I have bought many items from Heal's for my house in the past year, ranging from a table, 2x sofas, a shelving unit, lamp, stool... Whilst there was a minor issue with 2 of them, a technician visited... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
What a surprise. We thought that Heals was an upmarket quality brand. Absolute shambles, products never arrived - initially said they had, but later confirmed still at the Kingston Store. Impossib... See more
Company replied
Wanted to order Matera leather sofa and footstool on line in sale but system wasn't co-operating and wouldn't let me have the free footstool. We'd previously viewed the items at Redbrick in Batley and... See more
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Helen Belcher looked after us from first arriving with architects' plans and no preconceived ideas right through to being onsite when everything was delivered and arranging aftersales attendance when... See more
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Company details
Information provided by various external sources
Heal's - The home of modern designer and contemporary furniture, lighting and home accessories since 1810. Heals.co.uk stock a wide range of furniture, lighting, home accessories, gifts and much more. Simple and secure online shopping with excellent customer service, fast delivery throughout the UK and no quibble returns. Heal's - 200 years of design and inspiration
Contact info
196 Tottenham Court Road, W1T 7LQ, London, United Kingdom
- 03332121915
- cservices@heals.co.uk
- www.heals.com
3.3
Average
1K reviews
Replied to 79% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Easy to order
Easy to order. Excellent range of quality products. My only gripe is that not all products sold in the shop are on the website and please get that cafe open on the weekends!.
6 February 2026
Unprompted review
Reply from HEAL'S
Thank you for your lovely review — we’re so pleased you found it easy to order and enjoyed our range.
Some brands and made-to-order items aren’t always available on our website, but our team is always happy to help place these orders over the phone if you give us a call.
We’ll also pass on your café feedback — thank you again for sharing your thoughts.
I ordered an item from Heal's online…
I ordered an item from Heal's online and went in-store to collect. I loved my item and was very pleased with the communication around my order arrival timescale. When in store it was a lovely experience - great customer service and to look around all their other offerings, highly recommend popping in if you are ever in the Tottenham court road area.
5 February 2026
Unprompted review
Reply from HEAL'S
We’re delighted to hear you love your item and that the communication around your order was helpful. It’s also lovely to know you enjoyed your visit to our Tottenham Court Road store — our team will be so pleased to hear your kind feedback.
We really appreciate the recommendation and hope to welcome you back again soon!
Picture Perfect I ordered a framed print which arrived…
I ordered a framed print which arrived safely but unfortunately did not contain the promised hanging kit.
I emailed the Customer Services and received a reply from Rachel the same day apologising and promising to liaise with the suppliers for a hanging kit to be sent to my address.
King & McGaw sent my kit first class and I am one very happy customer.
Great service Heal’s!
30 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your feedback. We’re sorry the hanging kit was missing at first, but we’re so pleased Rachel was able to resolve this quickly for you.
It’s wonderful to hear the kit arrived promptly and that everything is now sorted.
We really appreciate your kind words and are delighted you’re happy with the service. We look forward to welcoming you back again soon.
The home of interior design
Great products, friendly and knowledgeable staff, with very efficient delivery/installation partners. The place to go when you require something that is both 'beautiful and useful' in your home.
4 February 2026
Unprompted review
Reply from HEAL'S
Thank you so much for your wonderful review.
We’re delighted to hear you found our team friendly and knowledgeable, and that your delivery and installation experience went smoothly. It’s especially lovely to hear you describe our products as both “beautiful and useful” — that’s exactly what we strive for.
We really appreciate your kind words and hope to see you again soon.
The HEAL’S experience has gone full…
The HEAL’S experience has gone full circle, it was always held in such high esteem by our whole family and friends group, great quality & Service, it’s now totally sunk to unacceptable levels on both counts, never to use them again.
My particular warning would concern any item that you’d expect to see inside 6 months, if it’s time sensitive do not buy from here. The level of reviews does read like a business in trouble
5 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your feedback. We’re very sorry to read your comments and to hear how disappointed you’ve been with your recent experience.
