“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.”
“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!”
“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.”
“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.”
“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.”
“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?”
“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.”
“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.”
“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.”
“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.”
“The wrong bulbs were delivered. I emailed twice and was ignored. I had to call to get heal’’s to act. They have now collected the wrong bulbs, but I am still waiting for the correct ones, fours weeks after placing the order.
Tala bulbs are excellent, but I won’t be buying anything through Heal’s again.”
“Awful experience , sales person sent lamp to outlet that closed months ago. 9 calls later the product arrived & was the wrong finish. Called customer service 9 times, who where worse than useless. Will never us g”
“The tala bulb is a great product. I have no criticism of this and I will continue to buy it. The problem is Heal’s who twice delivered the wrong one, failed to respond to emails and were very slow to act after I chased them on the phone. In fact I am still waiting for a full refund and probably have to chase them again.
All this hassle for a few light bulbs, all because of Heals. I wont be buying anything through them again.”
“The shelf was delivered with 2 very obvious damages. The installers left w/o pointing it out. Upon noticing the damage, I recalled the intallers immediately who were just at the exist of the house. After insisting, I was given a customer care email but took significant searching by the installer. I reported the fault w/o reaction for 10 days and had to follow up via email. Once I heard back, I was offered a delivery dates for replacing the unit which I could not make. No other options given. I had to email customer care again. In meantime I continuously received Heals' surveys and notifications w/o taking care of my delivery date enquiry. Overall a lot of administration, emails and hassle for a replacement without the offer of any compensation. I have to travel far from my home to where the unit is being replaced. There is no reimbursement for my travel costs nor the 6 hours travel time. A frustrating experience overall.”
