Reviewers often praise Oxfam’s online shop and volunteer-run branches for quick delivery and helpful volunteers. A recurring theme is complaints about some in-store staff and what shoppers describe as heavy monitoring. Several people criticise prices and report issues with returns, refunds, and order fulfilment. Communication feedback ranges from fast, personal support to volunteer applications going unanswered and phone lines that are hard to reach.
Examples from available reviews (Jun 2017 – Mar 2026).
Staff made visitors feel uncomfortable by closely following and monitoring them.
“The staff were incredibly snobby, full of their own self importance”
Reviewer accuses shop of overpricing items and lacking financial transparency.
“The OxFam charity store in Chelmsford is outrageously overpriced”
Purchased item online; good quality, great price, fast delivery.
“REALLY GOOD QUALITY ITEM FOR A GREAT PRICE ALSO DELIVERY WAS FAST AND ITEM WELL PACKED THANKS OXFAM 😊”
Payment taken but goods not dispatched, call handler unhelpful and goods seemingly lost.
“payments taken before goods dispatched”
Reviews describe both strong front-line help and clear service breakdowns. Several accounts mention payments taken without items being sent, poorly handled returns, and unhelpful interactions in branches. A few reviews call out legal or probate handling as lacking compassion, though these mentions are limited.
Several reviewers criticise shop pricing and say donated goods generate little resale value. Others point to genuine bargains and low-cost finds that met expectations. Price concerns come up more often in physical shops than with online orders.
Many reviews say the online shopping and donation steps are easy to follow and clear. In-store experiences vary widely, from cramped, cluttered spaces that make browsing difficult to praise for friendly volunteer teams. One specific usability complaint mentions checkout unexpectedly switching to a recurring donation.
Customers often report books arriving in good condition, well packed, and delivered quickly. Other incidents describe damaged or wrong items and shipping charges seen as inflated. Positive product feedback clusters around online orders, while quality complaints show up in both online and in-store purchases.
Several reviewers praise quick, personal replies from Support and named staff who fixed problems. Others report referee calls not returned, chat left unattended, and a landline-only phone setup. Across multiple accounts, communication swings between helpful responses and stalled contact.
Reviews draw a sharp line between high satisfaction with online orders and volunteers, and strong dissatisfaction with some shop staff, pricing, and returns. Feedback looks polarised, with many five-star and one-star accounts. The main negatives focus on staff conduct, refunds, and pricing, while the main positives highlight online fulfilment and volunteer support.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (32) · Reviews (9) · Reviews (1) · Quotes shortened · As of: March 2026
Staff made visitors feel uncomfortable by closely following and monitoring them.
“The staff were incredibly snobby, full of their own self importance”
Returned one item but Oxfam won't refund or provide a returns label.
“oxfam won't refund me and they won't give me a returns label”
Oxfam solicitors handled a probate donation dispute uncompromisingly and insensitively.
“Oxfam’s solicitors did not show any compassion, empathy or thought for our family”
Reviewer accuses shop of overpricing items and lacking financial transparency.
“The OxFam charity store in Chelmsford is outrageously overpriced”
Donated books were declined or discarded despite assurances, reviewer feels lied to.
“they take them and lie to me.”
Cramped store but friendly staff and good value books; generally positive.
“staff overall are friendly and pleasant.”
Paid high prices for coins which experts valued far lower.
“A complete waste of money.”
Third interaction; team was responsive and work was great.
“happy to see them responsive as always!”
Store was cluttered, unsafe and staff were rude and unhelpful.
“The clothes were so crammed on rails that it was impossible to look at anything”
Staff were rude when offered book donations, so reviewer took them elsewhere.
“two ladies were incredibly rude and huffed at me when I asked if they would like them!”
Telephone contact requires a landline; mobile numbers won't work.
“My mobile number wouldn't work.”
Reviewer angry that prices are extortionate and exploit poor customers.
“I’m absolutely outraged, the prices are ridiculous.”
Volunteer application stalled by HQ, no replies or referee contact.
“their apologetic emails are 'no reply' and the chat function is unattended.”
