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DIY retailers feature in Which? best and worst online shops survey

Toolstation angled

Winners this year are white goods retailer AO.com and beauty specialist LizEarle.com. Shoppers love AO.com for its fast delivery. Meanwhile, Liz Earle customers praised it for its 'beautiful wrapping' of products and free samples.

Sitting at the bottom of the table is telecoms firm EE. Customers criticised its website for not having enough information.

We can reveal what shoppers love about the best online shops and why those at the bottom disappoint. Read on to find out exactly how we rate online shops, why people choose to shop online and the truth about user reviews.

The gallery below includes the highlights of the best and worst online shops. Scroll down to see the full table of results for the best and worst online shops of 2015.

Online shops rated by their customers

Online shop Customer score
AO (173) 87%
LizEarle (68) 87%
Toolstation (66) 85%
John Lewis (685) 84%
Wiggle (61) 83%
Body Shop (126) 83%
Allbeauty (99) 83%
EBuyer (93) 82%
Fragrance Direct (97) 82%
Amazon.co.uk (4,422) 82%
MAC Cosmetics UK (60) 82%
Screwfix (119) 81%
Clarks (165) 81%
Abebooks (145) 81%
Lush (67) 81%
Richer Sounds (35) 81%
Bonmarche (144) 80%
ASOS (227) 80%
QVC (247) 79%
Lakeland (93) 79%
Zalando (49) 79%
Smyths Toys (77) 78%
George at Asda (281) 78%
Next (418) 78%
Amazon Market Place (2,151) 78%
Perfume Shop (65) 78%
Boden (89) 78%
Feelunique (107) 78%
LookFantastic (69) 78%
eBay (2,480) 77%
Boots (402) 77%
F&F (170) 77%
Tesco Mobile (48) 77%
Miss Selfridge (62) 76%
Maplin (67) 76%
M&S (617) 76%
M and M Direct (127) 76%
Superdrug (188) 76%
Appliances Direct (49) 76%
Gap (78) 76%
ChainReactionCycles (36) 75%
Not On The High Street (43) 75%
Boohoo (161) 75%
Matalan (159) 75%
Go Outdoors (67) 75%
Dell (40) 75%
Tesco Direct (865) 75%
New Look (222) 75%
Three (56) 75%
Debenhams (485) 75%
The Works (120) 75%
River Island (112) 74%
MissGuided (68) 74%
Cotswold Outdoor (44) 74%
Kiddicare (61) 74%
Early Learning Centre (68) 74%
Wilko (132) 73%
Dorothy Perkins (158) 73%
House of Fraser (258) 73%
Zara (81) 73%
Asda / Asda Direct (434) 73%
Dunelm Mill (121) 73%
Waterstones (158) 73%
Game (167) 73%
Co-operative (The) (50) 72%
Argos (994) 72%
JD Sports (177) 72%
Costco (155) 72%
Very (247) 72%
Mothercare (148) 72%
Apple (95) 71%
BHS (248) 71%
Jojo Maman Bébé (65) 70%
Currys (222) 70%
Top Shop (106) 69%
Sports Direct (353) 69%
Simply Be (106) 69%
Sainsbury's (325) 69%
Top Man (66) 68%
Decathlon (37) 68%
Carphone Warehouse (55) 68%
Wickes (120) 68%
Disney Store (68) 68%
Evans (83) 68%
Toys R Us (100) 68%
Play (361) 67%
Halfords (93) 67%
Littlewoods (279) 66%
B&Q (206) 66%
O2 (60) 65%
Mamas & Papas (61) 65%
Zavvi (95) 65%
WH Smith (97) 64%
Laura Ashley (69) 64%
H&M (144) 64%
PC World (93) 63%
Homebase (176) 60%
Vodafone (49) 59%
Evans Cycles (34) 59%
EE (60) 58%

Using the table
Sample sizes: Sample sizes are in brackets.
Customer score: This is based on a combination of overall satisfaction and how likely people are to recommend the company to a friend.

Best and worst shops 2015: interpreting the table
Why do people choose to shop online? UK shopers told us their top reason was because it’s easier to find what they are looking for. This is closely followed by being cheaper, having a greater choice of products and being able to shop around the clock.

So it’s no surprise that our two top performers - AO.com and Liz Earle - were both widely praised for their speed and efficiency.

When it comes to deciding what website to use, price is the top factor. Nearly four in ten people said this was the most important consideration.

On the flip side, it’s perhaps not surprising that online shops which fail to offer ease and convenience also fail to win over customers. We found online shoppers got most annoyed about paying a high price for postage and packing – closely followed by having to pay for it at all.

If something goes wrong and you want to take it further, remember to check out your consumer rights.

How we rate online shops
We asked 10,505 people in July 2015 about their experiences of shopping online over the previous six months. To be included in our results we needed at least 30 responses for each retailer. Customer scores are based on overall satisfaction and how likely people are to recommend the company to a friend.

For the first time this year, we used members of the public - rather than Which? members - for this survey. This means our 2015 results are not comparable to previous Which? online shopping surveys.

Source : Which?
http://www.which.co.uk/

28 October 2015

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