HEAL'S Reviews 1.137

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.

Benita and Sayma were very helpful and welcoming towards me. There were such warm and welcoming staff. I enjoyed their presence I will be sure to come back. Love seeing young people working in shops like heals.

When entering your website you offer 15% off if I sign up to your mailing list, I sign up and then get a text to say I am in a draw... absolulutely no offer of discount.

misleading!
I placed an order to replace one of a pair of table lamps.

I certainly wouldnt buy if I could source the lamp elsewhere, its not the discount that bothers me it's the tactics used to gain my details.

They did a superb job putting Amtico wood effect flooring down throughout the downstairs of our two floor apartment, up the stairs and the landing. The delight was that even during the job we would get a call “just checking…”. The job took a little longer than planned because they were let down by the supplier of the “nosings” for the staircase. We would thoroughly recommend them to anyone. In this world you get what you pay for, and to get it with cheerfulness is an added pleasure.

Great range of products. The website is easy to use and full of information. very competitive on price. I highly recommend.

We've experienced very poor customer service from quite a few online retailers. But not Heal's. They were very responsive and helpful when we accidentally damaged a mirror cabinet. Although it was our fault they offered a contribution which helped pay for us to get the glass repaired. Thank you!

This is the second Tab floor lamp that I have purchased. The light is excellent, especially for reading and it looks really stylish. It will take a while to arrive as they are made to order but the wait will be worth it!

I ordered the small urchin pendant ceiling lights from Heals and although I found out that there was a 3 week delay as they are made to order, Heals customer service were very helpful, especially Stephanie who emailed me to say the lights were out for delivery but I had already received them. We are so happy with the urchin lights, they are 100% beautifully made. O will definitely be buying another one. Thank you Stephanie

Great quality items, which were well packaged. I had a query re delivery (ended up being my misunderstanding) and it was dealt with same day - really helpful and resolve my query quickly and professionally.

Easy to order. Excellent range of quality products. My only gripe is that not all products sold in the shop are on the website and please get that cafe open on the weekends!.

I ordered an item from Heal's online and went in-store to collect. I loved my item and was very pleased with the communication around my order arrival timescale. When in store it was a lovely experience - great customer service and to look around all their other offerings, highly recommend popping in if you are ever in the Tottenham court road area.

I ordered a framed print which arrived safely but unfortunately did not contain the promised hanging kit.
I emailed the Customer Services and received a reply from Rachel the same day apologising and promising to liaise with the suppliers for a hanging kit to be sent to my address.
King & McGaw sent my kit first class and I am one very happy customer.
Great service Heal’s!