As the starter of this thread I thought i should do more than just grumble, so I have emailed WH Smith. See below (actually, that is just more grumbling, isnt it?!)
I will post any response I get.

Dear Sir/Madam
I am writing to express my concern at the general condition of the Forest Hill branch of WH Smith. In general, your stores are well stocked, well maintained and the staff are helpful. I am sorry to say that this is not my (or others') experience of the Forest Hill branch.

The shop appears generally run-down and shabby, it is poorly stocked and the staff seem to be suffering with very low morale. I have been told at least half an hour before closing that they have run out of newspapers - when papers are clearly visible - only to find out later that this is because they have already batched them up as 'unsold'.
I have not experienced this myself, but I have been told that sometimes the store does not open on time.

The shop is on 2 floors but the customer 'lift' is no more than a goods lift and not suitable for providing proper access to the 1st floor.

I understand that the Post Office is due to be relocated into this store (on the 1st floor) in the near future. Is this opportunity going to be used to refurbish the store generally?

As a town centre, Forest Hill is struggling a bit at the moment to sustain decent shops. I and many others are keen to support our local WH Smith, but you are not making it very easy for us!

I look forward to your comments