HEAL'S Avis 1 139

Fantastic service from Helen Belcher. Thank you!

DO NOT BUY. Still waiting for sofa 5 months after order. They've taken our money and still can't guarantee a delivery date. Nobody is informing us, each time I ask for an update it is delayed further. Living without a sofa for 5 months has been torture.

I purchased items that were placed in a sale 48 hours later. I emailed the customer service about this who responded within hours and reimbursed me the difference without question. It was an efficient and courteous experience which is so rare these days. Great service from a great company, thank you!

Excellent and knowledgeable service from Darren in the Redbrick store.

I’ve just taken delivery of my new Eames Lounge Chair, and I couldn't be happier. It’s something I’ve dreamed of owning for years.

The experience at the beautiful Tottenham Court Road store was excellent. Matt was incredibly knowledgeable and patient, taking time to talk me through the various combinations available. His expertise made the selection process smooth and enjoyable.

The chair arrived well within the lead time, and the delivery team were efficient, professional, and polite.

My experience with Heal’s has been outstanding, and I wouldn’t hesitate to recommend them to anyone looking for high-quality furniture.

We had a few issues with an order..but happily Cynthia sorted them all..

Thanks again..

Love The light?.

Gary

Ordered an item < £50, payment goes through without issue.

Then a suspected fraud message pops up in my Heal's account.

I raise a support ticket. "It's your bank" states the reply.

I call the bank, "The payment went through" they say.

My order is then cancelled.

I call Heal's customer service (nice person, very cordial): "We'll pass everything onto the ecomms team and they'll put your order through"

But then I receive an email saying my order is cancelled and payments will be refunded..

I try with an entirely different card. Same issue.

Then someone (another nice person, very cordial) calls me from the store trying to sell me the same vase I tried to buy THREE TIMES online:

'I have a voucher code', I say,
"Oh, I don't know how to do that" he says, "Can I all you back after I get someone to show me how to do it?"

Never calls back.

Two hours of my time, and still no purchase.

Edit: After the response below, my order was completed (thank you). I am still waiting for a response from support to the online purchasing debacle.

Unfortunately, I have to agree with the other reviews regarding customer service, it truly is appallingly bad or simply existent. We placed an order for a bed on the 10th of February, to be delivered in 7-9 weeks, which places the estimated delivery date between late march and mid April. The order itself was delayed by 4-5 weeks approximately. The first attempt to deliver the bed was on May 14th. This delivery was not successful due to the fact a box did not fit the lift and they said this was a 4 men delivery job as opposed to 2 men delivery, this was re-scheduled and they also charged me and extra £150 fee for the extra 2 men. The delivery was rescheduled a week after, they claimed it was impossible to do it before. A week later on 21st of May the 2nd attempt of delivery took place, but the bed had miss-matched pieces belonging to two different beds and they had to take the bed back, once again "customer service" washed their hands and diverted me to the delivery company. Which once again took a week to reschedule, please note every single time the delivery has not been fulfilled Heal's response is to say "we are sorry" and pushed the problem to the delivery company, the delivery company sends an email to reschedule which only has availability 1 week after. There is no attempt or spirit to offer any solution that's not the scripted process they already have in place. Today May 29th, was the 3rd attempt to deliver... this time "the van broke" and the delivery was cancelled. I have reached out to Heal's but their response is the same; "not my problem, the delivery company will reschedule on your behalf" It's been 16 weeks since the day I placed that order and I still don't have a bed.

The problem here is the lack of self accountability and customer service. I did not buy a bed from a delivery company, I bought a bed from Heal's & sons and it is Heal's responsibility to make sure their delivery partners match up to their standards. It's appalling that I have to deal with a third party I did not contract with and if the delivery company can't deliver PLEASE find someone else that can! It's appalling that this bed is a month and a half late and that Heal's has not been able to go beyond their standardised process and find a suitable solution to deliver this bed. It's insulting that they offered me a 10% discount gift card for my next purchase (as if I were ever going to buy anything from this store again!). We have been sleeping in the mattress in the floor for the last few weeks because the old bed was removed a day before the original 1st delivery date, so this is literally on my mind every time I go to sleep and every time I wake up.

Now... other people might have had a better experience with Heals' but my experience is very negative and I would strongly recommend to avoid this company for any big furniture purchases. It's just not worth it. I really feel scammed as I expected a lot more from them.

Fabulous dining table and flawless service

I bought £5 item from them some months ago and now they spam me every day. I am pretty sure I did not ask them for emailing me every day so this is spam.
Respectful company won't sent daily promotional emails.

Heal’s is now suing me in small claims court for an error they admit they made! Be ware consumers, these guys won't take responsibility for any of their mistakes. They broke their own T&Cs, delivered goods before payment, didn’t follow up for months, then rejected every good faith offer I made to ask them to financially acknowledge their own mistake. "We don't see how the business need to suffer financial loss due to the error" as response! They breached the T&C of our contract. Now they want a judge to enforce this. As a customer, I find this outrageous and unacceptable. I am deeply disappointed in a so called premium retailer, John Lewis would never do this to anyone.

