Herschel Infrared North America

Great customer service we had an issue…

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!

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.

Poor customer service, return policy and product specifications

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

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…

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

I received the IR panel as promised in…

I received the IR panel as promised in perfect condition. I plugged the panel in after unboxing and it works as advertised. I have not yet installed it in the desired location in my home.

Hardware delivers

Hardware delivers, well made, excellent pre-sales support. I worked with support giving them all the pertinent details of my goal. With heating you really have just a couple parameters (WxLxH of the space, insulation amount or quality, ambient temp and temp goals). I explained to support that i had an 80 year old house on a crawlspace in zone 8b with moderate insulation but that i wanted supplemental heating that would keep the floors from getting cold and allow me to keep the house temp at a lower temp when in my office, which also doubles for a yoga space. I Keep my house temp in the mid 60's their suggestion was that 850-1k watts would accomplish this to about 80 degrees but if i was doing hot yoga i would need more in the 2-3000 watt range. I went with the Comfort 850 and got a thermostat plug on amazon. I wanted to test drive their hardware to determine if i wanted to put zone heating in bathrooms, bedroom and kitchen. This comfortably keeps my office (which is about 120 sq ft with 9 ft ceilings) at a comfortable temp in the 70s while the house is about 10 degrees colder when the door is closed, however if the door is open the temp tends to stay in the low 70's. I also ran this without a thermostat on full for about a week to determine how hot it could get.. with the doors closed it got up to 88, with the doors open it tended to be in the low 70's (with the house set to 60's). For what i need to keep the chill out when working from home and warm enough to do yoga (but not hot yoga) it delivered. I have no complaints, from order to delivery at my door took about 3 weeks (shipped from the uk)

Great warranty support

Product failed after about a year in service, my phone call was returned within 24 hrs. by an actual human who sent a replacement immediately to have it arrive before the holiday guests. Thank You!

Great quarrentee response.

I had a couple of panels suffer what is know in electronics as "infant failure" shortly after installation. I contacted Herschel and got a swift response . They sent replacement panels right away. Can't say enough about their service

The company is SLOW to complete tasks

The company is SLOW to complete tasks; MULTIPLE REQUEST THREADS WHERE DIFFERENT FOLKS AT HERSCHEL ARE REPLYING AND NOT COMMUNICATIONG WITH EACH OTHER, SO DOUBLING UP ON MY END, SIMPLY TO ORDER A REPLACEMENT THERMOSTAT. SLOW, VERY SLOW, ALMOST A MONTH TO GET A REPLACMENT PART ORDERED AND DELIVERED to

It probably would have been a 5 star…

It probably would have been a 5 star but after receiving the product and seen it's packaging and how damaged the box was was surprising for what I paid for the heater. There is a chip of paint chipped off on the finished side and a small dent on the back side. Hopefully it doesn't affect the way it works. A gentlemen by the name of Jason has been very good answering all my questions leading up to my purchase and after. So the service seems very good. We'll see what happens after installation.

Elle is great to work with

Great product

Great product Easy direction for installation

Chemical smell

Terrible smells like chemicals I took apart and was overwhelmed with the smell of superglue. I ended up throwing it in the trash Junk.

The infrared panel I received isn’t…

The infrared panel I received isn’t functional. I called and emailed multiple times and got no response.

Surface of the heater is too hot and…

Surface of the heater is too hot and burns the skin on the touch, not suitable for children. Had to return item and had to pay repackaging fee for unopened box as well as shipping...

Fast shipping and panel provides heat…

Fast shipping and panel provides heat as advertised

One of the two heaters I ordered showed…

One of the two heaters I ordered showed up damaged from FedEx. After contacting them via email, they immediately shipped a replacement. Fantastic customer service!! Appreciate the great service.

The best product & customer service you…

The best product & customer service you can ask for in a business that 100% satisfies your expectations go buy this product and you will be happy with it

Purchased a 1200W panel and associated…

Purchased a 1200W panel and associated thermostat, but the panel has stopped working after only a couple of days. I submitted a support request late last week but have yet to hear from the support team. The panel is lovely, but only a large white wall decoration at this time.