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29 October 2020

Best and worst online shops

Find out which websites shoppers love and hate in our table of the 100 best and worst online retailers.
Woman shopping online
Vicki Crowe

Thousands of shoppers have told us about their experiences when shopping online, allowing us to bring you the definitive list of the UK's best and worst online retailers.

In our latest annual survey, 7,604 Which? members told us how satisfied with their online shopping experiences and whether they'd recommend each retailer.

Our results include big names such as Amazon.co.uk, JohnLewis.com, MarksandSpencer.com and eBay.co.uk, as well as more specialised sites such as Toolstation.com, LizEarle.com and WexPhotoVideo.com.

The table below reveals the 100 best and worst online shops for 2019, with customer scores for each retailer. If you want more info on how the shops performed in specific categories, from clothes and beauty to DIY and electrical appliances, visit shops and websites rated.

Which? members can log in now to unlock the scores in the table below. If you're not a member, join Which? for instant access to this as well as thousands of product reviews.

100 best and worst online shops


Why we shop online

As part of our survey, we asked Which? members why they shop online. The most popular reasons given were that:

  • It's convenient (33%)
  • There's more choice than in-store (21%)
  • You can shop at any time (13%)

But shopping online isn't without its problems – excessive packaging and poor customer service were two of your biggest bugbears.

What it takes to be the best online shop

When deciding which website to use, availability was the most important factor for most shoppers, closely followed by price. 

You can see how individual retailers rated for their range, quality, ordering process, delivery, and value for money in the following guides:

Check out this year's online shopping Which? Recommended Providers to see which retailers were both highly rated by members and passed our Consumer Rights and Legal teams' rigorous Ts & Cs checking process.

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