“Have ordered a few times from Horizon, including pre-ordering new releases - usually new CDs and existing vinyl. Never had any complaints. Prices fine, comms fine and even money off vouchers for return purchases etc. Used before, would use again. I know there are some bad reviews but I have had no bad service. But I do know that some of the bad reviews use exactly the same phrases and have really simple spelling errors - like the word vinyl which seems weird to me. I don't know what to believe but I believe I'll shop there again.”
“Ordered some records as pre-orders, but after some time I decided to purchase those records elsewhere. I reached out to get a refund and was refused a refund for items I never received. I was forced to use store credit instead, even though I requested a full refund. Emails with Neil have been unprofessional and poorly written. This business feels like it's more of a sloppy front than a well-oiled machine. The experience between a store like Horizons and Juno is night and day! I won't be using Horizons music again in the future even though I have store credit there.”
“Shocking customer service. Pre-ordered item months before release and it didn't arrive until well after the release date. Returned to Horizons Music and signed for by them on 22/05/2023, receipt of item eventually confirmed by them weeks after. Twice it has been confirmed I have been refunded back to purchase card; and yet still not refund received. Now Horizons Music are not responding to emails or contact via their website”
“Thief and scam artist.
Neil Monteiro is an absolute clown of a human with no respect for others
Do not place an order, your money will be stolen and you will not get a refund.
This company should be closed down by the authorities. I have reported him and Horizons music.”
“Absolute scam.
Neil Monteiro keeps telling me that my money will be refunded and the money never arrives in my account.
It's time to go legal with this scam artist.
Do not order from this scumbag company.
Neil Monteiro owes me 238 euros and has no intention of paying it back.”
“Very similar to almost every complaint here. Placed an order (August 2022), waited months for delivery, cd never arrived, contacted company, it said it was moving warehouse (still moving, it seems, given comments from four weeks ago), and then I looked up its feedback. I requested a chargeback on my credit card which my bank completed. Given the feedback here, a complaint to trading standards is warranted.”
“DO NOT ORDER HERE !!
I made an order in February for more than £200! I had no news about my order 2 weeks after. So I contact them and they told me to wait because 2 vinyles were missing to send the total order. As I was not in a rush and quite understanding, I decided to wait more. I contacted them again 1 month after. Again they told me to wait more. Now we are in August, I waited for more than 6 months without any news... I contacted them yesterday, and they told me they are not able to send the order and they cannot refund me because "the order is too old". It's really a SCAM !
I lost £200 and a lot of time and energy...”
“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”
