HEAL'S Reviews 

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.

Update: Heal's, to their credit, eventually resolved this issue with a partial refund. But only after making a fuss.

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.

I ordered an expensive rug from Heal’s on 12 February and was given a delivery date of 1 March. That date has passed and there is still no rug.

Heal’s accepted the order in full knowledge that I live in the far north of Scotland. The delivery estimate was given on that basis, and this was discussed again when I called yesterday. Any attempt to imply that the delay is somehow my fault, or due to my location, would be entirely unreasonable.

I was promised yesterday that the delivery agent would contact me the same day to arrange delivery. No one did.

This is not the level of service anyone should expect from a premium retailer. The combination of a missed delivery date, poor communication and a broken promise to call is extremely disappointing. At this point, the service has been unacceptable

I ordered their Wilton six drawer chest of drawers. It retails for over £2,000 full price, so you’d expect good quality, but that’s not been the case.

It arrived with damaged drawers. Despite me sending photos of the damage, Heals insisted on sending over a “technician” who after a quick two minute inspection, agreed that they were damaged. Heals then replaced the item and this one is also damaged.

I’ve wasted weeks and weeks of back and forth and have had to take three days off work so far to be at home during these visits, yet I still don’t have the new and undamaged chest of drawers I paid so much money for.

My experience of purchasing a statement piece of furniture from Heals, Tottenham Court Road store has been nothing but exemplary.
I visited the store in November undecided about the specification in order to review the options available. I was ably assisted by one of the ‘Brand Ambassadors’, Luke Saxby who took his time to clearly explain the different materials and finishes offered, availability and the manufacturer’s production times.
Having gone away to ponder my choices I contacted Luke at the end of December to place the order. I was guided through the process in detail, checking that the specification was correct, reviewing payment methods etc. before the order was placed. Delivery via DRS was slightly ahead of the delivery date originally anticipated.
I would happily recommend Heal’s and Luke for his attention to detail and excellent customer service. Visiting the store in person and being able to talk to someone was a great benefit in helping me with my purchase decision. I look forward to an ongoing relationship with Heal’s for future purchases.

At first I had difficulty following the actual process for choosing the product. Once that was done payment was easy. BUT, as is often the case with Heal’s, when will the product arrive?

The courier left my original order nowhere near to our house, infact it was plonked outside the village hall which is right on the road and clearly says “ Village Hall”
Stephanie who works in customer liaison at Heal’s was fantastic. A repeat order was sent to me which arrived at my house on time with no hassle at all.
I feel very few companies would have done this, as it was certainly not Heal’s’ fault but very much the courier, who also made up a signatory.
I would now always buy from Heal’s again. Thank you so much.

great website easy to navigate
instructions simple and process seamless

I have dealt with Heal’s on a sporadic basis over decades, some time ago they shipped everything for a household to Africa and more recently they have been helping adjust to moving from furnished to unfurnished accommodation.

The quality and design are generally good, and pricing is competitive (including agreeing to price match). However, I have used Heal’s for the bulk of my purchases due to the responsiveness of the staff.

There have definitely been issues (almost entirely with delivery) but I have always been able to find an individual who would take ownership of the problem.

Particularly, I felt staff empathetic and I was very impressed when on one occasion I was offered an unsolicited sales credit when I was on the verge of a major meltdown.

This approach will be what keeps me returning to Heal’s.