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“Poor. Poor. Poor”

written by on 12/12/2015

Heal's is an iconic name which is quickly becoming tarnished. It offers a first class product but this is not matched a first class customer service. Situated at the high end of furniture retail it should be five star but it is difficult to offer it any star. It appears to be purely interested in transaction rather than customer experience. How will businesses survive and thrive. First having an excellent experience but just as important valuing the customer, offering excellent customer service, and creating a relationship whereby the customer wishes to return. The best form of advertising is personal recommendation and sadly I cannot recommend Heals. Unreturned phone calls, conflicting information, incorrect information, evasive, unhelpful, the list goes on..... The website offers a customer service number but this is incorrect - it is a reception telephone number. It does not matter what time you telephone there will not be anyone to speak to. No complaints process, lack of understanding of service recovery, no escalation procedure, poor training. Heal's needs to gets it's act together!