HEAL'S Reviews 1.137

Recently went to the London store and bought some nice Lighting.
I had a nice experience instore with helpful sales staff. Order was delivered on time.
I also found the customer service team helpful and i look forward to more purchases form this Store.

Ordered 2 x Normann marble shelves on 5th January, quoted 6-8 weeks. Have been told “sorry it’s more like 16 weeks”.

So, 4 months wait.

Clearly they forgot to lodge the order with the supplier.

Truly shocking lack of service, no care, no response.

Am still waiting

Brilliant communication and superb delivery. The chaps who delivered were obliging and careful, and took the time to set the furniture up. A brilliant experience from purchase to receipt.

Terrible service. After waiting 6 weeks for lights to be delivered, we noticed scratches and marks on them. Reported it back to Heals, received no response for 5 days. After another prompt, was told that they were waiting for a reply from the manufacturer. Still nothing, more than 7 days later. Shambolic and disgraceful service.

Prompt, courteous & efficient service from the team at Heals. The issue with my furniture item was resolved effectively. Thank you for the attention to detail.

The quality of the table and chairs, side board and coffee table are outstanding. Delivery was prompt extremely well packaged and the delivery lads were extremely helpful. A minor problem was dealt with very promptly by Heals administration and we were kept advised constantly of the resupply date line.
Also wish to add that we found the Heals staff in Fenwicks very helpful and friendly.
All in all a very good shop to purchase from.

Ordered a light fitting from heals. It arrived promptly, on installation, I noticed a small defect in the item. I reported this to Heals with photos and quickly heard back from the customer service team. Within hours a replacement light had been dispatched and I had arranged collection for the broken item. I barely had to do anything just package the broken one up and have it ready. I particularly appreciated that the replacement was dispatched without them having to receive the old light, it demonstrated trust and good will and made my life much easier too!
Lovely communications from Raymond in the customer service team too.

I ordered a bedside cabinet, which I had to return. Rachel provided superb service in turning around a collection and refund.

I bought a sofa from Luke Saxby of Ligne Roset in the Tottenham Court Road Heal’s. He was very honest and helpful and I’d absolutely recommend the shop to others if his service is anything to go by.

After ordering a very expensive dining table and chair set, Heal's are unable to honour the originally stated delivery date, and refuse to acknowledge that this date ever existed. Customers understand that delays sometimes happen, but they expect to be kept informed, and be compensated when things go wrong. I've now had to cancel other furniture orders as a result.

The customer service experience from Heal's is very poor: endless chasing, hours wasted waiting on hold, computer systems that don't work, and call backs missed. I, like many other reviewers, knew Heal's reputation and assumed it was a safe bet. The reality is a company that trades on its historic image but can't cope with basic logistics and customer services. I wish I'd read the reviews beforehand.

I ordered a framed picture from Heal’s and there was an issue with the delivery. However Rachel from Heal’s Customer Service team was very helpful and did everything possible to ensure I had a very positive experience when dealing with Heal’s. Rachel from Heal’s was very professional and efficiently ensured I received from framed picture. I will definitely buy from Heal’s again and recommended buying from them.

We originally chose Heals to buy a £10k Knoll Saarinen tulip table because we thought we should use a trusted brand for such a large purchase. We could not have been more wrong!
We ordered the table last February - the lead time is about 10 weeks - 4 replacement tables and 1 year later - with problems with both the top (protective coating bubbled and chips) and smashed bases I can tell you that the level of customer service we received from Heals the whole way through the experience was extremely poor. Even when escalated the lack of interest and follow through were non existent. We had to chase at every turn. The whole process was a shambles. We gave them so many chances and they consistently made mistakes. Considering the CEO's financial background I can't see how not checking before sending 4 damaged tables from Italy before they get it right can be good for their bottom line! Our experience means we will avoid using them in the future.

Good pictures and information to help make a decision to buy.

Heal’s Wave lights plus double dimmer switch (brass coloured) - really pleased with these.
Great price too and delivery only took a couple of days. Thanks again

We have experienced the worst customer service imaginable from Heal’s for 9 months now. First, we ordered a table that arrived damaged after months of waiting. After they eventually grudgingly gave us some compensation in the form of a voucher (they refused a partial refund in cash), we bought a rug. Several months of waiting later, just as it was due to be delivered, they sent an email saying the rug had sold out. They still refused to give me my money back, merely a voucher. So we’re stuck in the same cycle again. There is no high street store that would ever treat customers like this.

Eugene from Heal's on-line service provided so much help and advice over the telephone. His product and service/delivery knowledge was excellent, he was friendly and professional and I was confident to arrange my order through him, thank you.

I ordered a 2 seat sofa, which when it arrived had missing components.
Heal's customer service dealt with it promptly and to my satisfaction.
Now enjoying use of a very high quality product!

A complete shambles of a company. Goods never arrive - refunds delayed and then less than you have paid.

Customer Service that fails to respond for days.

Two very helpful staff called Sayma and Benita who went out of their ways to be of great assistance to me and my wife. I will come round again for sure.