HEAL'S Avis 1 139

I recently bought some small items for my home. The ground floor of the Tottenham Court Road store has a lovely variety and display and you could spend hours in there ! The staff were knowledgeable , friendly and also approachable.

I’m really disappointed with my recent order and delivery experience.
• When I placed my order, I received a notification that delivery would happen on 18 November.
• I immediately contacted customer service and clearly asked for the parcel to be delivered to my concierge, not left in front of my flat door, as I would not be at home that day.
• They confirmed in writing that my instructions would be followed.

A few days later, I received another notification saying that only one of the two items would be delivered on the 18th. That raised concerns, so I emailed customer service asking very clearly:
1. Will both items be delivered on the 18th?
2. If not, when will each item be delivered?

The reply I received was vague and simply stated that the items are part of the same order and will be part of a partial delivery. My question about dates was not answered at all.

I replied again, repeating the question about whether both items would arrive on the 18th and, if not, what the delivery dates would be. I have received no response to that email.

In the meantime, I then received a notification from DPD saying a delivery is expected for 13 November, not the 18th. DPD also asked me where to leave the parcel if I’m not at home – which shows that my original instruction (“deliver to concierge, do not leave at the door”) was clearly not passed on to the courier.

So right now:
• I still don’t know when each item will be delivered.
• My delivery instructions were ignored or not communicated properly.
• Customer service replies have been slow and have not actually answered my clear, simple questions.

Overall, this feels like very poor service and very poor coordination between the shop, their customer service, and the courier. This is not what I expect when I order from a professional retailer.

Fraudulent Trading.

Ordered an armchair and paid in full. Delivery scheduled for tomorrow. Have received an email the afternoon before scheduled delivery to say they never had the armchair and in 10 working days my money will be refunded.

This is fraud by false representation.

Having requested escalation to legal team and at the very least a similar armchair to be delivered tomorrow as agreed.

ordered a lampshade mid Dec 2024. was told delivery would be after Christmas. all year I have been told, delivery delayed.. until August 2025, the tracker was updated to Oct 22-24th.. good, I will be at home..Didn't come by 23rd so, rang them up,, we have server maintenance issues and no further updates... tracker now says 'delayed' and no delivery date. Come on, Heals if you really were going to deliver it between 22 and 24th, then the item must have been in someone's storage.. I know it is not a big item, didn't cost much but you have had my money since DEC 24.. it was supposed to be a Christmas present,,, at this rate, it is unlikely to come by Christmas 25!

I bought 2 large sofas from you nearly 20 years ago. They are still amazing quality, But this,, is just crazy.

I ordered a cabinet from Heals.
Deliveries were repeatedly missed. When the item was finally delivered, the box was battered and on opening it, I found sections of the metal cabinet battered out of shape. I arranged a return and again there were repeated missed appointments to collect it, even when assured by Heals that collection would take place. When the item was finally collected on a Friday, it took them over a week to complete the refund, when I was assured it would be done on the following Monday.
The whole dreadful saga went on for over 2 months. It consisted of over 6 missed appointments, multiple days away from the office that I will not get back, 30 or so emails and repeated phone calls. Heals staff (even when I sought to escalate the matter) took no ownership of what was happening, their assurances could not be relied upon and they sought to deflect and blame their supplier, Mustard. Worst service I have ever experienced. I would not recommend ordering from Heals to anyone.

Nothing has arrived - due 3 weeks ago please let us know what has happened

I have used Heals for years because they are a British business and my husband's family have some key pieces(his grandfather worked for Lutchens as a partner). However, Heals does not seem to have updated its supply chain systems. since the company's 19th century launch and that makes for a very stressful shopping experience. So I made a large order 5 July and I am still waiting for an item that I paid over £400 for with no idea of when it might arrive. That is 6 months give or take a few days. The customer service team is so defensive that I get the impression that every Heals customer is treated this way. At a time when Britain needs successful businesses, you would hope that a company with decent enough products would sharpen up its act. But no , not Heals. I am hoping that this is not a case of 'it's coming and so is Xmas' but it is beginning to feel this way. Compensation was also offered originally when this was a few months late but now has magically disappareed from the conversation, presumably because so many others have demanded it. Update - Heals has finally got back to me 5/11/2025 on this review, and still no mention of compensation for all the calls and chasing i have had to do while working full-time. It is supposed to arrive 7th november over 6 months after ordered and I will believe it when I see it. And just to be clear to Heals, you have to earn loyalty and ours is no longer.

Having had numerous rocky experiences with Heal’s products and deliveries this year — ranging from poor service provided by their delivery company, as well as immense wait times, and both damaged as well as faulty products — the one saving grace for Heal’s has been their excellent customer service, in particular one person on their team, Sam.

Sam has been so exceptionally helpful, understanding, calm, and efficient - she did not drop the ball once throughout the process, despite there being so many issues to resolve for me. I cannot sing her praises enough. If only every company’s customer service team had a Sam. The only reason Heal’s is getting a 5 star review here instead of 3 or 4, is because of Sam. Thank you Sam!

