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How we rate 100 shops: led by Lush and Disney, with WH Smith, Homebase, HMV at bottom

Cosmetics retailer Lush has reclaimed its place as the UK's favourite high street shop while WHSmith has been voted the worst for its "crowded stores with limited stock".

The Which? annual high street survey asked 12,504 customers to rate shops on price, products, service and after-sales service or returns based on their last visit.

Shoppers at Lush, which last held the top spot in 2012 before finishing second last year, praised the "personal" aspect of its customer service and its try-before-you-buy offer while describing staff as friendly and helpful, giving it an overall score of 83%.

Disney Store took second place with a score of 82%, with customers praising its "enchanting" atmosphere and "great service and products".

Consumers voted Richer Sounds the third best shop with a score of 81%, and making it the only store in the top five to win a five-star rating for its pricing.

Last year's winner Apple slipped to 13th place after seeing 9% slashed from its customer score.

Several customers complained about finding it difficult to book an appointment with the technology giant's 'genius bar' service, which helps consumers with technical problems.

WHSmith, which received a 55% overall rating, found itself at the bottom of the ranking of 100 retailers for the second year in a row.

Homebase was ranked 99th with a score of 56% and HMV managed just 59% to take 98th place.

Which? editor Richard Headland said: "We've seen time and again that people won't settle for bad customer service and this is supported by the results of our high street shops survey.

"Stores giving people the care and attention they want have happy customers who return."

A WHSmith spokeswoman said: "This exercise is very misleading as WHSmith does not fit into any of the survey categories, while products like newspapers and magazines are not those that customers would 'recommend' a retailer for.

"The 104 customers that commented on WHSmith in this survey are not reflective of the 12 million customers that visit our stores each week, where our own independent survey of over a thousand customers continues to rate us highly."

Here's the Which? survey top 100:

1 Lush

2 Disney Store

3 Richer Sounds

4 John Lewis

=4 Waterstones

6 Clarks

=6 Jojo Maman Bebe

=6 Lakeland

=6 Screwfix

10 White Stuff

11 Bonmarche

=11 The Perfume Shop

13 Apple

14 Independents: Electricals

=14 Jones Bootmaker

=14 Maplin

=14 Sony Centre

18 Dunelm Mill

=18 Wilkinson

20 The Body Shop

=20 Early Learning Centre

22 Evans Cycles

=22 H Samuel

=22 Harvey Nichols

=22 M&S

=22 New Look

=22 Schuh

=22 Superdrug

29 Argos

=29 Carphone Warehouse

=29 Next

=29 Paperchase

33 Fat Face

=33 Mamas & Papas

=33 Oasis

=33 The Range

=33 Sainsburys

=33 Wickes

39 The Entertainer

=39 Ernest Jones

=39 Fenwick

=39 GAP / babyGap

=39 Ikea

=39 Independents: Entertainment

=39 Laura Ashley

=39 Monsoon

=39 Office

=39 Phones 4 U

=39 Robert Dyas

=39 Zara

51 3 (Three)

=51 Asda

=51 Boots

=51 Currys and PC World

=51 Dorothy Perkins

=51 Evans

=51 Mothercare

=51 Primark

=51 Wallis

=51 Warehouse

61 Debenhams

=61 French Connection

=61 H&M

=61 Independents: Baby & child

=61 Independents: Furniture & homewares

=61 M&Co.

=61 Miss Selfridge

=61 Morrisons

=61 Poundstretcher

=61 Sports Direct

=61 Tesco

=61 Vodafone

73 B&Q

=73 BHS

=73 Burton

=73 Game

=73 House of Fraser

=73 Independents: Outdoor & leisure

=73 O2

80 Millets

=80 Poundland

=80 River Island

=80 Toys R Us / Babies R Us

84 Blacks

=84 Independent department stores

=84 TopShop / TopMan

87 Accessorize

=87 Independents: DIY

=87 JD Sports

=87 Matalan

91 Halfords

=91 Ryman (the Stationer)

93 Republic

=93 Shoe Zone

=93 TK Maxx

96 99p Store

=96 EE (formerly Orange and TMobile)

98 HMV

99 Homebase

100 WHSmith

 

 

 

 

 

 

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retail

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