DIY retailer Homebase.co.uk has been rated as the worst online retailer in the UK for 2018, according to the annual online shop survey by consumer association Which?
Which? asked more than 10,000 people to rate the most popular online shops, based on their experience over the past six months.
They were asked to rate websites on their experiences buying particular items and consider factors including price, product range, deliveries, product quality and the returns process.
Shoppers told Which? they found homebase.co.uk difficult to navigate and not always up-to-date with stock information.
A spokesperson from Homebase said: “Customer feedback is really important to us, and we are working hard to make changes online to provide great service when customers shop with us.”
B&Q’s website diy.com fared only slight better than its rival homebase.co.uk, as the site was deemed hard to use.
The most highly rated online shops in the Which? survey were smaller, specialised retailers who offered a personalised service.
When Which? asked people what makes them shop online, two thirds (63%) said it was because they could shop at a time convenient to them.
Around three in five people told Which? it was easier to find exactly what they wanted online and 57% also said they had more choice of products.
More than half (56%) of customers said it was easier to compare prices across difference stores, when shopping online and the same amount (56%) said it was more convenient to have items delivered than collecting them.
Editor of Which? magazine Harry Rose said: “The online shops with the happiest customer tend to be the ones that offer a personal service, quality items and deliver quickly and conveniently.
“Where the big players are lacking, either with poor service or confusing websites, smaller more specialised online retailers have seized the opportunity to make their mark and give shoppers exactly what they want.”
Homebase has undergone a Company Voluntary Agreement (CVA), this year, which will see the closure of 42 stores.