The best and worst online retailers


Maurizio Gambarini/PA

Brits are the biggest online shoppers in the world, spending a whopping £68.2 billion on the internet last year, according to figures from the Organisation for Economic Co-operation and Development (OECD).

So which online retailers deserve our hard-earned cash? A new survey from Which? reveals the best and worst of the web.

Natural skincare and cosmetics brand rated top in the survey, which quizzed 14,000 consumers about their experiences with 96 different online retailers. Close behind was high street favourite hero,, followed by online giant

Bottom of the pile was PC World's online store, which scored a lowly 51%. And, B&Q's web shop, also fared badly with a score of 54%, and just one star for website usability.

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Which? executive director Richard Lloyd says: "With household budgets squeezed, it's no surprise that many more consumers are doing more of their shopping online, with seven out of ten people saying they shop online for cheaper prices.

"Although we've found many are providing excellent customer service, we want to see the rest not only meeting the minimum fair trading rules but catching up with the best."

Good versus bad
While the highstreet continues to experience a slump in sales, online shopping continues to grow due to a plethora of reasons. Shoppers cited it being cheaper, easier to compare prices and simpler to find what you're looking for than the highstreet, as well as requiring considerably less stamina the trawling the streets.

The best online retailers were favoured for excellent customer service and speedy delivery, good product range and pricing, and free returns.

However, the study found that biggest bugbears that put people off shopping online are high posting and package charges and not being able to specify a suitable delivery.

Of the worst online shops - delays with deliveries, faulty items, poor availability and restrictive returns policies were reported as the most common problems.

Online shop scores
The overall customer scores for each online retailer are based on customers' satisfaction with the store the last time they shopped for a product on the site. The survey also gives customer ratings for price, product stock, delivery, website usability and the returns process.

Top 10 best online retailers
  1. (94%)
  2. (89%)
  3. (87%)
  4. (86%)
  5. (86%)
  6. (84%)
  7. (84%)
  8. (84%)
  9. (83%)
  10. (82%)
  11. (82%)

Top 5 worst online retailers
  1. (51%)
  2. (B&Q) (54%)
  3. (55%)
  4. (56%)
  5. (56%

High Street casualties

High Street casualties

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