We sincerely apologise for the delay relating to your supplier. We work very hard with our suppliers to ensure we can provide customers with accurate delivery times, and we’re sorry that this was not the case on this occasion. We completely understand how frustrating this must have been, particularly where timescales are important.
I can see that our Customer Services team were able to source the item for you from one of our stores to avoid any further delay, and we hope this helped resolve the situation as quickly as possible.
Your feedback is important to us, and we’re genuinely sorry that on this occasion we did not meet the high standards you associate with Heal’s.
Excellent service at Red Brick
Excellent, responsive service from the in store staff at Heal’s providing advice on models, colour options and choice of fabrics. Seeing the range in store at Red Brick and the staff’s advice were a huge help.
30 January 2026
Unprompted review
Reply from HEAL'S
Thank you so much for your kind review.
We’re delighted to hear that our Redbrick team were able to support you with advice on models, colours and fabrics — choosing the right piece is such an important decision, so it’s wonderful to know the in-store experience was helpful.
We’ll be sure to share your feedback with the team. We hope you enjoy your new purchase and look forward to welcoming you back soon.
Excellent customer service
Problems with online info quickly sorted via a video call with customer services.
Everything very quick and followed up.
30 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your lovely review. We are so glad to hear that the Customer Service Team were able to assist and we look forward to welcoming you back to Heal's soon.
Excellent support and service
30 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your lovely review and we look forward to welcoming you back to Heal's soon.
Ordered a chest of drawers in the sale
Ordered a chest of drawers in the sale. Delivered on time, lovely piece. Sadly the delivery team accidentally scratched the top when setting up (hence the 4*) but service to return has been efficient and easy.
15 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your lovely review — we’re so pleased to hear you’re happy with your chest of drawers and that it arrived on time.
We’re very sorry again for the scratch caused during delivery, but we’re glad to know the return process has been handled efficiently and smoothly for you.
We really appreciate your understanding and hope to welcome you back again soon.
Above and beyond customer service
We had an issue with a beautiful but excessively shedding rug and for one reason or another missed the cut-off for returns. We held out very little hope of any assistance and expected to be told a) it was too late and b) it was to be expected. So I was incredibly impressed to be taken seriously and in the end was offered a full refund or exchange. Best customer service I've received in a long time. Shout out to Isobel who patiently helped me through the whole prcess.
29 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your feedback. We’re sorry to hear about the issue you experienced with the rug, but we’re delighted that our team were able to support you and find a positive resolution. It’s especially lovely to hear your kind words about Isobel — we’ll be sure to pass your feedback on to her.
We truly appreciate your comments and are so pleased we could turn the situation around for you.
Very good communication and when I had…
Very good communication and when I had a query about delivery charges the customer services dealt with it immediately
29 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your lovely review. We are so glad to hear that the Customer Service Team were able to assist and we look forward to welcoming you back to Heal's soon.
Terrible customer service
Terrible customer service. Placed an order for some very expensive battery operated candles that after 8 weeks are gummy, nicked and discoloured. Emailed Heals and they are trying to palm the issue off on me and refusing a refund. Avoid and take your money elsewhere!!
28 January 2026
Unprompted review
Reply from HEAL'S
We’re very sorry to read that you were unhappy with your experience.
Having reviewed your case, we can see that the matter has since been discussed with our Customer Services team and a resolution has been reached. We’re pleased this has now been resolved for you.
If there’s anything further you’d like to discuss, please don’t hesitate to contact us directly.
I made several purchases from Heal’s a…
I made several purchases from Heal’s a number of years ago and have been very happy with the products (bedroom furniture and lighting). I had a recent issue with one item and requested some replacement parts, which the Heal’s team (Izzie) managed to sort very quickly without any hassle. Great customer service, really impressed.
26 January 2026
Unprompted review
Reply from HEAL'S
Thank you so much for your lovely review and for being a valued customer over the years.
We’re delighted to hear you’ve been happy with your furniture and lighting, and that Izzie was able to sort the replacement parts quickly and without any hassle. I’ll be sure to share your kind feedback with her.
We really appreciate your continued support and look forward to welcoming you back again soon.
