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Which? Reveals Best DIY Stores For Service, Price And More

Shopping trolley DIY shutterstock_121625722 725 x 500

Consumer group Which? has revealed its annual list of best and worst DIY stores.  

The Which? survey asked 6,212 people (1,610 Which? members and 4,602 members of the UK public) in May 2021 about their in-store and online DIY shopping experiences.

Store Customer score

To create the store customer score, consumers assessed a variety of factors, including product range and availability; employee helpfulness and knowledge; guarantees; customer satisfaction; website; packaging, and how likely they’d be to recommend the store/website. 

A further star rating was added to the survey this year, focused on each retailer's Covid-19 response. Consumers were asked to rate how well stores and websites communicated changes to the retail experience, for example, queues, social distancing and delivery delays.

Screwfix and Toolstation were both awarded scores of 82% and five-star ratings across the board, while ManoMano and Poundland achieved the two lowest scores at 57% and 67%, respectively. The full results are as follows:

  • Screwfix: 82%
  • Toolstation: 82%
  • Amazon: 77%
  • Wilko: 75%
  • B&Q: 73%
  • Brewers: 73%
  • Home Bargains: 72%
  • Wickes: 71%
  • The Range: 71%
  • John Lewis: 70%
  • B&M: 70%
  • Homebase: 70%
  • Robert Dyas: 69%
  • Argos: 69%
  • Poundland: 67%
  • ManoMano: 57%

Cheapest v priciest DIY store

Retailer Average basket cost:

To determine which DIY store offered customers the best prices, Which? put together a basket of 18 popular DIY items, including a handsaw, masking tape and a toolbox, and compared prices at Amazon, B&Q, Homebase, Screwfix, Toolstation and Wickes, using an independent price-tracking website. Prices were tracked to calculate the average basket cost (including special offers but not multibuys) from 31 May 2020 to 1 June 2021 at all six retailers. 

The results are as follows:

  • B&Q - £151.80
  • Homebase - £163.42
  • Screwfix - £165.38
  • Toolstation - £173.57
  • Wickes - £191.82
  • Amazon - £206.03

The results showed that Amazon was the most expensive retailer for all items, with the exception of a 25-pack DeWalt PZ screwdriver bit box, which cost an average of £4.96 at Amazon and £8.75 (76% more) at Homebase. Amazon charged £9.30 (126% more than B&Q, £4.11) for a Bosch multi construction TCT drill bit (6.5 x 150mm).

Worst DIY Stores

The survey results placed French online DIY specialist ManoMano at the bottom of the list, with a customer score of 57%. Prices were low, but respondents felt that product availability and quality was poor, and after-sales service and value for money was lacking.   

Poundland was assigned a customer score of 67%, while Argos and Robert Dyas both scored 69%. Poor product availability and underwhelming customer service were highlighted as problems at Argos.

Which? members can read the full article here: https://www.which.co.uk/news/2021/08/revealed-the-best-and-cheapest-diy-shops/ - Which?

Source : Insight DIY Team

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.  

16 August 2021

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