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Topshop rated Britain’s worst fashion shop by Which?

By Danielle Wightman-Stone

27 May 2015

Arcadia’s fashion chains Topshop and Topman have been ranked Britain’s worst fashion shops, closely followed by H&M and BHS, in the annual retailer survey by consumer watchdog Which?.

The annual survey of 100 well-known high street names, surveyed 9,409 members of the public to rate stores based on their prices, store environment, customer service and the range and quality of products. Scores are based on satisfaction with the shop on their last visit and the likelihood of recommending it.

While cosmetic and skincare retailer Lush was named the best high street brand for the second year in a row, narrowly overtaking department store John Lewis, Philip Green’s Topshop and Topman were ranked the worst fashion retailer at number 98, scoring just 55 percent, with Which? revealing that the fashion chain received low ratings for everything except customer service.

H&M was ranked joint 96th in the list with BHS, with the Swedish retail chain being rated poorly for service, while its products, stores and prices scored slightly better. BHS on the other hand ranks as the lowest department store, with consumers claiming that some stock seemed ‘dated’.

John Lewis narrowly misses out on Best High Street Brand honour

There were some fashion success, John Lewis was the highest placed fashion retailer ranked at number two, with a customer score of 79 percent, just behind Lush who scored 80 percent. Which? stated that John Lewis topped several categories in the survey, earning five-star ratings for products, customer service and store environment.

Other fashion retailers making the top 20 included department store Fenwick jointly placed with Whitestuff at number 9 with 72 percent, while mother and baby retailer Mamas & Papas was listed at 17th with 70 percent. Just outside the top 20 were Clarks, Fatface, Marks and Spencer and Zara with 69 percent at 21.

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.”

Joining Lush and John Lewis in the top five stores were Independents - DIY and Decorating stores (76 percent), Richer Sounds (75 percent) and Screwfix (75 percent), while below Topshop at the bottom were Whsmith (54 percent) and EE (52 percent).

Image: Topshop/Topman store