Fantastic service from Heal’s - a prompt reply to our request to reschedule delivery, kept us posted throughout the process, delivered as promised. Top notch.

Extremely helpful

Great service from Darren at Red Brick! Very helpful and willing to give as much time as it takes. And it goes without saying, it's Heals so product range is great.

Be VERY careful about delivery because they will try and force you to pay hundreds of pounds otherwise. Despite 2 working lifts in my buildings, my sofa couldn't be delivered as apparently they are too small. Fair enough. I wasn't told at the time that I would get charged £150 (plus £79 false delivery fee) to have it redelivered and carried up to my flat. That is £229 for what is essentially 1 flight of stairs (they will carry up 2 flights anyway, and I live on the 3rd floor). Had I realised I would have accepted the delivery the first time. To finally get my sofa I have had to pay the £79 redelivery fee - even though I would have accepted the order first time had they been clear about costs. They say they can't be clear as the delivery men don't know. I think this is not transparent at all. I've pointed all this out to Heals but customer service don't agree. They just want their money. Don't get caught out, they are not as "friendly" as they claim to be on the phone line. Perfunctory is a much more accurate description.

And to respond to the comment by Heals - the issue wasn't the delivery people. It was the woeful response by your customer service people that irked me the most. The men who came to finally deliver were so helpful and friendly and they brought it to my living room. But do you know what annoyed me the most? Only 2 men came to redeliver it. So I don't understand why that couldn't have happened the first time. I paid £79 and waited an extra fortnight to get my sofa for nothing!

Ordered the Organic Fine Edge mirror and it is hazy and riddled with dark spots. Incredibly disappointing, especially for such an expensive mirror.

I cancelled an order of a vase after repeated delays and it hadn’t turned up after 6 months. Customer service were sorry I had cancelled , but didn’t apologise for the delay. I rang to chase my postage that had been deducted from the refund , and the person I spoke to’s parting shot was ‘it’s only a small amount’, which made me cross. Feels like they’ve lost sight of what good and bad customer service looks like as judging by other comments seems these delays are fairly common so are considered normal. I think how a company deals in a situation when things go wrong means a lot. An apology could have made me feel better, and some empathy on the phone rather than what felt like a jibe.

We have ordered quite a bit from Heal's and have a mixed experience. This is in particular about a sofa that is still be delivered, after 3 delays and 16 weeks.

We ordered the sofa back in June with the idea that it would arrive mid/end of August (9-11 weeks). First we received a notice 4 weeks in that there were production delays pushing it to end of August/early September. Then immediately another a few days another email saying it will be delivered 4-15 September. Meanwhile we also emailed the sales assistant who helped us in the store and got assurances that the Sofa was now going to be delivered as communicated with the last delay.

We just received yet another note saying now it's delayed another 4 weeks potentially pushing to end of September. We've read the reviews and hoped that there were not true but a true lesson to us, Heal's certainly does not have their act together on these types of purchases.

Sofa back cushions were overstuffed. I brought cushions into the store I bought it from to prove the problem. The store told me to wait a while for the cushions to soften. I waited 6 months, using the sofa occasionally. The cushions did not soften. The store told me to contact customer service, who sent a technician, who told me the cushions were overstuffed but they could not fix the issue in situ because they were sealed. Customer service then told me the technician's report said there was nothing wrong with the cushions!

Absolutely outrageous gaslighting customer service! This is how you lose customers, and for literally no reason - just fix the cushions. I was planning on spending a lot of money with Heals, because I like the products, but now I'm going to go elsewhere and advise others to do the same.

Woeful delivery service. What’s the point if you have nice products but you can’t deliver to your customers. Took our money, promised delivery in 1-3 days. 2 weeks later and still no news. Never again.

We purchased the Tailor corner sofa after a manufacturing fault with our previous sofa purchased at Heals, the customer service since has been unsatisfactory. When a minor spill happened I dealt with it in a suitable way using applied pressure with clean dry tea towel & mild detergent the soil stain removed however as the stain dried a pink stain appeared the same happened after another minor incident same action another pink blob appeared in place of the stain.. I contacted Heals customer service who told me to contact an upholstery cleaner I did as advised.
In consultation with a reputable upholstery service I was advised that the stains were due to the fire retardant gel applied by the manufacture in conjunction with fire safety regulations. With this in mind the upholstery cleaner was hesitant to carry out the job as he could not guarantee desired outcome and could possibly make it worse and my decision to go ahead would also void my guarantee with heals.. he advised me to go back to Heals as the advice that I received from customer service was irresponsible as he explained Heals know that if I went ahead Heals would legally have no responsibility to the sofa due to third party interference. I have returned to Heals and had nothing but bad advice as they try to absolve themselves from any customer consumer obligation.. Heals customer have left me with no other option but to proceed legally.,

Your company is awful, the furnitures are so expensive and not even of good quality! We bought for more than 10k of furnitures and had an issue with every single items! Your customer service is a joke so is your company! For everyone considering buying something from this scammy store, RUN

My order was duplicated.
I can recommend HEALS help service.The call handler Sid dealt swiftly and efficiently with the problem.
I received an email and a refund.
Many thanks
Christine