WHSmith accused of ‘forgetting’ customers after axing essential Christmas items
WHSmith shoppers have blasted the retailer for removing essential festive items from its website – just before Christmas.
The retailer stocks an array of online gifts, including books, DVDs, board games and stationery, but it no longer supplies seasonal wrapping paper, ribbons or bows to go with them.
The change was made in September – with the relaunch of WHSmith.co.uk – but people have only realised in recent weeks while rushing to get sorted for the holidays.
One customer said on Facebook: “I used to always get my Christmas wrap from you online, shame it’s been removed.”
Another added: “So upset as they were my go-to for wrapping, always lovely designs!”
A third moaned on X: “I am unable to get out to get to a store, so I rely on online shopping as do many other potential customers.
“Thanks to WHSmiths for forgetting about their customers who rely on online shopping.”
WHSmith explained: “We recently made some changes to our website to focus on books, bestselling stationery lines and entertainment products, the most popular categories of our WHSmith.co.uk customers.
“As a result, we no longer stock Christmas gift wrapping or photo albums online.
“However, customers can continue to shop our wider ranges in stores.
“A selection of traditional gift wrapping continues to be available online.”
Susannah Streeter, head of money and markets at the investment firm Hargreaves Lansdown, explained the retailer will be wary of ending up with expensive, unsold stock after Christmas.
She added: “WHSmith has been shape shifting and concentrating on delivering for its customers at its shops across the rail networks and at airports.
“It also appears to have been streamlining its online offering as part of this shake up.
“The focus has been on ensuring stocks levels are high for its most popular items, to ensure it can sell at full price and not be landed with excess products to discount.
“This is the big risk for seasonal goods – if volume forecasts are out – then it can be an expensive mistake.”
WHSmith reported a jump in full-year profit and revenue in November, helped by a strong performance from the UK travel business and over the summer.
Transport hub outlets saw a 15 per cent rise in profits, but for traditional stores it’s been tougher, with earnings flat for high street locations.
Susannah added: “The company has an eagle eye trained on ensuring it’s not saddled with too much unsold stock and is paring back its available ranges.
“Christmas will still be crucial for WHSmith, but it is relying on sales of books and entertaining toys and games to help tills ring merrily.”
How to save money on Christmas shopping
Consumer reporter Sam Walker reveals how you can save money on your Christmas shopping.
Limit the amount of presents – buying presents for all your family and friends can cost a bomb.
Instead, why not organise a Secret Santa between your inner circles so you’re not having to buy multiple presents.
Plan ahead – if you’ve got the stamina and budget, it’s worth buying your Christmas presents for the following year in the January sales.
Make sure you shop around for the best deals by using price comparison sites so you’re not forking out more than you should though.
Buy in Boxing Day sales – some retailers start their main Christmas sales early so you can actually snap up a bargain before December 25.
Delivery may cost you a bit more, but it can be worth it if the savings are decent.
Shop via outlet stores – you can save loads of money shopping via outlet stores like Amazon Warehouse or Office Offcuts.
They work by selling returned or slightly damaged products at a discounted rate, but usually any wear and tear is minor.