HEAL'S Avaliações 1.137

Fast online customer support. I needed some product assembly information which I couldn't find on the website. I reached out to Heal's Customer support via chat and Faye answered within a minute. She was able to answer my question.

Sent out a faulty dining table and we reported to customer service within their standard time period. Customer service have been a nightmare to deal with, been going back and forth with no advance, constantly requiring chasers. And now they are trying to accuse us of causing the damage. We were shocked! As never has a reputable company taken such a distasteful tone, demonstrating lack of trust and making accusations of dishonesty.

The shock in their responses led me to do a bit of research on Trustpilot and saw there were a number of people dealing with damaged items. When the customer service advisor continued to throw accusatory remarks, my wife mentioned the trend I had witnessed on Trustpilot. The advisor seemed to disregard Trustpilot as a worthy source - interesting, as your company seem to have a claimed page here and replying to reviews!

This whole debacle is such a shame as we love buying in-store and their products, but interacting with the customer service team leaves an irreparable impression.

Heal’s stock good items, however their customer service and delivery communication is poor.

Sometimes items are hugely delayed. I’ve had damaged items delivered. I’ve had the wrong items delivered, including made to order items that therefore lead to huge delays.

I’ve had zero communication about orders, deliveries being bundled together, delaying in stock items until made to order items become available, with nobody telling me my items were never even dispatched.

Please be ready for a quite bad post-sales organisation.

Useless company, DO NOT bother.

I am still waiting on my order from 3 months + ago. Everything there is a robot response....

God only know when my order will eventually arrive

I did not learn my lesson, after writing a negative review. I stupidly Shopped again online at the store. I purchased a lamp sheet and a light diffuser to go inside it the total cost was £144. Only after ordering it did they tell me it would not be available until February? I contacted the live chat another mistake I asked if there were any of these lampshades in stores anywhere that we could go and pick it up. I then asked what happens if the lamp shade then is discounted in the January sales would I get a refund of the difference? The live chat was unable to tell me anything so I cancelled the order within 30 minutes of having made it that was 12 days ago and I have still not received my refund. I realise that there are bank qualities and this is Christmas but they managed to take the money out of my account within 30 minutes but it takes 12 days for it to reappear in my account. Meanwhile that same day I went in and found a Matthew Williamson lampshade in John Lewis for a fraction of the price ordered it received it the next day and it’s now proudly in my study. The moral of the story after 30 years I am finally going to stop buying from HEAL’S. .

We ordered a table in September and was told it was in stock in the warehouse so should get delivery quickly. Turned out none in stock, even though the stock could be seen when we ordered, so delivery date then got changed to a few weeks then further delays as issues with quality control and finally received table end of November. The table delivered was completely broken inside with screws and ball bearings dropping out of it. This was then replaced with a new table beginning of December.
We were then offered compensation of a gift card to be spent at Heals or half the value if we wanted to be paid compensation. Win win for Heals for poor service if you take the gift card.
I always believed Heals were one of those companies that sold good quality products and gave good customer service but following this I would not recommend anyone to use them.

WORST EXPERIENCE EVER ! I F I COULD RATE - , I WOULD..

We bought two sofas Novola. After two days of purchase we found them extremely low and uncomfortable notified Heals, very nice to start with. Several weeks later Heals sent 2 more cushions (not 4) but they are the same. Heals refused to change sofas because 1. we sat on them in the store.
2. It is the design.
We ordered them later on line.
Heals refused to change sofas because that is the design. So people, before you consider purchasing the same sofas, Note they are very low and cushions forever slide off! I’m now going to see if I can sell my two sofas as I still find them extremely uncomfortable and far too low.

Not a happy customer, I’m sad Heals wouldn’t do more about it. Just lost £4000?? on sofas I can’t sit on.

Unhappy customer.

Unreliable, fourth time that my order which I placed is delayed and once delivered to a totally different address, really not impressed by it. Can happen once but nearly each time? Also last delivery legs of customized sofa as well slightly damaged.

I am frustrated with the service I’ve received from Heals. I purchased a sofa that was delivered with a missing center leg, making it unsafe and unusable. Despite raising this issue with customer service, Heals has refused to provide a satisfactory solution.

