HEAL'S Avis 1 139

This review relates to an order, I received on 2nd May 2024. I have not posted the review sooner as I have been so upset by the events surrounding the purchase and I also wanted time to reflect on the quality of the goods. I had a terrible experience with Heal's and I wish I had taken more note of the negative reviews as I could have saved myself a lot of stress and upset. Furthermore, I could have saved money on sub-standard goods. The quality is absolutely shocking. I’ll talk about the bed and mattress in this review.
I’ll first describe what happened and give you a flavour of what happened on the day.
There were a number of serious issues with the product and the delivery team. I will highlight the main points which relate to the bed:
1. The bed headboard was marked on delivery. Given that Heals is a reputable company and has a reputation for high quality furniture, I would expect the items to arrive in perfect condition. The bed was expensive, but I chose it because of the design and the apparent quality. This has not been reflected in my experience and the bed appears shoddy. I could have bought a damaged bed for a much cheaper price.
I have since had a company (working in conjunction with Heal's) attempting to remove the mark. They could not remove it and it remains on the headboard. Even worse was, I got a phone call from Heal's, telling me the mark had been successfully removed! I made it clear that it hadn’t. What is wrong with Heal's? Why are they operating like this? It really does a lot a reputation damage to treat customers so appallingly.

2. The delivery team were appalling. There were two of them and on delivering the bed upstairs, only one of them carried the headboard (which is extremely heavy and bulky). He complained about the weight, saying "it must be over 50kg." He got to the top of the stairs and dropped it, damaging my stair case. Worst of all, he told me he didn’t do it and my stair case was like that!! Clearly, one person should not be lifting 50kg + alone. This is entirely inappropriate. And surely this is unprofessional? Again, what is wrong with Heal's? Why are they not employing trained, decent/honest people to do their deliveries?

3. The ‘delivery team’ did not remove the packaging for the mattress, telling me they couldn't take it for “hygiene reasons.” This is supposed to be a “white glove delivery service” and they are supposed to remove all packaging. I was left with a lot of packaging to dispose of myself. I found it very difficult to remove the packaging from the mattress as the mattress is heavy. I appreciate the mattress needs to be covered in the van because of hygiene issue, but a reputable company should remove all packaging. This makes me question whether the staff understand their roles and have been appropriately trained?

4. I also ordered a mattress for the new bed. It was an organic mattress and I was given a lot of information about the quality of the product at the point of sale. It was a lot more expensive than some of the other (non Heal's) high quality mattress brands, but the quality is appalling. I’m a five foot two inch, 7.5 stone female and the mattress does not even support my weight and frame! After 6 months it has already squashed at the sides and looks like a concertina. I’m very aware of how to look after a mattress and never sit on the edge of the bed. I’m always careful when getting in and out of the bed and yet it has compressed at the sides.
This is the final straw and why I’m doing this review now. I wish I had bought a more reputable brand of mattress ( I won’t name it here) as the Heals version is so uncomfortable and gives me back ache. Furthermore, the reputable one would have been the same price! I’ve now got to go and buy a new mattress (more expense). I’m not sure who this Heals mattress would be suitable for? As most adults would be too heavy.

This is the type of service I would expect from a cheaper, poor quality retailer. Heals is supposed to have a reputation for quality, which was why I was prepared to spend additional money on supposedly good quality products and high quality customer service. This is a misnomer as the goods are damaged, not assembled correctly and the standards of professionalism absolutely shocking.

I would suggest reading the one star reviews and taking them seriously. Save your self a lot of stress, upset and money. You can buy high quality goods for Heals prices in other retailers.

Extremely disappointed with Heal’s customer service - would definitely not recommend you buy furniture from them! I have had to chase them several times and I am still waiting for a formal response from them re an issue with my sofa (which, by the way, they are prevaricating about - not what I would have expected from such a respected company).

Haughty and incompetent. I bought an admittedly inexpensive light fitting which was misdescribed on the website (it said the rose was white rather than the grey colour that arrived). Details such as this are very relevant when one is buying design. I called and and spoke to a very condescending and unhelpful person who didn’t believe me, asking me to send pictures which I did. There was no reply, to refund, no collection. As I was moving house I simply didn’t have time to again try and follow up. But I would certainly think very carefully about buying anything online from Heal’s, a company I had previously thought high of.

I am writing to express my profound dissatisfaction with the service I have received. My experience has been nothing short of outrageous, characterized by a series of disappointments and delays. Firstly, the response to my complaint email was unacceptably slow, leaving me in a prolonged state of uncertainty regarding the resolution of my issue.

Moreover, the inspection of the faulty bed, which arrived larger than the specified dimensions, causing it not to fit the mattresses also purchased from Heals, was delayed. This has not only caused inconvenience but also questions the quality control measures in place. It has been over 12 weeks since the initial complaint, and I am still awaiting the final verdict and action from your team.

The level of service provided falls well below the standards expected from a reputable establishment such as Heals. It is with regret that I must say, based on this experience, I cannot recommend your shop to others.

