“In my mind, Heals is a premium retailer and the standard of service would meet my expectations. First interaction at the showroom at Red Brick Mill was good. On the day I decided to purchase took 30 minutes to find a sale assistant, the department was very thin on the ground for staff despite numerous customers browsing. They got my email address wrong when I purchased, so had to chase up for a copy of my receipt. The biggest issue was establishing the delivery date and communication with the logistics partner who actually and are dedicated to Heals. Very challenging to communicate with them, seem to have email issues which is not the customers issue. I gave specific delivery instructions which were not given to the delivery team on the day. The 2 young lads who delivered and assembled the sofa, too much back chat and attitude. Sofa itself is OK, design is good, the mattress seating is decent quality and well sprung, the cushions for the back rest are poor quality and let the overall item down. Quality not really worth the price tag!”
