Heal's Reviews
Based on 20 customer reviews and online research, heals.com has a consumer rating of 3.0 out of 5 stars, indicating most customers are generally satisfied with Heal's.
5 Stars(9)
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4 Stars(1)
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3 Stars(0)
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2 Stars(1)
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1 Star(9)
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How would you rate Heal's?
Top Reviews
We ordered a Ligne Roset Prado sofa from Heals and waited 4 months for it to be delivered and then things just went disastrous. First, there was a rip at the bottom of the sofa, then the size was wrong (listed as depth 87cm but was actually 120cm). The backrest/cushion was also not delivered. This sofa is basically a bed without the backrest/cushion. We still tried to work with heals as we really cannot bear to wait another 4 months for a sofa and also because they were the cheapest retailer for this sofa model. Then began a 2 week process of trying to get the rip fixed (which was done to be fair) and locating the missing backrest. There's constant emailing and calling on our part and barely any response on theirs. Getting through to customer service is really difficult and most of the time you end up in the "overflow" team - people that takes messages for the customer service team and nothing else. If they had the manpower to man an overflow team, why can't they just do the customer service work? Finally after 2 weeks we were told that we didn't order the backrest?! So now we know why heals was cheaper than other retailers for this model - they sell the backrest separately from the sofa base!!! This clearly a mean spirited bait as this crucial information is in a tiny corner of the listing and the photos, of course, show the full sofa with backrest. In fact, the backrest is not even listed on their website. We asked how much is the backrest - their answer: we will get a quotation from Ligne Roset aka they don't even know. This sofa is already £3000+. I really shudder to know the cost of the backrest which they sell separately and POA. In the process of trying to get a refund. Probably more nightmare waiting to happen as judging from the other reviews on this platform.
Paying money for nothing. I bought a corner sofa and I had to pay the whole amount upfront. Because that sounded bizarre to me, I asked about the return policies but no one told me that I have to pay one forth of the price to give the sofa back if not done within 48 hours from the order, regardless the delivery date was in two weeks. This is ridiculous policy and is only for the company to make money against their clients. All the other companies offer full refund 14-30 days after delivery if not happy. Finally the sofa was too big to turn the corner in the entrance of my living room and I had to return it. It was only then that I realised that I had to pay £400 and the delivery fees for nothing. The sofa was returned packed. It is a shame for an expensive company like Heals to ruin their reputation by making money against their clients. I would not recommend buying from Heals unless absolutely sure that by no means you will not return it.
All Customer Reviews (20)
Repeated fabulous and helpful customer service demonstrating an understanding and flexibility rarely seen in today's "computer says no" corporate culture. There are people at the heart of this business. Love it.
We bought a light oak tower shelving unit from Heal’s. Excellent quality. We use it as a room divider and for lp’s / plants etc. Looks really nice. Solidly built. Heavy oak shelves. Delivery was bang on time and the guys were very helpful and polite. Very good service all over. Very happy.
We ordered a Mistral sofa with our own choice of fabric from the wide range on offer in store. We found in-store service to be efficient and helpful. Our sofa took a while to be made (as we expected), but we were kept up to date with projected delivery times and given plenty of notice before delivery so we could get our space ready. The sofa delivery was fine and we are delighted with the quality of the piece. Unfortunately after delivery, we spotted a small tear in the fabric but Heals were excellent in dealing with this – sending out technicians to take a look and undertake a repair. We are very happy with our purchase and the service we received from Heals.
I placed an order in December, it took until February for it to turn up. When it arrived, one item was missing and 2 items were damaged. I was offered a partial refund on the damaged items and told a replacement would be sent for the missing item. I agreed to all that. One week later and still waiting. Overall not a good experience so far... I expected better service from Heals
I can't comment on the customer service received during sales as I bought my sofa second hand on Ebay, however I feel the need to write a review regarding their after sales customer support. When putting the sofa together I noticed 3 missing screws which the Ebay seller could not find. I contacted Heal's through their online chat function, to find out what type of screws they are, and if/where I can purchase them. The response came very fast (on a Friday evening) from the Westfield store manager Nikki, who very kindly offered to send me the missing screws free of charge. The screws have arrived today (Tuesday) and I couldn't be happier with the speed and efficiency of their service.
I purchased Oswald sofa-bed in blue and an Orthopaedic mattress over the past year and both times Heal's sent an order confirmation and a follow up and the deliveries had been on time (mattress even arrived 2 weeks earlier). I am very pleased with it, great quality products. The sofa-bed looks stunning and is very easy to fold/unfold. The mattress is very firm but this is what we were looking for.
The Heals customer service team have been amazing! I’ve tested their patience over duvet sizes and there’s been quite a bit of communications and deliveries but we got there in the end and they couldn’t have been more helpful. Thank you!
Purchased 4 velvet cushions and a vase from Heals on 18th Nov. Delays and more delays until I finally get an email stating the vase is out of stock on 31st Dec and then cushions finally arrive on 9th Jan. Cushions are packed in cardboard box which is saturated in the rain and are very poor quality. So now I have to send back and yes, having expressed my absolute dismay they will collect for no charge, but I will never shop with Heals again. What a shame - I used to love the store, but so many reviews are of awful customer service!
I recently purchased bed linen from Heal's, my order arrived with one item incorrect. I contacted customer services who promptly replied, collection and receiving the correct item happened the next day.
I purchased some tea-cups in November as a Christmas present, on Boxing day one cracked after hot water was poured in, no biggie really but a bit annoying. A note to Heals and Joseph (might be his real name?) organised a replacement to be sent out. Can't ask for more than that, friendly, polite and swift.
I needed to return a lamp that I had purchased which I no longer required. I telephoned the Customer Services who gave me the email address to send my query to and I then received an email from a gentleman called Josepth who was most helpful. Would recommend Heals again due to their excellent aftercare service.
Absolutely Awful. Ordered a light 4 months ago and after following up multiple times and being told it will arrive in a few weeks, it gets delayed yet again. Now it is looking like it will be delayed another month and will not arrive in time for Christmas. Our living room has been without a light for months now as every time we expect it to be here it gets delayed. They never notify you it's been delayed but only after chasing them multiple times do they tell you. The most infuriating thing is that for months now, they still sell the item on the website "ready to ship in a few weeks" which is a complete lie. Honestly will never buy from them again after this.
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