Heal's www.heals.co.uk Reviews
Latest Reviews
★☆☆☆☆
“Very bad customer service”
Written on: 15/03/2013
We have recently purchased a sofa through Heals. The first branch had the wrong measurements printed in their in store leaflet, the second store couldn't find a member of staff that knew anything about the product. Getting any detailed information out of their staff has been shocking. Emails very slow to be returned. For the amount of money we are spending with the store I had expected better. (read more)
Visit heals.co.uk
★★☆☆☆
“still waiting”
Written on: 15/03/2013
Misled about delivery dates. Confusion over invoicing. Still waiting for delivery (read more)
Visit heals.co.uk
★☆☆☆☆
“Awful service, receptionist was rude.”
Written on: 21/02/2013
I cant believe it, I called to make a complaint because my furniture arrived damaged and the receptionist hung up on me. I called back and when I said why would you hang up on me she laughed and did it again!!!!!! I tried calling back about 20 times but no answer?! (read more)
Visit heals.co.uk
★☆☆☆☆
“Haven't fullfilled my order and failed to contact me”
Written on: 12/02/2013 by spooniemoonie (1 review written)
Their customer service is non existent. I have called and emailed them about an order which hasn't materialized, cannot get through to a human and I get no callback when leave voicemail and no email reply, not sure how I supposed to find out what is going on? (read more)
Visit heals.co.uk
★☆☆☆☆
“Atrocious customer service”
Written on: 09/02/2013 by Kipperfoot (1 review written)
Having already been ignored for a previous order gone wrong, I decided to give them a second chance recently. Third time lucky? I won't give them the opportunity. Countless emails have gone ignored, nobody has ever answered the phone or returned my voicemails. The most frustrating customer experience of my life & I've flown Ryan air. If everything goes to plan, heals sells great products but if you have any difficulties they will not be resolved as it is impossible to contact anyone at the... (read more)
Visit heals.co.uk
★★★★☆
“Very capable staff, efficient service”
Written on: 04/02/2013
I bought furnishing fabric in-store during the sale period. The choice of fabrics and sources is fantastic - discount was reasonable 20% - more would obviously be welcome. I took several visits to decide and the staff I met were all very helpful and well-informed; one worked out how much I would need, one showed me an example of same fabric on furniture in-store, so I could decide on seams. Ordering final choice was simple - and the fabric arrived in less than a week. Later opening hours on... (read more)
Visit heals.co.uk
★★★★★
“Collecting furniture from Kings Road Store”
Written on: 02/02/2013
The staff were so helpful, due to no parking outside their store in Kings Road, the staff asked me to call just before I was collecting furniture from the store, they waited for me and loaded up my car...brilliant service! (read more)
Visit heals.co.uk
★★★★★
“emails with discounts”
Written on: 01/02/2013 by Collett67
My last three purchases at heals instore have been made because of the emails i received with extra promotional discount. I have literally gone instore selected the items I had been thinking about for some time and either quoted my email address or promotional code and saved alot of money. bought a beautiful designer mirror, new bedding and coat stand all of which I am extremely pleased with, both in quality and looks. So please keep sending those promotional emails, as there is more... (read more)
Visit heals.co.uk
★★★★☆
“service / customer focus / suitability of the product”
Written on: 01/02/2013
love the personal service, whether you call in personally or telephone. The web site and follow up is superb in our experience, extremely reliable. Loads of personal touches whenever speaking with sales [ public facing ] Heals people ; all of them good and helpful and never getting anywhere near creepy or over-helpful. But for us, with 400 year old converted barn, not much of the product actually fits in well in our home. When it does , it's great ! (read more)
Visit heals.co.uk
★★★★☆
“Heal's Shoe Storage Unit - Good but takes time to assemble”
Written on: 01/02/2013 by TimStansfeld (1 review written)
We bought a shoe storage unit in Heals - 10% off in the sale - so £350. It came flatpack requiring self-assembly. Now I'm not scared of self-assembly (time spent making Airfix kits as a boy has its uses), but this really is quite challenging. Instructions suggested it would take one person 30 minutes to assemble and fix to the wall. In fact it took two of us well over 2 hours. The unit now looks great and does the job we wanted - but I couldn't recommend it to someone who has never... (read more)
Visit heals.co.uk
See next 10 reviews
Showing 1 - 10 of 47 Reviews
★☆☆☆☆
“Poor Customer Service”
Written on: 01/02/2013
I wanted to buy a lamp-shade in the shop but there was no stock in Tottenham court road or any other Heal's in London so had to order on-line and incur a delivery charge. Shade was too small for room. Tried to return to store but couldn't get a refund because i ordered it on-line. I obviously hadn't read the small-print about returning on-line items. Why can't online items be returned (and refunded) in store like most other high-street stores? Tried to contact customer services to arrange a... (read more)
Visit heals.co.uk
★★★★☆
