WH Smith has been named the UK's worst retailer for the second year in a row, according to a Which? survey of nearly 8,000 consumers.
The survey of 100 retailers found WH Smith rated "very poor" for value for money and customer experience. It is the ninth year in a row in which it has been placed in the bottom two.
WH Smith brushed off the criticism, highlighting that 586 customers commented on its stores. A spokesperson said: "This survey... is neither statistically relevant nor meaningful relative to our loyal customer base.
"Every week we serve three million customers in our 600 UK High Street stores and have maintained our presence on the high street where many other retailers are closing stores."
Shoppers described WH Smith stores as "cramped and messy", while others said staff were "unhelpful".