On Tue 11th Jun 2024, my mum (94) & my sister (70+) went to BHF store at East Croydon to purchase a divan bed & it was going to cost almost £500, incl headboard & delivery, & this is supposed to be a charity, & they were informed by 2 assistants that it would be delivered on Thurs 13th, but this would be confirmed by text the Thus morning, & that they would confirm by text or phone between 12-14 the delivery slot. Incidentally my mum lives 10mins walk from the store. On Thus at 11.45 there still hadn't been any text, so my mum phoned only to get a recorded message, so she phoned my sister who was able to get through & was informed the delivery was due & the bed was with the delivery driver. Having come over to my mum's at 13.30, my sister was surprised the bed hadn't been delivered as yet, so phoned the store again & was informed that they do deliveries up to 19.00, so my sister decided to go to the store to speak to someone in charge. Whilst there, & speaking to the Supervisor, it was discovered that the bed had not been in the van, but was still in the store, & would he loaded when the driver came back. Several phone calls later at 16.40, the Supervisor phoned to say that it was finally loaded, & on its way. My sister tried phoning the store at 17.20, but got a recorded message that the store was in fact closed, although the Supervisor had said they closed at 18.00, not earlier. At 17.40,the delivery driver phoned to say he'd be there in about 25-30mins. At 18.15 we phoned the driver to enquire his whereabouts, & he said he was in traffic, but would be there in about 15-20mins, when you consider my sister walked the same distance earlier in 10mins. He eventually arrived at 18.54 with the delivery.