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“Avoid company; misleading product details and poor service”

written by on 27/06/2021

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.