“Good products and service, but expensive delivery”
Written on: 01/02/2013 by rosmac
We bought a well made guest bed, reduced in the shop to below £1000 so delivery costs of £50 were incurred. We live a mile from the shop but not necessarily from the depot, but the charge seemed a bit steep. The delivery team arrived on schedule but would not assemble the slide-out bed base as one or two slats were warped and an order was made for replacements. Our regular builder/handyman, waiting for plaster to set a few days later, assembled the base without any problem, so we... (read more)
Visit heals.co.uk
★☆☆☆☆
“Christmas Sales price were marked up from catalogue”
Written on: 01/02/2013 by babodonk (1 review written)
At the Christmas sales, I purchased a bed-frame, with mattress, and matching bed-side table. We thought we were receiving 20% off as advertised, plus 10% for having Heals card. We went home happy, and took a catalogue with us which was distributed throughout the store. However, upon arriving home, we checked the catalogue and discovered that the original prices in the catalogue had been raised 20% so after the sale of 20%, we had purchased the furniture at similar prices to the catalogue, 1... (read more)
Visit heals.co.uk
★★★★☆
“Excellent service, lovely product”
Written on: 01/02/2013 by Southlondonshopper (1 review written)
I ordered an Anglepoise lamp (with 15% off!) and new dinner service from Heals and was very pleased on both counts. The customer service team were polite and helpful when I had to speak to them and my order arrived promptly and well packaged. I will definitely be shopping at Heals again. My only minus point is that delivery is quite expensive, but was well worth the cost on reflection (read more)
Visit heals.co.uk
★★★★☆
“Superior Quality!”
Written on: 01/02/2013 by s020945 (1 review written)
I recently purchased the Moss Stitch Throw from Heal's and I have to say, I'm incredibly pleased with the quality of this product. It was quite an expensive purchase but for the size and the quality of it's construction, I think it's definitely worth it! The super soft knit feels very luxurious and it's perfect for keeping warm on the sofa! (read more)
Visit heals.co.uk
★★★★☆
“Quality Furniture”
Written on: 31/01/2013 by RosyD2 (2 reviews written)
Bought some Westbury furniture at discount and am pleased to say the quality of the furniture is excellent. Compared to the furniture I am replacing I know why Heals has the reputation for quality. Delivery could be more flexible but furniture worth it But the craftsmanship and style of Heal's furniture is high. Will be choosing more select items from them in the future (read more)
Visit heals.co.uk
★★★★★
“Unexpected bargains at Heals”
Written on: 31/01/2013 by It1111111
Amazing value from Heals - really surprised to great some lovely seletti stuff at a great price Website easy and quick - would recommend (read more)
Visit heals.co.uk
★★★★★
“Does what you expect”
Written on: 31/01/2013
Good quality product & prompt delivery. Will be shopping with them again. (read more)
Visit heals.co.uk
★★★★☆
“Good Online Experience”
Written on: 29/01/2013
I bought a woodland sunflower rug online and everything came as expected. Delivery and customer service that you would expect from a company like Heal's. It definately had me browsing more on their website knowing I can expect the same again. (read more)
Visit heals.co.uk
★★★★★
“New favourite shop!”
Written on: 25/01/2013
Got a few bits from Heal's for Christmas presents and it was so easy - loads to choose from and in the sale too! There was a great buzz around the store and the staff were really friendly. Got my eye on a few bits from the website for myself. New favourite shop. Will be recommending to friends and family. (read more)
Visit heals.co.uk
See next 10 reviews
Showing 11 - 20 of 47 Reviews
★☆☆☆☆
“Very poor customer service”
Written on: 25/01/2013
Ordered 2 chest of drawers at £1600 on 11 weeks delivery. That has now passed. The website says that delivery out of area takes 2-3 weeks but I cannot contact Customer services to find out if this is on top of the 11 weeks. They have not responded to my e-mails and I have left several messages to call me back which they have failed to do. After perseverance and many calls I did get to speak to one person (male) who said that they were due to pick the furniture up from the manufacturer but... (read more)
Visit heals.co.uk
★★★★★
“Donna Wilson Cushions”
Written on: 25/01/2013 by Don147
I bought two Donna Wilson cushions in the latest sale. Excellent quality, excellent price and very prompt delivery. (read more)
Visit heals.co.uk
★★★★☆
“Great place to shop”
Written on: 24/01/2013 by Happy_shopper1000 (1 review written)
Been a big fan of Heals over the years. The store always looks great and the displays are inspiring. I work nearby so love browsing the store during lunch or after work. Good range of product online too. Have picked up some bargains recently in their Winter sale. Staff in general are helpful and polite. I like to check out the latest designer pieces. Some things are a bit pricey but good investments. (read more)
Visit heals.co.uk
★★★★☆
“Love Shopping here”
Written on: 15/01/2013
I have always loved shopping at heals. the sales assistants are really helpful & knowledgeable and the products are really good quality. you can always find something different. (read more)
Visit heals.co.uk
★☆☆☆☆
“Shockingly poor service!”
