Herschel Infrared North AmericaReviews of herschel-infrared.com

I purchased a thermostat and a heater. When they sent the wrong thermostat, I tried to get a return label so that it could be returned. It's basically impossible to talk to a live person when you have a problem and no one ever got back to me. The only mailing address I could find was to England and I had no way of confirming if this was the correct address for a, footing the bill for the return would have been expensive. What will happen if I have a problem with the heater itself? There will be no help available. This has been a big and expensive mistake.

This was an overall horrible experience and I would recommend going with any other supplier. The heating system does not work as advertised and the company had to send me 3 replacement thermostats before they sent us a properly functioning one.

No mounting hardware came with the heaters. Website doesnt say anything about having to order separately. Just opened the box and all there is is the heater.

If I could give 0 stars, I would. This has been one of the most frustrating customer service experiences I’ve had. There has been a complete lack of transparency from the beginning. The website advertises quick shipping, yet it has now been **TWO MONTHS** since I placed my order and I still have not received it. At no point during the ordering process was it made clear that the products would be shipping from the UK and would need to clear international customs. My order then sat in customs for an extended period and is now apparently being **sent all the way back to the UK**—and I still cannot get a firm answer as to when I will actually receive the products I paid for. To make matters worse, there appears to be only one customer service representative in the U.S. handling my issue. Despite repeatedly asking for my situation to be escalated to someone who can actually resolve it, that has not happened. The representative also continues to spell my name incorrectly in nearly every correspondence, which only adds to the feeling that my concerns are not being taken seriously. After two months, I still have **no product, no firm shipping date, and no clear timeline for resolution.** For a company selling expensive products to U.S. customers, this level of communication and transparency is completely unacceptable. I would absolutely not recommend ordering from this company based on my experience.

Where are my heat panels? They say they are still sitting in customs since the 23rd which is a day after it was shipped and waiting for you to authorize them. That was two weeks ago. I need them! It is stopping my occupancy from going through.

I have not received delivery, and I have been unable to contact anyone at Herschel to address the issue.

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.