British Heart Foundation Furniture & Electrical Stores Omdömen 5 743

I booked a collection from a storage place. I was told, all day collection, but I would receive a text at 8.30am which would tell me morning or afternoon. I would then get a text half an hour before collection.

On the day, no text, and the office was not open to call until 9.30am. When I phoned I was told the collection would be lunchtime, I would get a call half an hour before they were due. I was at the storage unit for 11am, waiting.

By 2pm no one had been and no text had arrived.I phoned the office again Traffic had been bad I was told even though their office is only twenty minutes away from the storage place.
I was told they would definitely be there to collect by 4pm, if not sooner. The usual promise of a call. After 4pm I phoned again.

I was told they would get to me but they didn’t know when. I had waited at the storage unit by this time, five hours and been told twice they would arrive within a certain time slot. I told them to forget about it, I would donate the items to someone else who could be bothered to turn up when they say they are going to.

I could not wait any longer. I had changed my storage unit size from large to small as I thought the large items would be collected. I had to catch the receptionist before she left to change back to the large unit and move everything back into there before they closed. So a good deed cost me five hours of waiting and the extra cost of having to keep the large unit. I had twelve items including a king size bed plus five items added later to donate Most of the items were new and had never been used.
I’m sure I will find another charity, but I would never consider donating to BHF ever again.

I requested a house clearance and was shocked i had to pay £178 for the collection. I had to pay as there were no other options to clear the flat.
Anyway the person moving into the flat asked to buy all the furniture. I agreed .

Now the trouble begins i cancelled the collection from BHF 5 days prior asking for a refund. That was 3 weeks ago, the shop said HO do it, HO said the shop do it. !!
Eventually complaint after complaint I am get a refund.

Ask questions before committing!

Absolutely great customer service today when the two men delivered my sofa they were so polite and kind when they couldn’t get it into the room that I needed it and so they went out of their way to go and grab some tools and came back so they could take the arms off and put them back on just so that I could have my my sofa in the room that I needed it in today I appreciate this so much so Thankyou to the two men that helped me do this British heart foundation Saint Matthew Street Ipswich Dave and Nick.🫶💯

Would highly friends and family to the company, they have been so professssional through the whole experience from time I made the call to the collection. The driving crew from Kettering Simon and the assistant Carl for being so polite and professional when collecting the furniture. I can’t thank them both enough for keeping me updated throughout the process and the timings they was due.

I bought a fridge freezer from a British Heart Foundation. Before purchasing, I specifically asked whether they would take away my old fridge freezer, and I was told they would, as long as it was in working condition. Based on this information, I went ahead with the purchase, paid for the appliance, delivery, and agreed on a delivery date.
On the day of delivery, the new fridge freezer was brought to my home, but they did not take the old one, stating that there was no space on the van. I was then asked to contact the store to arrange a separate collection, which I had to organise the following day.
In the meantime, I cleaned the fridge freezer I had purchased and noticed details that are not easy to see in the shop, such as adhesive tape inside the drawers used to hold parts in place.
After a few days of use, the appliance started to develop water and ice build-up in the freezer compartment, which eventually formed a large sheet of ice. After investigating, I discovered that the internal drainage system had been blocked with a material (like rubber), most likely to prevent leaks during transport or in-store storage, which prevented proper drainage of defrost water.
This led to water accumulating and eventually leaking out, initially appearing as a serious fault. I was eventually able to identify and resolve the issue, but it required time, effort, and additional electricity consumption.
In addition, when collecting my old fridge freezer, they refused to take it due to a minor fault in the door seal, despite the appliance being fully functional. This condition had not been made clear to me beforehand, as I was initially told it only needed to be in working order.
Overall, the experience was frustrating due to a lack of clarity regarding the collection conditions, inconsistent information provided, and the condition of the product received without proper inspection before sale. I would strongly recommend checking all terms carefully before arranging purchase or delivery.

Turned their nose up at my wall unit because it wasn’t a popular choice. They had the cheek to say this to my face. Claimed it had mold on it when it was just dust. Left after making me feel really bad.