Written on: 13/12/2012 by Strand16
Two weeks and no reply to customer service enquiry/complaint of broken light. Would never spend another dime at Heal's. Why would I buy anything expensive from here after I can't even get a response on a lightbulb! (read more)
Visit heals.co.uk
★☆☆☆☆
“Rubbish customer service”
Written on: 25/09/2012 by cockneygirl
Ordered 4 chairs in store a total of £1300. We were asked if the chairs were for a wood floor so that the legs would have felt pads. When delivered the chairs have glide pads suitable for a carpet. The chair does come in both options as I checked the full (not Heals) website. And the chairs are slipping all over the kitchen floor. I call the store - no answer in customer service and finally talk to someone on the floor, to be told that there is no one in customer service, everyone is in... (read more)
Visit heals.co.uk
★☆☆☆☆
“3 Months to deliver a small kitchen table and four chairs”
Written on: 21/08/2012
We ordered a small kitchen table and four chairs from Heals at the begining of July. When I enquired about it beginning of August I was told that I have to wait until the end of September to receive it. When I bought it nothing was mentioned about delivery timescale. (read more)
Visit heals.co.uk
★☆☆☆☆
“Terrible Customer Service”
Written on: 05/05/2012 by TheoC (1 review written)
We ordered a modular sofa from Heals making up an extra large sofa. The delivery time was 3 months because it would be custom built for us according to our specifications. When delivered it was as if the two parts were from 2 different sofa orders. There was nothing custom about it. To date we have received 3 rude letters from Heals. In all 3 letters they fail to mention the full facts, setting out selective facts to suit their position that they are right. They have refused to fix it... (read more)
Visit heals.co.ukTheoc's Response to TheoC's Review
Written on: 20/10/2012
Customer Service is non existent. If they want to be at the high end, they need to act like professionals.
Update: Following the publication of this review the manager replied promising to be in touch asap. That was in May, we are now at the end of October and we have not had a single communication from Heals. Our sofa still remains as if we had bought it from 2 different car boot sales.
Reply to this comment
★☆☆☆☆
“Heal's Misleading Delivery Terms & Appaling Customer...”
Written on: 16/03/2012 by dsr321
I ordered 4 Park Lane Wall lights from Heal's at 4.30pm on Wednesday and paid extra for priority delivery 1-2 days as I have an electrician coming to install on Monday. I have just received an email today (Friday) to say my order has been processed and if I want to track the status of the order then I can follow the link which then states, no tracking found. I called the helpline and after several minutes waiting was connected to a sales assistant who had clearly dealt with customers with... (read more)
Visit heals.co.uk
★★☆☆☆
“Poor experience all round”
Written on: 05/03/2012 by Lorient76 (2 reviews written)
For a fairly high end retailer, Heal's could do a lot better with it's service. We ordered some lights that we were told could take up to 6 weeks to deliver. After 7 weeks without news we contacted them to enquire after them only to be told they had been delivered 3 days after we ordered. When we said we hadn't received them they said they would check it out and get back to us in two days. After 4 days without word, we then received the lights by courier without explanation. Having waitied... (read more)
Visit heals.co.uk
See next 10 reviews
Showing 21 - 30 of 47 Reviews
★☆☆☆☆
“Appalling 'customer service' from Heal's.”
