British Heart Foundation Furniture & Electrical Stores Reviews 5,766

A date was booked for today for BHF to assess the house for clearance. Their arrangement was to come at any time during the day. I needed to pop out for a few minutes to a neighbour but wouldn't be far so I phoned asking to give me some notice to enable me to get back. I was told they give me 30 minutes notice as standard practice. I popped out at about 12 ish but later in the afternoon found a card in the door that they called at 12:28. I checked my phone and there was a missed call at exactly the same time. I always keep the phone on me and there was no way I could have missed the door bell and also the phone call unless it rang just once. Anyway what is the point of phoning and coming to the door at exactly the same time? I phoned the office and tried to explain all that and also that I dedicated a whole day to this inspection and tried to explain that at the very least they breached theit rules to provide the 30 minutes notice. I found myself going round in circles with my fundamental question about the notice just being evaded. I got more and upset but instead of understanding and apology the lady threatened with terminating the call. I had other serviced people in the house at various times and I always got a courtesy call and there was never any friction. I cannot abide this lack of courtesy which is why I will not be engaging BHF.

Arranged for a three seater sofa to be picked up, excellent condition apart from a couple of cat scratches on the back. They refused to take it. What a waste of my time and the two men who came to pick it up. Why was I not asked during the phone call the condition or asked to send photos. What do you want BHF brand new furniture with no imperfections!!

Poor experience with The British Heart Foundation. A collection was arranged for an armchair, but when they arrived they refused to take it because of a stain. This could have been clarified beforehand and ended up wasting my time. I understand charities have standards, but clearer communication and more realistic expectations would improve the service. Why not ask for pictures when filling out the online form?!

yesterday. i went into Eastleigh. shop .. to take in a donation ,, and ask about a collection . the dark haired man. was so rude. i wish i never gone in another very kind man too my gift,,, but asking about taking item form my home. well i was on a mobility scooter. .. my friend who was with me. left. she really did not like his rudeness a thank you to the other man who helped me out of the shop.it too some getting into the shop ...NEVER WILL I EVER GO THERE AGAIN .
my daughter workes her heart off in her cardilogy. dept

I wanted to donate my dining room furniture a large extending oval table and 6 chairs, a display corner cabinet and a larger dresser type unit. All done online with confirmation that my donation had been accepted and a collection date confirmed. Good communication through the day up to collection. When the men arrived they said they didn't think the furniture would be suitable so they took photos and sent to the manager of local shop who replied that they would take table and chairs. So now I've got to arrange to get rid of the rest and probably will end up at the tip which is such a shame. Why on earth do they not request pictures before agreeing to collect items. Sending a big van and 2 men waste of time and money and this is a charity crying our for donations. Never again

I want to exceptionally appreciate the manager Rachael and a very proactive staff Cassie. You both do an amazing job. This is to say thank you. Keep up the good work, and the warm reception. Your smile are welcoming.

I arranged a collection by the BHF store in SOUTHALL with an incompetent staff member called SEEMA, and I was responded to when they failed to collect by another incompetent and rude staff member called ADRIANA. I arranged a collection of an office desk for Saturday, May 2nd, 2026. This date was offered to me by the store itself. My elderly father waited in all day, and they did NOT collect it. I messaged them over the weekend, and only today did they reply, stating, "All the items have been collected; we were told the desk was unavailable, and NOBODY kept your father waiting."
THESE ARE TOTAL LIES.
Clearly, they didn't have a clue who I was or what I was donating and are talking about another collection they made at another address. The reply was ignorant and rude from ADRIANA. When I messaged back to state my address and reiterate that my desk was not collected, nobody replied to me. This is how the British Heart Foundation store in SOUTHALL treats people trying to help their charity. ABSOLUTELY DISGUSTING AND UNPROFESSIONAL BEHAVIOUR. I will donate my desk to another charity that actually can be bothered to collect it and doesn't lie when they fail to do so.

Everything ok except the delivery fee £30 is alot especially living in the same area ,I know its for charity but think the delivery fee needs to be looked at £10 yes if you live in same area as the shop ,if you have no transport then not alot uou can do about it , but think they should drop the £30 fee

Staff 2 in particular on Watford High street parade , were very unhelpful and rude .. to the point I will never buy again from them or donate anything again .. we donate instead of trying to make any money , so the charity can, but leaves BHF with a very ungrateful and rude attitude

Shame we’d kept the mattress for a week my son as a van. I could have took it to the tip. It’s 18 month old and cost 2k but too firm. Always covered with a protector.
The collection guy said (it’s unacceptable because of a stain), he appeared angry before he even saw it. The stain he said was unacceptable, my wife removed it with a warm damp cloth. It was the size of a golf ball on a super king mattress!

Wish I could post pictures!

