Heal's www.heals.com

Do not waste your time with this sub quality product and absolutely terrible customer service. We spent thousands of pounds on what we thought would be a high quality sofa, waiting over 6 months only to find out that it had missing parts for assembly and that the main seating cushion was missing large part of its filling.

After the missing parts were delivered we also noticed that the sofa has been wrongly assembled by their team causing damage to the body as it was not fixed properly together.

When dealing with customer service there is no urgency, no apologies and no compensation….well they did offer us £150 gift voucher in the end like we want to spend more money with this business.

Now they are refusing a refund even though we are well within our right as the product is clearly faulty and not fit for purpose.

Bought an expensive bed from Heals. It took 6 weeks to arrive. The material on the bed arrived torn and with missing parts, so the bed was unusable and had to keep the mattress on the floor for another 2 weeks. after 2 weeks they sent the parts, but some were still missing. Even the technicians were frustrated as they’d come 3 times to assemble the bed but something was wrong every time. It’s now been more than 2 months since receiving the bed and the torn material has still not need replaced. The quality of the bed itself is also extremely poor and very unsteady. The entire side board had collapsed inwards whilst sleeping and I’ve had to reassemble the bed again myself at 11pm in the evening. Customer service have been incredibly unhelpful the entire process, including the manager. No one in the customer service team is willing to take accountability for the poor quality and service I’ve received for months. I’ve experienced the same terrible quality and service for the lamps I’ve ordered, whereby some arrived broken, and one still hasn’t arrived after 2 months of ordering it, when I told it would arrive the next day. This is by far the worst experience I’ve ever had quality and service wise from a business and I would never recommend Heal’s to anyone. I’d be curious to know if senior management know how poorly the business is being run. If the business carries on like this it would be a shame given it’s longstanding legacy. This is the first business review I’ve written, and it’s a last resort. Definitely stay away from buying anything from Heals.

I ordered a Lars Wardrobe in cream on 23/7/2022. It was delivered on 5/8 along with some drawers and put together by the delivery men. I messaged Heals the same day to say it was damaged in two places on the top corners, with pictures.

Initially customer service was good, they wrote back relatively fast, offered exchange or 10% off and I opted for exchange having carefully purchased what I thought would be a solid, high quality and therefore long lasting piece of furniture instead of going for a cheaper alternative.

The redelivery was eventually scheduled for 12/10, but was cancelled due to a missing box. It was rescheduled for a date I couldn't do, so eventually a replacement wardrobe was 'delivered' on 2/11. It was even more damaged that the original and the delivery men said it was an issue with the wardrobe, as it was too flimsy and thing and also badly packaged without adequate protection. They had seen this issue repeatedly. We agreed not to swap the wardrobes over.

I emailed Heals 3/11 to say replacement refused due to damage and stated I was unsure if I now wanted a full refund and wardrobe removed, as I didn't want a wardrobe which was so easy to damage. If we ever move house, it needs to be able to withstand moving for example. I had no reply, so I chased on 11/11. Still no reply, but then I was contacted by the delivery service again to agree redelivery on 28/11. I went with this though asked them to get customer services at Heals to contact me. I didn't hear from customer services and again, the replacement turned up more damaged than the original and the (different) delivery men said it was a common issue and that the damaged box still had a previous customers name on it, so appeared to have been rejected by someone else and just sent on out again.

So I emailed Heals to firmly request a refund and removal of the wardrobe, so I can source a better alternative elsewhere on 28/11.

I chased on 8/12 and still haven't heard anything by 22/12. Appalling quality product, with a known issue and awful customer service. I thought Heals was a quality store with quality furniture, but I have been proved wrong. So 5 months after the original order and four days of waiting around for deliveries later I am currently left £1,359 out of pocket with a damaged wardrobe. Please would Heals refund this asap and arrange to remove the wardrobe from my house.

Ordered a sofa. Took 6month to arrive with delivery being moved to later date. When it arrived, the legs were broken. I refused delivery. It took the company more than a week to reply to me to reorganise delivery. When it finally arrived two weeks later, the assembly company dropped the item in hallway even though I paid for assembly. When I paid for my own handyman, there were missing bolts. The sofa is not sturdy and of average quality. The company proMised me a gift card as an apology which never materialised. Utterly pathetic service from start to finish.

I bought a bed with Heals because I wanted it delivered fast. Even though I saw the same bed in other places for a cheaper price, I chose Heals based on their 1-3 weeks promise.

It took them 9 and a half weeks, but the bed finally arrived.

They don't let you choose delivery time, so i had to skip a class (for which I pay per class and lost the money) to receive them very early in the morning.

They came in and assembled the bed. And then came to inform me that it actually was the wrong size bed. The frame was wrong but the base was right, meaning i couldnt even keep the wrong size if I wanted to. So they basically assembled the Super King bed (as opposed to the King bed that I bought). It barely fit in my room. And then they left.

So now I have a super king bed that i cant use, because the base is wrong, and it takes over my whole room.