I asked them to send out a replacement sofa, especially since the same model in the exact same fabric is still in stock. However, they are refusing to do so and instead offered to send the missing part, without providing any timeline or tracking details. They admitted this could take months, as they do not keep stock of the center leg and have to reach out to their Italian supplier. For now, I have had to put boxes and books under my sofa just to make it usable. Even with the same model and fabric in stock, Heals refuses to replace it.

To make matters worse, I’ve noticed other customers sharing similar complaints about defective items and poor after-sales support. It’s clear that this is not an isolated incident but a recurring issue.

I also have a TV unit delivery scheduled with Heals this Friday, and I am now extremely regretting my purchase choices.

For a brand that positions itself as premium, this experience has been shocking and appalling. Until Heals agrees to replace my sofa and collect the defective one, I cannot recommend them. Potential customers should think twice before making a purchase here—be prepared for subpar service if something goes wrong.

We still haven't received the Heal's furniture - but I wanted to say Thank You to Helen from their Design Services.
We had to buy furniture for our whole house, and we pinged a bunch of interior designers as well as design services from other furniture stores. Helen was incredibly responsive and better than any stand-alone designer could be.
She spent 5-6 meetings with us over 3 weeks painstakingly going thru each room - the furniture, the usage, the flooring. And probably 15-20 emails with ideas, answers, thoughts.
She researched furniture that wasn't visible on their website and sent us lots of ideas of furniture that their partner providers may have and she could source.
Most of all, she was decisiive in her ideas and recommendations. We would have endless questions for her, and she would not do what I hate "it's your choice - whatever you like"... but rather give us definite recommendations (e.g., the dark legs would look better in the master bed for XYZ reasons).
So, if you are looking to outfit a house and need design help - don't bother getting a designer. Helen and the Heal's design service will do a better job.

We ordered dining table and chairs back in April, which ended up being faulty. They have attempted to replace it 4 times now and each time sent a faulty product despite reassuring us they quality check their products, which is clearly a lie.

We still haven’t had resolution to our order from April.

Shambles of a company, avoid at all costs!

We have been sent the wrong size stool and a sofa leg that doesn’t fit. We have sent emails and are not receiving a response. Please can a manager from Customer Service manager call in relation to order number #S0012-00017429. Our number should be on file.

AVOID!!! Will NEVER buy again

I placed an order and bought 5 lamps. They took 4 months to arrive and one of them I returned it 17 days after receiving it as I was on holidays. The refused to return the money and, at the end, agreed to give me a gift card.
I had to wait 3 weeks for the gift card to arrive and when it finally arrived, it doesn't work. I have been chasing them for 6 weeks now and they are not getting back to me.

Regarding the refund of the other 4 lamps, I had to wait 5 weeks to get the refund, which I received in 3 different payments over the 5 weeks and then claim that £246 were missing.

The worst customer service I have ever experienced.

The have beautiful things, but it something goes wrong.. trust me, is going to be hell.

Very quick and helpful response on chat .
Website not showing Black Friday reduction on item I wanted. Darren very helpful, and ordered the item, taking details online, then phoning for payment.
Very good experience

If you want your goods left on a van left open and abandoned for twenty minutes then use Heals.
If you want to anger all your neighbours by having your road blocked by an abandoned Heals van even with plenty of parking available then use Heals.
If you want the driver to finally come back from whatever they thought was urgent enough to abandon an open van full of customers’ orders blocking an entire residential street for 20 minutes with an unapologetic, abusive and menacing attitude then use Heals.

Watch out for the van WN67KRX and await the fireworks.

I ordered the Sheer Overarched Floor Lamp White
every time due to insufficient packaging protecting the shade it had multiple holes in the fabric.
I called and emailed multiple times to explain they needed to add additional packaging to avoid it happening again but no one did anything.
Terribly disappointing but I refuse to try a fourth time as customer service don't listen!
This service and constantly having products being returned due to damage should be costing the company money when it could have been easily solved.

What a shambles of a company. Bought £11k worth of sofa and it turned up with a hole in it. Then insisted on a replacement and this turned up with dirt oil on it and burn. Happy to share photos. Then customer service team take days to pick up messages. Avoid this company.

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).