I ordered some blinds, which were highly priced, in June. Delivery slipped from the original late July. Since then I have been given a complete run-around, The person who I have spoken to appears junior, ineffectual, and fails to address the delay, deal properly with the supplier, or escalate the problem to senior management. It is now October!!! I run an international company which lives on service. Heal's needs a management shakeup
Ordered a mattress in the sale on the saturday, and it was delivered that week.
Delivery team were very friendly and delivered & unpacked the mattress.
Mattress is one of the best we have ever slept on. we also brought a mattress topper which makes it even more luxurious.
Please avoid this Tottenham branch. If you want to pay for overpriced products, go to another heals branch. Heal's on tottenham court road have very friendly staff but are treated bad by the scumbags that run the branch. Also if you have a problem with a product get the shop floor staff to sort the problem, do not start asking for the management team, they will talk to you like dirt.
There is far less flexibility on the website than there is when ordering in the store. For example, the store give you a choice of feet colours on a sofa, but the website only gives you one colour. Even worse, it is not clear that is being mandated for you. In my case, this has resulted in two sofas with different feet and having to pay an additional £100 to get new feet for the one ordered online. I recommend you go to the store if ordering furniture...
I purchased two lamps, one was broken on delivery. I've had to take three days off one for the original order, one for for the product to be collected (so they can investigate how it broke?), and one for them to finally deliver the product.
Also, when an email address finishes in yahoo.com or google.com, it doesn't make mr yahoo or mr google. Why is it so difficult to read my emails and replay using using my surname?
Really pleased with the service from start to finish with Heals. The email updates kept me informed and delivery time confirmation was a lovely touch. Would recommend Heals - great experience and would buy again.
Well, I went back to Heal's on Kings Road for a final check on the dining chairs I was interested in, at least 3 male staff members saw me. I went and sat down on the chairs, waited .... and waited .... 2 of the staff just kept chatting to each other .... so I waited and waited ..... and after 15 minutes when no one came to be of serive .... at lest be frank, there was only one other 'customer' on the floor at the time .... I just got up and left. Presumbaly the staff don't work on sales commission! I ordered the items on line ..... good ....until a few days later their 10% sale came on line and I found I could reorder the chairs and get the 10% discount. But here's the thing .... when I first checked out these chairs I was told they were a special purchase (correct) and no, the price would not be reduced in the forthcoming sale. So that was WRONG. I then emailed Heal's customer service asking for the discount otherwise I could cancel the order and reorder from the sale. The counter offer was for the 10% value to be credited to my account against another heal's on-line order. As if that happens every month of the year! ... no thanks, I wanted it credited back to my credit card please which is what ought to have been offered in the first place. Haven't confirmed that's been done yet. So all in all, not much confidence in the ground floor staff at heal's lon the King's Road.
I bought a lamp from Heals 7 days ago and it still hasn't been dispatched. I called their customer service today and was told that I will receive it next week (today is Friday) but they are unable to tell me when exactly. The person was very unfriendly and seemed not to be bothered to speak with me. I am very disappointed with Heals as I have always assumed that they have excellent customer service.
I recently visited Heal's on Tottenham Court Road where I received excellent customer service. The item I bought was a specialist architectural item and I was delighted to be helped by someone who knew a great deal about the specific company as well as their products.
We spent most of the day in the Red Brick old mill retail outlet searching for two dining chairs to suit our refurbished kitchen. We had a rough idea what we wanted and saw many good examples in several of the stores. We finally narrowed our search to just two chairs of similar design - one of which was at Heal's. The Heal's product was the better quality but the most expensive. When the salesman saw we were were wavering between the two he stepped in with an offer that suited us fine. Though we spent more than planned we received excellent service from an affable young man. Our thanks to him.
Had been looking for a contemporary dimmer standing light which would fit in with our new apartment - had been searching for nearly 2 years, and all other lights found with other companies were far too expensive. Found exactly what I was looking for - had to take it back with me on the train, but could use it immediately.
Am very pleased with service, and very pleased with light.
Good shopping experience, quality product as you would expect but am sure could get cheaper elsewhere. Not sure about the minimalistic new look at our local Guildford store!! looking very bare!!!!!! thought they were closing down from the look! had to ask a member of staff, she then explained it to be the new look of the store! less product!! does this mean even higher prices on less product? All said still a good store!
I was so impressed with the assistance provided by Tottenham Court Road on an online order for a sofa and armchair. It was so refreshing to receive such helpful, business-friendly customer service. I ended up placing the order via the Brighton branch as it had stock available but that store offered the same deal on price and free delivery. The products were delivered on the day stated and installed with minimum fuss. I'm very happy with the product and have great confidence in Heal's, namely due to its customer service.
