THE UK’s most handy DIY store has been revealed, beating Brewers and Johnstone’s Decorating Centre to the top of the list.
Consumer watchdog Which? has unveiled its rankings and shown a clear winner when it comes to price, product range and customer service.
Toolshop Screwfix is owned by Kingfisher plc[/caption]
In a poll including 2,097 DIY customers, the home improvement retailer Screwfix nailed the competition, earning a Customer Score of 83%.
The store bagged a full five stars for customer service during the buying process as well as four stars for product range and availability, quality of products and value for money.
It also got five stars for ease of using its website and app and shoppers rated it highly if something went wrong.
One customer told Which?: “Screwfix is my favourite store all round- fantastic customer service, great range of products, excellent prices and speedy delivery on click and collect. I love shopping there!”
Close behind the top of the toolbox was Brewers (82%), known for its wallpaper and decorating supplies, and Johnstone’s Decorating Centre (80%), which offers paint and technical advice.
The top three were also named Which? Recommended Providers (WRPs).
Toolstation also scored 80%, coming joint third, but missed out on the coveted WRP title due to a lacklustre returns policy.
Meanwhile, big names like Wickes (70%) and B&Q (64%) struggled to keep up.
B&Q failed to score above three stars in any category, while Wickes only shone in returns and after-sales service, scoring a single five-star rating.
At the bottom of the pile was Home Bargains (55%), slammed for their poor product quality and a hit-or-miss stock selection.
One shopper moaned: “Products not of high quality – cheap purchase – had to throw away after use.”
Other retailers at the bottom include Homebase (57%), which collapsed into administration in November, as well as B&M (59%) and The Range (60%) which all failed to impress across multiple categories.
Reena Sewraz, Which? Retail Editor, said: “While the retailers synonymous with DIY only got middling scores, specialist shops came out top showing that customers want simple and fuss-free places to shop.
She added: “Our findings go to show that, if retailers can deliver great value, quality products and first-class customer service, customers will keep coming back.”
DIY giant B&Q, also owned by Kingfisher plc, struggled to get high on the list[/caption]
The range earned a score of 60%[/caption]
B&M failed to impress across multiple categories, scoring under 60%[/caption]
