“I’m quite distraught to see so many scratches on the leather upon delivery. Heals sent out a specialist to review who confirmed that these are not part of the leather and are truly scratches from production handling. I am looking for the potential of an exchange given that this should not be the case for a product of this considerable value! I am a regular Heal’s customer and this is one of the first times I have felt truly let down by the company”
“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”
“Since placing our order for the Saarinen table, the overall experience has been poor. We've had, and continue to have little or no communication from Heal's unless we instigate it and any preconceptions we may have had that spending this amount of money on a table would deliver better service or product quality was sorely mistaken.
We placed our order on 15th March, delivery was scheduled for 17th April. Unfortunately the table base was already damaged and the shipment taken back. Without outlining all the tooing and froing that's happened since, we took delivery of the second table on 2nd July. Once again there are product issues, with the table top finish having small surface bubbles in the protective coating applied to the marble surface. Having immediately raised the issue with Heal's, Knoll have agreed to replace the table again. As write on 27 Sept, I was advised by Heal's this week, after chasing and chasing and chasing that we can expect a replacement table in early December. Given that the order has to be paid in full upfront (March) at no time have we been offered any compensation, a credit for our troubles (first world problems I know) or any recognition of the poor experience from Knoll, Heal's or the shipping company. I'd also note that we received a nice letter from the Heal's CEO, Hamish Mansbridge in April, thanking us for our order and offering his support if we should need anything further in the future. However, having taken him up on his offer after the first failed shipment on 17th April, we've yet to hear anything.”
“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.”
“The bed was delivered without the nuts so it couldn't be assembled. This was communicated the same morning by the deliver firm and followed up by me on email. More than two weeks later, the bed is still in pieces on the floor and I am still waiting for any communication from Heal's. This is surprising as I've always had good service in the past but Heal's has really messed up this time and is not responding. It should be a simple task ... but apparently not!”
“The candles are fine and arrived undamaged- gift for someone else. The delivery costs were expensive compared to other shops and delivery date was confirmed too late to leave any alternative instructions ie few hours before delivery attempted. As I wasnt in they took my parcel to a location I never routinely visit. So I paid quite a bit for the inconvenience of having to go out of my way to collect it myself.”
“Not used the product yet. Pre delivery arrangements a nightmare. Worst we have experienced, and definitely disgraceful for a premium company. The actual delivery was good, and carried out efficiently and pleasantly.”
“Unfortunately the vase was broken on delivery. The staff in store and at customer service were brilliant although we decided to have our money back and dispose of the vase.”
“This item took 6 months to be delivered and when it came the finish was not perfect . We returned it but inspite of dreadful customer service heals deducted 25% of the cost from the refund”
“When the item arrived, the stickers on the candles were partly peeled off and one was missing completely. Heals refused to send me a replacemrnt without me returning the original one. I think this is bad customer service, why should I have to go through the return process when I bought the item in good faith. I will not be shopping at Heals again.”
“Table and chairs lovely. Communincation with delivery provider in Scotland very poor. I had to chase with Heals twice in order to obtain a phone number for the delivery company.”
