“Lovely table, but we waited nearly 6 months and were sent the wrong size table. We now have to wait another 4 months for the correct delivery. Longer gestation period than a human baby!”
“The glasses are nice but the home delivery service is a pain. Twice DPD said they tried to deliver but claimed they couldn’t despite there being someone home on both occasions. We picked it up from a local store as it obviously suited the DPD guy better.”
“Arrived missing one part. Still waiting for Heal’s and the manufacturer to sort this out 4 weeks after delivery. Unusable as a sofa and a bed in the meantime. Great! Not.”
“We waited four months for this sofa bed to be delivered due to shipping delays. When it arrived, when the guy tried to assemble it, he found a fault. Some of the holes for the screws had been drilled in the wrong place. The sofa bed has been returned and we will look elsewhere.”
“I cannot review this item, ordered on 22/4/25 as it has not been delivered. It seems to have been delivered to No 11 Randolph Gate and not to me. I live at No 17.
I have tried repeatedly to get Heal's to help, to no avail.
I have asked to speak to a manager, to no avail.
This is the worst customer service I have ever experienced.
I will never buy from this company again.”
“4 month after the payment I am still waiting for my the cushions. I cannot rate the product, but the entire purchase and delivery process is a nightmare.
The fact that already get a feedback form for an order I have not received shows how unorganised Heals is.”
“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.”
