HEAL'S Avis 1 139

Have always liked Heals and my local London store however now reading all the bad reviews and non existent customer service which I have just experienced first hand I shall be taking my custom elsewhere which is a real shame! I have been trying to order 4 bespoke bar stools, emailed, called and even been to the store and luckily couldn’t place an order as no one would get back to me! 6k just saved by the looks of things!
Heals, you need to do something as you will be the next business falling into administration!

Ordered a diffuser refill from this company, never used them before and quite honestly won’t be using them again, originally said it would be a few weeks delivery and now it’s saying 6/7 weeks which is absolutely unacceptable, I could understand if it was a large piece of furniture but a small refill bottle

Customer services don't seem to exist. I ordered a clock from Heals a few weeks ago. Despite waiting in all day for delivery the DPD driver dumped the parcel at an unknown address without putting a card through to tell me which address this has been delivered to. I have emailed Heals FOUR times over the past week asking for their help in tracking down the parcel and have no response!! Do not use.

Thank you to Judith and Ina at Tottenham Court Road for gathering my order of crockery in time for an overseas removal. Their hard work and attention was much appreciated.

Ordered the lilli modular sofa. All modules arrived in order except the corner connecting unit that was sagging and wrinkled and looked like it was already used. It didn't look like the online images. Reported this within a day of delivery only to be told someone would need to inspect the sofa. After the inspection, we were told the sofa was not faulty, that the wrinkles and sag were part of the manufacture and we would need to in their words verbatim 'dress the sofa to look normal'. They said there was nothing they could do - how about allowing me to return it. We reported to you within 14 days? How about showing this natural flaw in your online pictures so that customers can make up their own minds as to whether they want to dress a brand new sofa to look "normal".

Heals were fantastic about a problem either my sofa. The only reason I am not giving them 5 stars is that it became protracted over a 2 month period and I didn’t know what was going on. But overall they were great - my sofa was under guarantee, there was a problem with the fabric and they have completely replaced it, no questions asked. Great service. Sid from customer services was great.

I recently visited the store on Tottenham court road and from the moment I stepped in I was very impressed; it is perfect for finding inspiration, beautifully laid out with a fantastic selection of products.. The team there is incredibly friendly and approachable, making the experience even more enjoyable. I bought some bed linen and towels, and I must say the quality is evident, and I'm thrilled with my purchases. Keep up the fantastic work!

Beautiful product and easy to order with great customer service.

I wonder how many reviews it will take until someone responds to me? Three weeks and still waiting for a response to all my emails and phone calls. Wouldn’t recommend anyone taking the risk of ordering from them. If you need customer service…there is none. UPDATE- stilll waiting for a call. Still refunded only £7,52 after returning three cushions that cost £125. Can’t get the refund, can’t get anyone to sort it. Where are they???

Such excellent customer service deserves a five-star review, so here goes.
We ordered some glassware. One item had a defect and needed to be returned or replaced.
The process was so easy.
I sent photos and was immediately offered a replacement, with the faulty glass to be collected and returned.
The lack of fuss and the speedy responses were much appreciated, I will be shopping at Heals again and would not hesitate to recommend them.

I bought the beautiful Matera leather sofa however was not informed that it stains just with water. I have been informed by external/independent leather cleaners that it cannot be cleaned. Heals appear to disagree. I have raised a complaint to Heals but still haven’t received a proper reply. I’ve been promised a cleaning kit from the supplier but it’s still not forthcoming. I’m going to issue a claim in the small claims court. I asked to be put in touch with Heals legal team to discuss the pre-action steps but have been told there isn’t one. The Matera sofa is beautiful but very fragile. I’d avoid unless you know you can keep it pristine - it’s not family suitable!

Absolutely brilliant customer service (thank you, Eugene) and the best delivery team ever. Very happy with my new table and bench and wish I could only ever shop with Heal’s.

Great customer service - I ordered a couple of delicate light fittings. They arrived on time very well packaged but one was broken despite this - doesn't look like this was any fault of Heals. I contacted them and they immediately shipped a replacement

Slightly delayed on delivery but Heal's customer service team kept me updated throughout the process, the new bed we received was exceptional the quality of the build and finish of the upholstery was immaculate
If you want high end furniture Heal's dosent dissapoint great service excellent customer care 5 Star products

What a shame to see reviews from customers who are happy.
I’ve bought several items over the last few months. The quality of the goods is outstanding.
Recently due to personal circumstances I asked if I could return an item. I received speedy responses to my emails and really lovely customer service which is quite rare these days. I can’t thank Heal’s enough for their amazing service. Please don’t let previous bad reviews colour your judgement. If you like something in their website, order it! I will now always look there for furniture.

I’ve bought an Eames lounge chair (from the Kingston store) and Barcelona lounge chair (online/over the phone) recently and service in both cases was exemplary. The chairs arrived on schedule and look great. Will use again.

Although my item arrived slightly damaged, Sid at Heal’s was great and arranged a replacement straight away. Thanks again!

On 9/2/25 I ordered a TINTA AV unit, cost of £1000, made to order, with an estimated delivery date of 24th April, it finally arrived 8 May. On receipt I was very unhappy about a very obvious and ugly mark on the handle of the unit. I sent photos of the flaw which is not slight. The black mark is so obvious it looks like a second. I would never have purchased it with this flaw. I reported it and was informed I would have to pay for replacement handles, or I could return the unit for a refund, but would have to pay a £150 collection charge!!!! I was offered a £50 shut up payment, and as I couldn't afford to pay £150 to return it, and wait another 4 months for a replacement, I gave in. That's not all, having been told I'd been paid the £50, two months later I find I never was! Apparently, the payment 'bounced'. I received no apology (and if I'd not noticed I would never have known I hadn't been paid). As I write, I have still not received this paltry compensation for the inferior product they sold me. Having been a loyal customer for more than 40 years, I will never, ever purchase from Heals again.

I recently ordered the Anais TV unit which was placed on order. Several weeks later, the item was reduced in the sale. As the item was still awaiting collection, I contacted the customer service team and although they would not refund the £200 difference, were happy to send a gift card instead. Great service, thank you!

I've had a number of items from Heal's - via their website - over the last couple of years. This time, I bought a Christina Lundsteen cushion in the sale, that I'd had my eye on for a while. This arrived very promptly, in perfect condition and well-packaged. My only minor quibble is I'm not sure the measurements given on the site are accurate for the cushion. However, as these are handmade, I'm fairly sure the measurements are approximate. No matter, this is a beautiful cushion at a great price.