Sue Ryder Reviews 

Purchased garden cushions. Came as described and within a couple of days. Good communication as well. My experience positive.

I used to love this shop, would always find good products at good prices. The store was always clean and well presented and the staff were always helpful and friendly. I'm not sure of the gentleman's name but I think the lady was called Wendy and they worked well together. However, it seems the gentleman is now over at the St Mellon's branch which although is still great, the actual building is rundown which is a shame and Wendy is now at a different charity shop altogether.
Well, now there is a new lady working there probably the manageress and what a difference! She is constantly moving the store around (it wasn't broke before so why fix it?), there are always piles and piles of donations stacked nearly up to the ceiling in bags by the counter and the prices are sky high! The last time i was in there, I found an item which was actually a really good price, but when I took it to the till she ripped the tag off and exclaimed whilst shaking her head and wearing a dismissive face "No, no that's not the price sorry, no sorry that's way too cheap. I'm not saying you (me) put it on but I'm not selling it for that price!"....Well she may as well have accused me of pricing it as that's what it felt like! In front of other customers too! Anyway, she's not accepting donations now either. I understand the need to raise funds but maybe if she stopped over pricing everything, she would sell more, leaving more room out the back for more donations! She seems more concerned with the sound of her own voice singing as soon as people enter the store and by talking down to the volunteers there!

My husband died at the hospice in cheltenham. He was moved there from cheltenham general in March 2020. He had terminal cancer but was not in pain.
He was reasonably well looked after but the day after he arrived the Indian doctor wanted to move him on. I suspect he hadn't died fast enough so they wanted him out.. Then the occupational therapist kept insisting he be moved to a care home. Care homes don't have any medical staff, just poorly paid care workers. He needed medical attention.

Then they put him in a shared room with somebody who was coughing. Coronavirus?? Guess what he gave it to my husband !! Then they tested him. Chaos. 5 days later my husband couldn't breathe BUT THEY WOULD NOT GIVE HIM OXYGEN!!!!

On 16 April he died from suffocation (coronavirus) and the nurse just refused to help him by giving him oxygen. He was only 76. I was there and it was awful to see him struggling to breathe with no one helping him.

SHAME ON SUE RYDER

I spend between 40 and 80 pounds a week at my local shop in Farnham surrey. the staff are all lovely and point out things of interest to me as an avid antique collector, however the manager is rude to me, customers buying and donating! and staff...get rid

All Good! No problems, quick delivery.

Found the perfect sofa for my flat am confused that from when I used to do probation at sue ryder in Tamworth that used to do free collection and delivery now I'm occurring a delivery charge of £15 and driver only has to travel 10 mins up the road and thats with traffic. I'm giving him £5 and I will explain that no charity shop should be charging for cash in hand delivery this is wrong no driver should be taking cash from customers not from any major company and definitely not from charities.. This is a crime

Here is my log:

12.7.19 I purchased a Lieberr FF from Sue Ryder Portswood £189.00 + £20 delivery.

18.8 I was informed by my tenants that the appliance wasn’t working. I phoned Reactive Insurance (the company who SR have an arrangement with ). I was told they will not send someone out until I carry out a manual defrost, switch on and try again.

I did as requested and still it did not work.

22.8 I phone Reactive again. They arranged for an technician to come the nest day.

23.8 Technician came. Said that three parts were needed, have to order.

17.9. I phoned for update. Tecnician visit arranged for 19.9

19.9 Technician arrived but one of the parts was incorrect. He said Reactive will call me 2-3 days to arrange next steps.

24.9 I heard nothing so I phoned. They say report was sent yesterday to SR. I am told SR should call me tomorrow.

24.9 Re-work phoned me to arrange a replacement FF. We agreed on a John Lewis FF and arranged delivery for 1 October.

1.10 FF was delivered.

10.10 I was informed by the tenants, ahead of my visit to the house to put away the temporary Fridge and freezer that the SR very tall replacement FF was delivered by a single man crew and that damage was inflicted on one of the door architraves and kitchen vinyl.

11.10 I went to the house and saw the damage for myself.

16.10 I called into SR shop in Portswood. Manager said it’s got nothing to do with them. I insisted it has as my contract is with them regardless of the subcontractors they use. She gave me a SR number to call for redress 01604 593 680. I phoned whilst in the shop but no one picked up and there was no facility for leaving a voice message.

17.10 I received a complaint that now this FF was not working either.

17.10 I phoned Re-work. We agreed that the FF would be taken away. She is to phone me when she has a date for this.

17.10 I emailed Re-work/Homeagain:
Dear Sir/Madam,

Following my conversation with [contact person] today regarding this second malfunctioning fridge-freezer, I also raised the issue of the damage caused to my property by the delivery man when delivering this most recent fridge-freezer. Immediately following this email I will forward you the email from my tenant providing details of the damage caused. I have been advised that the delivery person was by himself even though it is clear from the size of the appliance that two people are required. Please advise on the process you have to compensate customers for damage caused.

