British Heart Foundation Furniture & Electrical Stores Anmeldelser 

Told me what they’d collect and failed to tell me the beds needed to be dismantled in advance and this wasn’t something the could do. People are obviously booking them in on certain days for a reason so this was very disappointing. Removal men themselves were helpful and friendly.

Very disappointing and unfair customer service at Kingston

I visited the Kingston store intending to purchase two single beds. I had already spent around 45 minutes to an hour discussing the beds with a member of staff, including the frame/headboard, and I had made it clear that I intended to purchase both. I was simply waiting for the member of staff to demonstrate that the frame worked correctly before proceeding with payment.

After the frame was demonstrated and worked perfectly, I said I was ready to pay. At this point, another customer who had only recently entered the store also expressed that she wanted to purchase the same bed.

I then overheard a conversation between the staff member and the manager in which the manager asked who had asked for the bed first. The staff member stated that the other customer had asked first. This was simply not true from my experience I had been there for close to an hour, while the other customer had only
arrived in the last 5-10 minutes.

When I challenged this, the explanation changed to suggesting that we had both decided at around the same time. This was extremely frustrating and, in my view, completely unfair.

What made the situation particularly uncomfortable was that the other customer was white while I am Black, and I was left feeling that I had been treated differently. I cannot know the staff member’s motivation, but the way the situation was handled certainly left me feeling that the treatment was discriminatory.

I would actually have been willing to let the other customer have the bed, particularly as she was an older lady. What I could not accept was being given a false explanation about who had asked first.
I left the store extremely disappointed. Customers should be treated honestly and fairly, regardless of their background or appearance. I hope management reviews what happened and considers how situations like this are handled in future.
Funny enough, I actually volunteered with BHF as a teenager, which made this experience feel particularly disappointing.

Really disappointed with my experience with BHF.

I bought a 3-seater sofa, 2-seater sofa and an armchair from the shop. When they were delivered, my husband was working away with the British military, so they had to go into our garage until he was home and we could get our old sofa out and the new furniture into the living room.

Once we finally got everything in place, my husband loved the furniture, but unfortunately I found it quite uncomfortable. By this point, the return period had passed, so I contacted BHF and arranged for them to collect it.

When the collection team arrived, they refused to take it because of what they described as bleaching/fading to the fabric from sunlight.

The rather obvious problem with this is that the fading was already there when I bought the furniture. It had been stored in our garage the entire time it was in our possession, so it clearly hadn’t happened while we had it. I explained this to the driver, who actually remembered the furniture from the shop and agreed that it was already in that condition when I purchased it.

And yet they still refused to take it.

I find this particularly baffling because BHF had accepted the furniture from someone in the first place, sold it to me in that condition, and then subsequently refused to take it back because of that exact same condition.

I completely understand having rules around returns and the condition of donated furniture, but I’m not quite sure how I can possibly be held responsible for fading that was already present when BHF sold the furniture to me, particularly when it was stored in our garage the entire time.

I hope someone looks at this situation and recognises how ridiculous it is. I’ve been left feeling very disappointed and, frankly, rather taken for a fool.

As a charity which has most of its stuff donated for free, they have volunteers so no pay, why do they treat the “business” as a for profit? They have limited outgoings and are a greedy greedy capitalistic business which should lose their charity status and therefore tax breaks

I absolutely disgusted at Washington furniture store in Washington
I have rang up asking for a mattress to be picked up from my sons they said the slight mark is no problem
The mattress is only a few mo th old it did have a slight stain on which we explained to the staff when making a booking ,
They said yes definitely take it an driver will ring an hour before hand as my son needed to make appointments for work
They did not ring
Refused to take shoes off to lift mattress and refused point blank it’d there discretion,
The shop sells furniture and mattresses
Which I have seen with my own eyes are absolutely disgusting and selling for a fortune
Do not buy there staff are not helpful at all