I’ve used this charity regularly over the past two years for both buying and donating, and the in-store staff have generally been helpful. However, I’m extremely disappointed with the house clearance team. First, they failed to turn up, and when they did come round they showed a distinct lack of interest and professionalism. Eventually we received a quote for nearly £9,000 to clear a six-bedroom house—over nine times higher than another quote—and completely unfathomable.
This experience has been hugely disappointing, I doubt I will ever use them again.

The British Heartless foundation would be more appropriate name. How can you have a system where you find time slots online to book, get confirmation email telling the relevant shop might contact you if needed, take time off to await collection, no one shows up, you’re trying to call the relevant shop on number of occasions and never get and answer. The after 5 days you get a call to say you have made an interest to have a collection and we are calling to book you! This is surely taking the mickey! I will not support you in anyway after this treatment as there are other charity organisation that has a much more respectful approach!

I had recently had very bad experience with British Heart Foundation Furniture shop in Westquay Retail Pk, Southampton. Six hour delivery delay as manager had decided to precede my delivery to do a house clearance.I only learnt this by calling the store to ask where my delivery was. Lied to by manager that wrong flat number was given to delivery men when correct flat number is shown clearly on my copy of collection docket. At no point was apology made. Appalling behaviour.

Complaint sent today below. I try and do something good for charity and my expensive property is wrecked! Never again!.

COMPLAINT FAO BRISLINGTON-BRISTOL BRANCH

Mr *****

Flat ******

West Street *****

Bristol

Tel ***********

Formal Complaint – Property Damage and Unsafe Conduct by Sofa Collection Team

Dear British Heart Foundation Customer Support Team,

I am writing to raise a formal complaint regarding a serious incident that occurred during a scheduled sofa collection at my property today.

The sofa had been deliberately positioned in a clear and safe area of my living room to avoid any risk to the valuable items nearby. Despite this, upon arrival, the two delivery drivers handled the sofa in an extremely reckless and heavy‑handed manner. They lifted it without care and then threw it down directly onto a table that was supporting a 35- 40kg polystone, custom‑made Marvel “Thing” statue.

This statue is a high‑end collectable, privately purchased from a specialist collector in South Korea, with an estimated value of £1900 It is irreplaceable with only 34 worldwide, and the damage caused is severe enough that repair is likely to be extremely costly or not possible at all. I am now faced with the likelihood of having to dispose of the item entirely.

What makes this even more unacceptable is that the drivers later informed me they could not take the sofa due to a missing fire label on the underside, despite there being a fire label clearly attached to the top section. This means the reckless handling and resulting damage were entirely unnecessary. My property was damaged for no reason whatsoever.

As well as being an Armed Forces Veteran with PTSD from my time in Afghanistan, this incident has now caused me significant additional emotional and psychological stress. I attempted to do a good thing by donating a sofa to charity, and instead, I have had a valuable personal item destroyed inside my own home due to completely avoidable negligence.

When I reacted to the damage, one of the drivers stated, “Don’t worry, my boss will pay for this,” despite having no confirmation from his employer. When I asked for further details, he refused to provide any information. I subsequently contacted the British Heart Foundation directly to report the incident and have also contacted the police due to the reckless nature of the behaviour and the distress this has caused me. The crime reference number for this report is: **********

For your investigation, I have photos and a short video clearly showing the incompetent drivers and delivery company - inside my property and the resulting damage to the statue.

As the collection was arranged directly through the British Heart Foundation, I expect this matter to be treated with urgency and for liability to be acknowledged accordingly.

I request that you provide:

Confirmation of the next steps regarding compensation for the damage

Details of how this incident will be addressed internally

Assurance that appropriate action will be taken to prevent similar incidents from occurring for other donors

If this matter is not resolved promptly and satisfactorily, I will have no choice but to pursue the issue further through a solicitor and formal legal channels. I would prefer to resolve this directly with you, but I am fully prepared to escalate if necessary.

Please acknowledge receipt of this complaint and outline the formal process moving forward.

Regards

Disgusting never answered the phone when trying to book a furniture collection, lazy people and you wonder why people fly tip, answer the phone it's your job!!

