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20 May 2020

Best and worst high street shops

The best and worst high street shops of 2019, as voted for by thousands of shoppers – find out who tops our table of more than 100 shops.
By Vicki Crowe

Our annual high street retailer survey is the UK’s biggest. We ask more than 7,000 customers for their opinions so we can reveal what they really think about the shops they use.

Big-name stores, such as Currys PC World, Debenhams, John Lewis, Marks & Spencer, are all included alongside smaller chains, such as Lakeland, Richer Sounds and Screwfix. You can use our results to find out everything you need to know - from customer service to product quality.

And you can trust our scores, because they’re based on the opinions of people who have recently shopped there.

The table below is listed in alphabetical order. Only logged-in Which? members can view the ratings. If you're not a member, join Which? for instant access to this as well as thousands of product reviews

Once unlocked, the table reveals more than 100 of the best and worst shops, as rated by their customers. Our analysis also uncovers why the top-scoring shops do so well, so you can use this to find the right retailer for your next purchase.

Best and worst shops revealed

The best shops tick all of the boxes for their customers, leaving them satisfied with their shopping experience and likely to recommend that their family or friends shop there. 

Our scores are based on the opinions of real people who have shopped in these stores recently, and our survey is the UK’s biggest, with more than 7,000 respondents.

The top 100+ shops

Shop Customer score (%)
Apple (316)
Argos (577)
Asda (494)
B&M Home Store/Bargains (475)
B&Q (598)
Beales (83)
Bensons for Beds (74)
Blacks (141)
Bodycare (99)
Bonmarché (221)
Boots (738)
Boundary Mills (175)
Brewers (48)
Card Factory (510)
Carphone Warehouse (166)
Charles Clinkard (61)
Clarks (419)
Clinton Cards (488)
Cotswold Outdoors (283)
Cotton Traders (263)
Crew (68)
Currys PC World (546)
Day Lewis (45)
Debenhams (501)
Decathlon (179)
DFS (45)
Dorothy Perkins and Burton (75)
Dreams (53)
Dunelm (513)
Ecco (107)
Edinburgh Woollen Mill (404)
Fat Face (286)
Fenwick (135)
Furniture Village (57)
Gap (138)
Go Outdoors (327)
H&M (222)
Halfords (inc. Cycle Republic) (504)
HMV (333)
Hobbycraft (424)
Holland and Barrett (513)
Home Bargains (474)
Homebase/Bunnings (486)
Hotter Shoes (310)
House of Fraser (303)
Ikea (489)
JD Sports (132)
Jigsaw (47)
John Lewis (824)
Jollyes Petfood Superstores (56)
Joules (154)
Lakeland (512)
Laura Ashley (170)
Lloyds Pharmacy (416)
L'Occitaine (178)
Lush (169)
M&Co. (224)
Marks & Spencer (889)
Matalan (379)
Millets (138)
Monsoon - Accessorize (193)
Morrisons (510)
Mountain Warehouse (339)
New Look (124)
Next (437)
Oak Furniture Land (77)
Paperchase (320)
Pavers (177)
Peacocks (153)
Pets at Home (507)
Pets Corner (53)
Phase Eight (111)
Poundland (503)
Poundstretcher - Pet Hut (221)
Primark (453)
Richer Sounds (223)
River Island (62)
Robert Dyas (490)
Rohan (256)
 Ryman (408)
Sainsbury's (590)
Savers (300)
Schuh (34)
Screwfix (587)
Seasalt (201)
Selfridges (57)
Shoe Zone (98)
Sketchers (197)
Sports Direct (396)
Superdrug (484)
Superdry (80)
Tesco (586)
The Body Shop (326)
The Perfume Shop (91)
The Range (464)
The Works (451)
TK Maxx - HomeSense (490)
Toolstation (444)
Topshop - Topman (55)
Trespass (79)
Uniqlo (150)
Waterstones (565)
White Company - Little White Company (158)
White Stuff (223)
WH Smith (586)
Wickes (487)
Wilko (517)
Zara (120)

Table notes: Customer score is based on overall satisfaction with the shop and how likely people are to recommend it to a friend. Sample size in brackets. Survey of 7,784 Which? members in January 2019. 

Why the best shops stand out

The top performers generally offer something their online rivals can’t – whether that's help with choosing products, the ability to interact with a product before buying, or simply first-class customer service. 

Price is also key, particularly for everyday essentials, pushing some retailers up the rankings.

Specialist shops

If you’re shopping for a specific product, you’ll want to know more than how a shop is rated overall. We asked customers about every aspect of their experience in a shop, including what its range of products is like, the standard of its customer service, whether the store is well laid out and much more. 

You can use these results if you’re looking for somewhere different to shop. If you think you’re going to need help deciding on your purchase, check the customer service star ratings to make sure you shop somewhere with great staff. 

We also reveal our Which? Recommended Providers for each category. Only those with top customer scores, plus at least four stars for customer service and three for value for money, make the grade. We only include stores that allow you at least 28 days to return non-faulty goods and exclude any with misleading information about faulty goods returns.

As a Which? member, you have exclusive access to our results by shop type. Visit our guides below:

How we rated high street shops

In January 2019, we surveyed 7,784 Which? members about the shops they'd visited in the past six months. Overall customer scores are based on satisfaction with the shop on their last visit and the likelihood of recommending it to a friend. 

As a member, you can give your views to help shape our magazine and website. If you'd like to sign up to receive our surveys, click to join our Which? Connect reader panel.