Also my tenants have requested compensation for the food that has had to be disregarded as a result of the fridge malfunctioning.

On a corresponding note, [contact person] said she will phone my tenant [name] probably tomorrow to arrange collection of the appliance, ahead of arranging for reimbursement. However if it is difficult to contact her please will you phone [name] on xxxxxxxxxxx

I look forward to hearing from you soon.

Yours faithfully,
Mr Watmough

25.10 The FF was taken away.

31.10
Dear Sir/Madam,

Please will you confirm receipt of the above email sent two weeks ago regarding the damage. I believe the fridge-freezer has now been taken away.

Yours faithfully,
Mr Watmough

6.11
Dear Mr Watmough

We have now completed our internal investigation in to the allegation of a Rework delivery driver causing damage to your property.

We have concluded that there is insufficient evidence to suggest the Rework delivery driver committed this damage.

1. The damage should have been reported to Rework office immediately after delivery or to the driver whilst at your property not 17 days later.
2. The driver has assured myself he followed Rework processes and procedures during installation.
3. Taking in to account the length of time between the delivery and date reported we are unable to conclude Rework committed this damage.


Regards,

[name]
Reuse Operations Manager
6.11
Dear Mr [name]

Thank you for your reply. However I find your response unsatisfactory for the following reasons:

Your points 1 and 3 are one and both the same. Number 2 is predictable but the evidence proves otherwise.

More-over ,

1. The damage caused is entirely consistent with a large fridge freezer being handled by a single person struggling to manoevre it in position.
2. The damage was reported to me on 10 October. I went to see it in person on 11 October. I then reported it to Sue Ryder on 16 October. They provided me with your contact details.

I note also that my email was sent to you on 17 October and the reply came on 6 November . This is one day short of three weeks before even receiving an acknowledgement of my complaint, let alone a satisfactory response This does not fill me with confidence that you are customer-service oriented.

I regret to say that unless I hear from you offering terms of compensation within 7 days I will be taking the matter further. Please advise what your escalated formal complaints procedure is.

Yours sincerely,
Mr Watmough

6.11
Dear Mr Watmough,

This damage could have been caused from previous deliveries as there is not sufficient evidence to suggest that any damaged was caused by Rework.

Could I suggest that you follow up with Sue Ryder.

Kind regards,
[name]

6.11
Dear Mr [name]

Being the landlord/owner of this property I can confirm that this damage was not present before this delivery.

Please indicate what evidence you suggest could be reasonable excepting CCTV footage?

Yours sincerely,
Mr Watmough

8.11
Dear Mr Watmough

Thank you for your response we regrettably understand your frustration. Your points have been noted I can confirm there will be no further action, as a full investigation has been carried out by Rework and our previous decision stands.

Regards

[name]

27.11 After having to chase by email I was reimbursed the full cost of the FF and delivery following my visit to the SR shop.

In between times I had to provide a FF for temporary use which was very inconvenient.

In conclusion, I do not intend to buy electrical goods from Sue Ryder again and if they have any respect for their customers I will expect compensation for damage caused.

I had booked a pick up of furniture for the 25th of November - which had been scheduled for over 10 days. I was leaving the country the next morning and I wanted to donate my furniture which was brand new, as I didn’t want it to go to waste.

On the morning of the day in question I called and checked with the collections office whether the driver will still be able to make it. They confirmed.

At 3 pm I got a call from the driver. He asked me what I have and I told him what I had booked the collection for. He then informed me he can’t come on the day. I told him I am relocating and I can’t wait for my stuff to be collected on another day he just apologised and said there is nothing he can do.

I don’t know who runs your logistics, but had I known you were so unreliable I would have donated to Red Cross. Unnaceptable. I would advise anyone thinking of using Sue Ryder to make a pass and go to Red Cross.

Arranged for a pine double bed to be picked up, driver came on time but was informed that he was unable to take it as it was not made up saying that pieces might be missing, i said there was no screws etc as it just slotted together, don't know how I was to get a double pine bed down the stairs, he made a phone call but still said he was unable to take it, on arranging the pick up I was not told that the bed had to be made up and she was aware that it was a pine bed, It wasted my time on a Saturday and the drivers, in future make it very clear about these things, very dissapointed, I will in future be taking my items to another charity who will be more than happy to take them.

purposely misleading advert, all pictures show chairs are studded, yet when rec order no studs & upon contact they say the grey does not come studded, yet no mention in description or any pictures to show the chair will be plain, all pictures show studs. unhelpful & only a refund if send back at my own cost or wait in whole day during work hours for a free collection which is not possible, commented back on my feedback to make out i was dumb and ordered the wrong item. I prognosticate they will do the same here (wish i had looked up reviews beforehand & noted the 74% bad rating) an amount of money should of been refunded as could of bought plain ones elsewhere cheaper
I have screen shot the entire 11 pics in ad ) as well as the descriptive text to prove not one shows a plain back and will provide these and post them if disputed

