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B&Q And Homebase Perform Badly In Which? Online Retailer Survey

Homebase website December 2019 725 x 500.jpg

Consumer group Which? has revealed the latest results from its best and worst websites survey.

More than 7,000 shoppers gave their views on online retailers and, for the third year in a row, Homebase was at the bottom of the list of 100, with B&Q positioned just one place higher.

Shoppers were asked to rate their experiences with online retailers and Which? created a customer score for each website based on their scores.  

The three highest-rated retailers - LizEarle.com, RicherSounds.com and WexPhotoVideo.com - all scored 93%.

Homebase.co.uk was awarded a score of 57%, with one respondent advising that their complaints had been ignored by the retailer and another advising that they had placed orders that had later been cancelled as items were out of stock.

B&Q, which was 99th on the list, scored 59%, with customers complaining that the website range was lacking and prices weren't competitive.

Other DIY and home improvement retailers fared far better:

Joint 4th place: JohnLewis.com, with a customer score of 90%

Joint 11th place: Toolstation.com, with a customer score of 88%

Joint 14th place: Screwfix.com, with a customer score of 87% 

33rd place: Amazon.co.uk, with a customer score of 82%

Joint 40th place: IKEA.com, with a customer score of 81%

Joint 58th place: Argos.co.uk, with a customer score of 79%

Joint 58th place: Wilko.com, with a customer score of 79%

74th place: Dunelm.com, with a customer score of 74%

Joint 87th place: RobertDyas.co.uk, with a customer score of 71%

Joint 89th Place: Wickes.co.uk, with a customer score of 70%

92nd place: TheRange.co.uk, with a customer score of 68%

Last year's results can be found here.

For all the very latest news and intelligence on the UK's largest home improvement and garden retailers, sign up for the Insight DIY weekly newsletter.


Source : Insight DIY Team and Which?

11 December 2019

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