Herschel Infrared North AmericaReviews of herschel-infrared.com

Great customer service when we were researching which heaters to purchase for a yoga studio we were opening. Once we purchased however customer service was terrible. We were originally told 7-10 days for delivery which is one of the reasons why we went with the Herschel heaters, after hearing nothing at 7 days post purchase we reached out to check the status. Told by staff that they would check on the status. Then told they believed they would ship the following day. After waiting again for a couple days we reached out again to see if they had been shipped. No response to phone calls or emails. Finally told they had shipped, still no shipping email notification. Reached out for confirmation again, finally told no they hadn't actually shipped. Then told it would be another 7-10 business days for shipment. This was after we had already been waiting 2 weeks (and had been told back then it would be 7-10 days). After repeated calls and emails being ignored we finally called their head office in the UK. Miraculously they were shipped that afternoon and were expedited to us. Extremely stressful time for us as we had tradespeople lined up for install based on the time frames we were given. To also be pretty much ghosted when you have spent ALOT of money on something is terrible. I am giving two stars only for the good pre sale customer service and the quality of the heaters themselves.

Very fast answer to mounting question before purchase and very fast delivery after online purchase.

great heater and technical support

Firstly, I hope my poor experience is the outlier as we support the infrared technology and the company seemed reputable. Here’s what happened: I ordered the Inspire panels which were more expensive 699$ but lighter than the Comfort series 24lbs bs 34lbs. I received panels that were labeled as Comfort, a different serial number than the receipt I was sent, measured smaller than the specifications and heavier than the Inspire series. Initially, I thought it was a simple mistake of a wrong order. However, when I sent the email to inquire, I received “assurance” that the order was ok and the heavy panels can be used with a stand. That was insulting and potentially a rip off. I could have ordered the Comfort series: got more power 850 vs 750 watts, and saved money 649 vs 699$. The principle of transparency, and accuracy didn’t seem important for that employee. I therefore requested a return per their policy. That’s sad as I chose this company for what appeared to be a culture of excellence. The correspondence is another issue, as I received one email (the assuring one) last week and nothing yet a week later.

I had to call Jack in the UK because no one works respond to my emails/calls regarding issues with missing paperwork on your end with customs! Great in sale end but once you have payment…. The service stops there!

Customer help was amazing. Very prompt placing order and delivery.

still waiting for 4 of 6 boxes with no information.... please help.

Great product, simple to install and looks great on the ceiling. Although it is July I have run the unit and I expect it will be fine once we start using it regularly in the fall. It was packaged very well to protect during shipping. We fully expect to order more units.