Essential reading for retailers and suppliers in the home improvement market excels in Which? website survey

Published: 26 October 2015 is one of the best online shops according to a major new Which? survey - and is one of the worst. excels in Which? website survey
The consumer champion conducted its largest ever survey on online shopping experiences, speaking to more than 10,000 members of the public.

They were asked to rate online retailers on factors including price, deliveries, quality, ease of finding products, satisfaction with the product or service and the likelihood of recommending the product or service to someone else.

White-goods retailer and beauty specialist emerged as the overall joint top online retailers, with a score of 87% each, with customers praising their speed and efficiency.

Toolstation was just behind with an 85% score, beating with 84% into fourth place.

At the other end of the scale, coming 97th out of 100, was Homebase's website, with a score of just 60%.

Which? editor Richard Headland said: "Online shopping is booming because it can be more convenient, better value and offers a greater choice of products.

"However, there is a big difference between the brands at the top and the bottom of our table, suggesting some sites need to be a lot more switched on to what their customers want."

The survey also revealed that while shoppers buy online for convenience price is the top factor when people decide which website to use, with nearly four in 10 saying this is the most important.

Other online retailers voted top in the survey were, from fifth place down,, the,,,, and

The worst retailers were,,,,,,,,, and, at the bottom,


01 September 2017 17:06:33

as i got so much help from Emma i retuerned and placed an order that i can coleted on monday once again a big thanks to Emma

01 September 2017 17:03:49
l batten

i went to the kingston branch and not only got a free coffe i also got so much help from emma

iit was far more than i exspeted thanks


20 August 2017 18:50:13
anthony holditch

I had great sales exerience at you Kettering bransh.i got every product i needed your sales girl Stacy was very  friendly helpful.I will shop at Kettering store in the near future.

06 August 2017 16:55:54
john bostock

i went to the ilkeston branch on manners ind site and found the staff polite, very helpful and while there getting your goods theres a free bevvy very nice

09 July 2017 13:16:58
Philip Gill

I have just returned from the Cirencester branch after bying a disc cutter, the help in selcting the best one for the job was great and for finding the correct blade well done Carl

15 May 2017 10:55:03
Robert Palmer

Second time i have visited the store in Dagenham (Rainham road), was served by a happy, smiley, polite, courteous and professional young woman named Charlie, she was very helpful and sorted out my order with no issues.

Charlie your a credit to Toolstation.

06 February 2017 11:30:52
Syd Hall

Visited Rennys Lane branch for various bits and was served by Mark, polite, helpful and all done with a smile which these days is a rarity in some stores. The store always has everything I need at the right price. Thank you

26 October 2015 00:04:00
By carl crossley
I visit this store quite often,and i've always received brilliant service and very polite and helpful staff, they are a credit to your company!!
26 October 2015 00:03:00
By paresh chauhan
I went harrow tool station and served by one of the staff QRQSHAN. He explain me every thing very politely I understood and I shopping around 125 I was so happy with him and product as well I will prefer to go same branch again
26 October 2015 00:02:00
By garry spires
I visit this store regulary and they are always courteous and nothing is to much today I was served by Daryl he sorted out exactly what I wanted nothing was to much bother
26 October 2015 00:01:00
By Michael J A Cox
This is the first time I have visited one of your branches having previously always ordered on the telephone. Now with your new branch at Saltash. I found great service polite helpful staff, modern layout for a quick turn around. I will be back again. Great.

(Your email address will not be published)
Already Registered?
Sign In
Not Yet Registered?
Printable View E-mail Bookmark

What do you think?

Retailers: what are your thoughts on Smart Home Technology?

Latest reader comments

re: UPDATE: Social housing B&Q vouchers leaving DIY SMEs out in the cold

Anne Duffy
I got an £85 b&q decoration card was told got on the 6th March & they said it was used on the 8th which would be hard as I went to use it ...

re: Homebase scraps Spend & Save loyalty scheme

Homebase have also abandoned the "Click + Collect" service they offered until recently. A useful facility that has been removed by the new ...

re: John Lewis profits plummets by more than 50%

Not surprised by this. My small experaince with them was lots of staff walking around in 2 or 3's chatting not offering to help. When ...

re: STIHL to showcase cordless garden tool range at Glee

I wonder if this means that their previous lock down on Stihl dealers selling outside their area is now gone, or just on these Li Ion ...

re: Homebase scraps Spend & Save loyalty scheme

I have an expired Homebase card. Have they stopped issuing new ones or renewing old ones? If so has it been replaced by Nectar card...

Most read stories