Essential reading for retailers and suppliers in the home improvement market

Which? says B&Q website is bottom of the pile

Published: 21 October 2013
B&Q's website has hit rock bottom in Which?'s annual survey of online shops, with one user reporting how they suffered "a truly terrible experience".
Which? says B&Q website is bottom of the pile
The consumer organisation asked more than 14,000 of its members their views about the ecommerce sites they had used in the previous six months. Overall scores for each online shop are based on customers' satisfaction with the store and their likelihood to recommend it to a friend. The survey also gives customer ratings for price, product stock, delivery, website usability and the returns process.

Leading DIY retailers performed extremely badly in last year's report, with Homebase.co.uk coming 92nd out of the 96 websites surveyed, while B&Q came in second to last at number 95. But if B&Q thought it couldn't get any worse, it was wrong. This year, diy.com has slumped one final notch and now languishes at the very bottom of the table.

Criticised for being a hard-to-navigate website, diy.com received a customer score of 55% in the survey, while lizearle.com - top of the online shops for a fourth year running - got 95%.

One B&Q shopper told Which?: "I had a truly terrible experience with shopping online. The stock availability was incorrect and the whole customer service experience was rubbish."

On the other hand, Toolstation was not only a new entrant this year, but went straight into the top 10, earning praise for its knowledgeable staff and good delivery policies.

PCWorld's website had the distinction of being in bottom position last year but now that B&Q is there PCWorld has moved up one.

Survey respondents said the main reasons for shopping online were because it is cheaper and easier to find what you're looking for. But the biggest irritation was being forced to pay for - or paying a lot for - postage and packing.

Top delivery bugbears included items turning up damaged (9%), which was the main gripe, followed by deliveries not turning up (8%), inability to choose a delivery slot (7%) and delivery outside the agreed time (6%).

Couriers came bottom of the pile when consumers' opinions and experiences of different delivery methods were compared. Regular post was the favoured way of receiving online shopping.

Comments

10 November 2017 16:36:56
Roger
I agree that b&q have got it badly wrong on their new website.whoever programmed it should be sacked. For a start, the menu button does not work. Secondly, and most importantly there isno longer a search panel, where you can type a search for a specific item. The stylised blocks covering their general stock is just not good enough. I need to be able to specify what I want and not have to scroll through hundreds of items that I don't want. B&q need to put this right now, or why should I want to shop with them again?

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

What do you think?


What's driving sales in the cleaning & laundrycare sector?



Latest reader comments

re: B&Q sales dip 2.5%, as showroom sales decline

B&Q bob
Screwfix sales are up because they position new stores close to B&Q stores but then price like for like products cheaper than within BQ ...

re: B&Q kicks off kitchen & bathroom recruitment drive

B&Q bob
Wickes are not alone, Wrens kitchens has seen large numbers of unappreciated BQ kitchen sales staff join them because of BQs attitude ...

re: Toolstation.com excels in Which? website survey

Roger Bishop
This was my first visit to toolstation in farnham but it will definatly not be my last the service was exceptional staff were welcoming i ...

re: Graham Bell to head up B&Q as part of Kingfisher reshuffle

B&Q bob
Ms Laury has overseen perhaps the worst period of BQ history under her leadership, staff have had their wages cut while witnessing their ...

re: Screwfix opens 600th store as business continues to build

B&Q bob
Why is kingfisher giving screwfix lower prices to sell at than their BQ stores? Staff in B&Q suffer constant abuse from trade customers ...

Most read stories

Blog and Comment

Dawn of a new age in customer service

Customer service used to be about answering telephones and responding to written requests, but our fast paced, social media driven society ... Read More >>