WHSmith rated UK's worst high street shop by Which?

28 May 2018, 02:48

WHSmith has been voted the worst high street retailer in the UK this year, in a Which? survey of over 10,000 shoppers.

Customers complained of out-of-date WHSmith stores, expensive products and poor customer service in the survey of 100 major retailers which was carried out in January.

The retailer has been in the bottom two of its poll for an eighth consecutive year, Which? said.

The customer scores given were based on experiences of purchasing items other than groceries, their level of satisfaction and the likelihood of recommending each shop.

John Lewis dropped to 10th place - its worst ranking since the annual survey - but it still came out top when rated for its appliances and electronics, furniture and home, outdoor and sports and well-being and beauty.

Lush, Savers and Smyths Toys were named the highest ranking shops. Customers praised the smells of Lush stores, the prices at discount cosmetics store Savers, and the staff at Smyths Toys.

Ben Clissitt, Which? magazine editor, said: "It is clear that our traditional high street is changing and while this is bad news for some retailers who have struggled to adapt, others have seized the opportunity to make their mark.

"Our findings show that if retailers can strike the right balance between good value, quality products and first-class customer service, shoppers will keep coming back to their stores."

WHSmith has been contacted for comment.

:: The top and bottom rated stores for 2018, according to Which?

Top rated:

1) Lush, Savers, Smyths Toys

2) Screwfix, Toolstation

3) Bodycare, Richer Sounds

4) The Perfume Shop, Waterstones

5) The Body Shop, Dunhelm, Ikea, John Lewis

Bottom rated:

1) WHSmith

2) Clintons

3) Evans, Sports Direct

4) Homebase/Bunnings

5) JD Sports, Toys R Us/Babies R Us

6) Dorothy Perkins/Burton, Halfords (inc Cycle Republic), Miss Selfridge, Ryman