“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.”
