HEAL'S Reviews 

Easy to navigate website, good offers in well known and established brands, excellent customer service.

Great customer service, feels very personal and tailored to the needs of customer rather than generic!

I have just discussed the issue of a Henley HEALS desk (which was not delivered in one piece) to the Bicester Manager today, l realised that this conversation was more helpful than emailing customer services. He has been very understanding and helpful in his response. He has reassured me the issue will now be resolved. A very professional response with a resolution planned. He will also speak to customer services on my behalf about the delays.

First time I have ordered and I found site easy to navigate. Items well illustrated and and I was able to place order quickly.

Free delivery a bonus

easy to use website, and the help from customer services (George) when I had a question as I was ordering furniture was so helpful. Thanks

Excellent and prompt and friendly service. Exactly what I would expect from a great historic company.

I had an excellent experience with Heal’s, particularly their Interior Design Service.

I worked with Helen from the Interior Design Department, whose guidance was invaluable throughout. As someone without a design background, I really appreciated her ability to translate ideas into well-considered recommendations — from key furniture pieces to the finer details that bring everything together. She made the entire process feel clear, collaborative, and well-structured.

The showroom itself is highly design-led, with a strong selection of well-established brands, which gave me confidence in both the quality and curation of the products.

What stood out most was how accessible and practical the service felt compared to traditional interior design services, while still offering a high level of expertise. Having a single point of contact also made the experience seamless and efficient.

Overall, a very positive experience so far — I would highly recommend Heal’s, and especially working with Helen.

We made two visits to Heal's. We received outstanding service, advice and patience from Matt Fowler over both days. He gave up his lunchtime for us and answered all of our questions with real information and grace. All of this in the Heal's environment which makes choosing and buying things for our home such a delight. Thanks to Matt, especially, and to everyone.

Good website

What a truly awful company. I bought a Brunel sofa a few years ago which was supposed to be guaranteed for life. One of the legs bent with only light usage, and I asked for a replacement. I was told that the legs were not covered in the warranty and that I could not get a replacement leg, even if I paid for it, as the manufacturer no longer makes them. Then I went into one of their stores and saw exactly the same sofa still on sale. What a joke. Never again will I think that Heals is a reputable/high end store, with good customer service. And never again will I shop there.

We were in store in Kingston two weeks ago and the staff were both friendly and helpful. 5 stars

Awful experience -having bought 4 lights from here, I bought another 4 for other areas. 1 was clearance and the other 3 were at full price, Not in stock Delivery 4-5 April. On 22/04 I chased them to be told they have the stock ( for 3 weeks ) but they didn't have the clearance light and I would have to re order at full price dueto their MISTAKE. After 2 days they offered me10% off this light only. I pointed out to the head of customer service that I could cancel the whole order and re order via the website and get 10% off the whole order and she said “You can cancel the whole order if you would like?”
And so that’s what I did -now ordered them elsewhere.
Congratulations head of customer service you have cost Heals a customer of 30 years. Never returning. AVOID Heals.Worst retail experience ever.

Post script - Heals contacted Trust Pilot asking that I remove the name of the head of customer service from the review - This is literally the only thing they care about - AWFUL company without any regard for the customer

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

WARNING: DON'T MAKE THE MISTAKE OF BUYING AT HEAL'S
After purchasing a Sonno sofa and chair and the appalling quality of the items received the furniture manager at the Tottenham Court Rd store admitted that Heal's have no quality control over furniture items being sold at the store. Furniture was manufactured in Italy and the furniture manager informed us that Heal's have a problem regarding liaising with the manufacturers as no one at Heal's speaks italian. It took Heal's 4 day's to speak to the manufacturers.
Customer services even asked me to explain what I meant by craftmanship!

WARNING; IF YOU STILL WISH TO TAKE THE RISK OF BUYING ANYTHING FROM HEAL'S PAY BY CREDIT CARD - THEY INTURN WILL PERSUE ANY GREIVENCES VIGOURESLY REGARDING QUALITY OF ITEMS RECIEVED.
DO NOT ORDER INSTORE AS THIS MAY INCURR A CANCELLATION ORDER CHARGE OF UPTO 25% AFTER 48 HOURS OF PURCHASE.

Alternatively stand outside the store with a banner stating that 'HEAL'S SELL CRAP' like I do - where I have encountered a steady stream of people going into the store to complain about items with the same issues as I have had to deal with.

Castalan furniture technician stated in a report that the sofa and chair had a manufacturing fault as the seating cushions were inadequate regarding thickness of cushioning for seats- Heal's accepted this. The technician was visibly shocked at the quality of the sofa and chair. Acting on behalf of Heal's Castalan attempted to rectify issue by stuffing thicker cushioning into chair and sofa seats resulting in contortion of seats and stretching of the leather. Following allegations of being rude to Castalan technician they are attempting to disregard there legal obligations as a retailer and using excuses to shut me down. I have contacted ALL Heal's stores to inform them not to sell these items as there is a manufacturing fault - they all seemed stunned at the behaviour and conduct of staff within Heal's.

Castalan reports are legally non binding and do not affect your rights under the 2015 consumer rights law.
Camden Trading Standards will be made aware of this issue.
The protest will continue outside there flagship store on Tottenham Court Rd and I can assure you at Heal's that I am not going away.
Castalan have made a real mess of a very exspensive sofa and chair.

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.