Homebase has the worst online shopping experience in the UK, according to a Which? survey.
The DIY retailer has been named Britain’s worst online shop, only receiving a customer score of 55% in the poll of more than 10,000 people.
The low score came as shoppers told the consumer group they found Homebase’s site difficult to navigate and did not always provide up-to-date information.
Which? asked people to rate shopping websites on a number of factors including price, product range, and the returns process.
Dorothy Perkins and Sports Direct came joint second bottom of the list, both only managing a 61% customer score.
In response to the findings, a Homebase spokesperson 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.”
Sports Direct declined to comment.
Smaller retailers do better in the rankings, with beauty brand Liz Earle coming out on top with 94% customer satisfaction.
Sound specialists Richer Sounds, and clothing companies Rohan and Seasalt Cornwall came in joint second place with a 93% customer score.
Harry Rose, the editor of Which? magazine, said the personal service of smaller brands made them popular with customers.
He said: “The online shops with the happiest customers 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 retailers have seized the opportunity to make their mark and give shoppers exactly what they want.”