“Possibly the worst customer service experience ever. Ordered this item in September, it was due for delivery in October. Constant delays in delivery, which Heals never notifies you of, so as the customer you are left chasing the outstanding order. By mid-November, the item's estimated delivery date disappeared, and the multiple Customer Service and warehouse employees I spoke to could not give me any idea of delivery or propose any solutions, and every time promised to update me and never did. By mid-December after chasing the item again, a replacement order was placed with an estimated delivery of January 2026. However, 2 days later the item arrived at my door. Madness. An item I paid for in full in September, that no one in the 10am-5pm, Mon-Fri, customer service team could track or ship or even refund arrived without tracking (or notification) in December. I returned it for a full refund, in-store obviously, as zero faith in the Heals eCommerce logistics here! I will never shop at Heals again.”
“The lamp itself is good and I would recommend but the delivery by Heal’s has been very poor. Firstly they said it would take in excess of 6 weeks to deliver. When the delivery was about to arrive they informed me that one of the lamps (I had ordered two) and they would send the second one soon. When I had not heard anything about the delivery of the second lamp I contacted them and they said it was lost. So about 3 months later I am still waiting for my order to be fulfilled”
“I really like this unit; it's perfect for display. However, I was not pleased with my delivery
as the deliverers refused to assemble it; they claimed it had to be fitted to the wall and they ere not empowered to do so. Sotheby's merely unwrapped the boxes and attachments and left them standing on the floor. I was not informed of this situation beforehand and I believe I should receive back part of the £79, which I paid for delivery and assembly.”
“I waited over a month to collect this item from the store. Communication was extremely poor and I had to continually chase Heals by phone and email for an update. When I finally collected it, the clock didn't keep time and I had to return it. Still waiting on my refund. If I could give 0 stars I would.”
“The furniture is beautiful and delivered on time and with care, however I have not received my fenwicks loyaly points despite contacting Heals in the store several times and they assuring me this would be rectified. I’m still yet to receive these and Fenwicks have advised I need to report this to Heals which I have done without much success. Very disappointing and frustrating. It’s my second purchase from Heals Fenwicks and I don’t intend to buy from them again due to the lack of poor service.”
“Arrived damaged, which I accept happens but my review is more about Heal's service at that point - no one wants to talk to you, no one explains returns process, when I called I was hung up on, people in your customer services department sound like they cannot wait to get you off the phone. Took ages to be picked up and still waiting for refund. I will not buy from you again.”
“Pleased with quality
Very bad delivery service
Was told three days running that delivery would happened
Cancelled twice near time arranged
On third day it was delivered and as son had to return home by that time I had to pay someone to assemble it Took 20 minutes”
“Poor quality, item delivery took 3 weeks, was delivered unwrapped and missing ceiling rose fitting, response from Heals very unhelpful, the options I had were to wait another 3 weeks for ceiling rose or return item for refund. I suggest you order from sources will be quicker, Heals are the 3rd party, and cannot manage the process correctly.
Heals are not the quality retailer they once were.”
“First time ordering directly from Heals, summed up in one word 'Shambles'. From the point of purchase, the lack of correspondence, customer service, updates was staggering. The item remain uncollected for a prolonged period, without a notificiation it was 'ready'. Furthermore, on eventual collection, a further 25 mintute wait to locate the order, despite being the only customer present. An alternative item was sourced in the meantime, at further expenditure due to Heals current system not being fit for purpose. A shame, as the item is of the quality expected with Heals.”
“I have returned the item and I know it's been received by you (it was sent via recorded delivery), but it's been 3 weeks since you received it, and still haven't received any acknowledgements nor a refund...”
“This is a gorgeous sofa and I am very happy with it. But it only gets 3 stars because of the horrible delivery experience I had. This wasn't the delivery partner alone. I put the blame with Heals and their poor customer service. They could have sorted it out with a little bit of listening but they were perfunctory in their response. I won't buy from them again.”
“At the time when I ordered the sideboard in July 2025, Heal's said it was "In stock and ready to deliver". I was then given a delivery date of 24 September. This was then changed by Heal's to 10 October. When it arrived, the sideboard was scratched and two drawers were damaged. This didn't happen during transit, it was well packaged, so it must have been sent out like that. Heal's said they would collect it and deliver a replacement on 24 October. On 22 October Heal's rang to say there was an IT problem and they couldn't collect or deliver on 24th. I'm still waiting to hear what happens next. Maybe I should start charging them rent for blocking up my hallway with a damaged sideboard.......”
“I purchased this item in June. After repeated elays and numerous emails between myself and Customer Services, it arrived in October. No explanation was given for the delays. Heals did give me a gift card in compensation for the inconvenience, but quite frankly, after waiting over three months for the table to be delivered, its arrival was anticlimactic.”
“Took forever to to get the stools ready for delivery and then took 4 attempts for the delivery company to get the stools in to where they needed to be. Would not use again”
“The purchasing experience with Heals was excellent, when we bought a Tortona sofa, armchair and a footstool.
The delivery experience, however, has been totally shambolic, with a subcontracting company delivering the goods and having little or scant regard to our property; damaging the floor and assembling the furniture incorrectly.
It has taken three weeks for a 'technician' to visit, write a report to only establish what had already been conveyed to Heals by ourselves. We still await a resolution from Heals.
Heals' customer services leaves the customer to deal with Heals' subcontractors to resolve matters direct. We have been left without an idea of what happens next, repeatedly asking about our customer rights without a response, as the Heals individual in 'customer service' who has been communicating with us does not seem to have the authority to make a decision or the aptitude to ask somebody who does.
In turning to the furniture, the side cushions do not seem to match advertising illustrations, being undersized and the piping on one of the legs is misaligned. The footstool is lopsided.
We are left very dissatisfied with the whole Heals experience.”
“As we receive a broken table we purchased on sale :
Poor and weak commercial approach when it comes to managing post purchase service
Poor safety measures when it comes to fragile articles packing and not acceptable to hold customer accountable a heals staff miss management of safety packing measures
Lack of empathy and agility in proposing alternatives to ensure customer satisfaction”
“Did not receive the item, delivery kept being delayed day after day. Eventually called head office and asked for the status and was told they’d check with management if they could dispatch another one, and this one was now being returned to Heal’s via DPD. Never received any further communication. Order cancelled.”