Shocked that a company of such prestige in its field can offer such awful customer service but having read the reviews below, I understand the gripes other people have been having. Having emailed twice and now spoken to someone 3 times trying to place an order and being promised someone would call me back, they have closed despite my request being urgent, without any contact despite my repeated attempts. I’m also calling from abroad which they are aware so no doubt it’s costing me a fortune to do so but I’m trying to order an additional item from something I had already ordered a few weeks ago and had I had the opportunity to buy the item anywhere else it sure as hell wouldn’t be with them again but only heals sells it. Rest assured this will be the last time I ever order anything with this company as I have no confidence in them should I encounter any issues because of the shocking customer service.

Heal's furniture is classy, but what actually makes dealing with the shop a delight on line or in person is the class act service. If you chat on line, you deal with a real live person who is helpful and knowledgeable even out of normal shop hours - not a computer that sends you back to FAQs that never answer your question. A problem with delivery was acknowledged and sorted by return. A discount offered was honoured months later, when most shops would have said it had expired. I am happy returning customer.

Great visit to Redbrick Mills, Heal’s is a favourite place, always lovely to look around, our thanks to Daren who helped us with our quest for the perfect rug.

Will be back soon.

On the 16 September I paid for an expensive ceiling lamp . I paid over the phone , I was promised prompt delivery with 3 days . I never received my ceiling light despite at least four assurances on separate days from Heal customer services . Waiting for this ceiling light had a domino affect , I had to cancel my wood flooring fitting for the room above where the ceiling light is to be situated. I had to pay a cancellation fee for my electrician. In the end I demanded a refund from Heals for the ceiling light , ten days on I am still waiting a refund, despite promises that it has been actioned . I have received excuse and excuse , promised compensation then the next day it was withdrawn. This company sells high end mid to expensive products but has extremely low end service . Awful dreadful service . I’m appalled how terrible they are . Now they are not even responding to my emails . The woman I spoke to yesterday about my refund and experience could not bothered at all

My item (AV unit) arrived on time, but there appears to be no quality control at Heal's as one of the two doors is hanging lower than the other, and there is some paint missing along one edge. If this was a £200 piece of furniture I wouldn't be too bothered, but this costs 5 times that so that's pretty poor in my book.

My recent experience with customer services at Heal’s has been very good. The team listens responds promptly and are very respectful. I would recommend the company not only for the variety and quality of good they sell but the excellent customer services which makes a difference.

I’m so saddened by the experience I am having. A sofa delivered which is faulty and damaged. Highlighted to them on the day of delivery and the quibbling appears to have begun. The delivery drivers were aware of the fault (took an hour to assemble the legs) and took photos but they now need to come and inspect the sofa! On speaking with after sales it was suggested I could get some money off the item. Why would I want a discount for a faulty and damaged sofa (uneven legs and a hole in the fabric)? Asking for a refund within 28 days of delivery will warrant them taking 25% fee so I am stuck with the to/fro and need to also keep an eye on this option closing. I thought Heals was a more reputable company but I am so wrong and should have checked reviews beforehand. This is an unnecessary headache.

We ordered a Lars sideboard from Heals. The website said it would be delivered within a week. We are still waiting for the product after a month has passed. The delivery team turned up once and then said they forgot to pick up the order. The delivery system is in shambles.

Update: Heal's customer support got in touch and issued a refund. The refund experience was smooth.

Outstanding customer service. Beautiful furniture & furnishings, delivery & excellent communication.

Good service and item arrived as described. Expensive but reliable quality.

Items were never dispatched. We waited nearly 3 months for our order to be dispatched. Every time it got to the date of dispatch we received an email saying there was an issue and it was delayed another few weeks. Luckily we managed to get it refunded so that we could go to another store that got the exact same items in the post within a few days.

Very good service received from both Darren in the Wakefield branch and Eugene on their central phone line. Both gents were very easy to deal with and very helpful in resolving my queries in a simple, customer focused and professional way

I buy two beds from HEAL’S.,one is king and another is double,When delivery service to my home,they told me the bed accessories are the wrong size, they send 2king bed accessories, my mattress won't fit on the bed.
They installed half of the bed and left, telling me they would come back to reinstall it within a week.But 11 days left, I have been sending them emails and calling them to inquire about which time to reinstall the bed, but every time they reply to me that they have not received the message, and it has not been resolved yet.

I ordered a lamp.

Over seven weeks later, and over 20 emails, webchats, phone conversations, forgotten 'promised' call backs - still no lamp.

Heals blamed their IT chat system, the email system, the online ordering system, the designer of the lamp (yes really) and the postal service.

I quoted the Consumer Rights Act, Consumer Contract Regulations, and the Consumer Credit Act, as they had breached and showed how this was evidenced and demonstrated and entitled to a full refund after 30 days.

I was promised an update on a urgent delivery, it was missed and I was not updated, and a neighbour found it propped against my door, in the rain.

They have refused to offer me a reasonable refund for seven weeks chasing, for the breach in contract.

I am continuing my complaint now publically, as I can see further negative reviews online. This brand must be held to account for the terrible customer service that others are also experiencing.

The ridiculous delivery scheduling arrangements pale into insignificance when they deliver a wardrobe in which the hanging rail collapses as soon as you load on any clothes. Immediately reported as faulty, with photos, yet a week later the only reply has been a request for a delivery number - no further response. I’ve spent over £1000 on a piece of furniture that is unusable and they don’t seem to care. Flimsy quality, shocking service, really regret shopping with this company.

I recently bought a sideboard and the service has been excellent.