Herschel Infrared Ltd Avis 

great product many thanks

I purchased three thermostats and five panel heaters from Herschel Infrared, expecting a reliable heating system. Unfortunately, the thermostats have failed multiple times, from new, even after being replaced several times by the company. Issues included units becoming unresponsive, failing to switch off, display failure, sensor failures. At times, I had to manually switch off at the consumer unit.

This has left me without a functioning heating system, despite months of troubleshooting and replacements. One very cold family this winter!

Initially, customer support engaged with me and provided replacement thermostats (12 in total). But the same issues kept happening. When I made it clear that this was not resolving the problem, they stopped responding.

I am extremely disappointed in both the product reliability and the company’s lack of accountability. A heating system should not require constant replacements and troubleshooting to function properly.

If you are considering buying from Herschel Infrared, I would strongly recommend researching alternative options first.

EDIT: No such letter from the 'CEO' was received on Feb 21st.

I just fitted the towel holder heather in my bathroom, very nice design. It warms up the room well in about half hour. Very easy to control and program from the mobile. Delivery is fast and Customer service is brilliant.

Very difficult to keep the temperature of the rooms where you want them due to a half degree variance on the thermostat.

Also one of my 4 heaters has broken after a year and despite it being within the warranty period I've still not received a replacement. The after sales service has been an absolute disgrace. Its costing me more money fault having to run the other 3 all day to compensate.

I have 17 Radiators in a full house install. I have had 3 replaced inside 12 months and have another 3 now faulty 12 months later.

Great products, but after care service terrible! I have made numerous requests for advice and need help from a human, not a bot or email. Was going to buy more but seriously rethinking.

Very friendly advice and once we finally placed the order we received a very prompt delivery. It is in the early days of the installation but so far so good. It heats the area evenly without any obvious hot spots

Ordering process easy, but no contact since ordering on 4th Feb (now 19th Feb) or update as to progress of order.

Great product that really heats my room well.

I would have given 5 stars but Parcel Force really left a sour taste due to its incredibly poor service.

Please realise that by changing your courier you will improve your service massively.

Very fast delivery of a very useful thermostat control centre.

Dealing with this company was a delight. Care was taken to help me calculate what heater was appropriate. The heater itself was delivered promptly and is now working very well.

Fantastic products and customer service. Infrared is a brilliant alternative and now heats three rooms in our house. Looks stylish, feels great and saves us money.

We’ve moved into a house that is solely heated with Herschel infrared panels.
Unfortunately they don’t all talk to their manual thermostats and after many attempts to get hold of technical support (very rare for someone to answer the phone or call back) I’m told the technology is obsolete and they can’t help us. This also means we can’t use an app to control our heating.

So basically, unless we spend thousands of pounds upgrading the hardware (taking into account electrician costs), there is no support for us and no ability to have fully working and responsive heating despite a costly install 5 years ago.

Incredibly disappointing and this would totally put me off going for these panels as a sole heat source. Now considering changing to an ASHP and binning off Herschel entirely.

Something to consider. It seems you will be tied into planned obselence and costly upgrades every few years just to continue using your heating with very little support.

Edit: this is not solely about app controls. This is about the fact that some panels no longer ‘speak to’ their thermostat and there is no support available for when this happens and no ability to fix without upgrading hardware which has only a 2 year warrantee. Each T1 and R1 are also encased in plastic and having to upgrade every T1 and R1 is not environmentally friendly. This smacks of planned obsolescence as at the end of warantee the company may stop supporting the upgraded version too.
Customer support is also poor. I lost count of the number of times I was told “I can’t help you” on the phone! A terrible first impression.

Great heater, makes such a difference

Great company to deal with, knowledgeable staff, quick and efficient delivery of or product

Does exactly what it says ….. my challenge is connecting it to WiFi - so simply opted to use it manually (since I bought it for as and when too up).

A great bit of kit. I tried a cheaper mirror company but it would not work. Our shower room is now warm on demand. The mirror never steams up. Very pleased with the Herschel heated mirror

First class company to deal with. I found them really helpful and easy communications. 10 out of 10 all the way.

Bought the XLS panel heater three years ago. The Wi-Fi Thermostat was difficult to set up and use, so I replaced it after a few months with a T-BT battery controlled thermostat with a two year warranty which worked better. However that has just died, and Herschel can't fix it and won't make an allowance for a replacement, so here I go with the third thermostat in three years..