JD Sports, Sports Direct, Carphone Warehouse and Homebase have all been named and shamed for having the worst online customer service in the UK.
According to a new survey of 5000 shoppers conducted by consumer watchdog Which? each of these retailers, alongside The Range, Debenhams and Appliances Direct, received just one star out of five in terms of overall customer service.
While Marks & Spencer, Screwfix, Amazon, John Lewis and Next topped Which?’s list with five stars across the board, many consumers said they were permanently put off by the poor experiences of those at the bottom.
One in five Sports Direct customers said they would be unlikely to shop with the retailer again when lockdowns were over, with another describing their service as “unhelpful and unaccommodating”.
A further one in four Carphone Warehouse customers surveyed said they were incorrectly charged or billed for purchases between March 2020 and March 2021, while one JD Sports customers said they “gave up and lost the £60” after failing to get through to customer service after his purchase never arrived.
Homebase also reportedly had poor online customer service, with one in 10 respondents stating they were not offered a solution at all and that their issue was never resolved.
Speaking to Sky News Homebase said it was “really sorry to anyone we let down” adding that the national lockdowns piled “huge pressure on retailers” which it was not always able to manage.
Similarly, JD Sports said that lockdowns caused a “significant surge in online orders” resulting in huge demand across its online sales channels and reduced staff due to “strict social distancing measures”.
Frasers Group, which owns Sports Direct, said it “value(s) our customers’ opinions” and was investing heavily to improve customer service.
“The pandemic saw some of the best and worst of customer service,” Which? consumer rights expert Adam French said.
“But with online shopping now becoming the norm, we should get the same level of customer service when shopping online as when shopping in a store.
“When it comes to spending our hard-earned cash online it is essential we know which retailers we can trust to put right anything that goes wrong.
“With the extraordinary growth in online shopping set to continue as we emerge from the pandemic, retailers who are falling short must up their game to make sure no one is left frustrated and out of pocket because of bad customer service.”