Heals Tracking Order Status

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.

We bought a sofa in January 22 in the Kingston store. Delivery was repeatedly delayed, first because their supplier went bust, and then for various other unspecified reasons. It was eventually delivered in September, however the legs didn't fit and whilst we had a Heal's person over, he said he couldn't fix them either and we still are waiting in December to get this completed. When it was first delayed we wanted to cancel the order but accepted a discount that we took in form of a credit note on our Heal's account. However, we have found it impossible to access this credit. We placed an order in store four weeks ago and have been back twice because we never received any confirmation, but they keep telling us they can't process orders paid with store credit and have sent the order to customer service who will get back to us. In the meantime, the special offer we bought has gone and still no sign of our order even existing on their system. Worse still, the money on our Heals account cannot be used on to buy online either, so we have no choice but wait until at some point someone is going to get in touch. It is massively frustrating. We have hope that this will be sorted eventually, and the people in the store reassure it will, but honestly, for a high-end retailer like Heal's this is unacceptable. We have renovated a house and have bought many items from various retailers. I have not come across any other furniture shop that is so dysfunctional. In Summary: Heals have great products and the people in store are lovely, but the company has a serious issue with customer service and aftercare. And if you are offered a refund or credit, do not ever agree to having money put into your Heal's account!

EPIC EXPERIENCE with my SOFA MATERA THREE SEATERS BUY A few weeks ago I bought quite an expensive sofa £ 3.500.I paid on the spot and back home I saw on their website exactly the same SIZE AND COLOUR with the mention 30% off.Very surprised I went back to the shop and complained.Ensued complicated explanations saying it was a misunderstanding.No discount.I asked a refund.When it arrived it was about £300 shortt.Eventually they got the refund right.I was amazed: so much hassle and not even a written apology.NEVER AGAIN WILL I SHOP THERE.AM KITTLER-BAZELAIRE