Herschel Infrared North America Avis 

I had very good quick responses to all my inquiries. When the shipping time was delayed, I was informed with apologies and with good amount of follow up to say when it would arrive. I was very pleased and satisfied with this customer service. thank you

This company is so easy to work with. What I received was exactly as it was on the website. We have not installed the Heaters yet, because the drywall is being installed right now, but we look forward to them working soon.

Quite impressed so far with the appearance, build quality, and customer service. We heat our fairly large home with a wood stove alone and we live in the Canadian north. We wanted to add a heater in our bedroom to help warm up the bed, so we installed the herschel infrared panel above it. I'll send you guys some pics at some point you can see how I installed it. Basically the panel is 24x48 and I built down the ceiling to 36x60 and attached a 0.5" reinforced cement board onto that. Most of the heat radiates downward but inevitably some goes up. Maybe 10% or so. So the space above the heater does get hot and I want to be sure there are no risks of fire. I'm waiting for a piece of sheet steel and I'll clad the concrete board with that and finish the seams with the l bracket for a drop ceiling. Should look very nice. Rockwool insulation in the rafter space above. I will be adding a ceiling fan nearby to circulate the little bit of heat radiating upwards but we were planning on doing that regardless. Usually we yelp when we get into bed but now it's totally cozy. I actually had to lose the shirt in bed since we've had it on which has never happened before. North American customers should be aware that the plug style is not readily available here, so be prepared to hard wire the unit in an octogon box. Should be regardless given the application/location. I have a little more confidence in wago 221 for connecting stranded and solid wiring. Was surprised to see the smaller gauge stranded wiring on a 240v unit like this, but carefully prepared and connected, nothing is heating up. I ran 12 awg from the panel to the thermostat/heater so was expecting a equally sized wire powering the unit. Nope. Regardless, it's not heating up. Overall I'm so far quite impressed with the unit and the thermostat they provide. Very simple to program. The only issue there was the retaining screw that holds the thermostat to the wall came out fine but is already stripped. I would prefer to have seen a metal thread imbedded in there so will be talking to Heschel about this as it stripped after unscrewing one time. I can jimmy this if I can but would rather them assess. Took a video to show the issue and will talk to them about it. Great job so far guys!

Great product and great customer service

We purchased the Comfort – White Frameless Infrared Panel Heater – 1050W, 120V and it has been a disappointment. We were looking to warm a space in our uninsulated brick carriage house.
The description online does state the following:
“The heated areas are a guide only and assume a medium to well-insulated space with an average floor to ceiling height of 95 inches. If room heights are greater or there are other building factors to consider then please Contact Herschel, or contact your dealer directly so that a more detailed assessment can be carried out.”
So, we did contact the dealer to see if a panel would work in our situation. We gave a full description or our space and needs. The representative got back to us quickly and provided a thorough response confident the panel would meet our needs. We purchased based off of that conversation.
We installed the panel on our 7’6″ ceiling, directly above the couch. Sitting on the couch, the panel makes us barely warmer than we were without. Almost unnoticeable. Even on 50 degree days (F), our noses are still cold. If you stand up and place your self about a foot from the panel, then yes, you feel warmth. On your head, that’s it.
Because this item is so large, even at this price, we decided it wasn’t worth the effort to try to return. We did write to the representative to let them know our experience and ask that they share with the company so others do not make the same error. We never received a response. Although a reply was not necessary it was noticeable, especially since they had been so quick to reply when we were considering purchasing.
All this said, if you are looking to heat an uninsulated space, heed their words in the description. This item will not work for you.

Very good customer service. We own quite a few products from then and occasionally one will fail but they back them up with warranty.

Installation was simple and the heater was well packaged.

Unfortunately the heat output is far less than I had expected. I'll end up having to replace the unit with something that puts out more heat.

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.

The heating Far Infrared are exactly what I was looking for, the site guides you to the material you need to use the panels. They look great and function great, I use them to warm up the room where I exercise at home, the heat helps exercise to be less painful and more enjoyable especially for winter time. the customer service was great and prompt. best price and quality on the market.

We bought a unit that we found we could not wire it in the location and had to return of a differnt unit. Thier customer service was excellent; prompt and courteous. The new unit came as planned and installed without issue. Based on the assistance up front we look forward to a long and warm experience.

Warms my little basement office up beautifully

The first heater came in damaged. And they replaced it no questions asked. Also the heater looks awesome I’m out bathroom.

We chose Herschel expected a superior product for our hot yoga studio. Delivery was efficient and as expected. Product seems high end, however
The control panel is not CSA rated as they told me it would be. I have spent over $2000 above the $12,000 I paid for the heaters to have them approved here in Canada. They did credit me $1000 usd but it has been much more in expenses to make the heaters function.
We also have had to run the heaters for over 2 hours to get even close to 100 degrees and that is with heated floors. I have the 8 heaters they told me I needed installed professionally and I’m using the thermostat they provided.
I was told the room would heat in 30-45 min and I’ve yet to see my hydro bill to know if this product is even sustainable to use.
Customer service is difficult to connect with as the tech team is all in the UK. The North American rep has been helpful but she can only do so much.
The product is nice to look at and less bulky than the traditional large panels. But they are not approved for North American use with the control panel.
And you may endure more costs than it’s worth.
Unfortunate as I thought I was choosing a superior company than those here in North America