Shopper survey highlights reasons for department store decline in Australia

Australian shoppers have ranked Myer as the nation’s favourite department store, leaving a struggling David Jones trailing in third place, according to new research from Canstar.

Myer beat out Harris Scarfe, which had previously won for three consecutive years.  

Myer was awarded five stars for overall satisfaction, product range, store/website layout and presentation, and checkout experience, four stars for customer service, and three stars for value for money.

Myer hasn’t been spared same economic challenges that have placed its nearest rival David Jones’ future at risk.

It reported a statutory net loss of $276.5 million for the 2025-26 financial year, marking the second-largest loss in the company’s 126-year history.

Myer has undergone significant structural transformations across its store footprint, core operations, and digital sales channels.

There are currently 56 Myer locations across Australia, with 10 stores closed over the past 10 years, including Roselands in January.

Some remaining stores have been reduced in size as Myer focuses on building its online sales.

Myer and Mecca also announced the end of its 17-year partnership in January.

Harris Scarfe was voted Australia’s second best-rated department store, earning five stars for customer service, and four stars for overall satisfaction, value for money, and checkout experience.

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Harris Scarfe has a history of major financial struggles and store closures, though its recent performance has substantially stabilised.

In April 2020, retail giant Spotlight Group (owners of Spotlight and Anaconda) purchased Harris Scarfe out of administration, saving the remaining 44 stores from total collapse.

It has since rebuilt and there are approximately 68 Harris Scarf locations operating across the country, with 28 in Victoria.

David Jones placed third in the Canstar survey.

The 188-year-old icon was awarded four stars for overall satisfaction, store/website layout and presentation, and customer service.

It lost stars for product range, value for money, and checkout experience.

There are reports multiple David Jones stores are facing closure, including five Westfield locations, after the retailer missed an October 30 deadline to file its accounts with corporate regulator ASIC.

It comes after reports the department store received $10 million in late October emergency funding from its senior lender to trade through the busy Christmas period.

Budget department store chains Big W, Kmart, and then Target rounded out the list.

Canstar consumer expert, Eden Radford, said that while 2400 of those surveyed cited convenience as their reason for choosing to shop at department stores, the overall feeling is that customer service has been slipping.

“Department stores have long been a destination for convenience, and our research shows that being able to buy a wide variety of items under one roof is still the drawcard for many shoppers,” Radford said.

“From racking up loyalty points to choosing multi-brand gift cards, Aussies still appreciate the versatility department stores provide.

“However, customer expectations are shifting. Over one-third of consumers said they feel customer service has slipped, and only half would miss department stores if they disappeared from shopping strips.”

Product range is the single biggest driver of customer satisfaction, she explained, closely followed by layout and presentation. 

“Myer has met these expectations to take out Canstar’s 2026 Most Satisfied Customers Award for Department Stores, demonstrating a strong performance across the factors that matter most to shoppers,” she added.