“The furniture is beautiful and delivered on time and with care, however I have not received my fenwicks loyaly points despite contacting Heals in the store several times and they assuring me this would be rectified. I’m still yet to receive these and Fenwicks have advised I need to report this to Heals which I have done without much success. Very disappointing and frustrating. It’s my second purchase from Heals Fenwicks and I don’t intend to buy from them again due to the lack of poor service.”
“The lamp itself is good and I would recommend but the delivery by Heal’s has been very poor. Firstly they said it would take in excess of 6 weeks to deliver. When the delivery was about to arrive they informed me that one of the lamps (I had ordered two) and they would send the second one soon. When I had not heard anything about the delivery of the second lamp I contacted them and they said it was lost. So about 3 months later I am still waiting for my order to be fulfilled”
“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.”
“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.”
“still waiting for delivery, Super king size delivered and returned. Double (as ordered originally) still to be delivered.
Customer services very nice and helpful when approached”
“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.”
“A Jekyll and Hyde performance. Order was split into two deliveries, the first delivery was good with accurate dates and timely communication. The second delivery is late and has still not been delivered. I have wasted time waiting for the items to be delivered on the date I was given and the following day forecast dates extended by a week. The delivery date changed again after I contacted the company to understand what was happening and my fingers are crossed that they will be delivered in line with the latest forecast”
“Nice simple design, well made, seemed rather expensive (about £485 for five) compared with similar lights on offer elsewhere. Bought them as they were just right for rooms that I was redecorating, needed them quickly, and thought get them while they are available, save further searching. Was told not in stock at the shop itself but delivery would be quick and no problem, so paid for them. Nothing happened. Then told not in stock at the warehouse and delivery to Heals was delayed. Eventually delivered after roughly a month. They are still good lights, but not a good shopping experience with Heals, feel let down by false promises. Sorry but would not go back to Heals for anything else. Still have a bad feelings about it.”
“Good clock, but came damaged. By the time I realised it I had for a week so probably pointless trying to get a refund. The packaging was bent so I should have realised there was a small dot of broken glass and a scratch on the inside of the glass. Otherwise though I like it.”
“I’ve brought furniture from Heals for years and my family before, although our console table was damaged on delivery getting a replacement was a problem, the Call Centre customer service was worse than dreadful, never again.”
“Design is perfect however Item was badly damaged during delivery and - leg badly cracked . Delivery service never responded and customer service never responded despite photos and report sent within 1 hour of delivery”
“After waiting several weeks, Verso wall lights sent and not pendants as odered. Returned within days, text received back from DPD in their warehouse 28 November, requested refund as sourced elsewhere, if hadn't called 9 December probably wouldn't of even received a refund. If was a new customer to Heals not a good impression!
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