HEAL'S Reviews 

Super helpful and efficient lady on the phone. She sent the email and we placed the order. Thanks!

Quality furniture with excellent variety in large,well presented showrooms,pleasant staff,relaxing café and bistro and ample parking. Shopping for the home can be arduous but not here.

Attentive and discreet service; always a pleasure to shop in Heals. Love the cushions purchased in the 50% off sale. Great quality and good value.

I bought a Multy Bed from Heals with the great help from Luke (Ligne Roset Brand Ambassador) and couldn't be happier. He answered all my questions and checked on the delivery to make sure everything went well. Best experience I had!! Thanks so much!

Easy. Search engine turned up what I wanted. Could have used a function to re-order previous purchases. That would be useful for accessories and kitchen ware.

Great customer service, at all points in the process.

I had identified the items I wanted to buy online and I was able to view them in the Tottenham Court Road Stores and then to buy a small item in the colour of the bedding I liked, so that I could clarify if it suited my home. Having decided to make a purchase I needed to clarify a specific detail about the items I was interested in so I sent an email that evening and the next day after the answer to my question was received I was able to finish my order and pay for it. All that was very streamlined. This was not a massive purchase but at all times in the store and in the reply to my questions they were taken seriously and I was treated with great courtesy.

There was no option to put in a delivery address before payment it only details billing address, So I will have to send it on when it arrives. But I went on your website to track the order to see when it would arrive with me but it came back with “couldn’t find order”, even though I put in my email address and the order number. So your online commercial system is frankly useless.

Thank you for your reply, I decided to wait for the delivery but it hasn’t arrived, the Heals website can’t find the order, so I can’t get an update. I called your customer service number but that permanently has a recorded message saying they can’t take my calls. So tried your customer service live chat, it said “we usually reply in a few minutes”, but it didn’t reply at all. You have taken my payment but still haven’t sent the order. It was only a gift card how difficult can it be to send a gift card?

It was fine - the assistant tried to guide me. Thanks

HEAL’S customer service was great. A couple of months after I received my parcel from HEAL’S I have found the time and right handyman to install the ceiling lamp. As we opened the parcel we realised one of the glass lamps was broken. I sent photos to Heals of the broken glass just unwrapped from the box to their customer service email address and once a few days later got a message that a replacement lamp was on its way to me! Amazing

I went to Heals London yesterday to look at sofas. When I left I realised I needed to ask the assistant something.she had given me her card with telephone number for Heals.i rang it several times and there was no answer. I then had to go back to the shop.

We purchased three expensive Tom Dixon pendant lights from Heal’s. After only around nine months, one light stopped working.
Heal’s supplied a replacement LED driver, but would not agree to cover the cost of an electrician to fit it unless our electrician could prove that the original driver had failed as a result of a manufacturing defect.
The electrician has now fitted the replacement driver and the light is working perfectly again. It therefore seems clear that the original LED driver was the source of the problem.
What I find particularly frustrating is Heal’s requirement that our electrician establish why the original driver failed. It is a completely sealed electronic unit. A domestic electrician can establish that the driver has failed, but cannot reasonably be expected to open a sealed component and determine precisely which internal part failed or whether that failure occurred during manufacture.
We have therefore had to pay an electrician ourselves to repair a premium light fitting that was less than a year old when the fault arose.
I appreciate that Heal’s supplied the replacement driver, but I am very disappointed with the way the matter has been handled. For a retailer positioned at the premium end of the market, I expected considerably better after-sales support.
The most frustrating aspect is that replacing the driver has resolved the problem completely, yet we are still being asked to provide evidence about the internal failure of a sealed component that an electrician simply cannot inspect.
A disappointing experience from a retailer from whom we have purchased a number of items over the years.

No experience of their product quality as it never arrived as promised. Have asked for a refund so it will be interesting to see how bad an experience that becomes. Keeping the customer updated seems beyond them. As is keeping to their delivery schedule. Asked to speak to a manager today but no one was available. Maybe that explains the delivery shambles I’ve just experienced. I’ll post again when the refund is in my bank account. It should be instant as I never received the product. This Day 1.

I’ve been waiting 2 months for a wool mattress topper. I waited around 2 weeks initially and when it arrived it looked to be covered in dirt like it had been stored in a barn. I was told to keep it for a poor £30 off or to have it replaced. I asked them to replace and they kept saying it would be in stock by such and such date and those dates came and went. They still don’t have it and it’s been 2 months!

Excellent service from Darren both in store and by e mail as we clarified our choice of sofas. His advice and guidance in the store were thorough and excellent and his contact and responses by e mail were immediate and helpful.

Great service from Darren; welcoming, efficient and got us exactly what we wanted.

I gave them 5 * before but this is rubbish. I wanted to buy a mirror - couldn't get anything on the web site to choose delivery. Contacted CS - who were spectacularly useless and recontacted them to say I still couldn't purchase delivery. Follow up email. Still nothing. I've gone and bought another mirror. I assume Heal's is now owned by private equity hence the terrible customer service.

Extremely disappointing experience with Heal’s.

When Heal’s arranged delivery of our bed, the delivery team damaged our carpet, scoring it and pulling/plucking the carpet during the delivery. Accidents can happen, and had Heal’s dealt with the damage promptly and professionally, this would have been a very different review.

Instead, six months later, the matter is still unresolved.

The customer service throughout has been appalling. There has been a complete lack of ownership and accountability, and despite the damage occurring during the delivery of a product we purchased from Heal’s, they have effectively washed their hands of the problem.

What has been most frustrating is not the original accident but the way Heal’s has handled it afterwards. I would expect a company positioning itself as a premium furniture retailer to take responsibility for the entire customer experience, including the conduct of the delivery company it appoints.

Six months to deal with straightforward property damage caused during a delivery is completely unacceptable.

Based on our experience, I would be never purchase from Heal’s again.

Updating to confirm that Heals are still being extremely difficult & pretty disgraceful. No matter what Heals have said below, they’re not taking any responsibility for the damage and customer service remains appalling. Please do not spend your well earned money here!

Products are obviously great but it’s the customer service I’m giving the 5 stars for really. Our product was slightly damaged and a replacement was ordered with no quibbles. The comms were super responsive and very friendly. Great company to buy from.

I have purchased a few items now and have been delighted with them, really bringing my decor up to date.
I bought 2 lamps and they didn’t have the diffuser plates with them, or we could have missed them. This was no problem they arrived within 2 days of my phone call. The service was exceptional, I can throughly recommend them, for their products and service. Well done Heal’s!