It only took close to 10 weeks for this one to arrive. Not sure how long it will take for it to be fixed. If ever!

I bought a chest of drawers which was kept safely in an empty room while my lounge was being renovated. It was not touched at all since the courier delivered it. When finally the renovations were finalised a couple of months later and I removed the plastic, the chest of drawers was badly scratched. I contacted Heals with a video of me removing the plastic to prove that the item was delivered faulty and they were not keen to offer at least a discount for the faulty item! Absolutely terrible customer service and a non reliable brand sending damaged items.

I purchased two garden chairs (AI chairs by Kartell) through the Heals website in January. These were advertised as being sold in pairs (priced at £176), plus an extra delivery charge. I was told to expect 8-12 weeks before delivery. However when the delivery came in March, there was only one chair. I contacted Heals and eventually was told that there was a minimum order of 2 chairs, but there was an error on their website which meant the pricing and sales details were wrong. I complained and Heals offered me 10% off any subsequent order as an apology.

I have been in dispute with them since March, eventually they refunded me 15% off my original purchase and offered 15% off an additional order. This may seem reasonable however during the period of dispute Heal's have regularly offered 15% 20% and 30% on-line discounts and indeed the week after they offered me the 15% discount the same chairs were on sale at 15% off (as well as a reduced 5 day delivery). As a result I am very unhappy with their service and I do not accept this was adequate compensation for the inconvenience to me as it has taken so long to resolve the matter.

I have always held the company and their products in high regard but I will never purchase from them again.

Terrible customer service from Heals.

Purchased the Madrid Dining table and bench from Heals back in January. It took about 18 weeks for delivery, but the finish is poor, it has a big uneven holes and rough parts on the table top. The surface is so uneven that we can't put glasses down on the problem areas without them toppling over.

We called Heals immediately and sent numerous photos of the table. We've spoken to three different customer service advisors and exchanged over 20 emails and have been waiting for a Heals technician to call us to arrange to look at it for the last 2 weeks. When we chased it up again today, they have decided today that we live too far away to send someone out... so we're still waiting for a resolution.

Not the service you expect when you've spent £2500 on a table and bench! We will never buy from them again.

Ordered stackable bookshelves July 2018. Shortly after order was placed, I was asked to accept change in colour scheme which I reluctantly agreed. Advised that delivery would be fast - early Sept - as most items in stock. Nobody contacted me about any delay, Late Sept I emailed Heal's and was advised "order has fallen behind schedule" due "update from supplier" and revised to mid October. On 3rd Dec. I contacted Heal's saying "Terrible customer service in that I have to chase information about a long delay, but even worse that two months further on you haven’t contacted me again. It’s five months since I ordered furniture items you said would be here in two months. What’s going on?". I got a proforma response saying "someone will be in touch". No one ever got in touch. I messaged Heal's later in December saying "I still await a reply". No reply from Heal's. I contacted the individual with whom I placed the order who did reply. He could not help - no access to information. No further reply from Heal’s. Early Jan I got a delivery notice. Day before delivery I was sent list of items to be delivered – it included only parts of the order, crucially omitting the assembly fasteners so I’d have had a group useless boxes I could not assemble. I told them not to deliver til they had the full order. No reply from Heal’s. Mid Feb I was contacted saying “we are ready to deliver”. I phoned to clarify – but they were still pushing to deliver the incomplete pieces that could not be built. I refused delivery again. 3rd Mar, was contacted, message said “some of the items on your order that were caught up in our warehouse fire have now been discontinued”. I asked for an immediate refund. No response from Heal’s other than to say “we will process”. Now 11 days more, and am waiting for the thousands pounds Heal’s has had for nearly a year. The lack of any responses and the concealment of the true order status amounts to a continuous pattern of evasion all while they have kept my money. Dreadful dreadful company. Never buy from them.

Ordered a Tom Dixon table lamp with an expected of 3 - 5 days, Brilliant I thought. How wrong could i be. After a wk or so and still no sign of my delivery. I contacted the call centre to be met by an obnoxious and rude call handler who had no empathy or willingness to help oke iota, and abruptly informed me they couldn't take calls regarding delivery as they are a third party call centre used as an overflow and a call back on my order would take 3 days before slamming the phone down on me... 3days to answer a query regarding a missing order.

With no other option I sent an email who advised me that their has been a backlog in the warehousing and my item is in the queue to be processed with no indication to how long this may take.

7 wks later and many emails and empty promises along the way I find out that my item isn't even in stock, despite the website stating it was. It took 7 wks to find this out. And to make matters worse I'm told that the item has been discontinued, so I can't have it and will have to process a refund which will take 5 working days!

So here I am. 7 wks down the line, countless phone calls and emails, empty promises of compensation which never materialised, hundreds of pounds taken from my bank and nothing to show for it except a really bitter taste in my mouth

This whole process has been shambolic and is light years away from the thinly veiled front heals like to portray as a high end retailer.

A lesson learnt for future.