So very disappointed with the BHF, having previously had excellent furniture collection experiences in Oxfordshire and always found the staff at the BHF shops very friendly, helpful and grateful. The booking was fine, except it's pot luck if you get a reply when phoning them to check anything. However, it was the collection team that really let them down and made the whole donation an extremely unpleasant experience. Firstly, the collection team only gave us 5 minutes notice of arrival time (we were told 30 minutes) within the 9-5 window, which is a long time to have to stay in when giving a donation. Upon arrival, the 2-man team was not friendly at all and it became obvious very quickly that they would do anything to find a reason not to take our lounge suite. They checked all the fire labels (reasonable enough) then said the springs weren't good enough in one item. After explaining that my 89 year old mother had no problem with it, luckily they agreed to take it. They then tried to get it through the door and decided that they couldn't (despite the fact it had originally come in through the same door!) and were in a hurry, so would have to rearrange a new collection date. I said this wasn't possible as our new suite was due to arrive. So my poor husband (in his 70s and with very bad knees) had to find the tools (they do not carry any!) and kneel on the floor and unscrew the 4 wooden feet from both the sofas. The two men stood and watched and one in particular kept making "fed up" faces and tutting and saying they couldn't wait. No offer of help at all! Had my husband not been able to do this, we would have been left stranded with the old suite! We both felt extremely uncomfortable having them in our home and they were very unhappy having to do their job. I asked if they were volunteers and they said that they were contractors, so paid to do (or not in their case!) the job. I asked if there were many collections where they just walked away because they found reasons not to take the furniture and they said there were! So beware! I wish we had looked at the reviews before offering it to the BHF.