Written on: 17/01/2012 by MattyBur (1 review written)
I was in the Tottenham Court Road branch of Heal's on 2nd Jan this year and noticed a very nice, large, clock in the sale, reduced from £200 to £160, so decided to buy it. Because I didn't want to shlep it around with me for the rest of the day, and home again, I opted to order it online, using the store's own web kiosk, on the advice of the sales assistant, who even gave me a promo code to waive the delivery fee. The website said the clock was in stock and would take 1-2 days to be... (read more)
Visit heals.co.uk
★☆☆☆☆
“Terrible customer service ”
Written on: 04/11/2011
A friend purchased a picture for me, it was delivered to me (late). I wanted to return it but she didn't have the invoice having moved abroad. Heals has a copy, had evidence that it was delivered to me, but woudln't excahnge it because I didn't have the customer copy. The person I spoke to at Heals was rude and I got the impression that they wanted to go out of their way to make sure I couldn't return it. (read more)
Visit heals.co.uk
★☆☆☆☆
“Haven Bedroom furniture-what a disaster”
Written on: 20/07/2011
We ordered a 5 piece range of Haven bedroom furniture from Heals in January. We paid for the order in full as this is a condition of online ordering. We have now been waiting 7 months for our order to be completed and have been told not to expect the remaining pieces until September. Customer Service has been shocking with no communication or apology. Heals seem to think that they are the injured party in this, telling us that we have to understand how difficult it is for them to hold onto... (read more)
Visit heals.co.uk
★★★★☆
“I love going to browse around the local Heal's store....”
Written on: 17/04/2009 by speakout (86 reviews written)
I love going to browse around the local Heal's store. Everything is set out beautifully and they always have very eye catching window displays. I have been an avid fan of the brand and store since I bought a new property in 2003. Having lived in a flat before but never had the money to furnish it as I would have liked, I made a decision that for my new place I would only buy what I really wanted and would save until I could afford it this time round! No more Ikea for me... well not all! The... (read more)
Visit heals.co.uk
★★★★★
“ A fantastic range of products is available, from...”
Written on: 03/04/2009 by LDav (4 reviews written)
A fantastic range of products is available, from affordable design, to high end brands, Heals has something to offer all price ranges. I've been visiting their store on and off for the past 20 years.
After trawling through the likes of DFS and other budget retailer I decided to have a look online, (I've recently been forced online by my Son, and have found the experience quite liberating) the heals website was very clear offering information on most of their ranges.
Finally after...
(read more)
★☆☆☆☆
“I bought a wall clock which arrived in wrong color....”
Written on: 06/04/2011 by Tizi (1 review written)
I bought a wall clock which arrived in wrong color. replacement arrived in wrong colour too. I called customer services and found out they had just changed the colour of the clock on the web site so they asked me to provide where I had seen a different colour!!
I will see for legal advise.
DON'T BUY ANYTHING FROM HEALS!!!!!
(read more)
Leew99's Response to Tizi's Review
Written on: 11/12/2012
Used to work for them. Prior to that I used to shop with them. The CEO languishes in Italy and swans in from time to time when the mood suits. The company treat their staff like children but demand high standards...unfortunately it's policies are all about screwing everybody -staff and customers alike. Staff get told off every morning if they haven't conned enough people into signing up for its website. Used to love Heals but not anymore...thank God I don't have to work there anymore. Give me John Lewis anytime.
Reply to this comment
★☆☆☆☆
“Do not order from this company. I ordered a toilet...”
Written on: 20/10/2009
Do not order from this company. I ordered a toilet brush which fell apart after a few weeks. They ignored my emails and it was a nightmare trying to get a refund from them. One person did sort out the problem in the end but there is a lack of customer service and they are very difficult to deal with. (read more)
Visit heals.co.uk
★☆☆☆☆
“I purchased a Bibliotheque bookcase from Heals in...”
Written on: 22/05/2009
I purchased a Bibliotheque bookcase from Heals in April and experienced a "lack of good customer service throughout from sales to fitting" which is "not what you would expect from the Brand at the level in the market", using direct quotes from their own Customer Services Manager.
At the point of purchase, the sales assistant made errors with the codes of the items being purchased. Regarding delivery of goods, he requested that I contact the warehouse directly to arrange a date - I raised...
(read more)
★☆☆☆☆
“I am seeking reimbursement from Heals for loss of...”
Written on: 22/05/2009 by ashv (2 reviews written)
I am seeking reimbursement from Heals for loss of earnings and am seeking advice from the Furniture Ombudsman and through legal channels. (read more)
Visit heals.co.uk
★★★★★
“Love the new heals site... nice design, simple to use...”
Written on: 23/04/2009
Love the new heals site... nice design, simple to use - great for shopping inspiration and those special finishing touches (read more)
Visit heals.co.uk
See next 10 reviews
Showing 31 - 40 of 47 Reviews
★★★★★
“Heals new website looks great and is really easy to...”