Thank you to the team at Ipswich Furniture Store (St Matthews St)!
Bought and had delivered yesterday 2 armchairs that were excellent value and in lovely condition.
We are on a new build estate and the drivers had trouble finding us, but they persevered.
They were ever so friendly...great credit to the charity.
Well done everyone 👏
We will be back as regular customers.
Chris 😊

Absolutely fantastic
Lovely furniture
Great customer service in store
Simon and Dean ( a real double act!) were beyond fantastic delivering my lovely furniture
Top class service
Many thanks

I had a brand new Bar Stool that somneone had given to me and I wished to donate to a charitable cause. The stool must have cost at least £70 and there was absolutely nothing wrong with it. I phoned up BHF Torquay, who advised me that as they did not deal with furniture, I should phone their Newton Abbot branch. This I did. The person who answered the phone said that, Yes, they did cover Torquay and Yes, they did offer a free collection service. When I told them that the item was a bar stool in very good condition the person who took my call told me that they were not interested as a bar stool would not raise enough money to cover the cost of sending a van out. Google Maps shows that the total distance for the whole journey would have been 13.8 miles. Talk about beggars trying to be choosers. Frankly I'm appalled.

I have. lot of furniture to donate to BHF. I had a collection booked between 1.15 and 3.13 today. I then received a text saying my driver was almost at there at the collection address , this was 8.43! My collection has now been cancelled. I don't live at the address so the driver couldn't get in. This is unacceptable. I am donating good furniture, I don't live at the address and I had a text confirming pick up time, so to arrive 4 hours early and then cancel the pick up is unacceptable and has left me feeling really distressed

Garbage and irresponsible. Their support team is as bad. I scheduled a collection, then it was cancelled on the collection day. I called them and they said they called me but couldn't reach out when the driver was at the address. I have never had anyone having difficulty reaching out to my number at my home address. Disgusting behavior by their support team faking as if they couldn't hear me when I made a complaint.

Not surprised to see so many negative reviews here. Second time trying to donate furniture. First time I had to deal with extremely rude and unhelpful staff who came to collect the items. I put this down as being unlucky with the team.
This time, only one item out of three was collected because
1) there were 'scratches' on the top of the chest of drawers
2) the bed did not have screws to fix the bed slats (the slats don't need to be fixed in this bed, they fit snuggly)
3) and, my favourite: because the item I ticked as commercial desk in the online form was, surprise surprise, a commercial desk. And they don't need commercial desks.
Will support smaller charities from now on.

On 16/92026 I was with an elderly lady who wanted to purchase some furniture from the grantham store for her home. She chose what she liked and proceeded to the till to pay we was served by the most rude assistant and the two other members of staff looked petrified. No communication from them at all. The lady I was with was wheelchair bound the staff totally ignored her especially the one serving us. We told the assistant that the driver would have to call myself so that I can arrange for someone to be at the ladies home so they can let the driver in as this lady is deaf and she wouldn’t hear the door bell. The Assistant said well I can’t do anything if the driver wouldn’t be able to call I informed her so how on earth are we supposed to to get the furniture in her home. And we was paying an awful amount for delivery £35 to go 1 mile!!!! The assistant was so dismissive and not helpful at all in the end she agreed to give the driver my contact details. I will wait and see if this man calls me. I will not be taking any more of my clients to this shop again.

DISGRACEFUL
I Was Scheduled For A Collection For A Metal Bedframe I Wished To Donate. Received An Email At 8.25Am That Everything Was On Track. Come 2pm I Phoned To See If There Was Any Update On The Status Of My Booking.
The Gentleman Was Very Unhelpful, Stating They Were Behind And Were Experiencing Delays.
At 5.20I Get Am Email Apologising For Any Inconvenience Caused But Were Unable To Collect The Bedframe, Next Available Slot Next Friday 25Th Sep.
Ten Minutes Later Another Email.Saying.The Driver Is On The Way And ETA Would Be
Between 17-19pm.
You Have Guessed It
NO SHOW.
NEVER AGAIN.

