WH Smith voted UK's worst High Street shop in Which?survey" width="976" height="549">
WH Smith has been voted the worst retailer on the UK High Street in a survey of more than 10,000 consumers.Customers complained the shops were out-of-date, products were expensive and staff were rude in the survey by consumer group Which
Which? said its ranking was based on customers' experiences of buying items other than groceries, their level of satisfaction and the likelihood of recommending each shop.Retail sales bounce back in AprilSix shops defying the High Street downturnSix reasons behind the High Street crisisIt is the eighth year in a row that WH Smith has been ranked in the bottom two of the survey.The shopping experience at the chain has been humorously documented online by a Twitter account called WHS Carpet.Shoppers send in photos of wonky shelves, tired flooring and out-of-date stock to the account, which has more than 12,000 followers.One shopper recently noted that the chain's Blackpool store was selling both Easter and Christmas chocolate at the same time.
Skip Twitter post by @davidhoff38
@WHS_Carpet keep Christmas and easter going at the sane time.@WHSmith Blackpool— David Scott (@davidhoff38) May 27, 2018
End of Twitter post by @davidhoff38
While another found children's toys stacked out of reach.
Skip Twitter post by @WHS_Carpet
Nice impulse display. For any kids that are nine foot tall— WHS_Carpet (@WHS_Carpet) May 20, 2018
End of Twitter post by @WHS_Carpet
Despite the criticism, WH Smith is successfully managing to drive sales at its travel stores higher. Revenues at its outlets at railway stations and airports overtook those of its High Street stores for the first time last year. Last month, WH Smith said sales in its travel arm rose 7% in the six months to the end of February. In contrast, sales at its High Street stores dropped 5%.
Top-rated shops, according to Which?
Lush, Savers, Smyths Toys
Screwfix, Toolstation
Bodycare, Richer Sounds
The Perfume Shop, Waterstones
The Body Shop, Dunelm, Ikea, John Lewis
Bottom-rated shops, according to Which?
WH Smith
Evans, Sports Direct
Toys R Us/Babies R Us (since closed down), JD Sports
Dorothy Perkins/Burton, Halfords (including Cycle Republic), Miss Selfridge, Ryman
Which? said its survey found that customers valued being able to touch, feel and try on items before purchasing them as well as being able to ask staff questions.The survey also found that things such as having to queue and crowding put shoppers off."If retailers can strike the right balance between good value, quality products and first-class customer service, shoppers will keep coming back to their stores," Ben Clissitt, Which? magazine editor, said.
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