Phonica Records Reviews 37

I have been visiting Phonica Records for over 14 years, and every visit is truly special. The staff are incredibly friendly and helpful, especially Simon and Luther, who always recommend records and assist with such care. I also love everything the store does in terms of events and initiatives, the in-stores are so good! Phonica is more than just a record shop! it is a welcoming and inspiring place for all music lovers.

Phonica is renowned for having the best vinyl selection globally, and I was a dedicated customer during my time in London. However, this recurring logistics failure and a complete lack of urgency in customer service have made ordering from you truly impossible.

My recent order, placed on November 7th, 2025 (Order 324543), cost an egregious £16.21 for shipping. Almost a month later, the DHL tracking (LY869014045DE) confirms the service has failed, marking the parcel "Delivery not possible - return to sender."

I contacted customer service and was met with a promise of an update, followed by absolute silence. I am due to depart the country this Saturday for over a month and, due to this profound delay and non-resolution, I can no longer accept the order.

Crucially, while reviewing my account history today, I discovered two separate orders from 2018 that were marked 'shipped' but were never, in fact, delivered. This demonstrates a clear, long-standing, and unacceptable pattern of logistical failure that was never rectified or even flagged by Phonica.

I have no intention of letting £44,52+ simply be swallowed by this incompetence. The buck stops with the retailer, not the courier.

I require an immediate and full refund for the cost of the records AND the £16,21 shipping fee.

It is disheartening to see a record shop I hold in such high regard fall so short on basic fulfillment and communication. I sincerely hope you will remedy this situation urgently and professionally to stand a chance of restoring my faith.

[UPDATE: Response to Phonica's Reply]

I have read your response regarding "conflicting requests". Let's be clear: the confusion only arose because of the lack of timely support.

Given the situation and the history of lost orders (2018), I have decided that I do not trust the reshipping process.

I have just sent a formal email confirming my final decision: I request a FULL REFUND (items + shipping). I expect this to be processed as soon as the package returns to you, without further delay..

Always the best experience. Top selection of records. Wonderful staff with great taste. Highly recommend

This place is one my top recommendations to anyone that collects records! The staff is super friendly, knowledgeable and passionate, always helping you find exactly what you’re looking for. Whether I’m looking for something in particular or having a wonder, I always discover unexpected gems here! Also don’t miss out their in-store sessions ;)
The kind of record shop that keeps you coming back :)

Phonica has been an icon in the music world for decades. Amazing team, huge passion and knowledge, always go the extra mile to source. The guys who wrote the one star review must have been exceptionally rude/ a d*** because everyone who works there are professionals and good people.

Great record store! Always a pleasure shopping here.

Great spot! Staff knowledgeable and always helpful, lovely overall vibe. Highly recommend.

An absolute institution.
Phonica staff are exceptionally knowledgeable, kind, and patient; always ready to guide us in discovering real treasures. It is truly remarkable how they keep the excellence both in vibes and music selection for over two decades. Also, keep an eye on their programming, as they host some of the coolest live gigs in their space. Sure, something not to be missed when in London. Solid, consistent, and authentic. Long live Phonica Records!

Extremely rude on the phone! They Advertise records for sale that they haven't got in stock
Do not use this service, utter time wasters. The owner told me to go fu#ck myself after his also rude collegue passed me over.
I will repeat this review all over the Internet due to their rudeness!
Rip off postage price as well.
DO NOT USE!
Order number 31864
Proof I used them incase they try to get this review removed.

Excellent customer service from Phonica.
It's when things don't go quite right you see what a company is really like. Thank you to Sam, Kieran and Josh. My issue with a defective record was resolved swiftly and consequently Phonica is still my go to record store. Many thanks.

Came across this company whilst searching for an old Record Store Day item I was after.
An email to check it was in stock was responded to quickly and in a friendly manner, and the record was in my sticky hands less than 48 hours later.
Very happy customer and will certainly be using again.

Great stock of vinyl and really helpful service.

great music selection, the staff is very friendly.

Always the best selection of music and the most knowledgeable staff. Best record store in London.

Love the selection, love the staff, love browsing for days listen to tunes. Its like a hug from a vinyl

Phonica is one of London music landmarks. The staff is very knowledgeable and patient, if you are looking for something specific they will either have it in the shop or order for you, if you instead look for inspiration they will be sharing ideas, without limits. It's one of the few record shops left where music comes before business, people before numbers. Last week I needed to buy a present for my brother who has everything and more, and only thanks to their dedication I finally found a record he did not even know it existed - thanks Phonica

Top-notch record store, great in-store events. Very knowledgable team on hand. Love this place! Great sweatshirts too :)