Ambrose Heal found this review useful
I have never experienced such terrible customer service. I ordered a rug online in January and I'm still waiting. I have left at least 6 voicemails and not had one single call back. I finally made contact with a real person not a voice mail, and the heals rep reluctantly put me through to the online team as it wasn't " their department". I refused to get off the phone until I had established the date for the delivery of my rug . I was informed by 2 separate staff members of 2 different delivery dates. Still no rug. When I phoned to complain that no one had called me the member of staff had the temerity to ask me if I'd emailed too! Perhaps a note on the website to say Heals do not return calls would be more helpful in future?
Heals' service is totally unacceptable from a so called premium furniture store. If they Invested some of the money from the sales of their overpriced goods on staff training they might not lose so many customers in future. Never again!
I have NEVER had such a bad experience when dealing with a shop before. I ordered several items of furniture - in summary:
1) Dining table - Was delivered but the delivery men refused to assemble the table despite the invoice attached to the table saying "2 man delivery assemble". Eventually, I told them I would call customer services unless they did and they agreed to put the table together. Screw missing. I was told they would send a replacement screw. Still waiting for replacement screw.
2) Rug ordered online and paid extra to be delivered on Saturday - I waited at home all Saturday (8am to 8pm). No delivery. No customer services available on Saturday to update you or tell you if the rug would be delivered at all/where the rug is/what time the delivery slot is - I was advised by a Heal's representative that it could be delivered early evening so to hang in there. I later found out that Saturday delivery is only 9am - 1pm so I needn't have bothered waiting at home after 1pm. I spoke to Heal's customer services on Monday - arranged redelivery for that day after 2pm. Took half a day off work to go home and sit at home for the rest of the day waiting for redelivery. No delivery AGAIN. No customer services after 5pm to tell you anything of use whatsoever. I wasted essentially two days waiting at home for Heal's to deliver an item which they failed to deliver TWICE - both times on non-delivery, I (attempted to) speak to their customer services team but both times customer services were not available. After several calls to customer services, rug was finally delivered (6 days late).
3) Dining chairs - Six delivered. One broken. Still waiting for one replacement dining chair.
I am waiting for the rest of my orders to be delivered and quite honestly I am dreading the items being delivered because undoubtedly they won't be delivered on time/will be delivered broken and I will need to spend a further few hours of my life which I will never get back on the phone to Heal's (useless) customer services team.
Avoid at all costs and buy elsewhere if you can - dealing with Heal's is absolutely not worth the hassle.
I ordered some lights through Heals and paid extra for faster delivery. I had an electrician booked in a week later and wanted them there by then.
The lights showed as in-stock, they took my money, then...nothing.
I kept checking the status of the order and it was never dispatched! I called to cancel almost 2 weeks later. Although the young man on the phone was very polite, he said, quite simply, the warehouse hadn't packed it. What's the point in fast delivery if the warehouse sits on your item? I ordered other lights from John Lewis and, even though I didn't select faster delivery, they arrived within 2 days. Shame on you, Heal's!
Ordered my dream sofa, on 7 to 9 weeks delivery . .. nobody bothered to tell me it would take another 4 weeks on top of that to arrive. When It did arrive the pattern repeat on the fabric was not what I had seen in the shops nor online .. .. customer serivces informed me that it was within the " Heals tolerance" so nothing they could do. Had to get the Customer Services Manager involved. They came to collect it yesterday am waiting to hear how the refund will appear. Wiil I have to chase them yet again :((
Theodora found this review useful
I ordered some material from Heals in November which was due for delivery mid-December. There was a delay which meant that delivery was delayed until early January in the end however communications from Heals were good and efficient and the material received in the end!
Dino at Heals, listened to the brief, provided a solution, sourced the fabric to match the coulour required and against all expectations, the sofas were delivered early in time for Christmas. A lovely Christmas present.
I purchased two items from Heals at the beginning of December 2012. One item had been discontinued and I was promised a refund which I am yet to receive and the other item is yet to arrive. No reply yet from Heals customer service.
My order when arrived was send to Singapore and my daughter was delighted with it !!
Thank you !
Easy to use website. Delivery is very prompt and goods arrive securely packaged. Customer service, if required, is friendly, helpful and efficient. I wouldn't hesitate to use this company again.
I bought sofa in October. I am still waiting for news of a delivery date (24 Dec). When I was in the shop I also bought a lampshade. It was going to be delivered and on filling out the form and payment, the assistant could not be bothered to fill out the form on the computer. Instead, she turned the screen towards me and made me do it myself. I appreciate it would save time as, instead of me telling her my details and her putting them on the form, by doing it myself there would be no spelling mistakes and such. However, I found the practice lazy and bad service.
Subsequently I had to ring the store regarding the sofa on several occasions and at no time was the Customer Service agent able to answer the telephone. Each time I had to leave a message on the answerphone which was not replied to. The telephone system is very irritating and what is the point of a number for Customer Service when there is never anyone to speak to. I had expected better from your company considering the high cost of the furniture and the name of the store. I get much better service from somewhere like John Lewis.
