August 2025 by Laila Jan
I normally love visiting other BHF stores however this experience was terrible. The manager Liz Morrison was rude and brought me to to tears. She shamed me and made me feel belittled all because I asked for a student discount which BHF states is available on the website. I strongly advise the branch to change the manager. Other workers were lovely though.
December 2024 by sofoklis papadopoulos
I had an extremely unpleasant experience with one of the drivers from the British Foundation. They called me from a hidden number, which I had to unblock manually, only to be met with rude and unprofessional behavior. The driver falsely claimed to have been calling for 30 minutes and refused to wait for me to arrive at the delivery location, despite me offering alternative solutions.
Even worse, they hung up on me twice, spoke aggressively, and left me feeling disrespected. This is unacceptable behavior and shows a lack of professionalism. I expected better from an organization like this. I urge the British Foundation to address this issue and improve the quality of their service.
May 2024 by Rajesh Raj Rajilal
I went to pick up a mobility scooter I had bought on eBay. During a phone call, I requested to pay after 7 days, and one of the staff members agreed. However, when I arrived at the store, the manager spoke to me rudely, claiming she had contacted me through head office, which was not true. She refused to give her name, citing that she was the store manager, and insisted that I leave until payment was made. The store assistant didn't engage in the conversation and simply told me to leave. Despite my respectful tone, the manager continued to argue with me and stated she wouldn't call me once payment was received. She refused to provide her contact details. After waiting for 4 hours without any apology, they finally refunded me. It was a waste of time. I demand a full apology from the manager or her dismissal, as she lacks experience in customer service.
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I reached out to the feedback team and spoke with Mr. David, who initially understood my situation. However, I haven't received any updates from him despite his assurance. I've been banned from making purchases from eBay via the British Heart Foundation. It seems that I've been unfairly blamed without any explanation of what occurred. After reading reviews of the Crawley branch, it appears that the manager consistently avoids accountability for issues, leaving customers to bear the blame.
To sum up, I've experienced racial discrimination from the manager, who showed no interest in whether the item had been paid for or not. It appears that she operates solely according to her own preferences, disregarding customer service standards entirely. It seems that the era of good customer service has faded away, as being polite is deemed insufficient. Perhaps I should have made a scene and involved local authorities to address her unacceptable behavior.
I've called the feedback team eight times, yet David still hasn't responded to me.
On April 19, 2024, at 3:42 PM, I attempted to reach David from the Feedback team at the British Heart Foundation HQ by calling four times, but received no response. Despite leaving a message for the feedback team manager, I did not receive any contact. Additionally, after filling out an online form and being promised a response within two working days, it has now been a week without any feedback. This lack of communication has left me feeling undervalued as a customer and suggests a decline in customer service standards within the British Heart Foundation.
27 APR 2024,
I haven't received any feedback yet, and my eBay account has been frozen from any purchase of BHF online . I've spoken to David after numerous calls to headquarters, but still haven't received any resolution. According to store staff, I've been accused of being rude, and according from the manager i have been treated respectfully from her. It appears to be a case of my word against theirs. I've filled out the online form as asked on my feedback, but still haven't received a call from BHF headquarters. It seems like customer value isn't a priority, and there's a lack of respect for customer concerns. Investigating this store management shouldn't take 2-3 weeks.
I've reached out to the local press and a secret shopper to look into the situation. I demand a full apology from the store manager for their rude behavior towards me. I refuse to back down in asserting my rights, especially since I have evidence that the item was paid for in-store, despite eBay's 7-day policy. I have proof of contacting the store on the 8th day after purchase.
******
1st May 2024
Still nothing from the BHF HQ .
April 2024 by Dr. Sheetal Tiwari
What a disappointment to be in the store where the lady manager was screaming at indian customers today. She was rude to 2 customer who were trying to explain a situation about an ebay purchase. But the manager was not helping and trying to make a scene and asked the customers to leave the store even after a purchase was made. I witnessed the illtreatment of this situation whilst I was in the store. No manager should be allowed to raise their voice especially in public.
February 2024 by Linda Petrie
Absolute rubbish. Took ages to get a pick up time then would not take wardrobe because it wobbled. Anything would have wobbled using that amount of force. Then wouldn't take clothes despite claims to need all donations.
February 2024 by Chris Wood
Terrible, ordered collection of almost brand new furniture in amazing condition but their driver is one lazy and miserable person who can't be bothered to do a day's work. Just said couldn't take anything. Honestly a 1k hardwood table.
February 2024 by joe anderson
Spent 10 minutes listen to a robot talk bollox about Covid for them to never answer the phone , might make more money if you did just saying
June 2023 by mark atkinson
We have used this shop for furniture for many years and now our children have grown and left they are doing the same for their new homes. I find their furniture is of good quality and still have some after many years albeit some of it can be quite pricey. I usually collect our purchases and the staff are always friendly and offer to help load.
January 2023 by K K
Unknown, closed early
November 2021 by faouzi khene
Awful early morning customer services. An rude shop attendant saying he does not smile to customers because he is from Croydon. Hard to see any connection. Tottaly silly
November 2021 by Luke Adams
had problems at Debra charity shop so went to the heart Foundation and was greeted by friendly staff excellent prices and the bed frame that I purchased was in excellent condition and very well priced definitely worth the trip if you're looking for quality furniture and electrics at very good prices
October 2021 by Lucas Ford
There are plenty of good charity shops in crawley there is no need to use this one where staff are extremely unhelpfull,rude and dont even offer delivery at a time suited to you and want 25.00 delivery charge,what a disgusting charity for which i intend to publish across social media,A tip for the staff ,learn diplomacy and speak to customers with respect,i certainly would not use a shop with rude staff,in fact giving them 1 star if the option to give none i would give this store minus 10
October 2021 by Karen Spalla
Absolutely disgusting customer service!Booked an inspection for a flat clearance and a date for collection. When the driver came to do the inspection I found him blunt and unhelpful.We were then told the pre arranged clearance day which I saw being put in the diary was not available anymore as they had a big job on that day!!!The quote to clear a half empty flat was nearly £1400!!! How is that justifiable??? We only paid £1200 to have the contents of a 3 bedroom house moved !!I have always supported BHF , hence why we called them to do the clearance . I would happily have paid a reasonable amount , but this was ridiculous and also having to deal with unhelpful and downright rude staff in the Crawley Broadway branch!! Particularly the female who I believe is the manager!!
December 2020 by Coran Ford
Very friendly and helpful staff. I have bought some really nice items from here over the years. a wall clock, stereo and a new rug. I?m currently saving for another rug.
October 2020 by Eunice Oprah
Today 26-11-2019 we went to Crawley British Heart Foundation Furniture Crawley shop at 3:30 PM. The front door was locked. No sign in the door about why it was locked. There was a blonde hair color lady in the counter. We were knocking the glass front door several times until our hand gets hurt. But the lady at the counter saw us but did'nt respond to us and refused to open the front door. She was treating as very badly. She waved her hand without looked us and refused to come and tell to us about reason why the shop was closed. Actual close time of the shop is 5:30pm but she closed the front door at 3:30PM. Many people came to the shop that time and found that front door was locked and got disappointed. All we need was just respect. The lady should have atleast come to the front door and told us the reason why it was closed. She heard our knocking noise and saw us and just waved her hand without looking at us. Basically she treated us like an animal.
