The Vinyl Store Reviews 

Absolutely unacceptable customer service. I have been trying to contact this business for weeks through every available channel: multiple emails, their online enquiry form, Instagram, and other platforms, and I have not received a single response.

I understand that it’s a busy period around Christmas, but that does not excuse completely ignoring customers. All I was trying to do was organise a simple exchange for an unopened item or at least get an answer about a return or refund. The total lack of communication is beyond frustrating.

If something goes wrong with your order, don’t expect any support. Based on this experience, I would not recommend purchasing from this store.

Edit - the response from the business speaks for itself. No acknowledgment of anything I’ve mentioned besides that the returns policy is on their website, which states “any claims for refunds need to be made within 14 days of receipt of delivery”. A bit contradicting if you don’t even take the time to respond back. Honestly pathetic

Hi all I've only been ordering record's from this store for about 6 weeks now and every purchase has been a pleasant experience there website is easy to navigate and there catalogue is excellent from selecting your record's to payment is so easy and they keep you informed of your order from confirmation to tracking your order to your front door overall I would highly recommend the vinyl store to anyone just getting back into vinyl or you've been into for year's

Great store. Fast delivery. Good price

Your response suggesting my order was sent to an old address that I need to change!! Absolute rubbish, I have never lived at the address you sent records to. I have used apple pay many times...you are the only company using the wrong address. You even suggested that I get in touch with the courier company to correct YOUR error. Don't worry it won't happen again because I've found another record company using the same payment method but coming to the correct address. You may wish to respond with more smoke and mirrors but I will not be wasting any more time.

Just started buying vinyl. The will not use the address I give them. I changed the last automated address to the correct one but when payment was being processed it changed it back. They don’t respond to email requests. We are on acreage and the address it overrides to is someone we don’t have any communication with. I won’t be using this site again.

Would not buy again. Record arrived damaged and could not return the Order.

I ordered a lot of record, I was disappointed to discover that The Vinyl Store doesn’t have a returns or refund policy. For an online store, that’s really concerning — especially when records can arrive warped, damaged, or not as described.

I would never order again, they even auto apply damage insurance to every order and don’t have a returns program (very dodgy). Every reputable vinyl retailer should clearly outline a fair returns policy and take responsibility for faulty or unwanted items.

Do not purchase form this retailer.

Provided faulty product - would not provide a refund

I asked to exchange a record as ordered the wrong one and they said no - called me a ‘Karen’

Very rude costumer service, send faulty product and no flexibility to resolve issues. Buy from a better local

Just had my second order completed through them, one of the records had a production fault which was sorted out over a couple of emails and a replacement is on the way. Couldn’t ask for better service. Otherwise, very competitive price wise, fast delivery and excellent range. I highly recommend them.

Very happy with all our purchases, fast delivery, really well package and everything plays perfectly so can’t be happier. We had no issues and response from store was great with simple question we posed.

Picked up a few records that I had been trying to find all in one store somewhere online and I was lucky to find them here, they actually have an awesome catalogue. Was happy with the simple checkout. I was thrilled however when they turned up and were packaged beautifully which I find to be rare these days as I hate when vinyl comes dinged due to cheap packaging. Just made another order and I’ll definitely be purchasing more very soon again. 5 stars.

Fast and reliable delivery. I appreciated the customer support provided. Highly recommend for purchasing vinyl for delivery. Thanks team.

Prompt and friendly service - all items safely packaged and delivered!

Ordered three vinyls for Christmas, they arrived two days before Christmas with one record (Christmas present) missing. No paperwork or communication. I emailed and received an email saying I would get a refund, no sorry or reason. Have had trouble in the past and should have known better. Won’t use them again

I bought some records from 'The Vinyl Store' before I had read the reviews here, which were less than glowing. I panicked and tried to cancel my order, but it was too late, as they had already completed my order. I emailed the company, and trusted that they would deal ethically. They did. The order was processed promptly, and sent within 2 days. It arrived within 6 days, all packaged very well and in perfect condition. I guess they proved the critics wrong.

Competitive prices, prompt service, packed well. no mess, no fuss. Would buy from again. Recommended

21 days later...

The endless dramas and unanswered emails were utterly ridiculous. Here’s a summary of my experience:

"All orders will be dispatched within 3 business days" — False. It took three weeks for my order to arrive.

"All items stocked in the warehouse" — False. Ten days after placing my order, I finally received a response to numerous emails, informing me that an item I’d ordered was unavailable. I was offered a substitution and assured the order would be shipped urgently.

"Flat rate postage for unlimited items within Australia: $12.95" — Misleading. The advertised rate excludes insurance, which is automatically added based on the value of the purchase. In my case, shipping came to $27.85

"Online support 24/7" — False. While their server may be operational around the clock, actual customer service is sporadic at best. Emails are only answered when it suits them.

"Within 4 business days, you'll receive an email with a tracking number" — Misleading. Eleven days after placing my order (and following the substitution of the unavailable item), I received a tracking number from Australia Post. However, the status remained "Label created by sender" for a week, prompting further unanswered emails.

Resolution through formal complaint — After 18 days, I lodged a formal letter of complaint threatening legal action through NT Consumer Affairs or the ACCC.

Response and shipment issues — Following my complaint, The Vinyl Store finally replied. They claimed the package had been sent but was lost in transit. I was told (misleadingly) that the matter was now between myself, Australia Post, and the third-party insurer.

Delivery and packaging quality — After 20 days, the records (valued at over $1000) finally arrived. The packaging was appalling: a thin cardboard box with a single layer of budget bubble wrap. Thankfully, the records were undamaged, but this was sheer luck.

Final thoughts.

This has been one of the most frustrating retail experiences I’ve ever encountered. While I’m relieved to have finally received my records undamaged, the lack of communication, misleading claims, and poor packaging make me reluctant to shop with The Vinyl Store again.

They charged me for post insurance which I didn't order.

I have not received my order which was supposed to be in stock. When I track it, it says it’s being processed. The shop has not responded to my emails.

Ordered an item nearly a month ago, two emails and no reply yet. Rubbish service, will not be ordering from here again

Despite the great promises of customer service should you have issues on the website, my experience was exactly the opposite. After ordering a bunch of vinyl, one came damaged in the post-pack with 3 others that were fine. On raising this as outlined on their website, the response was that they didn't believe it was sent that way, and the recommendation was to commit insurance fraud by claiming it was damaged in the post. Compounded by really rude responses I could not recommend these guys - such a shame.

Bought 2 Vinyls from the is company, they both came in perfect condition and at shocking low prices, the team I asked questions to came back almost instantly and answered the question quite well. This is definitly a company I will buy from again.