Theodora found this review useful
We recently wanted to purchase a new mattress and having been very happy with our current HEALs mattress we visited the Tottenham Road store where the assistant, Susan was able to identify our current mattress from our description of the pattern and direct us to the current equivalent. This happened to be on sale so we purchased immediately. Thank you to Susan who made it all so easy for us. We would recommend HEALs to others.
Helpful delivery staff. Very pleased with the quality of the product - looks the business! Somewhat overwhelmed by lack of instructions and lots of fitments -- a "knight in shining armour" in the shape of one of your staff talked me through the assembly - now proudly assembled and approved of by the cat who's decide that "the bit on the side" is the perfect spot for a snooze!
Heals has gone down in my estimation as a place to shop and order from. I found the customer service over the phone to be good, but in store the shop was empty of customers and tired. Help in store was not great and I have not had the follow-up I was promised regarding our furniture delivery.
One of my delivery men unfortunately injured himself during the delivery, putting him out of action. I was unable to schedule a new appointment for another day due to work constraints; Heals organized for two of it's delivery men to come and bring the rest of the furniture up that evening; from all the way across town, during rush hour, and in over-time. Thank you so much to Patrick, Steven, Tony, Casper and Jamie for an amazing service and good moods!
Great item, Heals let down by costly & slow delivery. I ordered other items at the same time from two other retailers. Both delivered FREE OF CHARGE, within a week of ordering and contact over the delivery date was exceptional. Heals could only say the delivery would be within 2 weeks of despatch from their warehouse - all chasing came from my end and they charged a costly £40. I was not too impressed with their customer service.
Having said that when the item did arrive, the delivery driver was lovely (although so were the other two from other retailers). The item itself is also great.
I placed an order with Heals online for next day delivery.
After 2 days with no sign of my product (even though the money had been taken from my account) I ring them up only to be told they've not even dispatched the order yet as 1 of the 3 items I'd ordered was out of stock. Obviously it annoyed me that they hadn't let me know of this and I had to ring THEM to find this out.
I decided at the time to still go ahead with receiving the other two products and asked if I was to presume delivery the next day as I'd paid for the faster postage. I was told that this 'Next Day Delivery' only counts AFTER THE ITEM HAS BEEN DISPATCHED meaning it could be anything up to 5 days to receive my products and therefore by this point, could fall after Christmas - not much good when they were presents for people!
Overall I find this unacceptable. If I hadn't have rung them up, chances are they'd have just kept my money and not sent out the order at all. To advertise Next Day Delivery that can actually take up to 5 days to arrive with you is an absolute joke.
Love new mirror which arrived v promptly. Only criticism would be that for a large expensive item it would have been nice for it to be unpackaged, and packing taken away. However, given the choice I would choose faster delivery. Very happy thankyou.
The sales service was good. The delivery service is shockingly bad - I have not even received my goods yet that tells you how awful the service is ..... Would really put me off buying any large items from Heal's again.
Heals is a great store and their website is very clear and easy to use.
We did have a problem with the wrong delivery address being used, despite updating this on the website and contacting the Heals service department directly, who promised us it would be delivered to the correct address - and it wasn't.
Apart from this issue, everything else was fine and I'd use them again. Perhaps they need to ensure that the service department and their dispatch agency are better communicated in future though.
I purchased a towel hook and a loo roll holder from Heal's for a tiny downstairs cloakroom loo on the basis that they matched the tap we had already had installed. I looked at a variety of suppliers (inc Aston Matthews, John Lewis, Habitat and Bathstore) before plumping for Heal's and was very surprised to find the Heal's fittings were cheaper than virtually everything Bathstore had to offer.
They look great - the only (possible) negative is that my builder said he didn't like the look of the fittings and added some glue to be on the safe-side. However, my builder does have perfectionist tendencies (which I can hardly complain about!) so the glue may well have been unecessary....
One finalthing: staff v helpful but took a long time to get through over the phone
I purchased a very expensive wardrobe from Hulsta. I was out of the country on business when it came to fitting the wardrobe so I left keys with our conceirge.
The fitters were uncertain of where to put the wardrobe so they contacted Hulsta at Heals who, despite having taken the measurements didn't have a clue where the wardrobe was meant to go.
So the fitters left without fitting the wardrobe. Hulsta then contacted me and completely lied about the problem. They said we hadn't left permission for a clothes rail to be removed when in fact the problem was entirely at their end -they had lost the paperwork about the location of the wardrobe.
Consequently we have had to pay for the fitters to come back, will have to pay to repair holes the fitters drilled in the wrong wall and have had 10days with clothes stacked all round the bedroom. Worst is the fact that your staff blatantly and repeatedly lied to us to cover their backs. I will never by furniture from Heals again, I expected decent service but got some of the worst service I've ever experienced.
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