Dec 11, 2019
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House of Fraser and Selfridges named UK’s ‘worst’ department stores

Dec 11, 2019

Department stores are the shopping destination of choice for most consumers looking for gifts ahead of Christmas, but a new report has revealed that many of the UK’s biggest names are lacking in terms of customer satisfaction.


UK online marketplace OnBuy.com utilised Trustpilot to scrape customer satisfaction of eleven main department stores in Britain, including John Lewis, Debenhams, Harrods, Marks & Spencer and Harvey Nichols.

It found that most retail chains have a high percentage of ‘bad’ reviews on Trustpilot, as well as a low trust score.

The finding may shed some light on why UK department stores are struggling in the face of muted consumer demand and the shift towards e-commerce.

According to the research, the UK’s worst department store is House of Fraser. Once widely loved, the chain mustered only 1.3 out of 5 on Trustpilot’s trust score, and 86% of reviews classify as ‘bad’.

Interestingly, Selfridges was named as the second worst department store. The luxury retailer seems to be struggling to deliver on its high-end promise, with a 1.7% trust core and 80% ‘bad’ reviews.

Luxury fashion retailer Flannels, John Lewis and Debenhams following with 76%, 70% and 72% bad reviews, and low trust scores of 1.7, 1.7 and 1.9, respectively.

Meanwhile, the best department store in terms of customer satisfaction was Fenwick. The privately-owned chain with nine locations across England achieved 3.5 out of 5 from UK shoppers, and the lowest percentage of ‘bad’ reviews at 30%.

Fenwick is followed by Fortnum and Mason and TK Maxx, while Harrods, the famous Knightsbridge store, has seen its reputation decline with an overall score of 2.2 out of 5. 

“It is shocking to see a store famous for its in-store services and celebrity status not reflected in its customer satisfaction,” said OnBuy.com.

Marks & Spencer and Harvey Nichols are seen as average department stores with trust scores of 2.1 and 1.9.

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