I offered to donate a single bed which is fairly new . I took a day off work. The van driver would not accept the bed as it didn’t have the legs . I have wooden flooring so the bed has always been flat . The only thing I was told is the bed would have to have is the fire warning labels which it does . I don’t think this is a reputable charity anymore . I will not support this organisation again .

BHF Southampton West Quay - AWFUL!!!
Arranged via website to collect brand new items out furniture, fire safety labels included. Never turned up. Spoke to some idiot at store, no idea, not interested, multiple excuses. Have used BHF before, but never again. Dreadful service and idiot staff!!!!

Atrocious collection service. The guys in the shop were wonderful and helpful, the collection team anything but. Almost 2 hours late and then the most insane reason to reject furniture (a small discolouration of a small patch of varnish). Wasted an entire morning waiting for them to turn up for nothing. My honest thought is that the collection team simply could not be bothered to move a heavy bit of furniture.

I'm sure ill get some generic response about how it has to be ready for sale and some other BS. Save your effort. As in future I'll be supporting a different charity.

We had a sofabed, in excellent condition, that we wished to donate to the charity. Having confirmed that it had the requisite fire label, the men from BHF arrived from the Cheltenham branch to collect it.
We were extremely disappointed that those men were unable to take it as it was 'too heavy' and they would have to get it up to the first floor when they got back to the branch.
Luckily the men from Sue Ryder faced no such issues and collected it today. It's just a shame that BHF weren't able to benefit from this donation.

My husband arranged for a collection of a few furniture items most of which had been bought from British heart foundation. The day BHF was supposed to come they never turned up - received no updates throughout the day. They rescheduled collection for today, tuesday 07.04.2026. They arrived late and decided they did not want to take 90 % of things i declared. They said not to worry as there is a company that can recycle all the items for me and they gave me website where, they said, I can arrange for free collection of furniture BHF cannot take. They lied so they can take what looks like new, the 10 percent of things i did not buy from BHF. Second hand furniture, that i bought from bHF in exactly same condition is no longer good enough for them! Thieving, lying British Heart Foundation. They have been going downhill for a long time now. Shame on you. Time wasters!!!! I will never support British Heart Foundation again!!!!

Arranged a pick up of garden furniture. Two men turned up looked at the furniture and left without ringing the bell. The furniture is fine, I am sure they will have a ready made excuse but having donated many, many times over the years, I will look to use another charity.

Old Kent Road Home Store - complete time wasters. I can’t believe they would treat donors like this.

I had a collection booked and confirmed for between 7am-1pm on Thursday 2nd April 2026. Was promised tracking around 7am on the morning. This didn’t arrive until 12:30pm. Tracked the van coming to my address and saw it shoot past me in the main road.

Driver made no attempt to contact me. I tried calling the number on the tracking, which was for the Old Kent Road Home Store. They didn’t answer even though I called multiple times.

I saw on the tracking that the driver left. Nearly an hour later, received a text saying that the driver was arriving shortly, but the tracking shows they cancelled the order.

No one from BHF had the courtesy to contact me to let me know what was going on.

I called BHF HQ to make a formal complaint about how they treat donors. I was donating thousands of pounds worth of good quality furniture, and they made no attempt to try and find the address or contact me.

Job Reference: 700O07-B2603129199

Purchased in-store at Brixton.
The entire staff were friendly and patient. Simon was very helpful in ensuring everything was in order and was very patient during a busy afternoon.

A home delivery was due today, but because of the lift being broken (which we informed them ahead and paid extra) the man and van could not come up. Which is fine. Understandable. No one should break their backs.

Milen from the van called to ask if we were happy to receive the redelivery the next day, was really nice about it. Thanks Milen.

We sent photos to BH F in Weston Super Mare branch. The photos was accepted on our furniture items. We at to wait around 4 weeks for a slot. We drove 40 minutes to parents house. The driver inspected the items and rejected half of the five items. Warning if photos clear BHF scanning process. There is a very good chance they will be rejected and you could be waiting a month.

Really frustrating because it meant we waited a month. BHF approved the photos which is disingenuous if then they are rejected on inspection. We wasted nearly 4 weeks : a 40 minute drive and communication with BHF to get items approved prior to inspection.

Next time I will take items to local recycling centre.