WH Smith went off the boil years ago. Their High Street shops always seem grubby and down at heel, and they don't seem to know what they want to be.
The upselling at the till annoys everyone - who goes in to buy printer paper and wants a Chocolate Orange? - and they don't do things like sandwiches or toys very well. I suppose they won't get the turnover on newspapers and magazines that they used to, as people read more online. They will be a miss in towns that don't have a lot of shops though, as some items are better than none, even if the range is limited and the prices high. If you can pop into a local store to get something it could well be more convenient than having to go further afield, but I think they tried to spread themselves too thinly.
We don't have a local Lakeland, but I do go to the city centre one when I'm there, and often order online. I love getting vouchers for Lakeland as presents, as they give me an excuse to buy things I don't really need but enjoy - the essence of a good present, IMO.