In a recent
‘Which?’ survey, shoppers voted WH Smith the worst retailer (‘messy and
expensive’), with TK Maxx scoring pretty low too.
I believe
that over the years WH Smith has deteriorated, with some of their stores
feeling less inviting and more cramped. A branch in a neighbouring town has
been reduced to half its size, resulting in everything being ‘shoe-horned’ into a much smaller area. Taller shelf systems were installed, forming narrower
walkways, and I now avoid going in there as it makes me feel quite
claustrophobic.
Before this
change I was a much more frequent visitor to the store, which was spacious and
well organised. Ok, so having less floor space has obviously reduced overheads,
but has possibly also meant a further reduction in customers and so profits. Of
course, one of the reasons that consumers may no longer rate WHSmith is that
one of the main items that it stocks, books, can be bought much more
cost-effectively from the supermarket shelves.
Certain
branches of Clintons card shops have had a similar ‘make under’, with some very
tall shelving being installed in cramped aisles. At least they have started pricing
their cards individually, meaning that you don’t have to hunt around for
annoying price codes and charts any more.
Although TK
Maxx does offer some good bargains, I can’t help feeling that I’m walking into
a jumble sale when I enter the store. Sorting through rails of mismatched
clothing very quickly becomes boring to my mind, and I soon lose all patience,
give up and go somewhere that displays their clothing in a more user-friendly
way.
Surprisingly
to me, pound and 99p stores rated quite highly in the survey, although
personally I have found many of these shops disorganised and uninviting, with
the exception of a few good branches. True, prices are low, but I expect a shop
to be welcoming and offer good, friendly service – I don’t want someone to just
shout, “Next please,” and proceed to stuff my purchases into a bag whilst
wearing a bored expression. Hold the complaints about that comment; I do speak
from genuine experience.
So what
makes a bad shop? Well of course there can be a lot of variation between
different branches of the same store, but I believe chaotic displays, cramped
environments, unhelpful staff and goods that are unrealistically priced all
make a bad shop, but what do you think?
Follow
me on Twitter @shoppersjoy
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