Happy with Heal's
I have bought many items from Heal's for my house in the past year, ranging from a table, 2x sofas, a shelving unit, lamp, stool... Whilst there was a minor issue with 2 of them, a technician visited very quickly and with the minimum of fuss, everything was sorted very satisfactorily. My house now looks fabulous, with so many beautiful items. At no other shop have I come across such lovely furniture and with excellent sales help.
22 January 2026
Unprompted review
Reply from HEAL'S
Thank you so much for your wonderful review — and for choosing Heal’s for so many pieces in your home.
We’re delighted to hear that any minor issues were resolved quickly and smoothly, and that you’re so pleased with how everything has come together. It’s especially lovely to know you value both our furniture and the support from our sales team.
Your home sounds fabulous — we truly appreciate your kind words and your continued support.
A trouble free service
Ordered a light in December. Informed delivery towards end Feb which I thought was a long time. I was delighted to receive it this week, beautifully packaged, nothing broken or out of place and it had travelled from overseas. I can't fault the company and will be ordering another smaller light very soon.
21 January 2026
Unprompted review
Reply from HEAL'S
Thank you so much for your lovely review.
We’re delighted to hear your light arrived safely and ahead of expectations. it’s wonderful to know it reached you beautifully packaged and in perfect condition.
We really appreciate your kind words and look forward to helping you with the smaller light very soon.
Speedy Replacement
Many thanks for speedy replacement of the faulty light
20 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your lovely review. We are so glad to hear that the Customer Service Team were able to assist and we look forward to welcoming you back to Heal's soon.
Had a fantastic experience over email…
Had a fantastic experience over email with Jan in customer services after I accidentally ordered the wrong item and needed to cancel it. Super fast response, refund sorted without hassle - easy. Thanks Jan!!
20 January 2026
Unprompted review
Reply from HEAL'S
Thank you so much for your lovely feedback.
We’re delighted to hear Jan was able to help quickly and make the cancellation and refund process smooth and hassle-free. I’ll be sure to pass your kind words on to him.
We really appreciate you taking the time to share your experience
Great service and understanding
We ordered a bed and sofa from Heals for a new flat. Unfortunately there were delays in completing however after speaking with customer service, Heals were really accommodating and understanding of our situation in delaying the delivery until we moved, making a very stressful situation more manageable. Thanks!
19 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your feedback. We’re sorry to hear there were delays with your move, but we’re really pleased our Customer Services team were able to support you and help make things a little less stressful by rearranging delivery.
We hope you’re now settling into your new flat and enjoying your new bed and sofa — thank you again for choosing Heal’s.
Weak packaging broke and item smashed…
Weak packaging broke and item smashed my furniture. The lamp i ordered had a very heavy base and it broke through the polysyrene packaging and smashed and marked my kitchen table. i was offered a voucher as compensation and told it was on us for not being careful enough. Not sure what we could have done as hadn't expected the packaging to be so weak. me and my family have spent thousands in Heals this year and won't be back. The paltry voucher offered doesn't even cover the cost of repairing the table. The table is Kartell and ironically was from Heals. A request to replace the damaged part was dismissed. Shocking
11 January 2026
Unprompted review
Reply from HEAL'S
We’re very sorry to read your comments and to hear about the damage caused when opening your lamp. That certainly isn’t the experience we would want for any of our customers.
We understand how upsetting this must have been, particularly given the damage to your table, and we’re sorry that you feel the resolution offered did not reflect the situation appropriately. We do take concerns regarding packaging and product safety seriously, and your feedback will be shared with the relevant teams for review.
'Heal's where great design lives and…
'Heal's where great design lives and delivery dies'
Yesterday I finally received a table lamp that I ordered on October 10th last year. Thank goodness it wasn't totally smashed up like the erroneously dispatched floor lamp that Heal's sent me last year.
18 January 2026
Unprompted review
Reply from HEAL'S
Thank you for your feedback.
We’re very sorry for the long delay with your table lamp and for the previous incorrect delivery — that’s not the experience we want for our customers. While we’re glad your lamp arrived safely in the end, we understand how frustrating this must have been.
Your comments have been shared with our team, and if there’s anything further we can do, please don’t hesitate to get in touch directly with your order details.
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