Easy online booking system, followed up by phone call and collection slot. I had 9 items for collection and was advised on the phone by a very helpful operative to dismantle any heavy furniture (solid wood bed and matching double wardrobe). The arrived on time but wouldn't take the wardrobe because "it's been dismantled". Told them BHF had advised me to do that but they stood their ground - they took the bed though. Also, wouldn't take the washing machine (hardly used) or office chair even though it had a fire retardant label. I rang BHF after they'd left and was told the drivers hadn't got room in the van for the remaining items! What a load of baloney! Also, a while ago, I visited the shop and asked if they'd like some speaker stands (Atacama) and was told "no" because the speakers were not included. Volunteers need more training......