HEAL'S Avis 

I’ve been waiting 2 months for a wool mattress topper. I waited around 2 weeks initially and when it arrived it looked to be covered in dirt like it had been stored in a barn. I was told to keep it for a poor £30 off or to have it replaced. I asked them to replace and they kept saying it would be in stock by such and such date and those dates came and went. They still don’t have it and it’s been 2 months!

Excellent service from Darren both in store and by e mail as we clarified our choice of sofas. His advice and guidance in the store were thorough and excellent and his contact and responses by e mail were immediate and helpful.

Great service from Darren; welcoming, efficient and got us exactly what we wanted.

I gave them 5 * before but this is rubbish. I wanted to buy a mirror - couldn't get anything on the web site to choose delivery. Contacted CS - who were spectacularly useless and recontacted them to say I still couldn't purchase delivery. Follow up email. Still nothing. I've gone and bought another mirror. I assume Heal's is now owned by private equity hence the terrible customer service.

Extremely disappointing experience with Heal’s.

When Heal’s arranged delivery of our bed, the delivery team damaged our carpet, scoring it and pulling/plucking the carpet during the delivery. Accidents can happen, and had Heal’s dealt with the damage promptly and professionally, this would have been a very different review.

Instead, six months later, the matter is still unresolved.

The customer service throughout has been appalling. There has been a complete lack of ownership and accountability, and despite the damage occurring during the delivery of a product we purchased from Heal’s, they have effectively washed their hands of the problem.

What has been most frustrating is not the original accident but the way Heal’s has handled it afterwards. I would expect a company positioning itself as a premium furniture retailer to take responsibility for the entire customer experience, including the conduct of the delivery company it appoints.

Six months to deal with straightforward property damage caused during a delivery is completely unacceptable.

Based on our experience, I would be never purchase from Heal’s again.

Updating to confirm that Heals are still being extremely difficult & pretty disgraceful. No matter what Heals have said below, they’re not taking any responsibility for the damage and customer service remains appalling. Please do not spend your well earned money here!

Products are obviously great but it’s the customer service I’m giving the 5 stars for really. Our product was slightly damaged and a replacement was ordered with no quibbles. The comms were super responsive and very friendly. Great company to buy from.

I have purchased a few items now and have been delighted with them, really bringing my decor up to date.
I bought 2 lamps and they didn’t have the diffuser plates with them, or we could have missed them. This was no problem they arrived within 2 days of my phone call. The service was exceptional, I can throughly recommend them, for their products and service. Well done Heal’s!

Very disappointing

Very disappointed with the delivery service. My order was cancelled again today because the driver had only 3 of the 4 boxes. This is now the second cancellation. Very inconvenient and unacceptable. I expect better organisation and a prompt delivery of my complete order.

I love Heals because the product range is great and always good quality.
When I had a few issues with the lamp I ordered they have been really helpful in replying to me promptly and helping resolve the issue -even though it took me a while to get round to contacting them.

Great sale and great product. Had an issue with product and Heal’s fixed this very quickly.

We placed an order with Heal's and had it delivered in the time we agreed, but once received we decided it wasn't working out for the space, I called them same day and checked if we can swap or get a refund, the team helped me get a refund straight away.
Customer Service was very understanding and helpful. Very quick as well.

have been a loyal customer of Heal's for over 30 years. In the last 5 years alone, I have purchased three beds, a vintage green leather sofa, and several rugs and soft furnishings. Sadly, my recent experience with their customer service has been completely disgraceful.I discovered that one of the main support beams for our Super King bed was manufactured using a piece of wood containing a large knot. Because the bed was assembled upon delivery, this flaw was hidden from view. The bed remained stationary until we recently had to move it, which revealed that the beam had split entirely along that knot.I contacted Heal's customer service in October 2025. After much delay, a furniture engineer was sent to assess the damage. The engineer explicitly noted that there was a structural failure caused by the poor quality of the wood used.Despite their own engineer confirming a manufacturing defect, Heal's has refused to replace the beam. Their excuse? I cannot locate my original invoice, and they claim they cannot find the sale on their system—despite me providing the exact year of purchase. They stated in writing: “As we have also not received proof of purchase, we cannot confirm the original specification of the bed, whether it was purchased through Heal's.”After three decades of spending thousands of pounds with this company, Heal's is indirectly calling me a liar. It is deeply disappointing to see how drastically their customer care and product quality have declined, even as their prices continue to skyrocket. I will not be purchasing from them again.

Appalling customer service: Heal's turns its back on a loyal customer of 30 years.
I have been a loyal customer of Heal's for over 30 years. In the last 5 years alone, I have purchased three beds, a vintage green leather sofa, and several rugs and soft furnishings. Sadly, my recent experience with their customer service has been completely disgraceful.I discovered that one of the main support beams for my Super King bed was manufactured using a piece of wood containing a large knot. Because the bed was assembled upon delivery, this flaw was hidden from view. The bed remained stationary until I recently had to move it, which revealed that the beam had split entirely along that knot.I contacted Heal's customer service in October 2025. After much delay, a furniture engineer was sent to assess the damage. The engineer explicitly noted that there was a structural failure caused by the poor quality of the wood used.Despite their own engineer confirming a manufacturing defect, Heal's has refused to replace the beam. Their excuse? I cannot locate my original invoice, and they claim they cannot find the sale on their system—despite me providing the exact year of purchase. They stated in writing: “As we have also not received proof of purchase, we cannot confirm the original specification of the bed, whether it was purchased through Heal's.”After three decades of spending thousands of pounds with this company, Heal's is indirectly calling me a liar. It is deeply disappointing to see how drastically their customer care and product quality have declined, even as their prices continue to skyrocket. I will not be purchasing from them again.

High quality and stylish furniture. Excellent customer service. A very positive shopping experience. Thanks go particularly to Abigail.

This review is about customer service rather than product. Just bought a sofa from there in the sale and feel it was a good price overall. A 30% is not to be sniffed at! Yes there are cheaper sofas still out there but HOPEFULLY we are paying for a quality piece of furniture. We will see. But this review as I say is about customer service. Jenifer and Leona - the two people we dealt with on numerous visits to the store were absolutely great. non pushy but super helpful. Knowledgeable about the products and responsive to emails that were also sent between us. They provided several swatches - both immediately of those to hand and had others promptly sent. Their behaviour went some way to convincing me to buy with HEAL’S rather than another store as I enjoyed my interactions with them more than certain other stores.
Fingers crossed the sofa is as good as they were
Thanks to you both. .

We ordered a lamp as a 40th birthday present. First lamp arrived with an international plug so couldn’t be gifted or used. A replacement was sent with a UK plug but this was damaged and we missed the 40th birthday celebration. Have had months of back and forth with customer care trying to resolve. Not what I expect from Heals who pride themselves on premium products. The customer service has been terrible. I will order elsewhere next time.

When I made an order via the customer service, somehow I ended up with the wrong delivery. Nevertheless I contacted the client service and they sorted out this issue rapidly. I am very satisfied with how Heals dealt with me and supported me in ensuring I had the right item. Items are of good quality on top! 👍🏻 I recommend them closed eyes.

Amazing selection of products, and very responsive customer support!

Excellent service from Eve in Bath. Really went above and beyond for us.

Rachel from customer services was fantastic in handling a return. She was efficient, pleasant and brilliantly helpful. A real asset to the company!