In May I arranged an appointment for a double mattress for be collected. It was in good condition. After looking at it the driver said that there was a very small stain on it that I had not noticed and they would not be taking it. Recently I went into one of their shops and looked at the mattresses for sale there, they didn’t look better than mine.

I am absolutely appalled by the service—or lack thereof—provided by the British Heart Foundation. I booked a free collection for last Saturday, 12th September, to donate two incredibly high-quality items: a John Lewis mattress worth £1,200 and a MOVE.COM two-seat leather sofa worth £990. Both were in excellent condition and would have raised significant funds for the charity. I was even planning to sign up for a monthly direct debit donation.Instead, the driver turned up at a ridiculous 05:30 AM. Having worked very late the Friday night before, being woken up at this hour was completely unacceptable. To make matters worse, the driver refused to take either item. I was told they couldn't take the mattress because of "a lack of storage space in the warehouse," and they rejected the leather sofa over a tiny, hidden tear underneath a seat cushion.For an organization that claims to need donations, turning away over £2,000 worth of premium furniture for such pathetic reasons is absurd. BHF operates more like a rigid corporate business than a charity. They have lost out on my furniture, they have lost out on my monthly donation, and I will be actively discouraging all of my friends and colleagues from ever donating to them again.

Disgraceful to learn CEO receives £268,239 per annum when stores are primarily run by volunteers and they don't have to worry about purchasing stock when it's all free.
We used to like shopping at their stores but they are asking virtually full new price for items, fair to say we no longer contribute to their wealth... 🤬🤬🤬

Be wary of donations if not absolutely perfect. We offered an expensive leather three peice suite. There was no damage, in a neutral colour/dedign, fully serviceable with fire/safety tags. It was rejected due to some slight paint loss in the crease folds on one seat cushion. No more donations from us im afraid .

I won’t be donating furniture to the British Heart Foundation again after using their collection service three times and having problems every single time.

My most recent collection was booked for 17th August. I had prepared the furniture ready for them, including a bookshelf that was practically brand new and in perfectly good condition. The only thing it would have needed was the appropriate fitting to secure it to a wall. They arrived and simply decided they wouldn’t take it.

There was also a TV unit that had been fine beforehand. It was only when I moved it to help with the collection that part of it came apart and needed securing. Again, they wouldn’t take it.

What frustrates me most is that this could have been avoided. If there are strict requirements about what furniture they will and won’t accept, why not ask people to upload photographs when booking a collection so somebody can assess the items beforehand? At the very least, this should be made extremely clear during the booking process. People are arranging their time around these collections and preparing and moving furniture specifically for the charity to collect.

The bookshelf in particular could now end up being thrown away despite being in excellent condition, which completely defeats the purpose of trying to donate something rather than waste it.

This also isn’t based on one bad experience. I’ve used the service three times. The first time was an absolute nightmare trying to arrange the collection, the second time there were again problems organising the collection, and now this has happened on the third occasion.

I was genuinely trying to give perfectly usable furniture to a charity so that it could be reused and hopefully benefit somebody else. Instead, I’ve repeatedly had my time wasted.

After three experiences with the collection service, I won’t be using it or donating furniture to the British Heart Foundation again.

I booked a BHF mattress collection and received written confirmation that it would take place on 9 September between 7am and 1pm.

I stayed at home for the entire six-hour collection window, but nobody arrived and I received no phone call, text or email. When I called after 1pm, I was told that the collection had been cancelled. What frustrated me even more was being told that either I had cancelled it myself or that I had already been notified. Neither was true.

I am extremely disappointed with how this was handled. My entire morning was wasted because of a cancellation I was never informed about.

Extremely Bad attitude from staff
I requested a collection of three furniture items .
Received a phone call to say they wouldn’t come all my way just for that ? I was totally dumbfounded at the attitude.
I’ve looked on their page and no way does it say they won’t collect from any area , so bad experience, I think they need to get staff who can talk to people in a reasonable manor , and not just decide we aren’t going to come all the way to where I live ?????