Heal's Reviews Summary

Customer Service

Pros:

• "Prices were better than most & service was excellent."
• "Staff can't do enough for you."
• "The staff are very helpful and informed about everything sold."
• "Amazing customer service, staff is always kind and well prepared."
• "Staff seemed friendly and efficient let themselves be known as available without crowding."
• "Staff member who helped me was outstanding. Courteous, professional and helpful."
• "Very friendly staff, when you get hold of them."

Cons:

• "Their communication on the delays were poor."
• "From missed promised delivery date to lack of communication and poor delivery assembly service."
• "Beautiful store BUT the worst possible customer service."
• "Customer service is shocking."
• "Worst customer service I've ever experienced."
• "Appalling customer service. Promised of a call back, kept waiting for days. No apologies."
• "The customer service is rubbish."

Product Quality

Pros:

• "To give Heals some credits, the products that are fine are truly exceptional."
• "It's not cheap to shop here but the items they sell are of beautiful quality."
• "While it is expensive - it feels like everything has been hand picked."
• "The style and quality are well worth it."
• "The quality of everything seemed very good."
• "A wonderful selection of furniture from around the world are to be found across all floors in this fabulous shop."
• "One of the best and enduring homeware and furniture shops with a heritage and quality that continues."

Cons:

• "Well, it turns out the lamp stand is not made of hardwood as the description inferred."
• "Terrible quality, badly made products, delivery service outsourced and poor communication with the company."
• "Poor Quality Product and Hopeless Customer Service."
• "I have experienced a massive drop off in terms of quality."
• "Disappointing. Saved for a very long time for some beautiful looking furniture and to be fair most of it is good."
• "I wasn’t that impressed with the duvet cover when it arrived. It’s pretty box standard."
• "A lot of the furniture they have on display is really pretty and interesting."

Store Experience

Pros:

• "If you need some inspiration for redecorating then this is the place to come."
• "Such a fabulous store, in fact, more of a museum to home interior design."
• "It's like a design museum in there! So much great stuff!"
• "Awesome place 3 floors of household accessories and furnishings to everything you can think of, furniture to light fittings to Persian rugs it has something for everyone nice cafe on the 2nd floor too nice and cosy food is very good."
• "Wonderful, iconic home furnishings. It has a great, relaxing atmosphere and a very comfortable feel."
• "Lovely store to wander round with non pushy staff who will quietly engage and help you if you need it."
• "Beautifully decorated with a sort of chic cosy-ness."

Cons:

• "Literally, chatting and gossiping, not work talk, while leaning on furnitures."
• "Where are the staff and where are the customers?"
• "The staff is not so inviting. They talk among themselves or just stand and look without engaging."
• "Service in store is slow and unhelpful."
• "Was ignored by some of the staff when I came in, I just hoped they were more helpful."
• "In-store shopping experiences get worse every time we visit."
• "Most of the store was undergoing refurbishment when we visited."

Delivery & Communication

Pros:

• "We placed an order for furniture on the 21st January and paid an extra £50 delivery as we live in Bath."
• "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?"
• "The reply informed us they would be receiving stock on the 2nd May and this may take two weeks to deliver!!"
• "I called customer services and they confirmed the delay and said I should have had an email, but nothing was communicated."
• "We emailed them on the 16th of April enquiring when we would receive our order as we had not heard anything."
• "Update: They have just sent me another email telling me my order will be delayed by a further 2 weeks."
• "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."

Cons:

• "Waited 3 months for delivery."
• "Avoid! Broken light, still waiting on a resolution!"
• "Appalling service... bought a 'chaise longue', paid top price, delivery cancelled twice without me being informed."
• "Unanswered emails, and no one can tell me where my order is."
• "Customer service you certainly wouldn’t receive in John Lewis! Avoid delivery at all costs."
• "Ordered furniture in January - in the end turned up in Oct - 4 months late."
• "It is now the 18th May, still not heard anything from Heals."

Price & Value

Pros:

• "I highly recommend checking this place out before going anywhere else and if you're looking for a great deal I think this is the shop that your looking for your furnitures."
• "Same furniture ordered on amazon was 20% cheaper and arrived in 2 weeks."
• "Surprisingly affordable if you value good design."
• "Wonderful shop, great design items though with prices to suit all pockets."
• "Better value for money, better service, better delivery time."
• "They sometimes do amazing deals and sales."
• "Really friendly and helpful staff, it's expensive, but there are good finds to be found."

Cons:

• "It's pricy when your previous sofa was from Ikea."
• "A lot of stuff is really expensive though."
• "But prices very unrealistic."
• "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."
• "The store was nice and quiet and the shop assistants were very polite and helpful, but the furniture was very expensive."
• "Obviously aimed for the upper 10% of high earners."
• "Horrible service and delivery for the price they ask."

Cafe & Food

Pros:

• "The Cafe is an excellent place to catch your breath, have a coffee and some fab food."
• "Also went to their cafe. Absolutely wonderful. Worth coming back just for lunch of coffee and cakes."
• "The food here is great in general, but those croissants are out of this world."
• "And first class coffee too."
• "Best croissants in London!"
• "I come to Heal's for their first floor coffee shop... What a delightful place; service, friendliness, pricing and atmosphere all deserve 5 stars."
• "You would think smoked salmon and scrambled eggs not that complicated to make."

Cons:

• "Eggs over cooked."
• "The salmon was hot because it was put under the dry eggs and it was accompanied with a 4 inch slice of toast that was not even cut in two."
• "The worse breakfast ever."
• "Particularly the almond."