“The Rosenthal Thomas Loft White Porcelain Dinner set we purchased a very nice quality and look lovely. The service from Heals was the issue. Multiple staff in store didn't know how to look up stock, and then we were assurred the items were in stock and we'd have them within a week. Ordering them took ages in store and came through as three items (so then we continued to receive x3 notifications for everything). We then received a long delay email so clearly they weren't immediately in stock, even though we'd prepaid for them so we couldn't go elsewhere to meet our desired date. Returning for the pick up, again had to speak to x2 staff members to get someone who knew were customer parcels were kept. I insisted on opening one of the boxes, which revealed it was only 1/3 of the order - the rest were in separate boxes they had to return downstairs to get. Overall, service was pretty patchy.”
“The furniture needed assemly and the delivery process is a nightmare. Finally arrived on the 4th delivery attempt - three times I waited in and they didn't turn up. I wouldn't buy from Heals again.”
“This chair was delivered over 2 weeks ago without feet and I am still waiting for them to be delivered. Customer Services claimed to want to fix this problem quickly but I will now have to chase them yet again. I have paid a lot of money for something I cannot use.”
“I'd love to be able to review this table, but 16 weeks after ordering it, all I have is an empty space where it should be and zero confidence that it will ever be delivered. The customer service team have failed to call back when they said they would, are unable to confirm if the table has even been made yet and production and/or delivery has been delayed three times already. When we placed the order, expected delivery was 10-12 weeks. We're now looking at 20-22 weeks. Meanwhile it's still available on the website, albeit with a delivery time of 15-17 weeks. I wish. I'm trying very hard not to be angry about this (first-world problem, and all) but I am deeply disappointed and I'm finding it hard to understand how Heal's can continue trading like this.”
“Terrible customer service. Package wasn't delivered. Called DPD, they said it had been mis-delivered to an address not close to me. They told me to call Heals. No one answered my email or picked up the phone. When I eventually got a response Heals said I had to wait 10 days for a refund (I haven't got it yet). I bought bedding from John Lewis instead. It arrived the next day! I think one star is generous!”
“Beautiful chair - do not buy it from Heal's. The service was disappointing, and I had to wait 16 weeks rather than the advertised 8 weeks. You can get the same product elsewhere.”
“The furniture is very good. Delivery was very poor and tainted the experience. This was meant to be delivered, unpacked and packaging removed. It was left in its box.”
“Heal’s is requesting a review for a desk that they claim won’t be delivered until mid-May. Come on Heals, get your act together!
By the way, the desk that’s taking six weeks to deliver is available to buy from the manufacturer and can be delivered next week. What sort of review do you think I would leave?”
“I am now waiting for the delivery the SECOND replacement desk. The first one arrived with blemishes in the desk top varnish finish, This was sorted very quickly by Heals York and a replacement arrived about three weeks later. On opening this I found small chips on one of the steelwork legs and shelf bracket and a small chip on the edge of the wood shelf. I could not fit one of the bracket screws as the retaining holes on the desk back was out of alignment. I again contacted Heals and after repeated enquiries and two weeks later had confirmation that another replacement is on it's way. Hopefully third time lucky.”
“Incorrect seat fillings provided from
new. I have been waiting now since last October for the correct ones to be provided. How you dare ask me for a review when I’m in dispute with you defies belief.”
“Unfortunately the Heals Team was not able to build the bed and when trying it myself, there were no instructions and missing screws. 3 weeks after the complaint, they are still not delivered and hence I cannot recommend the supplier.”
“Great product. Shame it took 4 months to be delivered with constant communications from me. Was sold as available for Christmas. Got £50 compensation but only because of the constant communications. Very disappointing as Heal’s are not cheap”
“Terrible customer service and poor quality item. The Heal’s Brunel Freestanding Shelving delivered to me has a crack down the side panel. I am not surprised as it is paper thin. Very poor quality and disappointing after assuming Heal’s would be better than this. I am still struggling with their poor customer service being slow to get this sorted. I do not recommend buying from Heal’s - stick to John Lewis, the Cotswold Company or Barker & Stonehouse as alternatives - they sell better quality items and have impressive customer service unlike Heal’s who seem totally disinterested in acknowledging their faulty item.”
“still waiting for delivery, Super king size delivered and returned. Double (as ordered originally) still to be delivered.
Customer services very nice and helpful when approached”
“We are very happy with te Fermob light, however sadly the service from Heals was poor. We placed the order in November and the light arrived in March, with no communication in-between.”
“A fabulous table and bench which looks as good at home as it did in the shop. Our only complaint relates to the delivery team who assembled the table and bench - they were neither professional nor engaged but more importantly applied no care nor attention to detail when applying the feet protectors. After they left, we discovered that each of the felt pads (8) had been stuck down poorly, effectively incorrectly aligned. As a result our new wood floor is not protected and neither does it look great!
NB We have complained and simply requested 8xnew pads which we will apply ourselves. We look forward to resolution.”
“The shelving is fine, but during the two months awaiting delivery I was bombarded by marketing emails from Heals, usually several daily. I could not block this, because I was waiting for an email notifying me of delivery. The annoyance factor from this spam makes me unlikely to use Heals again.”
