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Cosmetics firm 'top of the shops'

Published 21/05/2015

EE came bottom of the poll
EE came bottom of the poll

EE has been voted the UK's worst shop and Lush the best for the second year in a row in an annual survey.

Electricals retailer EE came in at 100th place with a score of 52% in the Which? poll, with customers complaining about long waiting times, busy stores and unhelpful staff.

It ranked the lowest of all electrical retailers in the survey, including phone shops.

At the other end of the scale, the toiletries and cosmetics store chain Lush took top spot with a customer score of 80%, just edging out John Lewis on 79%.

Lush customers described it as helpful and friendly with excellent products, while John Lewis gained praise for the ambience of its stores and "great quality" products.

The survey of 9,500 consumers rates stores on their prices, environment, customer service and the range and quality of products.

Independent shops such as those specialising in furnishings, homeware and electricals have enjoyed a significant increase in popularity, according to the poll.

In particular, independent DIY and decorating shops finished third overall - 84 places higher than last year - with customers rating them highly for service.

Which? editor Richard Headland said: "With independent stores on the up in our annual survey, it shows a big name isn't everything as consumers look for quality in both products and service.

"If retailers can get their products right, along with excellent customer service and a great shopping environment, customers will keep coming back through their doors."

The top five stores are:

:: 1. Lush 80%

:: 2. John Lewis 79%

:: 3. Independents - DIY and decorating 76%

:: 4. Richer Sounds 75%

:: 4=. Screwfix 75%

The bottom five stores are:

:: 100. EE 52%

:: 99. WHSmith 54%

:: 98.Topshop/Topman 55%

:: 96=.H&M 56%

:: 96. BHS 56%

:: Which? surveyed 9,409 members of the public online in February.

An EE spokeswoman said: "We're disappointed but also somewhat surprised by this report as we've made significant improvements to our stores in the past year.

"Notably, Which? has spoken to just a handful of people - we speak to tens of thousands of customers every week and they are telling us something very different. In fact, customer satisfaction has never been higher. We're speaking to Which? to understand the report and the criteria used."

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