HEAL'S Reviews 1.137

Yesterday, by mistake,I ordered a different version of a light fitting that I wanted. This morning I emailed the Customer services and had a very prompt reply - amending the order and organizing a refund.
Amazing service!

Avoid this company at all costs. Damaged stock and zero communication. No response in weeks to my emails about a damaged item.

I ordered a designer floor standing mirror from Heal’s, communications about delivery were good, the item was delivered on time and efficiently assembled.
However I subsequently discovered some damage and submitted a complaint. This was responded to on the same day and options to resolve the issue were offered to me. Heals customer service team (my complaint was dealt with by a single named person) replied very promptly to my emails and were helpful and courteous. I was happy with the outcome and very impressed with the professionalism of their customer service.

I bought am expensive carpet for £800 from Heal's it started to wear within 6 months. The advice given was to move it around so that it could wear evenly. No warnings were given when I bought the carpet that it would wear. No return was agreed. I had to dispose of the carpet after 12 months as it was so unsightly. Never will Inset foot in Heals again as a result of the poor customer service, and poor quality goods

Wanted to order Matera leather sofa and footstool on line in sale but system wasn't co-operating and wouldn't let me have the free footstool. We'd previously viewed the items at Redbrick in Batley and the on-site design consultants were very helpful there so I rang them. Darren Passmore walked me through the whole process including the interest-free piece and the items were ordered without fuss. Good work!

I ordered a rug from Heals on the 9th Sept due for delivery on the 17th Oct. Like others I was informed of a delay till the 1st Dec. I was then informed it was out for delivery on the 7th Dec.
After eventually getting to speak to someone I was called to inform me they wanted to deliver it on the 5th Jan whilst on the phone to Heals, what a coincidence.
I’m sure there’s rug is lovely but I won’t be receiving it as I have cancelled the order, as I just don’t believe this company had any intentions of delivering it.

1000860348

Helen Belcher looked after us from first arriving with architects' plans and no preconceived ideas right through to being onsite when everything was delivered and arranging aftersales attendance when a snag became apparent. It was only a small project but it's the small ones that often need the most care and attention as there is no space to be wasted. Helen certainly didn't push us to the expensive versions of everything and seemed even more cost conscious than we were. The main thing, of course, is that we are delighted with the outcome.

We did have an issue with our sofa but Heals responded very quickly and the issue resolved by a technician who could not have been more helpful and thorough

I bought a TV Stand, which, for reasons that weren’t HEAL’S fault I had need to contact Customer Services twice, over a period of almost 12 months. Both Enquiries were dealt with quickly and efficiently and both to my satisfaction.

I love Heal’s products, but unfortunately the delivery service has been very poor and significantly delayed. I have experienced this in the past but decided to give Heal’s another chance recently. Sadly, the same issue has happened again.

One day before the estimated delivery date, I received an email informing me that the order would be delayed by a further two weeks. This was especially disappointing as the item was intended as a birthday present — a picture frame for a photo I had made myself. As a result, I had to find an alternative at very short notice, just two days before the birthday.

Order number: 1000901783

So disappointed in the 'cafe' now at Heals I couldn't belive it tiny & not comfortable at all & hardly any food ! It used to be so lovely upstairs with comfy sofas I couldn't quite belive it.

Terrible. On multiple occasions with Heal’s I’ve ordered something and it gives you a delivery timeline on the website. Do not believe these as they are completely untrue - they fail to deliver for months. It’s actually appalling and I don’t know why I ordered with them again!

Ordered a lamp on 1 December and paid an extortinate amount for delivery. The lamp was marked as in stock when I made the order. When I track it it still shows as shipment being prepared. Called customer service who said she would call me back after speaking to the warehouse but she still has not called me back. Wish I'd read the reviews on here before purchasing. Heals used to be brilliant but what on earth has happened to their customer service? It's appaling.

Order placed 20th November, zero correspondence post being placed. When contacted, an alleged £10 was outstanding, hence item being on 'hold'. Balance was 0, no reason for item to be held. Internal IT issues to blame. Item was prioritised to be delivered 8/12/25, no surprise this was never actioned. Senior management contact sought, again, no surprise this was never forthcoming. Item now to be delivered 17/12/25, almost a full calendar month from point of purchase. An absolute shambles.

I visited Heal's store to purchase a Lamp. Payment was made in full and I was told there would be a 4 - 6 week wait for delivery. On contacting the Store 6 weeks later to check on progress, no record of my order could be found and was asked to provide proof of purchase. Fortunately I had kept the receipt and sales note and was able to e-mail customer service. After some chasing over the next few days and being passed around 6 people I was eventually given two options, either cancel the order or to continue as the lamp would take an extra two weeks to be delivered. I didn't want to cancel, the item was then ordered and I was sent an e-mail stating that it would now take up to another 6 weeks to be delivered. Heal's has not provided me with an apology or admitted to making a mistake for not having placed the order when I made the purchase. I find it unbelievable that having personally visited the store, Heals' held no record of my purchase and that I had to provide proof. I find it incredible that a company such as Heal's can treat customers in this way. I am now waiting to see if the lamp will materialise within the next 6 weeks. Although the store has many wonderful items I have lost any confidence in making future purchases.

Excellent customer experience in the Red Brick Mill store today with Darren. The sofa won't be available for a couple of months, so unable to review the product at this time, but we already have several Heal's items in our home and we're very satisfied.

We ordered two beautiful bedside tables, which were absolutely stunning when they arrived. Unfortunately, one had some marks on the top, and so we got in contact straight away. Raymond was excellent in issuing a replacement, keeping us updated and expediting the replacement, straight away.

For me personally, this is what is lacking in so many businesses today, is care and quality fo customer service; between this and he quality of the furniture, I would not hesitate to recommend.

Extremely disappointing experience with Heal’s. I waited over six weeks for my lights and kept getting the same vague excuse about “supplier issues.” No ownership, no real updates, and absolutely zero empathy.

The customer service was honestly rubbish — unhelpful, slow, and completely disconnected from the frustration caused. When you’re a premium brand charging premium prices, the least you can do is treat customers with respect and communicate properly.

The service is shockingly poor. I won’t be ordering from Heal’s again.

I recently bought some small items for my home. The ground floor of the Tottenham Court Road store has a lovely variety and display and you could spend hours in there ! The staff were knowledgeable , friendly and also approachable.

I’m really disappointed with my recent order and delivery experience.
• When I placed my order, I received a notification that delivery would happen on 18 November.
• I immediately contacted customer service and clearly asked for the parcel to be delivered to my concierge, not left in front of my flat door, as I would not be at home that day.
• They confirmed in writing that my instructions would be followed.

A few days later, I received another notification saying that only one of the two items would be delivered on the 18th. That raised concerns, so I emailed customer service asking very clearly:
1. Will both items be delivered on the 18th?
2. If not, when will each item be delivered?

The reply I received was vague and simply stated that the items are part of the same order and will be part of a partial delivery. My question about dates was not answered at all.

I replied again, repeating the question about whether both items would arrive on the 18th and, if not, what the delivery dates would be. I have received no response to that email.

In the meantime, I then received a notification from DPD saying a delivery is expected for 13 November, not the 18th. DPD also asked me where to leave the parcel if I’m not at home – which shows that my original instruction (“deliver to concierge, do not leave at the door”) was clearly not passed on to the courier.

So right now:
• I still don’t know when each item will be delivered.
• My delivery instructions were ignored or not communicated properly.
• Customer service replies have been slow and have not actually answered my clear, simple questions.

Overall, this feels like very poor service and very poor coordination between the shop, their customer service, and the courier. This is not what I expect when I order from a professional retailer.