases a bit dissapointed to here that those albums were out of stock.”
“Seem to have good stock but are slow to despatch orders and customer service aren’t very responsive. When you do receive a response expect to be curt and bordering rude. There are several reviews saying the company is a scam, I don’t think it is but if they ignore customers whose orders are pending they could appear to be scamming them.”
“Sorry, but I had a poor experience with Horizons.
Waited months for my records and
Poor communication in letting me known what was happening.
They were not transparent with me and I had to keep contacting them.
I paid for records that they did not have in stock and this wasn't made clear. This happened a couple of times.
I also paid for a record, and did not receive for several months.
When I eventually realised and contacted them, again their correspondence was poor.
It did all get sorted in the end, but the experience has left me with a bad taste.
Maybe if I had received an apology and them acknowledging their errors...
Currently my faith is not restored in Horizons.”
