Heals – Cashback, Rebates & Rewards

Like many others here I have been disappointed and frustrated by the very poor service from Heal's, which relies on a long-established reputation to get away with desultory customer care. I ordered two shelving units on 26 June, gave my card details for the first half of the payment and was assured that they would be with me in three weeks. On 4 July I paid the second half of the cost and was told that the shelves would be at the warehouse on 15 July, when I would be contacted by the delivery team. On 18 July I was sent an email saying that I needed to make the second payment before the delivery team could contact me; then it was agreed that I had paid, but that the payment had bounced back; then that it had been made successfully, but refunded to me (all untrue). Eventually it turned out that the first payment had never been drawn by Heal's who had 'flagged' it but not told me (there was no reason for this - the account was ready to be drawn on). I made the payment again last week and was promised that the delivery team would contact me. No contact from them; no replies to emails about it; phone calls result in being 'managed' and promised that I will be contacted by the end of the day. Over a dozen calls and half a dozen emails later and no delivery date. If I hear anything from them after this email, I will update this message, but don't hold your breath waiting. Update: having been promised a call yesterday to fix delivery, none came. I called again today and was told that my payment for the goods was "pending" even though it went out of my account last Friday morning. I was promised that the delivery team would call me with a date and time by 2.00. Nobody called. I rang again and was told there are no deliveries available this week (it's Tuesday) because "they only have two vans and they don't go to Cumbria very often" (we're in Lancashire). Latest promise after a lot of pleading is Wednesday next week (over five weeks after my order), but I have little faith. I'll report if anything happens. Update: the shelving units arrived this week, efficiently delivered and in good order. They seem to be doing a good job (it's only three days since delivery so the jury's still out). The delivery end of the operation - calling to confirm the time, helping put the shelves in and taking the rubbish away - was fully professional and drags Heal's up to 2/5. The earlier parts of the process - ordering, paying and hearing about delivery before the depot got involved - were terrible. Nothing happened without pushing from the customer, and even then the response was contradictory, churlish or silence. Heal's really needs to look at its customer relations from HQ.

Same issue as Kirsten below. I ordered a bedspread on March 3 2023 for a client. Yes nearly 5 months for a bedspread... winter is long over. Its had multiple delays. I just get an email saying it's delayed again when it's close to the previously late delivery date. It's been delayed 4-5 times. I spoke to someone last week who said they'd look into finding me one in-store and said they'd call back, but didn't. I also emailed after the last late notification email to say I wasn't very happy, I didn't get a reply. I'm now a trade customer and that hasn't been very good recently either with quoted 5-7 day delivery being 3-4 weeks of erratic items turning up every so often via courier with no idea what they are until they arrive... all individually, over 2-3 weeks.

I ordered a bedspread from Heal’s in May. It’s now late July and there is no sign of it. I have been notified of delays in supply twice and in addition have chased for an update on 3 occasions so far. While they respond fairly promptly it’s always to say sorry but there’s been a delay with no further reassurances. I’m afraid I’ve lost faith in what I had seen as a premium homeware brand and am pushed to Etsy to find what I had ordered from Heal’s. In my view they should not be advertising and selling products that they don’t have available.

Ordered an ~£800 lamp mid-June 2023 with an expected delivery date 2-3 weeks. 10 days later get an automated email advising delay for another 2 weeks. I check the status online (after the additional 2 weeks have passed) and see that the order has been again delayed for another 2 weeks. No email for the last delay and no explanation for the total delay. Trying to connect with a live sale rep via their phone number is tiresome. Surprisingly, Heal's are still advertising the same product with a 2-3 week delivery, knowing this is completely untrue. I have cancelled my order and requested a full refund. This isn't my first issue with Heal's online orders. Heal's may have beautiful stores with beautiful products, but their aftercare is a disgrace. Unless you are shopping in store I advise against buying online.

Heals are hopeless - worst customer service I have ever had. I don't know whats happened to them or how they manage to stay in business by abusing their customers. They do not respond to queries and if you're lucky enough to get someone on the phone they can't help you. Avoid - Avoid - Avoid