Excellent furniture as you'd expect from Heal’s, but the customer service especially delivery really let us down. First they lost our order and we had to reorder with a 3-month wait, followed by another unexplained delay. We were then given a delivery window from about a week before Easter to a few days after. I emailed customer services twice to ask if they could get it to us before Easter with no reply, finally got through by phone but they washed their hands of it, said it was up to the delivery co, who didn't comply so it arrived after the family party it was needed for. Given the prices Heal’s charge I'd expect a lot better!

I have recently had my lounge, dining room and hall fitted with Amtico form flooring, specifically Langdon Oak in basket weave design by Healds of Nantwich.
From first contact, to home visit, installation and completion their service was first class.
At short notice I had to delay start of work by a day due to a medical issue which they worked around.
My installer Mark was lovely and worked very cleanly, tidily and professionally. Even with one of my dogs barking a lot! It helped that Mark has a dog himself and understood dog behaviours.
I am thrilled at the result, the floor is so incredibly neat and precise fitting. I would totally recommend this company.
Dr P Barton, Wrexham

UPDATE: Having been on the brink of cancelling the order, Stephanie from Customer Services saved the day and long story short, the table was delivered on 29 May. I've therefore upped the star rating, but I still don't think it's acceptable to keep delaying delivery, without explaining exactly what's causing the delay (blaming the supplier is not good enough).

Original review: Ordered a dining table on 16 January, which had an expected delivery time of 10-12 weeks. Happy to wait as it was perfect for our needs and made to order in the UK. Week 11: email arrived stating there was an unexpected delay, new delivery expected 24 Apr-3 May. Rang customer service who said they'd chase it up and ring back. They didn't. New expected dates: 27 Apr-7 May. Checked the website: the table was still being advertised but now with an expected delivery time of 15-17 weeks. Email arrived today and the expected date has been extended yet again to 29 May-11 Jun. We also ordered a standard lamp in January, which was "unexpectedly delayed" and the delivery date was going to be ridiculous (9-22 Jul), so we cancelled that (and found a nicer one at John Lewis) but it didn't occur to me this was typical. Wish I'd read the other reviews before waiting all this time for the table. Clearly Heal's have got major issues – huge – with supply, so we'll be cancelling the order tomorrow. Luckily as we'd gone for interest-free credit, we haven't paid anything yet. Deeply, deeply disappointed.

Purchased a light from Heal's on 24th March. Light didn't work. Contacted customer services by phone - no answer. Emailed customer service finally got a reply a week later asking for a video. Created a video, 11 days later they say they need it resent. Nearly one month after purchasing the light I am no further on.
What has happened to Heal's? It used to be a good company to deal with, had great products, no longer. I will not be purchasing anything further from Heal's.

On 2 December last year, I ordered a Verona coffee table and two side tables in walnut from the Heal’s concession in Fenwicks Newcastle store.

My order form stated ‘delivery from 22/12/24’. The same day, Heal’s emailed me to inform me that delivery would be from 16/01/2025. So Heal’s was promising delivery dates that they knew to be unachievable. When I complained, they refunded the delivery charge of £79.

Before placing my order, I had noticed some colour variation in the display items. The concession manager assured me that this would not happen with my order since the items would all be from the same batch.

On delivery, there was considerable colour variation between the two side tables. When I asked for a replacement, Heal’s told me that variation in tone and grain is a natural feature of wood, so they were unable to offer a replacement.

They apologised for any miscommunication. Heal’s call it ‘miscommunication’. I call it ‘misleading your customers’.

Put in an order for glasses and plates in January - still not arrived and date being pushed back indefinitely - poor service and poor response from customer service. will be requesting a refund

So shocked at the lack of response training or any kind of empathy. i have sent many calls and mails - currently at 25 ! Then disinterested rude staff with zero interest in facts gave no apology for lack of attention or a faulty item. Made me feel like i was somehow wrong for them not replying! I asked of ignoring me for weeks was so the warranty would have run out by the time they replied ? Will have to contact consumer rights.
Sold a faulty item still have problems with the so called manager sighing whenever i spoke on the phone as if it was so tiresome for her to do her job-said they have to check it ! Well yes which is what i have wanted for weeks to no avail ! Unbelievable a different person said today oh it was faulty then but its not now !!!!! Wow ! Such gross negligence from a swish looking company they literally have zero interest in clients let alone manners. I see i am not alone with this discontent and what a scam company this is. Avoid shopping here as they have no responsibility training or basic social skills. They requested i take out the names so those people can continue to behave like this - their only concern not the customer not the outstanding issue ! Zero interest in the scams they pull !
They have lost another customer .i see they write a response which in no way reflective of the atrocious lack of service rudeness and time wasting experienced they clearly wish to look good but when you talk to them they have zero interest , what they should have done is reply to emails letting week's go by and apologize to the person when they had the chance instead of rudeness and not feign politeness . they should also extend the warranty as they wasted the time. i have asked for a written explanation of this and am still waiting . Since review finally appointment then they wrote saying if there us anything else they can help with ??!! Er yes all the issues mailed for months i replied immediately and was AGAIN IGNORED !! Epic disinterest in customers- this company will take your money and run AVOID LIKE A PLAGUE.

Luke Saxby was very informative and was able and willing to give us all the information we needed on the product we were interested in buying. His sales technique was relaxed and bassed on making sure we were happy with all aspects of the sale.

Fantastic customer service.
Thank you Cynthia