Donated clothes raised very little money; reviewer won't donate again.
“I am super-disappointed at how little Oxfam have raised from the clothes that I donated.”
Customer felt unfairly monitored and deterred from buying due to surveillance.
“Followed by management even though I buy (or used to) loads of things from this shop”
One-off Gaza donation was converted into monthly direct debit unexpectedly.
“During the transaction it turned into a monthly direct debit.”
Bought books online; items were in great condition and arrived promptly.
“the books I bought were in great condition and arrived not long after I bought them.”
Purchased item online; good quality, great price, fast delivery.
“REALLY GOOD QUALITY ITEM FOR A GREAT PRICE ALSO DELIVERY WAS FAST AND ITEM WELL PACKED THANKS OXFAM 😊”
Online donation process was easy and straightforward.
“the process was incredibly easy and straightforward.”
Ordering was easy and customer service replied within 24 hours.
“they are the best answering within 24 hours with info requested...special mention for Debbie who dealt with my enquiry 🙏”
Item arrived well packed and in good condition; reviewer will buy again.
“it arrived well packed good condition deffo buy again 5 stars highly recommend thank you”
Received wrong, damaged CD after long wait and inflated shipping charge.
“the case was dirty and half broken with a completely random CD Disc inside that did not match the CD that i paid almost £8 for.”
Payment taken but goods not dispatched, call handler unhelpful and goods seemingly lost.
“payments taken before goods dispatched”
Books are too expensive; reviewer urges Oxfam to lower prices.
“The books are so expensive.”
Praise for Oxfam's help for Gaza and other humanitarian causes.
“Greta help for Gaza and other humanitarian causes”
Struggled to donate and suggested solar cooking facilities.
“I did not not get a head ack trying to donate to your organisation”
Volunteering experience was caring, supportive, and professionally managed.
“The friendliest most caring group of individuals I have ever been lucky enough to work with.”
Reviewer alleges discriminatory volunteer selection at Maidenhead shop.
“They are doing discrimination (Maidenhead shop)”
Initial poor handling of application was rectified by excellent support from Alex.
“Alex from Support Services, who completely turned the situation around.”
Returned recalled chocolate but staff handled refund poorly and were unkind.
“I shall never go to that branch of Oxfam again.”
Reviewer loves the shop and praises bargains and staff.
“I absolutely can not put into words my love for this shop!”
Supporter Relations communication was clear, human and efficiently helpful.
“communication is clear, human and friendly”
I recently bought some items from the Oxfam Online Shop, and I must say that it was a smooth and wonderful experience. The website was easy to navigate with clear categories of products on offer. I liked that they had a wide range of options for each category, be it books or clothes.
Placing an order was also simple; all I needed to do was select the item, add it to my cart and proceed to checkout. Their payment system is secure which gave me peace of mind when inputting my details.
The delivery time frame provided at checkout was accurate as my package arrived within the stipulated time. All items were well-packed, clean and in good condition- exceeded expectations!
What topped off this amazing shopping experience for me is their mission - ending poverty - which made me feel like part of making a positive impact in our world!
Thankful that manager and volunteers enabled daughter's successful DofE volunteering.
“giving my daughter the oportunity to volunteer for DofE”
Long-term volunteer ultimately left due to feeling let down by management.
“I felt very let down by management”
Bought cheap Allen keys; quick delivery and adequate quality for price.
“Quick delivery and quality was fine for the price”
Service has always been very good in all aspects.
“Service has always been very good in all aspects.”
Ordered a book online; website is great and delivery fast.
“Ordered a book online, great website , fast delivery”
Ordered a book online; website is great and delivery fast.
“Ordered a book online, great website , fast delivery”
High quality chocolates and Christmas cards praised.
“Fabulous, great quality chocolates and christmas cards”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Oxfam is an international confederation of charities working across multiple countries. It runs high-street charity shops selling donated goods, plus an online shop offering books, clothing, and speciality items. Oxfam also delivers humanitarian and development work and campaigns on poverty, inequality, and emergency relief. The charity recruits volunteers for shop roles and community projects, and takes public donations through one-off gifts and regular direct debits.