which one reveals the best and worst tech and appliance stores

The latest poll from Which? reveals the best and worst tech and home retailers and finds that stores with quality products and excellent customer service generally outperform supermarkets and discount stores.

which one surveyed nearly 3,400 people who had bought appliances and about 3,500 who had bought technology products in the previous six months. Shoppers were asked about their overall experience, including product quality, customer service, range of products available, after-sales service, amount of packaging used, delivery and value for money.

Richer Sounds topped the tech table for the seventh consecutive year with a customer score of 89 percent. Richer Sounds has consistently achieved top spot in the technology category of Which? and is the only retailer to achieve the full five stars for value for money. One customer said, “Their customer service is better than any other company.” Richer Sounds scored five stars in several categories including value for money, product quality, customer service during the purchase process and delivery. No wonder Richer Sounds was named Which? Recommended Provider (WRP).

John Lewis followed in second place for its technology with a score of 85 per cent. John Lewis received five stars for product quality, customer service and delivery. John Lewis is also a Which? Recommended supplier. One buyer said “it’s always a smooth process; often the best value for money.”

John Lewis also topped the table for best home appliance store and received a score of 88% and stood out for product range, quality, delivery and after sales service and returns. John Lewis achieved impressive customer ratings for both home appliance and technology purchases.

AO (85% customer rating), Euronics (85%) and Lakeland (82%) were also named WRPs for home appliances. With high scores in a number of categories, one Lakeland customer told Which?: “Customer service is top notch in store and on the phone – a real person answers within seconds.” While a Euronics shopper described their experience as “a well established high street store selling products at online prices but with real people ready to answer everything face to face. Why would I go anywhere else? “

At the other end of the spectrum, The Range finished at the bottom of the table (66%) for home appliances, with just two stars for customer service and product range, with Wilko and Homebase just behind over them with 67%. A customer at The Range commented on the “poor customer service” and said “no one was available to ask questions”.

Sainsbury’s scored lowest in the technology category (67%), with two stars for after-sales service and returns, with supermarket peers Asda (70%) and Tesco (72%) joining the last five Sainsbury’s and Tesco also scored low compared to others for home appliances (71% and 70%), partly due to their limited range and lackluster customer service during shopping, perhaps to be expected as this is not their specialty product area.

In terms of technology, Asda/George and The Range were not far behind, each receiving a customer rating of 70 per cent. Both received two stars for the amount of packaging used and value for money.

With the sale season almost in full swing and Christmas fast approaching, it can be tempting to look for a bargain on a new piece of technology or a new appliance. However, which one? warns that shoppers should take time to research what they want to buy and not feel pressured, and opt for a retailer that performed well in its latest annual survey.

Harry Rose, editor of Which? magazine, said:

“With Black Friday and Christmas fast approaching, shoppers may be looking for a new device or gadget, but we’ve found that some retailers just aren’t up to the task when it comes to quality or customer service.

“Our research shows that shoppers who want help with big purchases might be better off staying with retailers that excel in customer service and technical expertise.”

IT’S OVER

Notes to editors

The best appliance stores

Results based on a July 2024 online survey of 5,244 experiences from 3,377 members of Which? Connect the panel and the general public. Customer ratings are based on brand satisfaction and likelihood to recommend. Sample size in parentheses. A dash (-) means that the sample size was too small to give a star rating. Delivery qualification incorporates time, place, speed and communication about delivery.

The best tech stores

Results based on a July 2024 online survey of 5,614 experiences from 3,527 members of Which? Connect the panel and the general public. Customer ratings are based on brand satisfaction and likelihood to recommend. Sample size in parentheses. A dash (-) means that the sample size was too small to give a star rating. Delivery qualification incorporates time, place, speed and communication about delivery.

Being awarded a WRP means that a company not only performed exceptionally well in the Which? survey, but also passed the rigorous behind-the-scenes checks of Which? about its terms and conditions and returns policies.

About which one?

which one is the UK’s consumer champion, here to make life simpler, fairer and safer for everyone. Our research gets to the heart of consumer issues, our advice is unbiased, and our rigorous product testing results in expert recommendations. We are the independent consumer voice that influences politicians and lawmakers, investigates, holds companies to account and makes change happen. As an organization, we are non-profit and all about empowering consumers.

The information in this press release is for editorial use by journalists and the media only. Any company wishing to reproduce information from this release should contact Which? Support Scheme Team a [email protected].