*** the rubbish response below is totally untrue I did not order the plain items there was no choice, you only had a choice of velvet or crushed velvet and all pictures in the advertisement showed studs, and no description said any did not come as studded, I suggest you look at your own adverts before assuming customers or wrong

I have screen shot the whole advert and all 11 pictures showing 1/of 11 etc to prove all present and not a single place on the ad does it show or say these will not come with studs like the pictures presented
This company will just report you and make out you ordered incorrectly but I have 100% proof

The customer service in your Twickenham branch is appalling. The staff are rude and ignorant. An item I wished to purchase for my daughter needed some attention as it was 'wobbly' The manageress told me it only needed a screw to secure it. I asked her where this screw would go and she didn't know. I offered £20 rather than £25 as I explained I haven't got a husband to repair it and would need to pay for the repair. She went away to talk to someone.In the meantime another member of staff appeared and began to berate both me and my daughter saying that was the price and all it needed was a washer and that maybe another customer would pay full price regardless of it needing attention.I explained another member of staff was dealing with it and her reply was that she was now dealing with it. When the manageress returned she told me I had offended her by saying I didn't have a husband. When I asked why she asked why I couldn't repair it myself! I told them my husband had died the previous week and left the shop deeply upset. I will never go into nor donate to a Sue Ryder shop again. So much for your bereavement care. The 2 very rude and ignorant 'volunteers' should be ashamed of themselves or you should train them better.

A great service from start to finish. Lovely, helpful people at the end of the phone line when I wanted to arrange a furniture collection. Two very willing guys arrived on time and took wardrobes etc etc down two flights of stairs on a hot day without complaint. Thank you!

Have just tried to visit the catford store which opening hours are stated 9-5 . Me and my partner walked upto the store and a lady closed the door in our face stating that they are closed (16:40p.m. 02/09/19). Before I could say anything she closed and then locked the store even though we could see a customer at the till. This is unacceptable behaviour and not sure if the door was closed on us because of another motive. Gender, skin colour or the fact she just wanted to close early and get home.I will not be shopping here again. If your hours state you close at 5 then your doors should legally be open to trade till those hours. If this gets to customer service. Please review video tapes in store to back up my claims.

Absolutely disgusted with the customer service at the Knottingley store! I paid £250 for a three piece suite on Saturday, I explained that I couldn't arrange delivery until today 25/7/19 due to family commitments, only to find a photo of the said suite posted on Facebook asking 'Could the customer who bought this sofa from us on Saturday please contact the shop asap please!!' To say I am furious about this is an understatement, the humiliation I felt must have been apparent to the keyboard warrior who posted this, but maybe that was their purpose all along. I have boycott this store before after staff were rude to my elderly mum, but I can assure you I will NEVER set foot in that shop again! I suggest you send your volunteers/managment on a customer care course. Delivery has been arranged for this afternoon and a strongly worded complaint will be winging it's way to the head office!!

Didn't turn up. Didn't help when I phoned.

Had the same experience as others in this feed today.

Had a very prompt response to my request for furniture collection on Saturday. They only collect on Monday afternoons in my area, so they booked me in for today. I asked my retired father to come and stay at my house as I couldn't work from home at that short notice.

I was given a 1-5pm slot. I rang at 4.30pm and was told that we were on the list for today, but they had no way of contacting the driver.

The driver never turned up.

They wasted mine and my father's time. And when I asked them directly, they said there was nothing they could do.

I won't be donating here again.

I bought a sage green double wheelie bin hide from the Sue Ryder website. I was given a 10% discount automatically and was not charged extra for delivery despite living on an island. The product arrived promptly on the date I was expecting it, it was well packaged and all components were present. It was easy to construct and well made, and has been admired by several people already. I would say that the instructions leave a bit to be desired, but it's easy enough to work it out for yourself. I would recommend their website to friends and family without hesitation.

Thanks for other review writers, I wanted to buy something worth £300 buy after reading the reviews I am not buy from this website.

I think they should invest on their customer services, otherwise they would keep loosing the customers.

I really wish I'd read these comments before bothering to arrange a furniture collection with these people.

Collection arranged for today between 1 and 5 and also arranged for the driver to call before coming.

At 4:30 I called them on their 0333 number. They keep you on the phone long enough and then more time with them trying to contact the driver and a manager... both of whom they could not reach.

They apologised and offered a re-scheduling which, of course, I declined as they obviously haven't got control over their staff / volunteers. Plenty of other charities who would like the items.

A day wasted.

Never
Again

Thanks for the generic response from SR - this won't really change the culture of the way Sue Ryder shops are run. Reading the reviews, are they all the same people employed in shops?