News and Reviews
CHOICE Names Best and Worst Appliance Retailers for 2024 Ahead of Black Friday
CHOICE Names Best and Worst Appliance Retailers for 2024 Ahead of Black Friday
By Ian Rogers
As Black Friday approaches, CHOICE has ranked Australia’s best and worst appliance stores based on customer feedback about factors such as customer service, product range, value for money, delivery, and after-sales service.
In a survey of 3,500 CHOICE supporters, two retailers stood out:
- Top Online Store: Appliances Online
- Top In-Store Retailer: E&S Trading
On the flip side, Kogan and Big W received the lowest ratings for online and in-store experiences, respectively.
Best and Worst Online Appliance Retailers
Best: Appliances Online
- Overall Score: 86%
- Top Features:
- Delivery: 90% (specific delivery windows a highlight)
- Ease of Use: 84% (user-friendly website)
- Price Matching: Widely praised
- After-Sales Service: 77%
“Appliances Online dominated across all categories, with respondents praising its product range, ease of navigation, and standout delivery options,” said CHOICE Director of Reviews and Testing, Matthew Steen.
Worst: Kogan
- Overall Score: 59%
- Top Features:
- Product Range: 74%
- Value for Money: 70%
- Weak Points:
- After-Sales Service: 35%
- Delivery: 68%
“Kogan fell short in nearly every category, particularly after-sales service. Many respondents highlighted slow delivery and difficulties with customer support,” Steen noted.
Best and Worst In-Store Appliance Retailers
Best: E&S Trading
- Overall Score: 89%
- Top Features:
- After-Sales Service: 91%
- Customer Service: 88%
- Delivery: 89%
“E&S Trading’s commitment to customer satisfaction, particularly after-sales support, earned it the highest score among in-store retailers,” said Steen.
Note: E&S Trading primarily operates in Victoria and has one store in the ACT. For shoppers elsewhere, Retravision, Winnings, and Betta also received high marks for in-store experiences.
Worst: Big W
- Overall Score: 62%
- Top Features:
- Value for Money: 67%
- Weak Points:
- Customer Service: 50%
- Product Range: 57%
“Big W’s limited product range and poor customer service brought its scores down. Respondents reported challenges in finding staff for assistance,” Steen said.
What This Means for Black Friday Shoppers
“With the holiday shopping season upon us, these insights can help Australians make better decisions about where to shop for appliances,” Steen advised. “For a smooth shopping experience, Appliances Online and E&S Trading remain standout options, while shoppers may want to exercise caution with Kogan and Big W.”
For more details and the full rankings, visit the Best and Worst Appliance Retailers 2024.
For more local news, click here.
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