British Heart Foundation Furniture & Electrical Stores Reviews 

I would have purchased an armchair from croydon branch. When I enquired about delivery I was told that you have to wait from 11.00 till 7 that they dont do time slots. Unable to wait in all Not customer focused. Real Shame
This needs to be addressed as it is easy to do and would save customer time

I bought a dining table and donated a table and chairs. They collected at the same time as they delivered the new table but although the collection is free and it was the same van as the table delivery I was charged £35.00 for delivering it a distance of less than 600 meters a 5 minute walk to my house. The table was only £50.00 so they were in effect adding on an extra 70% to the original price for delivery. Then you are told the delivery will be some time between 8am and 5pm but they will ring you between 8 and 5 to tell you what time. The best they could do was to text me at 1.30 to say it would be between 3 and 5 .30 then again at 5.11 to say he would be there shortly. They eventually showed up at approx 5.20. Not bad wasting a full day waiting for a van to drive 500 meters and paying £35 for the privilege. Would be better off at community furniture store they deliver for £15.00. If a charity like them can charge 133% less and still make money it just shows what robbing sods the heart foundation are

I was let down twice. They cancelled on me the Monday and assured they would pick my sofa up on the Thursday. After spending all morning ignoring my daughter the drivers showed up and said “we can’t take it” because apparently it was 20cm over the length of which had not been specified. As I was literally about to move out with the landlord coming back the *next day* I was not happy.

When I took it up with the manager at Kingston BHF, she was rude, insincere and had obviously pissed off a load of people because she had all her excuses lined up. She ended up walking off on me midsentence and laughed at me when I said she needed to arrange to have the sofa removed as agreed and she couldn’t withhold a 210cm limit then get all self-righteous when you’re called out on it.

She said the charity commission would go after her and her budget was £20 to buy her staff some water (what a generous boss)

When I said I had actually bought the sofa from her shop initially and how come suddenly they’re not able to take it, she made up with some excuse about her stairs.

I will be making a complaint to BHF about her conduct. I also might bill her for the £180 extra the post-tenancy cleaners charged me due to the sofa being here, and the subsequent £110 I had to spend to get it removed myself after being twice let down. I am not a rich person, and £290 extra is a LOT of money for us.

What a sour experience that was. Donating unwanted and preloaded goods to a charity shop should have been an easy and satisfactory experience. It took two attempts to arrange a pick up and, after waiting in all day, a further phone call to organize. When the team arrived, in an unmarked van, they wouldn't even look at items the shop said they would take. Their manner and indifferent attitude appeared to show they were not collecting directly for the shop but possibly for a third party organisation who only wanted pristine goods, and then only took reluctantly. Please note, other, more professional charity organisations and shops are available!

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 what i wrong with people. i spent my life. as a volunteer

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.