Vanner99
Shipping Damage, Difficult Refund Process
Ordered an Ember Flex Radiant Panel Heater 47" x 24" unit directly from the WarmlyYours website for approx. $730. It arrived damaged—smushed box, bent & dented panel. These panels are fragile and easily bent & dented because they're made from thin sheets of aluminum and the packaging is not adequate to prevent damage. There is no foam protection on the front or back faces (just the outer box cardboard and air space), the only foam on is on the corners and middle edges. I alerted WarmlyYours to the damage the same day as it was received. They needed a few photos, then sent RMA instructions and a return shipping label, and I delivered the package to FedEx store. It took over a month to be reimbursed even though the returned item arrived back at WarmlyYours two days after it was received by the purchaser. I had to contact them repeatedly about the delayed refund. They were cordial but had excuses such as stating there were "issues with the bank” (their bank), and twice said the refund would appear in the next day or so, but didn't. I persisted and eventually they sent a refund minus a shipping charge. I contacted them, again, and explained that I shouldn’t be charged for a damaged product return shipping. They agreed and sent another refund for the mistaken shipping fee—only this refund was one penny less than what I was owed! I don’t care about a penny but it speaks to their not caring about details, shipping protection, timeliness, etc. The return/refund process was a huge pain point. Aesthetics-wise, the panel looks like a dry erase board. One could argue that it's about function and not looks. But it’s large on a wall and options besides white or black would be better. Other IR heating panel manufactures offer artwork or your photos printed on the panels—which some might prefer over a plain white or black panel. WarmlyYours does sell glass and mirrored versions which appear less dry-erase-board-like. But I wouldn’t trust those products to arrive unbroken. I can’t comment on the heat output because I never plugged in the damaged panel. Reviewers state it warms objects and your body, not the air, so some like it, while others do not. If you want to try it out, I’d recommend purchasing on Amazon so a return/refund would be easier. Overall I can't recommend buying from WarmlyYours due to poor shipping protection paired with the major hassles involved in getting refunded for a damaged product.