Easy to book collection though

Please be careful if you wish to donate a sofa to the store in Wigan. As they miss in form you about thing until it's to late. I was donating a sofa nearly two Yr old sofa and chair. I was told does the item had to have a FIRE LABEL ( refer to this later) which it has, yet this is not good enough for the new manager at wigan as it has to have a batch number and I'd number I was told after the two lads refused to take it. The manager said it has to have one by law, Yet the sofa was specifically made so as the makers said it won't have one. I even gave them the shops name who made it but wouldn't contact them. But checking on the Internet you need either not both. So becarful you get full information from the manger from branch or they won't take it.

Arranged a collection of a leather sofa and other items. Waited 3 weeks for the appointment. Despite them saying in the (repetitive) messaging that they would be social distancing, the driver said ‘nah, we ain’t done that for a while’. I was concerned by this as I have a compromised immune system. They had a terrible attitude, turning their noses up at things which were listed for collection, but which they said they couldn’t take, such as power tools and a heater, even though on the job sheet they listed them as taken. The nail in the coffin came when they rejected the sofa because the leather was ‘coming off’. I asked them what an earth they were talking about and he showed me some ‘cracks’ in the leather. They said they wouldn’t be able to sell it. Do they not understand that leather ages? This was a quality leather sofa, not some DFS tat.
My bin men have a better attitude than these guys. When you are donating to charity, you expect a certain level of courtesy, not the ignorance that these two displayed. Their van said ‘house clearance service’, but they weren’t even offering that, leaving me with a living room full of things they didn’t think good enough to sell. I will now need to have a bona fide house clearer to remove these items, as my heart condition prevents me from moving anything. Thanks BHF!! I certainly won’t be donating to the BHF again, and in fact, I think I might just cancel my standing order.

Rude, greedy, heartless people. You want to give them your furniture FOR FREE, and they behave like they are making you a biggest favour of your life!!!! No understanding of circumstances, no kindness. Said they've knocked on my door, but they weren't even there, haven't even tried. Just bastards, nothing more.

Offered to donate a brand new £180 kitchen mixer set, told it's not worth the travel time from Reading to Newbury to collect it, apparently charity doesn't begin at home.

Worse place to work as volunteer i spent there 1 year as volunteer when i needed to have a letter showing how many hours i did they have giving false documents! Like xmas time i did 0 hours! Start date is wrong! I don’t know what they trying to hide! It is awful place to work!

GREAT EXPERIENCE THUS TIME FROM THE SHOP STAFF BOOKING AND KNOW PROBLEMS WITH THE DRIVERS THIS TIME.
TOOK EVERYTHING FIRST TIME.
GOT GOOD AND POLITE STAFF AND DRIVERS AT CHATHAM KENT STORE THIS TIME.
KEEP UP THE GOOD WORK.

I contacted BHF to donate a washing machine and dishwasher. On the day of collection they can at 8am without prior notification. They told me they wouldn’t take the dishwasher because they don’t sell them.( I called the shop later to complain and was told they do sell dishwashers.)They never even looked an it. They then spent 5 mins or more searching for mould in the washing machine. I said I had cleaned the machine thoroughly but was ignored. It felt like they were searching for a reason not to take it. I was giving it to them for goodness sake. Their attitude was terrible and rude and I will never donate to them again. Sue Ryder is a much much better experience. Wish I’d donated to them.

Hostile staff in both CS and collection

Sunny day outside, this is a charity, and I have a few heavy items for them to collect. I moved the items outside an hour before their arrival so it's easier for their staff (given it's charity, I want to make it easy).

The collectors were extremely hostile, I explained my intention, they threatened to just leave, and refused to collect the items outside.

That's alright, sent a feedback to the CS about the same. And got an even more hostile feedback, quoting:

"It clearly states "please do not leave items outside" I will re-send it for you to read again. In bold, underlined and highlighted.

We collect from inside not outside for many reasons and are clear about this in our email.

Obviously we cannot make people read the information, but we have let you know."

Woah. Understood, I should have saved all my trouble digging those items out from my garden shed and make it easy for your collectors.

This is the WORST donation experience I had, and the CS doesn't want to de-escalate.

Let down by delivery company.

Spent about £300 in furniture store and paid £30 for delivery, was told we would get a 2 hour delivery time slot which we didn't receive. Phoned the store who didn't have any information so just had to wait around all day. Wouldn't recommend or if you buy furniture from them at least arrange your own van.

On a seperate occasion ordered a sofa, did get the delivery time slot, but drivers couldn't have cared less, scratched the sofa and were really miserable and borderline rude.

Absolutely disgusted, overly picky and just down right rude, as an ex deputy store manager, I know what they are looking for, I understand sometimes there is too much of certain things, however when you are offering modern high quality goods that are in perfect condition, only selecting what you want means you loose out, Shame on you!
This is not a charity it is a multimillion pound business.
I will not separate matching quality items for you to cherry pick, it’s a disgrace you should be appreciative of goods offered, it’s not my fault your over stocked on unsalable items it’s called being greedy.
EDINBURGH FURNITURE INITIATIVE
Or the SALVATION ARMY
Are only too happy to accept quality bundles, I now know where I’ll direct my 48 luxury flats to donate there goods