Really bad experience! Booked on their website to donate a child bed, mattress, toaster, 2 bags of toys, books. Though their website specifically mentions they can collect bags when collecting large items I was told by the store they do not collect bags. On the day of the collection I had organised everything properly outside for the collection to be hassle free. However the collection guys turned up and said the mattress looked old! but they were only looking at the zip locked mattress protector which was dusty and when I pointed out that I can easily take off the protector and they can take the perfectly good mattress I was told to put the mattress protector in the washer and then donate! so apparently you can only donate a mattress if also have a mattress protector but this is not mentioned during booking. The real joke came after this .... they said they will only take the toaster and when I asked what is wrong with the child bed I was told they cannot take it without the mattress! This is absolutely ridiculous because on their website each item was booked individually i.e. you could donate either the mattress or the bed on their own. From the first interaction with the shop till the collection I felt the attitude was very unhelpful and reluctance to do the collection and as if in asking to donate to charity we were asking for a favour. Given my experience and what others have shared I think either BHF has very unrealistic expectations from old items donated to charity or they are simply not interested. In the future I will steer clear of BHF and advise others to do the same because there are many deserving charities out there with a far better attitude!