Emmaus Merseyside

Just called up to ask for a collection in Sussex from the Surrey branch to be met with a grumpy and uninterested man on the end of the phone. He told me they don't collect from our area which is fine but why behave like that? I tried calling Brighton and Hove to be met with another man who told me I had rung the wrong the store, I need to put the phone down and call collections and then hung up on me! Can't understand what is wrong with the staff at this company? They sound bored on the phone and are not helpful! Very disappointed! My parents used to use Emmaus back in France and I'm horrified at the attitude.

Natasha Fletcher Donor · Mar 26, 2026 Trustpilot

Emmaus staff seem to need a lesson in customer service . Turned up at Emmaus Wallington in Surrey where there was a small sign saying no donations today which is fine . Had to enter the premises to turn car round and a grumpy old man with attitude told me several times rudely they are not collecting today . Informed him couldn’t U turn in the narrow alley to be met with a surly “ should have read the sign !” Told him sign was too small and should be put where it can be seen before actually turning into the small alley then .There is no need for such attitude . Most charity places are pleased to have donations . Won’t be visiting in future .

Gigi Donor · Mar 26, 2026 Trustpilot

Scheduled a collection of a perfectly good mattress to be told they don’t collect mattresses without a bed frame. Sent in a complaint to the Purley branch to be told they do collect mattresses. The team that were due to collect falsely informed me of a policy that doesn’t even exist according to Purley branch. Also the team told the branch they had inspected the mattress and it wasn’t in a sellable condition which was complete inaccurate. They stepped into the property, pointed to the mattress and said we don’t take them and walked out, not even looking at it and didn’t even say goodbye just walked out and closed the door. Such rudeness. When I called to complain the grumpiness of gentlemen picked up and just wasn’t interested in helping to sort it. I won’t ever donate to Emmaus again. It’s terrible that this charity has rude staff that are unhelpful and turning away perfectly good products. A family out there could have benefited from the mattress. Never use Emmaus it’s not worth the hassle and stress they cause you.

SD Donor · Mar 26, 2026 Trustpilot

Emmaus Oxford is wonderful.....and clearly bucks the trend based on other reviews.Very fast response to my collection requests, easy pick up of freezer with professional service and paperwork, very accommodating. Have come to my rescue at the last minute when BHF let me down with their furniture collection service. Moving house is stressful enough so their attitude and flexibility are so appreciated. Thank you in particular to Darren, your sunny disposition and helpful information are also really appreciated.

Rebecca Snead Donor · Mar 26, 2026 Trustpilot

We donated some of our furniture to Emmaus Greenwich. The guys who came to pick up were efficient, accommodating and polite and we were very pleased with their service. The furniture were used but in good shape and they were not knit picky like some other places. They checked fire safety labels for sofa beds and bed bases and gave us information on their services and location too. Overall, happy that the furniture is going to get a new home and loved.

SuV Donor · Mar 26, 2026 Trustpilot

Twice I completed the online forms offering furniture and table lamps. Twice I have been ignored. There will not be a third time. Must be nice to be a charity that can pick and choose offers as they see fit.

Steve Barlow Donor · Mar 26, 2026 Trustpilot

Very misleading information. "We restore and refurbish furniture, so if you have something in need of a bit of TLC come visit us. We also upcycle and restore many of our donations". A number of very nearly perfect items were rejected and they told me that was on account that they DIDN’T repair or upcycle and all donations had to be in perfect condition. They weren’t rude, but I felt very mislead and was annoyed for having my time wasted. Its their loss. I will never use them again.

Keren Shaw Donor · Mar 26, 2026 Trustpilot

Booked for a mattress collectionBooked for a mattress collection, first time around nobody came, but the driver said he was there but didn’t knock on the door, ring the bell or even give a call, which is odd. When we called their call centre they rebooked and apologised.At the rebooking the driver claimed to be on their way and 10 mins before they were meant to arrive they asked for pictures of the mattress, upon receiving those pictures they denied to come and collect it. The reason behind that was that it wasn’t in a sellable condition according to their manager. When asked what was wrong with it they had no answer. The mattress met the criteria to be eligible for donation.Seemed like the driver wasn’t going to come from the start and cancelled last minute simply out of spite. Extremely rude and disrespectful, a complete waste of time. Why not ask for pictures when making the booking, if you aren’t going to collect the mattress say so from the start instead of wasting someone’s time at two separate occasions.

IP Donor · Mar 26, 2026 Trustpilot

i tried arranging delivery for a grey arm chair, first time I tried they told me that they couldn’t do cash on delivery so I said that’s fine. I will ring back tomorrow and do a card transaction, so I rang the next day and very nice lady answered the phone but apparently the card machine was not working. Could I call back in an hour? I Thought fair enough, so i did about two or three hours to give enough time for them to fix the issue The machine was still not working so I decided to give up About 4 days later it was still on my mind so I decided to try one last time and i rang the whitefriargate store direct like I did the week before asked if I could arrange a delivery, i told them the item wanted & it was like they didn’t want any responsibility for a transaction. The guy on the phone was abrupt. Spoke to his colleague who refused to take the order over the phone so the guy who answered said well, I guess I will have to do it then I laughed it off and proceeded to ask to arrange delivery to which he abruptly replied i had to ring their logistics department so I said fine and put the phone down. I rang logistics at 11:45 twice No answer. So I sent a message on Facebook messenger saying that I was having a bit of a headache trying to arrange delivery for piece of furniture no one replied two hours later I rang them again before they apparently close at 2 pm & nobody bothered to answer the phone. I fully understand your a charity but what kind of business runs like this? I have only ever made a purchase once which was in person and that was for a wallet. Who has customer service that closes at 2pm, they hardly even bother responding on Facebook and on the one occasion I did get a response. I was told that Wednesday the 26th June was the last day they can hold the furniture as they can only hold it for a week but the thing is I only ever asked them to hold it on the Saturday so unless things have changed there is not seven days between Saturday 22nd and Wednesday

Puzzle Donor · Mar 26, 2026 Trustpilot

W9rts customer relations everBook online they don't reply You ring up for update to be told the goods are not in a sellable conditionTwo lovely setteee

Kathryn Lewis Bithell Donor · Mar 26, 2026 Trustpilot