“Usual joke of customer service from Heals. Wrong product sent and then oh surprise I have to prove to them they delivered wrong size mattress.
Vowed not to use Heals again 2 years ago when they sent wrong item twice.
Won’t trust them again”
“We wanted new glasses for Christmas, the tumblers were in stock, as were the champagne glasses, but only a few wine glasses. The lady in the shop assured me they would be available in a few days, or a couple of weeks at most.
Our delivery came, but without the wine glasses.
I then received an email saying I should expect them NEXT MARCH!!!
I could actually buy them for the same price off the manufacturers website with next day delivery, but no-one seems to think this delivery date is odd, and we don't have the glasses for th ebig family Christmas planned. Truly terrible service.”
“The table was delivered several weeks ago, and unfortunately, the holes for the base and tabletop do not align. We are currently awaiting someone to come and assess the issue. This falls short of the quality I anticipated from Heals”
“Having had, over 4 months, 4 different wardrobes delivered all of which were damaged, terrible frankly doesn’t do the product or the experience justice.”
“I recently purchased the Wallis Super King bed from Heal's, expecting the luxury and quality the brand is reputed for. Sadly, my experience has been marred by design flaws or possible incorrect assembly. The slats constantly dislodge, leading to unwanted noise and frequent adjustments. Moreover, my super king mattress doesn't fit properly, resulting in a messy appearance. For a product priced at over £2800, these issues are unacceptable. I had high hopes for Heal's, but this purchase has been a letdown. I urge potential buyers to think twice and hope the company addresses these concerns promptly.
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This review highlights the issues in a concise manner and should get the attention of the company.”
“Ordered three pieces of Togo settee. Arrived early in the morning but on closer examination were seen that the small did not colour match the rest. Heals said they would investigate but the next day (Tuesday)I requested a return and refund. Heals service could provide no update on collection when I rang on Wednesday and Thursday. On Friday the opening comment on the phone call was to offer a replacement of the sofa cover to be fitted at our house. On a sofa of this quality this was totally unacceptable. On questioning why they had not arranged a collection they said they had been waiting for a reply from the manufacturer. Due to the delay of four days to process our return we were then stuck with defective sofa in our living room for a further 10 days. Not the service I would expect from Heals”
“Ordered three pieces of Togo settee. Arrived early in the morning but on closer examination were seen that the small did not colour match the rest. Heals said they would investigate but the next day (Tuesday)I requested a return and refund. Heals service could provide no update on collection when I rang on Wednesday and Thursday. On Friday the opening comment on the phone call was to offer a replacement of the sofa cover to be fitted at our house. On a sofa of this quality this was totally unacceptable. On questioning why they had not arranged a collection they said they had been waiting for a reply from the manufacturer. Due to the delay of four days to process our return we were then stuck with defective sofa in our living room for a further 10 days. Not the service I would expect from Heals”
“Hi, the colour was lighter than I was expecting and not as deep green which was disappointing. I don't feel it matched the colour shown.
Kind regards
Jane
07812000580”
“The bed required assembly on delivery. The big problem was that the fixing holes for the brackets had been drilled in the wrong place, so the bed could not be assembled.
Reported to Heals, who arranged for an 'engineer' to fix it the following week. Heals offered discount or a replacement bed.
When he turned up he said it was a two-man job (!) so left without doing anything. No follow-up from Heals.
Contacted Heals a second time to arrange a further appointment. Second time two engineers were due but only one turned up as the other was delayed. He fixed the bed on his own (so much for the first engineer).
No contact from Heals (it's like they don't care).
I notified Heals that the repair was complete and asked for lead time on a replacement and details of the extra discount offered.
No response.
I really expected so much more from them.
I can't imagine buying anything from them again.”
“The 5 drawer chest has a anti in the top and the bottom drawer does not run properly - this is the second set of drawers we have had - the first set was marked as well”
“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.”
“All ok till the guys delivering the table ripped the thread on the table bolts. They accepted the fault, photographed the bolt and informed us that the table would be replaced by Heal's and we would be contacted. Four weeks later I had to contact Heal's who then wanted me to photograph the bolt and send, with details of the problem, to their office. They identified the problem in the first place and should have dealt with the issue without my intervention. An inspector has now arranged a visit to examine the table - I look forward to his visit and the outcome.”
“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.”
“The bench is fantastic. The service left a poor taste in the mouth. Poor communication and organisation. Was told three times the bench would be delivered and then it never turned up- after taking time off work to wait in for it. Finally arrived. The product is amazing. However, 3 months later I received a phone call asking me to book in a delivery date for the bench- which I’d already received. Unfortunately the experience would put me off buying from Heals again. I expected better from such a big company.”
“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.”
