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20 May 2020

Best shops and websites for DIY and decorating

Homebase, Screwfix and Toolstation go head to head in our search for the best DIY shops.
By Vicki Crowe

When you're shopping for decorating kit or tools, the last thing you want is a store where the staff don't know what they're doing or a website that literally fails to deliver. 

That's why, each year, we survey thousands of Which? members on their shopping experiences in order to reveal the retailers providing a five-star service and those you should probably avoid.

Our survey respondents have rated DIY and tool retailers from Axminster and Amazon to Wilko and Wickes on range, quality, the ordering and delivery process, and value for money. 

We've also combined shoppers' satisfaction and their likelihood to recommend the retailer to a friend to produce a customer score for each shop and website.

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

Websites compared: best and worst DIY and decorating supplies online shops

DIY - online shops rated by their customers  
Brand Range Quality Ease of ordering Practicality of delivery Value for money Customer Score
Amazon.co.uk
Axminster.co.uk
eBay.co.uk
Homebase.co.uk
Screwfix.com  
Toolstation.com
Wickes.co.uk
Wilko.com


Using the table

Star ratings: These range from one to five - the more stars the better.

Customer score: This is based on a combination of overall satisfaction and how likely people are to recommend the company to a friend. It doesn't factor in the individual star ratings. (Survey: 10,500 UK members of the public, June 2018)

High street shops compared: best and worst DIY and decorating supplies shops

DIY shops rated
Shop Range Products Service Store Value for money Customer Score
B&M Home Store
B&Q
Brewers
Homebase/Bunnings
Robert Dyas
Screwfix
The Range
Toolstation
Wickes
Wilko


Using the table

Star ratings: These range from one to five - the more stars the better
Survey respondents rate shops on the following aspects

Range: How wide the range of products is and whether they are in stock. Products:  Based on quality of products and how well they last. Service: Based on staff product knowledge, helpfulness, availability and after sales service and returns. Store: Based on ease of finding products, tidiness of store, store environment, queuing time and how child friendly the store is. Pricing: Based on value for money and special offers.

Customer score: Based on overall satisfaction with the shop as a DIY retailer and how likely people are to recommend it to a friend.

Survey: 7,784 Which? members, January 2019.

Find out more: visit our guides to the best and worst online shops and best and worst high street shops