March 2024 by Tom Reader
Shambolic online ordering experience... Delivery has been delayed months. Keep getting told it's coming and nothing arrives. No wonder Amazon is killing these old high street stores who can't even get the basics right...
November 2023 by Vanessa Verron
I wish I could give zero stars and that I?d read the reviews before ordering from Heal?s. The order was a wedding gift that was never delivered, and took Heal?s over 3 weeks to ?investigate? when I demanded a refund they said they were unable to do so as they were still « investigating ». When I called the support, I was told this was an issue with their system, which I have read on other reviews here and seems to be a pattern!. Not what I?d expect from a brand like Heal?s. This is a slow death in this day and age of e-shopping. Sort it out Heal?s!!
October 2023 by Emir Hassan
Not the store it use to be. Now occupying 2 floors of this beautiful building. A good selection of overpriced quality items. A bit cutback in the furniture dept.
October 2023 by Milan P
After few purchases, I made another purchase at the beginning of July with the promise that the item to be delivered by 23rd August. The time has passed, no update from the company has been received.I contacted Customer Service line twice since and I was told by the employee that she didn't understand why I never received the item while I was being promised to receive an update. Obviously, until today, no one cared to get back to me, not sure if I am ever going to see the item. Sadly, one more store less to shop at.
October 2023 by John Hall
Do yourself a favour and please don't shop here.We ordered a Sofa in November last year and were informed by the sales staff in store that there were delays on the item, the system showed around 6month but this was the case with all of this type of furniture so we accepted it and went ahead with the order.When we got past the due date end of May, I checked the order and it stated mid-late September (another 4 months delayed). I called customer services and they confirmed the delay and said I should have had an email, but nothing was communicated.As an apology they offered us a gift card which I though was generous, however whenever I tried to use the gift card to buy anything online it wouldn't work. I tried several times to via call and email to sort this out and they just kept saying it should work but it didn't and it was never resolved.Finally last week we received an email to say the sofa was ready, could we call customer services and settle the remainder and then they would arrange delivery? We were in town so went to the store at the weekend to do this in person; the sales staff wasn't much help at all, said the department used to be upstairs and now its moved (it's still in the building just downstairs now). Wanted to then know who I ordered the sofa from (I don't remember his name, this was 10months ago). I even offered to go to the other department as she seemed like this was all too much effort for her. After disappearing with our order number for a while she returned and said it won't come up in their system and the person that made the original sale no longer works there. As it had been such a long time (not our fault) we needed to ring customer services.Monday morning I call customer services, who then need to call me back because their system wont boot up. I finally settle the bill and I'm told their delivery partner will be in touch within 48-72hrs to arrange a delivery date - exciting! 4days later and nothing, so I call again, they checked and their system had not released the order to the delivery partner. So I've been told again that I now have to wait for the delivery partner to be in touch and they don't know how long this will take.As I sit writing this review I'm hoping 'their system' has processed it this time and we might get the sofa sometime this year, that would be lovely since they now have several thousands of my pounds, and I'd very much like the new sofas so we can finish setting up our living room. I've almost forgotten what it looks like, so It'll be a real treat when it does turn up.I really hope there's no issues with it when it does finally arrive, I'm not sure I can deal with anymore awful customer services and their system that never seems to be working.Please save yourself some stress and buy your home items elsewhere.
October 2023 by W.H. Louie
Terrible delivery times, I shopped online before waited for months for simple furnishings to arrive just to be damaged.In-store shopping experiences get worse every time we visit. New expansion into the old Habitat space was nice, but most, not all, staff really seem to be enjoying their time and totally ignore customers? existence.This is particularly bad in the basement level. They just chatted away as if everyone was passerbys. Literally, chatting and gossiping, not work talk, while leaning on furnitures. This wasn?t a singular incident either, it happened multiple times with different parties. It was very sad to see a place with so much to offer become so poorly managed.
