Homebase has been named the UK’s worst online shopping experience in a new poll, with Sports Direct coming a close second.
According to a new survey conducted by Which? the DIY retailer’s website was difficult to navigate and often failed to have up-to-date information, receiving a customer score of just 55 per cent.
Which? interviewed more than 10,000 people for the study, asking them to base their rating of websites on a range of factors like returns processes, price and product range.
“Customer feedback is really important to us, and we are working hard to make changes online to provide great service when customers shop with us,” a Homebase spokesman said.
Close behind Homebase came Sports Direct and Dorothy Perkins in joint second-last place, both receiving a 61 per cent customer score.
Conversely, smaller brands with more personalised services were voted far higher, with beauty brand Liz Earl snapping up the top spot with a 94 per cent customer score.
Close behind were Richer Sounds, Rohan and Seasalt Cornwall in joint second place with a 93 per cent customer score.
Which? editor Harry Rose said: “The online shops with the happiest customers tend to be the ones that offer a personal service, quality items, and deliver quickly and conveniently.
“Where the big players are lacking, either with poor service or confusing websites, smaller more specialised retailers have seized the opportunity to make their mark and give shoppers exactly what they want.”
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3 Comments. Leave new
After the bunning disaster left by Bunnings and Wesfarmers, the Homebase website would have been abandoned as they were trying to force through the name change and different stock. Its really bad timing for this survey to come out against Homebase that I feel has loads of potential and has a future as a major retailer if it can recapture its customer base.
Thank you Charles for your understanding. #preach I really appreciate your views and also feel that the bunnings fiasco has negatively impacted this report. Homebase is proud of its commerce and works hard to provide the best service possible.
I work there and would agree ,eg try searching for icicle lights see what you get.
On top of that the stores can’t order stock so all the good selling lines we can’t get.
I told the area manager and his reply was the company is broken ,very inspiring.
They are getting rid of senior staff and replacing with kids due to the cost.