Herschel Infrared North America Opiniões 

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.

I had great help in purchasing the right size panel heater. It was received with quite a bit of box damage. I took pictures and sent to the gentleman who helped me order. He said if I had any issues he would stand behind it. After installation and a few weeks of use it started making noise. Noise it shouldn't be making. I took a video and sent it to the gentleman who helped me. After a few emails and a phone call they were in agreement I should be sent a replacement at no charge. I did receive the replacement and the box was in much better condition than the first one. So far after a few weeks of use with the new one I have had no issues. Customer service was very helpful up to this point. Hopefully I do not have to contact them again.

The product is very well made, very functional, and easy to install. Herschel North America office was unresponsive. The folks from the UK office were very helpful. Delivery took longer than expected. I question whether Federal Express is your best option for shipping. A multi-package shipment was broken up into individual deliveries over several days. I spent a significant amount time dealing directly with Federal Express.
Ultimately the panels were delivered, undamaged.

Heater was delivered and it took a very long time to receive. There was no prompt to add a thermostat to it. We actually ordered a standalone unit and one would expect that it had a thermostat. I even wrote an email with several questions that have gone unanswered. It seems like you don’t have enough North American personnel.

excellent product. smooth heat. exactly what we needed to take the edge off our drafty old house. Nice comfortable heat.
Planning on heating the whole house this way in the future.

Love the simplicity & look of my heater

Warning to people considering this product: Poor customer service after sale. They were very helpful before sale. After a year of use it started developing stains. Had a couple back and forths. Then was told it was wired wrong, and they sent a blog on how it should be wired. However that blog can’t be navigated to from their website nor is that information in the actual instruction manual. And once I pointed that out , all communications stopped. I have a beautiful bathroom with a horrible eyesore of a heater on the wall.

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 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.

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, 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 West Ontario in two weeks over the Christmas holiday period.

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!

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)

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.

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; 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

Elle is great to work with

Great product
Easy direction for installation