Costco tops list of major retail chains

February 19, 2012 at 12:00a.m.

Costco pleased shoppers more than any other retailer, according to Consumer Reports’ recent survey. More than 26,000 readers reported back on their shopping experience at 10 of the nation’s major retailers in the survey.

In its latest report, CR subscribers accounted for roughly 55,108 shopping experiences at Costco, J.C. Penney, Kmart, Kohl’s, Macy’s, Meijer, Sam’s Club, Sears, Target and Walmart. For the first time, some shoppers also told CR about their experiences at those retailers’ online stores.

Costco was the only chain to earn an outstanding grade for the overall quality of its merchandise, whether in stores or online. And it earned above-average scores for all 10 of the product categories that were rated, including electronic entertainment, jewelry and sporting goods. Costco’s website did better than its walk-in stores on all counts except product quality (the two types tied) and earned top marks for layout, product value and checkout.

However, in-store shoppers found chinks in Costco’s armor: The chain’s walk-in stores scored below average for selection, checkout (because of long lines) and service, and its shoppers were more likely than those elsewhere to complain about a lack of fitting rooms.

Kohl’s and J.C. Penney earned above-average scores for the quality of their goods in all product categories for which CR had sufficient responses. People were especially happy with the value and layout at Kohl’s stores.

Target boasts that its stores are easy to navigate, and CR’s readers rated its layouts higher than that of some other chains. Otherwise, the in-store shopping experience was just average, and Target’s website was not especially easy to use.

Macy’s stores rated better than average for product quality and layout. Macy’s was the only chain besides Costco to receive raves for its kitchenware and personal-care products. Readers also praised the chain’s clothing and home-decor selections.

Meijer scored better than some for layout and quality of kitchenware, personal-care items and electronic entertainment, but scores for its clothing were lukewarm.

Sears’ overall scores for its walk-in stores and website were similar, but the chain’s online customer service rated lower than its walk-in service. Respondents said Sears, Costco and Sam’s Club were the best places to buy hardware.

Sam’s Club stores, virtual and real, scored about the same as Sears overall. Readers who shopped at its walk-in stores complained of long checkout lines and limited selection but rated product quality and layout as better than average.

Walmart and Kmart walk-in stores scored much lower than those of other retailers. Walmart might be associated with low prices, but respondents said the product value was better at Costco and Kohl’s. Kmart was the only chain to score below average for value. Kmart also received low marks for selection, service and checkout speed. Walmart was the only chain to earn below-average scores for the quality of its men’s, women’s and children’s clothing. (Kmart received below-average scores for men’s and women’s clothing.) Walmart shoppers were especially likely to complain about long checkout lines and inadequate customer service.

In addition, 23 percent of the Walmart shoppers who returned an item to one of its stores the previous year reported at least one problem, significantly more than at any other retailer. (The problem was usually that they were offered only store credit.)