B&Q Online Store Named Worst for 2nd Year Running
A customer satisfaction survey conducted by Which? has seen the B&Q online store being named as the worst for the second year running. With a score of just 51 out of 100, the store was named as the one which would be least likely to be recommended.
Shopper were asked about their shopping experiences including price, availability, product stock, delivery, website usability and the return process.
Most of the complaints made by shoppers surrounded the lack of availability of stock and the fact that items are displayed online yet they are actually out of stock.
In general consumers also complained about having to pay for postage and packaging when shopping online with 41% saying they found this annoying.
B&Q have said that they are currently investing £35 million into their online store and that they are disappointed by the feedback they have had. They point out that the comments are taken seriously.
Meanwhile the survey revealed that the Homebase online store was not very much better than the B&Q one with a score of just 57%.
Of all the stores in the DIY retail sector, the Screwfix online store came in with an impressive 81% putting them ahead of all their rivals.