Bought an white speckled sofa from my local BHF and arranged delivery for today. Rude driver called to demand" where's the car park and as I told him how to access our parking, he hung up and neither called back no answered my three further calls. I had to go down to see where they were. They hadn't arrived, but did within five minutes only to park on the main road and drop the unwrapped white sofa in rain water and mud on the road. Not realising I was watching, they flung the dirty cushions in the back of the van and lifted the upside-down sofa, stain and all and made for my door. I pointed out that they'd not wrapped the sofa despite the rain and just picked it up with the stain to deliver. Their joint response: "you want it or not, or we take it back?" When I asked if that was their attitude to customers, one of them lifted his sweatshirt hood nd screamed "don't shout me" at me then proceeded to converse loudly and aggressively with his colleague in Polish. They then aggressively demanded, "you want this sofa or not?" to which I replied, you don't speak to customers like that after damaging what they paid for. The seeming leader then screamed " we take it back! " and I said go ahead. BUT needs to train their staff properly and put in place reasonable policies like respect for items people buy. You don't go to deliver any furniture at all bare as you're likely to scrape and bang it along the way, never mind white or other light coloured fabric furniture, bare in the rain and then drop it on the ground outside and think that's okay. The rudeness alone is extremely annoying, but coupled with the senseless action of delivering fabric items uncovered in the rain, it's absolutely bonkers. My family both donate and buy from BHF because my son has, and my late dad had a heart condition, but this second bad experience is making me rethink my support for them.