Written on: 23/04/2009 by MB101 (2 reviews written)
Heals new website looks great and is really easy to use still have loads of lovely products you'd expect from Heal's (read more)
Visit heals.co.uk
★☆☆☆☆
“dissatisfaction at the poor level of customer service...”
Written on: 17/03/2009 by jennacwatt
dissatisfaction at the poor level of customer service I have consistently received from Heal's. I have ordered items from your online store on three separate occasions over the last year. On each of these occasions, the order sent to me has been entirely incorrect. On the most recent occasion, I actually received an empty box.
On one of the occasions, after waiting another week to receive my 'correct' order, which ended up STILL being wrong, I had had enough and decided to keep the...
(read more)
★☆☆☆☆
“I ordered a clock from Heals in the summer which took...”
Written on: 15/12/2008 by Flo1969 (1 review written)
I ordered a clock from Heals in the summer which took 6 weeks to come. I made several phone calls and was given different information each time, all delivered with a seemingly large dose of indifference. I foolishly ordered from them again. A month passed and the order hadn't come through so I queried it. I was told that 2 of the items were in the warehouse and they weren't quite sure why I hadn't received them. They got delivered to me in the 5th week. Then I queried the 3rd item. It... (read more)
Visit heals.co.uk
★☆☆☆☆
“I ordered an item that said stock would take 1 to 2...”
Written on: 10/11/2008 by kernow1 (1 review written)
I ordered an item that said stock would take 1 to 2 weeks. One week after my order the status was still backordered despite the website now saying 'in stock'. One more week passes...still received nothing. I then called the expensive 0870 customer services line after three weeks in total and they said that there was some error and my order would be shipped asap. After FOUR weeks the order status still reads 'backordered', I've just called again today and they will apparently call me... (read more)
Visit heals.co.uk
★☆☆☆☆
“Upon querying with Heals if we could return some items...”
Written on: 23/07/2008
Upon querying with Heals if we could return some items outside of the 28 day policy that were still sealed in their original packaging the customer services team said that this was fine and we have this in writing. When we then paid for postage and sent the items to the depot they then refused to accept the items and when queried claim that they cannot do this. When we then challenged the customer services they basically said that they are sorry they gave us the wrong information but tough!... (read more)
Visit heals.co.uk
★☆☆☆☆
“I think for its brand image its service is very poor....”
Written on: 16/07/2008
I think for its brand image its service is very poor. Does not seem to have basic customer service software to allow it to efficiently track issues and return calls. (read more)
Visit heals.co.uk
★★★★★
“Heal's is a really good online shop that I would...”
Written on: 12/05/2005 by sportdonkey (30 reviews written)
Heal's is a really good online shop that I would recommend to anyone. I've used their highstreet store before so was reasonably confident that the online experience would be fine. It was I got my goods on time and delivered for free (because I spent over £30). Probably the best online shop there is for home and garden stuff. (read more)
Visit heals.co.ukoverview
heals.co.uk
Top 5 Online Department Stores
To calculate the top 5's we take the following factors into account:
Top 5 Online Department Stores
To calculate the top 5's we take the following factors into account:
• All the star ratings the company/product has received,
• The number of reviews
• How recent the reviews are
As rated by real users
-
1. Millys Kitchen Store www.millyskitchenstore.co.uk
371 reviews read latest review -
2. Amazon - www.amazon.co.uk
397 reviews read latest review -
3. Havens - www.havens.co.uk
142 reviews read latest review -
4. Opentip.com www.opentip.com
170 reviews read latest review -
5. House of Fraser www.houseoffraser.co.uk
143 reviews read latest review
Useful Info
-
Frequently Asked Questions
Latest Reviews in Online Department Stores
-
Trade Services - www.trade-services.org
"Don't send any money to these ..." Read More
-
Millys Kitchen Store www.millyskitchenstore.co.uk
"Cheapest plates on net" Read More
-
Very www.very.co.uk
"Disgusting charges policy!!" Read More
-
Opentip.com www.opentip.com
"No returns" Read More
-
True Shopping www.trueshopping.co.uk
"Cheap but nasty" Read More
Latest items in Online Department Stores
Babodonk's Comment
Written on: 01/02/2013
Very similar experience to myself with the Heals furniture department, so I would agree with this review. I rang Heals twice a day to get answers to my problems, and was constantly reassured I would get a call back. I never received one call back or one email, until I threatened to cancel my order and was complaining on twitter.