Herschel Infrared North AmericaReviews of herschel-infrared.com

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.

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.

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

Purchased a 1200W panel and associated thermostat, but the panel has stopped working after only a couple of days. I submitted a support request late last week but have yet to hear from the support team. The panel is lovely, but only a large white wall decoration at this time.

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.

still waiting for 4 of 6 boxes with no information.... please help.

When I ordered from Herschel I was very excited to receive the product, even after I had difficulty with the slow or no response to my inquiries. Three days after I placed my order, I received an email offering me a 10% discount if I placed an order with them ( well I already did ) when I asked if they could extend the discount to my current order, they never responded to my calls or emails. ( as a small new business, any help on building costs would have been greatly appreciated) Then I received an email from customs in California stating that my order is detained due to improper documentation. I made many attempts to contact Herschel to find answers to how they were going to resolve this delay. ( again receiving no response) Customs stated that if the issue was not resolved shortly, customs would return my order to Herschel. I found the situation very frustrating, as a woman business owner, I did not get responses to my emails. But when a third party male made an inquiry regarding this situation, they did respond to him promptly. When I requested updated tracking information, after 3 emails, I never received an acceptable response or an update on the tracking of my order. The product did finally arrive . But it was a very frustrating and unpleasant transaction.

Unit was back ordered, but then the ship date was delayed a week and I still haven’t heard when it will ship.