Herschel Infrared North AmericaReviews of herschel-infrared.com

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.