HEAL'S Avis 1 139

A refreshingly great experience and customer service, bravo Heal's team, especially Cynthia who managed my issue - a broken bed slat on an otherwise wonderful bed bought in 2021, all sorted in just a few days.

I'm a fairly regular customer, it's quality stuff and a good company to deal with, would definitely recommend.

I’m very sick of buying anything from Heal’s.

Rather than listing anything as being out of stock, they state it’ll be back within “x” timeframe and take your money. If you’re silly enough to buy on that basis (which I clearly am!), that timeframe will come and go you won’t have your item. Even after contacting customer services after 8 weeks to find out where the item is, they give you another date which yet again, comes and goes without receiving anything.

They take your money to support their cashflow when they should just say it’s out of stock and notify you when it’s back.

Really poor and so sick of dealing with Heal’s.

I waited 6-8 weeks for a product. The delivery team reported it broken on delivery, correctly, but left it in my house anyway. It is dangerous and unusable.
I had to wait nearly a week for them to respond when I agreed a refund. Then they say I’ll wait up to ten days for a refund after the same team that dumped the furniture collect it.
They soonest they can come is another week at the earliest available time for them.

Given it was there own team who reported it broken I expected an immediate refund.

My experience with Heal’s online ordering was delightful. I ordered some spa towels yesterday and 25 hours later they’ve been delivered by DPD. Lovely look and feel to the towels. So far I’m very happy, thank you.

We bought a mirror over a week ago. The website states that addresses within London have one week time fame delivery (this has been reconfirmed by the customer service more than once).

It has now been over a week and Heal's has no idea where my order is. We received an email this morning stating that the product has not yet arrived in the warehouse.
Heal's however continues to advertise/ sell the product as available on their website with one week delivery time.

Their customer service has no idea and offers no service. All they do it so tell me its not their department and keep asking ME to call other departments (just to receive the same answer).

Excellent service throughout.Helpful, knowledgeable staff in the York store at the point of purchase for both our new sofa and light fittings. Thank you Meg.
Good after sale service including communication about the delivery and the actual delivery.
We’re very pleased with our purchases, comfortable sofa and stunning light fittings. Highly recommend shopping at Heals.

We bought the herringbone duvet in super king and double and 4 pillow cases.
I washed the duvets for the first time following their instructions and the buttons fell off and have continued to come off. Customer Service wasn’t helpful. Buy your “luxury” bedding elsewhere.

Waited the agreed time period for order to arrive ( 8 weeks ) and was very much looking forward to receiving my new sofa Unfortunately couldn’t be at home when the delivery was made so was extremely disappointed to arrive home and find wrong sofa in situ. Stephanie from
Customer service was very helpful and apologetic . However that was as far as it went. I’m now stuck with this item until it can be collected in a couple of weeks.In the meantime I need to cover it with a sheet as I would be liable for any damage caused.Later on the day in question received an email stating that I could expect to receive another sofa with an estimated time of 7 weeks No apology or offer of goodwill. Completely unsatisfactory and unjoined up response from this company who clearly have no concern or regard for customers.
First and last shopping experience with Heals. Feel very disappointed and will return to where I normally shop.

As others have said, don't be fooled by the "in-stock" or "1-2 weeks" for delivery.

Ordered mid-Dec-24, for delivery "within 1 week".
Then told Jan-25.
Chased a few times, told 1 out of 5 ordered not in stock, 4 will be sent from warehouse 1 from a store.
1 received, 4 never arrive.
Random email to say Feb-25 delivery.
Multiple chasing.
Then another random email stating Mar-25 delivery.

Asked to cancel, have to pay a returns fee?!

Was about to spend £2k on a sofa but will be going elsewhere.

Bought a Marla Sofabed on 1st January, with delivery due between 6 - 17 March, only to be told on 26 Feb that delivery unexpectedly delayed to 20 April at the earliest...how is that possible? Helpful Heal's service staff lamented the performance of their delivery system. Such a shame, as service very good up & until then.

I received an item that was incorrectly advertised online - glasses being incorrectly described. I received £11 back from an original order of £46 due to their charge for returns, customer service useless at understanding my reasons for return being Heals fault for incorrect advertising - avoid!

Poor customer service. I ordered lights back in November and repeatedly chased up to find out the lights will arrive in March now. 4+ monthsShameful. Their internal departments haven't got a clue.

They basically continued to sell us lights that they knew they didn't have in stock in their warehouse and knew they didn't have an accurate date for a shipment because they get them from abroad and have had bad experiences with their supplier. They still didn't update their website to indicate it will be a longer delivery time. It said 1-2 weeks. This is false advertising and misleading customers. They just wanted to sell as many as they could and I know they have over 104 lights in their backlog. So I'm not alone in waiting.

I received an email in January to say
Your request (#1074674) text from your email on 10 January 2025:
"they have confirmed that they do not have enough stock to fulfil your order. We should be receiving stock from them by the end of January

They did not receive that stock..I got an update to say likely end of March, which I can't trust because I had a few misleading emails.

I can't say I would ever use Heals again. Please avoid buying from them.

We have a Torino sofa which collapsed, sent photographic evidence of the very poor frame construction- after many emails they refused even to acknowledge it was a major fault. Although the sofa was five years, it was expensive, Very poor customer “service”. I will never use Heals again.

We ordered a Verona Wide AV Unit in Walnut on 1st December, having previously had the smaller one, which we loved. When it finally arrived, there was a small scratch on the top and some damage on one of the slats. Heals were initially very helpful and organised a replacement to be sent out, which I was grateful for. We waited some weeks for the replacement, and I am shocked at the condition. I don't know how it passed quality control. Especially considering it was already a replacement for a damaged one, you would have thought they would have inspected it closely. They are now ignoring my emails for a replacement or refund, and I'm genuinely shocked that they are treating their customers so poorly. Particularly when it is such an expensive piece of furniture. I will not be shopping with Heals in future and would advise others to be wary as I am now £2,000+ out of pocket with a unit I cannot use. Extremely upset.

Nothing wrong with, but would like to know if anyone has had a similar experience as me. So you go on to browse on-line - Heals request your email in order to send you a code for10% discount, you sign up , but get no discount code in your inbox!

I ordered the Milton Floor Lamp in December. Then they said delivery would be February, then said July, and a few days later delivered it in February. I was very disappointed with the lamp. Found it to be flimsy and wobbly and the lamp bulb which protrudes from the shade nearly blinds you. I submitted a one star review of the item to their website but they haven’t put it up. There are just two good reviews of the item showing. I wonder how many other poor reviews they are hiding?

We bought a full set of Nordic Sea plates and bowls by Broste. Two of the small plates, one of the dinner plates and two of the pasta bowls have now chipped. Even the slightest knock means you chip a bit off the bowl. This is costing us a lot of money. We are going to have to replace them with a different, more sturdy brand, like Denby perhaps? We are very disappointed given the money we spent.

Heals secure packaging has out shone it's rival from start to finish. Unlike the same item from the main supplier, that arrived today damaged.

I mis-ordered something which is made to order, entirely my fault and Heal's handled the whole situation in a very customer centric way.

I re-ordered, the item arrived today. It's fabulous, and the delivery company (DRS) were excellent. Well done!

After reading a few reviews on line, I must admit, I was a little dubious about contacting the Heal's Customer Service Department.
How wrong was I.
Raymond was friendly, who dealt with my query quickly & efficiently. He was proactive in addressing the issue with a no fuss approach & his communication skills were excellent.
True to his word, Raymond informed me of the completion of my problem via text, proving he is a reliable member of the Heal's Customer Service, which was very much appreciated.