Heal's — Local services in London

WARNING- DON'T MAKE THE MISTAKE OF BUYING AT HEAL'S After purchasing a Sonno sofa and chair and the appalling quality of the items received the furniture manager at the Tottenham Court Rd store admitted that Heal's have no quality control over furniture items being sold at the store. The furniture was manufactured in Italy and the furniture manager informed us that Heal's have a problem regarding liaising with the manufacturers as no one at Heal's speaks italian. It took Heal's 4 day's to speak to the manufacturers. At a later date on visiting the store I was verbally abused by foul mouthed CEO. This was reported to The Metropolitan Police and given an incident number. Heal's have been bought out by Whittington's Investments so is no longer under the control of the Heal's family so forget about this false notion that your buying from a company with a long history of craftmanship - they've bought the name and are attempting to use it as a vehicle to cash in on reputation -it's long gone. Customer services even asked me to explain what I meant by craftmanship!

WARNING; IF YOU STILL WISH TO TAKE THE RISK OF BUYING ANYTHING FROM HEAL'S PAY BY CREDIT CARD - THEY INTURN WILL PERSUE ANY GREIVENCES VIGOURESLY REGARDING QUALITY OF ITEMS RECIEVED. DO NOT ORDER INSTORE AS THIS MAY INCURR A CANCELLATION ORDER CHARGE OF UP TO 25% AFTER 48 HOURS OF PURCHASE.

If you feel that Heal's have wasted your time why don't you go in there stores and waste there time as the staff are on commission. Alternatively stand outside the store with a banner stating that 'HEAL'S SELL CRAP' like I do - where I have encountered a steady stream of people going into the store to complain about items with the same issues as I have had to deal with.

Castalan furniture technician stated in a report that the sofa and chair had a manufacturing fault as the seating cushions were inadequate regarding thickness of cushioning for seats- Heal's accepted this. The technician was visibly shocked at the quality of the sofa and chair. Acting on behalf of Heal's Castalan attempted to rectify issue by stuffing thicker cushioning into chair and sofa seats resulting in contortion of seats and stretching of the leather. Following allegations of being rude to Castalan technician they are attempting to disregard there legal obligations as a retailer and using excuses to shut me down. I have contacted ALL Heal's stores to inform them not to sell these items as there is a manufacturing fault - they all seemed stunned at the behaviour and conduct of staff within Heal's.

If Heal's continue to sell faulty items knowingly they in turn are being deceitful. Castalan reports are legally non binding and do not affect your rights under the 2015 consumer rights law. Camden Trading Standards will be made aware of this issue. The protest will continue outside there flagship store on Tottenham Court Rd and I can assure you at Heal's that I am not going away. The piping is actually supposed to be at the top of the cushion and not halfway down as shown -...

Do yourself a favour and please don't shop here.

We ordered a Sofa in November last year and were informed by the sales staff in store that there were delays on the item, the system showed around 6month but this was the case with all of this type of furniture so we accepted it and went ahead with the order.

When we got past the due date end of May, I checked the order and it stated mid-late September (another 4 months delayed). I called customer services and they confirmed the delay and said I should have had an email, but nothing was communicated.

As an apology they offered us a gift card which I though was generous, however whenever I tried to use the gift card to buy anything online it wouldn't work. I tried several times to via call and email to sort this out and they just kept saying it should work but it didn't and it was never resolved.

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? We were in town so went to the store at the weekend to do this in person; the sales staff wasn't much help at all, said the department used to be upstairs and now its moved (it's still in the building just downstairs now). Wanted to then know who I ordered the sofa from (I don't remember his name, this was 10months ago). I even offered to go to the other department as she seemed like this was all too much effort for her. After disappearing with our order number for a while she returned and said it won't come up in their system and the person that made the original sale no longer works there. As it had been such a long time (not our fault) we needed to ring customer services.

Monday morning I call customer services, who then need to call me back because their system wont boot up. I finally settle the bill and I'm told their delivery partner will be in touch within 48-72hrs to arrange a delivery date - exciting! 4days later and nothing, so I call again, they checked and their system had not released the order to the delivery partner. So I've been told again that I now have to wait for the delivery partner to be in touch and they don't know how long this will take.

As I sit writing this review I'm hoping 'their system' has processed it this time and we might get the sofa sometime this year, that would be lovely since they now have several thousands of my pounds, and I'd very much like the new sofas so we can finish setting up our living room. I've almost forgotten what it looks like, so It'll be a real treat when it does turn up.

I really hope there's no issues with it when it does finally arrive, I'm not sure I can deal with anymore awful customer services and their system that never seems to be working.

Please save yourself some stress and buy your home...

Today 4th May I was in their store in Tottenham Ct Road. I asked the price on a blue pot,but the sales person took along time. So I thought l would have a look around the store. I was looking at some paintings,and a security guard came up to me,and said follow me. I asked him why? He said you asked about a pot,and we don’t have it in stock,and you're not going to buy anything else. He said I was talking loud, but I informed him that I was deaf in both ears. I asked to speak to the manager,but he claimed he was the manger. I was then escorted to the back of the store where I again asked to speak to the manager. Then a lady said I’m the manager. I told her that I was registered disabled and that they had broken the Equality Act 2010. I asked for an email to make a formal complaint,and she wrote her name down on a piece of paper. Her name was Rebecca. She asked if there was any particular item you wanted to buy. I kept my calm,and left the store. The security guard should be sacked. The country is in a very bad recession,and if you treat people like this,then you won’t be in business for very long. They wonder why people shop online. I believe they broke the Equality Act 2010,and I’m seeking legal advice,and I hope for both of you l don’t find a lawyer. Because if I do,then I will sue the store for discrimination. I’ve sent an email to the manager of the store,and customer services,and they’ve both failed to respond to my complaint.

UPDATE:

The Manager Responded to my second email,but didn’t think they did anything wrong regarding breaking the Equality Act 2010.

I’ve thought hard and long about how they treated me for nearly six months,stand for what is right,even if it means standing on your own.

So I’ve issued a summons against this Company suing them for Direct Discrimination under the Equality Act 2010. Any money I win will be donated to a charity for deaf people,so they can buy...