“extreamly bad experience,I ordered two lamps one arrived faulty,was replaced, which was also faulty, I returned both faulty lamps , was advised second replacement lamp would be checked before dispatched.Delivery date keeps on changing, was advised I would receive replacement two days ago still waiting,tracking page is still showing preparing for shipment. Very disappointed.”
“Terrible experience, they sent the wrong bed model and the frame was not upholstered, still waiting for the covers to be sent to me after almost three months.”
“If I could give no stars I would. It was the worse decision ever to buy this sofa which was so badly made, that after a month of trying to get some response or resolution out of the Heal’s customer service team we eventually arranged for the item to be returned. As a long standing customer of Heals this was not what I was expecting. Furthermore we have had no compensation or even an apology for the inconveniences. They had our money, over £2500 for 5 months. and we were without a sofa for that length of time. We paid over the odds thinking we were buying from a trusted brand who would deliver both on quality and customer service and they failed on both counts with flying colours. Don’t waste your money. Sadly Heals is not what it used to be. See photos of the cushions that were clearly the wrong size for the frame. Hugely disappointing.”
“Awful, awful experience. Never again.
No communication between purchase and delivery. I had to chase them to understand when it may be delivered.
First delivery brought the wrong bed. Second delivery brought the right bed but it was covered in tea and rainwater. Third delivery brought the right bed but the wrong feet. And one missing part. At that point, we gave up and accepted what was there. They have still not delivered the missing part so we are just putting up with what we have.
All this after spending £2.5k upfront and waiting twelve weeks for delivery. About as far from a premium experience as I can envisage.
Bed is ok (at least the pieces we have) but I would buy something similar from anywhere else other than Heals.
I’ll finish as I started. Never again.”
“I would love to write a review of the Hansen coffee table but sadly our table ordered in June is still to arrive (it's now early December). I'm really looking forward to receiving it but do wonder whether I will order anything further from Heal's, given our poor delivery experience”
“We waited five months for this lamp as it’s delivery was delayed several times. Unfortunately the brass looked very bright and cheap when we unpacked it. Good design with poor quality materials.”
“Don’t bother ordering anything fragile as they are incapable of packing it correctly. Purchased four cereal bowls and only two arrived intact. Asked for these to be refunded instead of which they « misread » my email two weeks later - and sent me another two which I then was to refuse on arrival. Not yet reached the stage where I can be sure these will be refunded. Rubbish.”
“Item arrived damaged then, a member of the customer service team offered me an amount to keep but I was not sent confirmation of the amount. Then when I ring back they would not offer the same amount and would not take the item back either, therefore I had to accept a lower amount than what was originally offered. Staff in Customer Services are very rude.”
“Worst experience I’ve ever received. I ordered 4 lamps - 1 arrived broken and 1 still hasn’t arrived after 8 weeks. Customer service hasn’t bothered trying to fix the issues. I’m still waiting for the 4th lamp and haven’t been given any indication when it will arrive. Worst customer service and quality of any furniture store in the UK. Would never purchase from Heal’s again.”
“So many problems. Arrived and the wood for the inserts used was different to the main table wood so the inserts look terrible when pulled out. There’s a really terrible scuff mark too, so the table arrived damaged and not the right colours throughout.”
“I ordered this chest together with the matching wardrobe the beginning of March and I still haven't received the wardrobe. I was promised a two week lead time. The next promised date was June 6th. It has still not been delivered.”
“The chest of drawers was delivered damaged and it took many weeks, emails and phone calls (all initiated by me) to get a response from customer service whereby eventually a replacement has now been ordered - I won’t buy from Heal’s again.”
“One of the bedside tables is damaged, but I have had such a terrible time with customer services getting the damaged chest of drawers replaced that I haven’t even mentioned the damage - it’s not worth the many weeks of chasing so have decided just to live with the damage to avoid all the hassle”
