UK's best and worst DIY retailers revealed
A survey from UK consumer group Which? found big-name DIY retailers B&Q and Wickes (WIX.L) came lower down in its ranking of retailers in the sector.
B&Q, owned by Kingfisher (KGF.L), received an overall Which? customer score of 64%. The retailer did score higher than three stars across some categories, including product quality and range, but received just two stars on value for money.
A total of 2,097 shoppers took part in the Which? DIY survey, where they were also asked to score retailers on other factors, such as customer service and after sales service and returns.
Wickes (WIX.L) had an overall score of 70%, receiving three stars on value for money, product range and customer service.
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Home Bargains, which is a variety store that sells some DIY products as other products including garden items, came at the bottom of the Which? ranking with an overall score of 55%.
Other retailers near the bottom of rankings were Homebase (57%), which went into administration in November, B&M (BME.L) (59%) and The Range (60%).
Meanwhile, Screwfix came top of the rankings, with an overall score of 83%, and was named one of three Which? Recommended Providers (WRPs).
Survey respondents gave Screwfix — which is also part of Kingfisher (KGF.L) — five stars for customer service during the buying process, as well as after sales service and returns, and ease of use for its website and app.
Brewers, which sells wallpapers, paints and decorating supplies, came in second place with an overall score of 82% and was named a WRP. The retailer scored five stars for product quality, as well as product range, customer service in the buying process and on the amount of packaging used.
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In third place was Johnstone's Decorating Centre, which is part of global supplier PPG Industries (PPG) and sells paint, wood care products, as well as other tools, along with offering colour advice and technical support. It was also given the WRP title and had an overall score of 80%, getting five stars for customer service and product quality.
In joint third place with a score of 80% was Toolstation, which is part of buildings merchant company Travis Perkins (TPK.L).
Reena Sewraz, retail editor at Which?, 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.
"Our findings go to show that, if retailers can deliver great value, quality products and first-class customer service, customers will keep coming back."
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