“The sofa is comfortable and of a quality we expected. Delivery was prompt and the team bringing it in excellent.
There was a real issue in that we are still not sure that we got the right fabric. We paid extra for Smart Luxe velvet but the info we were supplied with the sofas (from heals not the supplier) contradicted our orginal sample. It took some time and some fairly unhelpful calls between Heals at RBM and the customer services to resolve (please be helpful not brusque for asking for update) . No real apology just the sofa was mislabelled. Made us feel wrong for querying it. Despite a quality product we were left feeling confused having spent over 5K on this and a matching Torin seater one. One of the team at RBM told us he could not speak to us about it again. This all took the gloss off a luxury purchase. We went back to Heals for these sofas as our previous one were so good. Our experience this time would make us think twice. This is a shame as some of the staff were brilliant. Here it appears their supplier was at fault in labelling but we were made to feel small for querying it.”
“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.”
“Love this lamp and bought it twice. But am surprised heals asked me to write a review as after 30years plus as a customer I had worst customer service ever on live service and when I raised a concern they ignored it then said they would write back and I never heard another word. So the lamp I love heals not so much”
“The angelpoise product is as expected but the delivery service was terrible for such a standard product
We had to wait 6 months for the bed
I asked for a fabric sample that never came
The bed was pre assembled so it wouldn’t go up the stairs The delivery men couldn’t get away fast enough
So disappointed in Heals this time”
“Absolutely disgusting customer service have never experienced anything like it have only just got a refund from may 1 stool missing and 1 stool damaged after a numerous amount of phone calls and emails finally got it sorted.”
“I bought both sofas at the same time. They were delivered within time, the 9 weeks, unfortunately there were problems with the gold cognac one, as the feet were added at home and ended up not straight.
I then experienced a nightmare with Heals customer service which has made me stop further purchases of furniture from Heals. A full nine weeks have passed before this matter was finally resolved. The contract fitter had to cut away excess material left under the place for the feet, and sort out from a box of replacement feet one that was decent, he suggested the manufacturer was in Italy and the feet were completed "by hand".”
“The sofa is easy to make into a bed and it’s a good king size. It looks good, and is firm to sleep on.
The downside is it’s very heavy to move, takes 2 people
Also the back cushions are much too hard they are uncomfortable to lean against
I plan to get the filling changed to a softer one”
“Very poor quality for the price. The first that was delivered immediately failed - the hanging rail fell in. Poor deliveery arrangements and slow responses from Heal's meant the replacement could not be delivered for six weeks. Overall, the carcass is flimsy, so unless it's placed on perfectly flat floor, the doors will not be in line. In the end I chose keeping it over the hassle of returning - especially as I'd bought the rest of the set to match. However, if I was doing it again, I would avoid.”
“The water came with a hole in it. Contract states if not happy with it can return within 14 days. After numerous calls insisted that someone came around to fix it!! Did not want it fixing just replacing. Eventually it was agreed we could replace it……. Still waiting for delivery!!!”
“The product on the floor was sold but not labelled that it’s already sold, payment was taken and the product offered was at a different price, I paid but the balance from first product was not adjusted and delivery still not scheduled for 3 weeks.”
“This is a simple and elegant bedframe however the design of slats needs to be better. There are 2 rolls of separate slats fixed by total 12 screws on either ends and the middle of the frame. The trouble is that the unfixed slats in between kept slipping out whenever the mattress moves, e.g. when replacing the bedsheet or someone walking on top of mattress.
After I contacted customer service, a subcontracted technician/handyman was sent to me to check out the issue. The technician first suggested to fix down every single slats with screws. I was not sure about the solution as I don't like to damage the structure. Therefore I proposed and provided the 2 square wooden dowels (1m long each) I bought from Amazon to place on the centre frame to stop the moving slats on either sides. All it needs is a centrepiece to hold the 2 rolls of slat together. Maybe my expections to Heals is unrealistic, I was hoping Heals might provide a slat connector to hold the slats together. Must say it's a bit of a letdown of Heals quality of service.”
“At the moment we are deeply disappointed with our overall experience of Heal's. The end of the sofa that meets the foot stool is much lower than the rest of the sofa, which is otherwise comfortable and firm (as experienced the sofa in the Kingston showroom). The foot stool part also isn't attached to the sofa, despite having some sort of attachment (but missing the connecting part). We are trying to get this resolved but it seems as though this is going to be a long and drawn out process. The above was noticed on the first time we took delivery of the sofa and despite an 'independent sofa technician' confirming this is person, the Heal's customer service team seems to think it's acceptable to sale a £2,000 sofa which presents like it's 20 years old and that is totally fine.”
“The voucher is obviously good but getting it was terrible. Having to get an actual voucher sent by post meant it was lost twice in the mail. Therefore the voucher did not arrive in time for it to be given as a Christmas present. Being able to get a digital voucher would have been so much more convenient and expedient”
