Herschel Infrared North America Omdömen 123

Shipped from UK faster than original tracking indicated. Units have not been installed yet.

Quick and easy ordering, along with Excellent Instructions!

Customer service a little weak at first but did replace my failed unit, so happy now.
Thanks

Justin was extremely responsive. A few issues with the panels which were promptly and very satisfactorily addressed.

I went with simply the best infrared heaters and therefore went with Herschel and I am so satisfied.

Beautiful and highly functional product. We purchased the ceiling panels. Love the soft, conforting, indirect heat. One is not aware of heaters only a plesant environment.Customer service is 11 stars out of 10.

Unit failed after 3 months
When I finally got to customer service was told it was installed incorrectly, but installed according to the 1 page instructions included.
They sent a 7 page pdf that was not in shipment. Emails to customer service not returned
Calls disconnected after several unanswered rings.
NOT A GOOD COMPANY

I purchased 2 panel heaters and a thermostat that the website directs you to. Customer service prior to delivery was helpful. However, I have attempted to contact Herschel a number of times since and have not been able to get assistance.

The thermostat package was lost by FedEx and I was told I had to contact Herschel for resolution. The customer service number either goes straight to voicemail or puts you on hold and eventually hangs up.

One of the heaters was dented upon receipt. Additionally, the heaters have no control capability. Based on the information on the website, it was my understanding that they communicated with the thermostat and the app via wifi. However, as there are no controls or buttons on the heater, this does not seem to be the case. The only way to turn them on or off is by plugging them in and then unplugging them. There is no way to control the temperature. There is no wifi connection, so they are not recognized by the app. So, even if I had the thermostat, there would be no way to connect it to the heaters, without hardwiring all of it, if that is even possible with the thermostat. None of the information on the website or that was shipped with the heaters clarifies any of this. For the amount of money that I spent, this is unacceptable. And, as the heaters are not practical or properly functional in their current state, they are of no use to me. However, as I cannot reach customer service, there is no way to resolve the issues or even return the products.

This review addresses a panel from Herschel that we purchased to install on the ceiling to heat our big kitchen.
This is the second time we have used a Herschel panel in our home. The first one has provided heat in our remodeled bathroom for the last three years and continues to perform beautifully.

With help from Herschel we determined the size and installation location of the kitchen panel and ordered it.
First attempt: The kitchen panel arrived in a package that was quite damaged in shipment. The onus on us, we should not have accepted delivery from the carrier but we did and had it installed. It never functioned.
Second attempt: Herschel sent us a second panel
which provided the heat that we expected until it abruptly quit working - one morning there was no longer heat produced.
Third attempt: Working with Customer Service folks to brainstorm the issue resulted in Herschel sending a third panel which is installed and working beautifully.
Product Rating: 5 stars for producing the warm environment that we enjoyed from the Herschel product.
Customer Service: 5 stars for working with us and providing the expertise and customer treatment that was superb. Thank you.

I had great help in purchasing the right size panel heater. It was received with quite a bit of box damage. I took pictures and sent to the gentleman who helped me order. He said if I had any issues he would stand behind it. After installation and a few weeks of use it started making noise. Noise it shouldn't be making. I took a video and sent it to the gentleman who helped me. After a few emails and a phone call they were in agreement I should be sent a replacement at no charge. I did receive the replacement and the box was in much better condition than the first one. So far after a few weeks of use with the new one I have had no issues. Customer service was very helpful up to this point. Hopefully I do not have to contact them again.

The product is very well made, very functional, and easy to install. Herschel North America office was unresponsive. The folks from the UK office were very helpful. Delivery took longer than expected. I question whether Federal Express is your best option for shipping. A multi-package shipment was broken up into individual deliveries over several days. I spent a significant amount time dealing directly with Federal Express.
Ultimately the panels were delivered, undamaged.

Heater was delivered and it took a very long time to receive. There was no prompt to add a thermostat to it. We actually ordered a standalone unit and one would expect that it had a thermostat. I even wrote an email with several questions that have gone unanswered. It seems like you don’t have enough North American personnel.

excellent product. smooth heat. exactly what we needed to take the edge off our drafty old house. Nice comfortable heat.
Planning on heating the whole house this way in the future.

Love the simplicity & look of my heater

Warning to people considering this product: Poor customer service after sale. They were very helpful before sale. After a year of use it started developing stains. Had a couple back and forths. Then was told it was wired wrong, and they sent a blog on how it should be wired. However that blog can’t be navigated to from their website nor is that information in the actual instruction manual. And once I pointed that out , all communications stopped. I have a beautiful bathroom with a horrible eyesore of a heater on the wall.

Great customer service we had an issue with a couple of our panels but they just stepped up and took care of it with grace!

I never received my order after waiting almost 2 months and was lied to repeatedly every time I inquired as to status. As I sit here today, my order that was placed and paid for Dec 4, 2024 has not been delivered and no one has advised me in the last 2 weeks when I will receive even though I keep asking.

I'm extremely disappointed with my experience with this product. I ordered 2 comfort panels whose amperage is too high for the power capacity in my circuits. I didn't even open the boxes knowing that they wouldn't work. I tried to return them and the customer support was really poor ( in the US). They finally told me that they would charge 15% as a ' restocking fee" plus I wasn't given a return label nor any special shipping service price so the cost of returning the heaters will be higher than the cost of the heaters themselves. The information on the website should be clearer, the 120V option has too high amperage load which makes this solution pretty onerous if you have to install dedicated power circuits and do drywall work. The return policy is pretty abusive too...not what I would have expected from Herschel. I don't recommend this company.

Received two different heaters, one of which doesn't work properly. Reached out to customer service via email and phone and have received no response. Would like to work with someone to connect because the heater that works is great.

Delivered to my door in rural North West Ontario in two weeks over the Christmas holiday period.