September 2023 by Xinyi Shu
I'm disappointed to share a less than satisfactory experience we had at the Kingston Upon Thames branch of the British Heart Foundation. Earlier in the week, my mother purchased several mirrors from this location and was informed she could pick them up at any time. Given my availability, we planned our entire weekend around this pickup and I drove from another town specifically for this purpose.However, upon our arrival on Sunday, we were told that there was no customer service available. Despite the mirrors being just in the basement, the staff mentioned they didn?t have anyone available to retrieve them for us. This was particularly frustrating as we were not informed of this limitation at the time of purchase. The inconvenience was significant, especially considering the effort and planning that went into this trip. While the staff did apologise for the oversight, due to this miscommunication, my mother felt compelled to return the items on the spot.It's unfortunate that a lack of clear communication turned what should have been a straightforward pickup into a major inconvenience. We hope that in the future, the store can provide clearer guidelines on pickups and ensure that customers are given accurate information to prevent such situations.
August 2023 by Dilara Kandemir
They left me high and dry as a woman to take a washing machine up three flights of stairs even though I paid £40 for delivery from KINGSTON TO SURBITON ABOUT 15 minutes away!!! NEVER AGAIN!
August 2023 by Bas Bas
Is it really a charity shop or one of John Lewis branches? Every thing really really overpriced for the used and second hand items! Online much cheaper and cleaner at least not used before. Never again.
July 2023 by Chao Wang
The store has some decent and well priced stuff. The staff however may need some training. Today when I was in the process of arranging the delivery, the staff member asked if the address is a flat. I said no, it was a "terraced house". She then asked me how to spell "terraced"... what??? I tried to spell it and asked why? She said the (form on the) computer asked for house name. What??? I had to spend well a few minutes to explain to her that "terraced house" is a type of house, just like semi-detached house (not sure if she understand that either), and there was no house name!
March 2023 by J S
I will not be donating to them ever again horrible experience.Staff was rude, discourteous, didn't speak to me and essentially made to feel like I was putting them out. I'd file complaint if it wasn't a charity.
September 2022 by Zhonghui Bao
I have never seen such irresponsible staff. They didn't carry my purchases in before they left. It was just left at the door. And there was no way to contact them. What's even more irritating is that their stuff is still broken.They spend eight days to move it, but they didn't even clean up the merchandise either.I would never recommend choosing this place to buy something.This is one place I will never go back to.
August 2022 by Aleksandra Czerwi?ska
Asked if furniture I have to give are fine (2 IKEA wardrobes, 1 folding bed). Sent photos, measurements, confirmed 3 times. Spent whole day putting it apart as much as possible, packing it, wrapping, making descriptions what is what. It was waiting for a week taking a lot of space in the flat.I had to come to the flat early morning before work.Collection guys came, looked at it and said they can't take it. I asked how's that possible as it was co firmed 3 times. They said people in the office make bookings without consulting them at all! They were nice but they couldn't help with it. I spent another few hours putting it apart so it can be taken to dump.So really disappointed as I wanted to show something good but ended up waisting time, energy and stress.
August 2022 by Sophie Bellamy
Great selection of sofas for us to choose from, the one we have picked out is arriving on in 3 days and delivery is only £45! Really happy with the service and speed at which the sale has gone! Would recommend anyone to go there that is looking for a second hand sofa! Thanks guys, keep up the hard work!
August 2022 by makis senna
The most unprofessional,rude people with an arrogant attitude on top.horrible customer service,taking a million years to answer the phone,if you get lucky.management and personel really need to choose another job.this one is not for you.delivery service is horrible too.stay way from them.i have really regreted buying something from them.i am asking for my money back and i will never enter any similar store again????????????????????
August 2022 by 1girl 1passport
Large store, mostly furniture. Very reasonable prices.Unfortunately a very small selection of clothing and the changing rooms were closed.Book selection is good and most books from paperbacks to hardcovers are £2.
August 2022 by Brenda
Some excellent bargains to be found in this humungous charity store. Currently they have an array of previously used home gym equipment at unbelievable ? prices. I purchased an excercise bike for £15. Incredible.
July 2022 by Tomas Gray
Staff were both pleasant and helpful. Amazing mid century bargains to be had
June 2022 by Pablo Orlando
Lots of great stuff at good prices.
April 2022 by Raphael Stonehawk
One of the best ran BHF stores I've been in. So much good value stock! great prices, really clean and organised. I found a few bargains.
April 2022 by Anonymous
Maybe if retail workers weren't treated like something on the bottom of a shoe, you would get a better service, I have watched people be insulted ,sworn at ,spat at and even physically assaulted, because they couldn't change a price or give discount or deliver at a certain time , most of these people are volunteers, and it is extremely short staffed , they are on their feet all day, they work extremely hard ,people don't see what goes into running this store, it is a beast, at any one time there can be up to 4 people wanting to book a furniture collection and another 20 just wanting to pay for items and only 2 members of staff to deal with it, and these are not idiots they are extremely intelligent people, but when someone is across the other side of a huge shop clicking their fingers at them wanting their undivided attention ,this cant always happen. So have a little compassion for these guys ,they do their best everyday !
