Essential reading for retailers and suppliers in the home improvement market

Toolstation.com excels in Which? website survey

Published: 26 October 2015
Toolstation.com is one of the best online shops according to a major new Which? survey - and homebase.co.uk is one of the worst.
Toolstation.com 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 ao.com and beauty specialist lizearle.com 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 johnlewis.com 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, wiggle.co.uk, the bodyshop.com, allbeauty.com, ebuyer.com, fragrancedirect.co.uk, amazon.co.uk and maccosmetics.co.uk.

The worst retailers were O2.co.uk, mamasandpapas.com, zavvi.com, whsmith.co.uk, lauraashley.com, hm.com, pcworld.co.uk, homebase.co.uk, vodafone.co.uk, evanscycles.com and, at the bottom, ee.co.uk.

Comments

18 October 2017 21:09:10
Joe

john  in the yeovil branch was pleasant very comitted  does his job very well

17 October 2017 09:17:32
n.brindley

Been into Kirkcaldy store twice .Service first class returned goods with no problem .The  staff always friendly and so helpful .Wiil definately use them again .

23 September 2017 19:24:31
Brian Francis

Visited Toolstation Sloper Raod Cardiff today to purchase plumbing products. I was served by a young lady who was an excellent asset to your company. The young lady was polite, cheerful, knowligble about the products I wanted to buy and extermely helpful. She was a credit to your company and I would like to thank her and your company for such a positive expreience. Thank you.

01 September 2017 17:06:33
larry

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.

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