I had donated a brand new desk retailing at £129.00 to the store and collection was scheduled the morning of Tuesday 7th December. I took the morning off work to ensure I was home and available for the collection. On that morning I was called by the driver who said he was outside No.6 (I live at No.4) I saw him from the window and advised that No.4 was next door to the right hand side. I then went outside and waved to him. He told me a car was coming toward him so he would have to back out onto the main road first, to which I replied 'OK, see you in a moment.' He then called back a couple of minutes later demanding to know why I had hung up on him - I said I didn't want to be on the phone as he was driving, and thought he knew where to go (its a simple driveway off a normal road!!). He was clearly very irritated and, quite rudely and said 'well I didn't see you waving.' I replied 'OK, well it's the first driveway on the right as you come back onto the road - there is a sign on the post that says 'Mulberry House'. At which point he became more angry and aggressive and said 'well you should have written that down don't you think? That would have made sense wouldn't it.' I was a bit shocked by this and said 'well you're hear now, I will leave the door open and the box is at the door.' (in line with their covid guidance). I then watched him from the window as he drove away without attempting to collect the desk. I waited 2 hours and called the store to speak to the manager. I was very confused, a bit surprised, and a little upset. The manager (female - who did not give a name), was also unhelpful, seemingly irritated, and rude. I explained the situation. I was offered no apology or explanation (though I accept she will not have had the opportunity to have spoken to the driver at this point). When I explained that I had taken the morning off work so was a bit disappointed she abruptly informed me 'well there's no way anyone is coming back out to you today, not a chance!' At which point my patience had worn too thin. The entire situation was unnecessary, and completely unprovoked, and was handled terribly by both the driver and manager of the store - I'm still astonished by the whole thing. I have donated a large number of items and furniture to BHF over the years but will choose another charity for this and future donations; I will also no longer recommend the BHF to family, friends, or colleagues. I was made to feel like an irritating inconvenience for donating brand new furniture; completely unacceptable. Clearly I am not the only person to have experienced this. What a shame for their charitable organisation.