Sue Ryder Reviews 

I contacted the furniture collection Service and filled in all the necessary boxes. (Bristol Depot.)
Hoping to donate 4 kitchen chairs and glass topped kitchen table.( Which I regard to be in good condition.)
Very efficient I thought, submitted photos as requested, and agreed a collection date.
Had a phone call a couple of days later.
“We can’t accept your furniture there’s a mark on the seat of one of the chairs.”
Utter nonsense it was impossible to see the seat, the photo was of a side view of the chair.
A very strange way to treat donors, not impressed by this attitude !!!!

I contacted British Heart Foundation and a pleasant young lady organised collection there and then.
I’m glad that they will raise some money by selling this furniture and that somebody will have a decent and cheap kitchen table and chairs.

Ordered a tumble dryer on the 2nd July, it was to be delivered on the 8th July, it’s now the 11th, after numerous emails and messages left on the answering machine as other writer stated claim their busy with other customers and ignore messages, really bad customer service and will never purchase here again

Booked a donation of furniture as my husband is coming home after an illness and we need the space for a downstairs bed Had a text the day before to say they would not collect so all my arrangements with the hospital have had to go on hold and my husband has to remain in hospital longer than he wants to .Why accept in the first place?

Ridiculous!
Having decided to upgrade our sofas we wanted to give them a second home which they were worthy of, but also support the Sue Ryder charity. We sent photos to the shop and arranged a collection. However, the problems then began! The collection was arranged with 'Boxmove' who rearranged our weekend collection to a weekday. This was posed a problem but we made the arrangements for someone to be there as we still wanted to support the charity. As they came they 'rejected' our sofa as it had a small tear at the seam at the back (easily stitched if necessary).
The response was "the charity is very particular". Now, I fully understand that anything donated needs to be in the best condition, but without that small tear there wasn't anything else wrong! We would not have donated it otherwise!
My disappointment then continued as I emailed the store, with no response for several days until we visited to complain!
The response was that our sofa must not have been in a saleable condition!
What a disgusting response as we have seen the furniture being sold with tears and one had three legs instead of four.
I am writing this review as I feel my response from the store was utterly disappointing and I want to get my point across!
In response to your comment 'Ash' I have already emailed the related store with my complaint, and Boxmove who are yet to respond! Therefore my review here is in response to their poor reply! We already provided photos and in seeing the sofas in the store with three legs was disgusting to then find out ours (in a far better state) was not good enough!!!!!!!

I would just like to commend the Sue Ryder Shop in Morecambe. It is, in my opinion, the nicest charity shop in the area. It always looks so vibrant and tidy. I am alway popping in and it never ceases to amaze me how one member who works there called Sarah ( I think she may be a manager?) She always has time for everyone, with a beautiful smile and kindness to the older people, running to help them with the door and packing their bags. Most of the time she is working on her own and is running here and there making people smile. I donated a couple of bags the last time I visited and she was so appreciative it warmed my heart. Also a lady came in the same time and she looked very upset and this lovely young lady came up to her (even though she was busy doing some display) and gave her a hug and made her sit down for a minute while she told her her woes.

Sue Ryder Chipping Norton - Kelly the Manager is not the best ambassador for her delivery of customer service - empathy and words that aim to lessen the delivery of disappointing news lacking and a fall back on systems and process (which was really poor training of her front of house team) preventing her from actioning refund request. Have left detail on the Chipping Norton shop FB page but Sue Ryder Area Management - should be helping this Manager work on her delivery. This customer was made to feel like a nuisance and not for the 1st time in this shop hence why I have been moved to leave a review.
Recruiting in charity retail is not easy, please therefore support your teams with access to training to help them in areas they are not so strong. Merchandising v good, customer service not so much!!!

Decided to donate two sofas to Sue Ryder. So I went online and organised the collection. The site could be better. I was not confident that all had gone through so I phoned the Cheltenham store who Confirmed that all was arranged. But the wrong telephone number was recorded, so that was rectified and then confirming texts came through ensuring everything was arranged. Collection took place and all is good. Happy that it was all sorted in the end.

Happy with purchase. Sip up top goes with a blue another from the original factory shop 😺

I have been a frequent visitor of Sue Ryder in Tankerton Whitstable over the years, I would go as far as to say that it’s my favourite charity shop. I visited a couple of days ago and whilst the service was great as ever and the staff super friendly I was shocked and how the shop has fallen into disrepair! The window was boarded up the floor was all taped up and uneven, as a disabled person, this was worrying. I noticed that a ceiling tile or two were down with insulation exposed. I hope that management read this take note and have it repaired.

Dropped off a donation at the Saltash branch. What a difference to the last time when I gave some good quality brand label clothing and was thanked by a cheerful and very helpful lady. This time I was made to feel I was a nuisance by two members of staff, and not one word of thanks. 😔

Went into your clifftonville branch lovley layout lots to buy and wonderful staff will shop here again thank you :)

What a fantastic visit to the Ludlow shop on Saturday!.. So much effort must have gone into creating such colourful vibrant displays .. the staff were so friendly and bought lots of stuff !!! Will be back soon !

Organised to donate a very expensive bed frame and mattress. Apparently they don't accept mattresses with marks on and yet they don't see this anywhere in the furniture pick up process. So the guys arrive and are hugely apologetic about how Sue Ryder operates in tis regard....but they are not even allowed to take the bed frame as it has to come with a mattress. 1 day before I have to vacate my flat so I have to pay a small fortune to get an immediate pick up for everything to go to the dump. What a total waste of a good bed, my time, the drivers time and now costing me a load of money. Terrible way to operate !!

Filled in a form online for bereavement counselling. Waited 8 -10 weeks for an assessment which took 30 minutes via zoom. To be told because I was receiving mental health support from another agency I was not able to use the service. The half hour appointment asked lots of questions and I was really upset and distressed after it.
Would it not have been better to ask this question at the start? In the very first form I filled in. Therefore it would not have wasted my time and the charities. Also upsetting me to the extend it did would have been avoided!
Sue Ryder need to reevaluate there process in my opinion.

don't waste your time! Brand new furnitures were refused by the shop manager of the Golders Green office. On my call the office manager embarassed herself finding excuses!
Updated 15/12/23 Rhi of course did not bother to get in touch.

I’m very disappointed that the online assessment was a no show from the counsellor. I sent an email about this and still haven’t received a response. Terrible way to treat bereaved people.

This store alternates between happy and helpful staff and volunteers, to (more recently) standoffish (ignoring those that need assistance) and rude (i.e. talking about customers/donators within earshot- which happened this morning) "assistants". A shame, as the charity will suffer because of this.

The branch manager of the Finchley central branch, Angela, was a terrific help today. She knew about the product well, was very polite, and was interested in helping. We are really grateful to have her as our local Sue Ryder branch manager to serve our community.

Lois Halasz from the Bedford Store had amazing customer service Exceptionally friendly and so helpful I had 2 box’s to donate , but unfortunately a sign said they were not taking donations that day However Lois said because I had come quite a distance I could leave them 😊Lois had great emotional intelligence Thankyou