“I have returned the item and I know it's been received by you (it was sent via recorded delivery), but it's been 3 weeks since you received it, and still haven't received any acknowledgements nor a refund...”
“This is a gorgeous sofa and I am very happy with it. But it only gets 3 stars because of the horrible delivery experience I had. This wasn't the delivery partner alone. I put the blame with Heals and their poor customer service. They could have sorted it out with a little bit of listening but they were perfunctory in their response. I won't buy from them again.”
“At the time when I ordered the sideboard in July 2025, Heal's said it was "In stock and ready to deliver". I was then given a delivery date of 24 September. This was then changed by Heal's to 10 October. When it arrived, the sideboard was scratched and two drawers were damaged. This didn't happen during transit, it was well packaged, so it must have been sent out like that. Heal's said they would collect it and deliver a replacement on 24 October. On 22 October Heal's rang to say there was an IT problem and they couldn't collect or deliver on 24th. I'm still waiting to hear what happens next. Maybe I should start charging them rent for blocking up my hallway with a damaged sideboard.......”
“I purchased this item in June. After repeated elays and numerous emails between myself and Customer Services, it arrived in October. No explanation was given for the delays. Heals did give me a gift card in compensation for the inconvenience, but quite frankly, after waiting over three months for the table to be delivered, its arrival was anticlimactic.”
“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.”
“The 'Stain-Resistant Polyester Coating' peels off the table, making it look awful. I was told it was my fault for putting things on the table. I am careful - but if I cannot put a single item on this table without a tablecloth or mat (I'm talking placing a book on the table is enough to mark it!)
I have bought so many items from Heals over the years, this is my WORST PURCHASE. My complaints have been ignored and now a very expensive table looks horrible. I was told when buying it that the plastic coating meant I wouldn't need to put mats on the table. Even though I do, it's still very badly stratched.
THERE IS A PROBLEM WITH THE PLASTIC COATING - Heals, please stop blaming your customers!”
“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.”
“Reported an issue with out Pillow Storage bed in March. It's been over 80 emails and 5 phone calls, incorrect deliveries, duplicate deliveries etc. and issue is still not resolved... Waiting for technicians to come”
“Advertised as an in stock sofa. Placed order when my renovations were done to be told it’s now a 16 week wait. would have ordered it back in May if I was told this.
Complained to customer services, still advertises as in stock 🤷🏼♀️”
“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!”
“Very poor customer service. The chairs are not as described on the HEAL’S website. They are made from recycled plastic which changes the colour of the finish which is not mentioned on the website. After numerous phone calls to customer service nothing has been done to correct this fault by HEAL’S.”
“Sadly one of the chairs has a fault. I have spoken to customer service and would like a replacement as I’ve had the chair 14 days they are reluctant to honor this.”
“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.”