September 2023 by William M
Update - Thanks to a nice CS lady, I managed to get my refund. It was a bumpy ride but I am glad this is finally resolved!Late August - Having massive issues with their CS. Started the refund (£?2,300 worth) process on 2nd August (sent them several emails in between to follow up) but didn't hear anything from their CS at all. So I called their CS hotline on 23rd August, a CS person promised to reply my email and kick start the refund process officially. 24 hours passed and AGAIN noting from them.
September 2023 by Salman AlSabah
Jennifer was really great at helping us find a pendant light. Amazing selection and quick delivery.
July 2023 by mahbs __ (Mahbs)
Went to order a new table and chairs.Service is great, nicely efficient and well spoken staff.Gave me all the information I needed to order.This place is a bit pricey and the lead time on large bits of furniture are in the range of 10-15 weeks eg. My solid wooden table and chairs.
July 2023 by Simon Cooney
Heals is one of the originals that stocks the full gamut of tasteful home furnishings from tableware to furniture. The staff are very helpful and informed about everything sold. I go in every few weeks and I do not see many customers. Pls shop here and keep this iconic shop open.
July 2023 by Hugo de Waal
Update: They have just sent me another email telling me my order will be delayed by a further 2 weeks. It is likely they might send me another email in a week informing me of another month long delay. This is scamming, please listen to me and never buy anything from this shady company.3 weeks delay. This is absolutely unacceptable. When I rang them and asked when my items of furniture would be delivered they let me know that there should be no delays. Yes now I have just received an email telling me the furniture should arrive in 3 weeks time. I am moving out tomorrow. I will be with no furniture due to this company. Do Not Use.
June 2023 by Georgia C
I was having a really bad day and popped in for the first time to treat myself to something. Money can buy happiness sometimes. I found a lovely vase! And the staff were absolutely delightful, I unfortunately didn?t catch their names but they were so friendly and chatty. They didn?t know I was having a bad day but they certainly put a smile on my face. Thank you. From the lady wearing pink who bought the raspberry vase !
June 2023 by xxMarc21xx
Today 4th May I was in their store in Tottenham Ct Road.I asked the price on a blue pot,but the sales person took along time.So I thought l would have a look around the store.I was looking at some paintings,and a security guard came up to me,and said follow me.I asked him why?He said you asked about a pot,and we don?t have it in stock,and your not going to buy anything else,and you got to leave.He said I was talking loud,but I informed him that I was deaf,and registered disabled.I asked to speak to the manager,but he claimed he was the manger.I was then escorted to the back of the store,when I again asked to speak to the manger.Then a lady said I?m the manager.I asked for an email to make a formal complaint,and she wrote her name down on a piece of paper.Her name was Rebecca.She offered to let me buy what I wanted,but who would buy something from a store,when they?ve treated you this bad.I kept my calm,and left the store.The security guard should be sacked.The country is in a very bad recession,and if you treat people like this,then you won?t be in business for very long.They wonder why people shop online.I believe they broke the Equality Act 2010,and I?m seeking legal advice,and I hope for both of you l don?t find a lawyer.Because if I do,then I will sue the store for discrimination.I?ve sent an email to the manager of the store,and customer services,and they?ve both failed to respond to my complaint.
June 2023 by KK Mart
What an amazing shop, the furniture and accessories are beautiful and the staff are really helpful.I know you can maybe get cheaper stuff online but nothing beats being able to see and touch what you're buying.Now have a massive wishlist of things to get from here, so, good excuse to come back soon.
May 2023 by Stephen Lingam
Worst customer service I've ever experiencedBed ordered 24th March, delivered 26th April faulty, the delivery men couldn't put it together and confirmed manufacturing default.It's now a week later and despite calling customer service 3 times and sending 3 emails, and the delivery guys also phoning on the day of delivery, I've heard absolutely NOTHING back from Heals. Will be walking into the store on Tottenham Court Rd to get this sorted today. Absolutely stunning lack of customer care, literally the worst customer service I have ever experienced. I can at least sleep on a mattress on the floor but if this were a dinner table or sofa I'd be completely stuffed.
