“I ordered infrared panel stands with wheels all in white, but got flat stands with no wheels in black and white. As it turns out the flat ones are a bit more stable so suit my purposes better. Fast delivery from dispatch. Sent Friday/rec'd Monday”
Hi Clare! Thank you for your review! It's odd that you were sent the wrong panel stands out, however you are right, in that the flat stands are sturdier than the ones with wheels. If you need anything else from us in the meantime, please just let us know on 0116 321 4124. The Surya Heating Team.
“E mailed these guys due to a problem with a remote controller.
A replacement was delivered next day no questions asked.
Perfect customer experience
Thank you”
Hi Philip! Thank you so much for your review! It's great to hear that we got your replacement controller sorted without any fuss. If you need anything further from us, please just let us know on 0116 321 4124. The Surya Heating Team.
“Received my panel heater very quickly and was kept updated as to the progress of this.
I phoned the staff twice just to clarify a few points & found then to be very helpful & once I understood the website it’s very easy to navigate
I won’t actually be installing my heater until my garden project is completed in February 2026 but took advantage of an extra Xmas discount being offered”
Hi Mark! Thank you so much for your review! It's great to hear that the customer services team were helpful when you spoke to them. If you need anything else from us, please just let us know on 0116 321 4124. The Surya Heating Team.
Hi Nicola! Thank you so much for your review and for your repeat purchases! It's great to hear that you were pleased with our service. If you ever need anything else from us in the future, please just give us a call on 0116 321 4124. The Surya Heating Team.
Our apologies for the experience you have had with us. Following my discussion with the customer services team, I understand that you placed an order for two bar heaters in June, and that you requested a refund for them on December 15th, because you no longer wanted them. Unfortunately, this is approximately 5 and a half months after the returns period ended, and we are no longer able to provide a refund for this.
Hi Belal, our apologies for the experience you have had so far. I've looked up your tracking and it seems that delivery was attempted twice last week (once on Tuesday 2nd December, and again on Wednesday 3rd December) and a calling card was left at the delivery address. The order is out for delivery today again (Monday 8th December) so please ensure that someone is at home to receive it, or that you visit the courier's website to have it delivered to a safe place or a neighbour's house. Thanks, the Surya Heating Team.
“Site is really easy to navigate. Delivery was very quick. Mirror/heater is really space saving in our small living room. Visitors are fascinated by the heat from the mirror”
Thank you so much for your review! It's great to hear that you're getting on well with your Mirror IR Panel. If you need anything else from us, please just let us know on 0116 321 4124. The Surya Heating Team.
“To be honest I was expecting instant heat like a patio heater this wasn't the case, it takes time to warm up and it only heats things directly bang smack in front. If you are sitting slightly to the side of it you won't feel it. Overall I'm a bit disappointed in this”
Hi John, I'd like to apologise for the experience you've had using our products. If you were after instant heat, then I'd recommend one of our actual patio heaters, such as our Theia or Athena Bar Heaters. One of my colleagues from Customer Services will be in touch today to find out more about your space and the heater you've got so that we can look at rectifying this for you. Thanks, the Surya Heating Team.
Hi Nick! Thank you so much for your review! It's good to hear that you're pleased with your heater. If you need anything else from us, please just let us know on 0116 321 4124. The Surya Heating Team.
“Very good heater seems to work really well but only used for a week so time will tell.
For the extended warranty would be good if you could fill in and email the form online rather than posting.”
Hi Richard! Thank you for your review! It's good to hear that your heater is working well. If you need anything else from us, please just let us know on 0116 321 4124. The Surya Heating Team.
“This is my second order of the same panel. Last panel died after around 3 years. First panel was damaged slightly in transit but ok. Second panel, same sort of damage on the side but this time the plug was also broken. Offered 5% refund if I changed the plug myself, I'll see if this comes through. Main issue is that the panel is advertised as ceiling mounted, after purchasing their ceiling suspension kit the first panel (in 2022) went up fine. The identical model didn't despite advertising on the website and details in the user manual. It should work and be a straight forward swap. Customer services were not helpful and said the model should go on the wall but as mentioned, this is against experience and the above advertising and details so I believe it is a manufacturing issue that Surya heating do not wish to either admit or customer services don't fully understand their own panels.”
Hi Daniel, firstly I'd like to apologise for the experience you've had shopping with us. Your 5% refund will be processed as soon as possible, and once processed, should in your bank account within 5 working days. I can see in your order that you have purchased a Frameless panel - these panels have never been compatible with our Suspension Kits as they lack the screw holes around the edge in which to attach the suspension cable. They can however be used with our ceiling brackets, hence why we advertise them as ceiling and wall mount. The manual states that the Suspension Kit is compatible with the Classic, NXT Gen and Nexus IR Panels, but doesn't mention being compatible with the Frameless panels. If you want to use the Suspension Kit that you already have, we'd recommend going for the 700W Classic IR Panel. We're happy to get this resolved for you, the team are happy to help on 0116 321 4124.
Hi Timothy! Thank you for your review! It's great to hear that you were pleased with our service. If you need anything else from us, please just let us know on 0116 321 4124. The Surya Heating Team.
Thank you so much for your review! It's great to hear that you were pleased with the level of service we provided. Please do let us know how you get on with the product itself! If you need anything else from us, please just let us know on 0116 321 4124. The Surya Heating Team.
Hi Karen! Thank you so much for your review! Please do let us know how you get on with your heater once it's installed. If you need anything else from us in the meantime, just give us a shout on 0116 321 4124. The Surya Heating Team.
Thank you so much for your review! We're pleased to hear that you were happy with our service. If you need anything else from us, please just let us know on 0116 321 4124. The Surya Heating Team.
Hi Susan! Thank you so much for your review! Please do let us know how you get on with your heater once it's installed! If you need anything else in the meantime, please just let us know on 0116 321 4124. The Surya Heating Team.
“Wow, the customer service is beyond good. They were so helpful and knowledgeable. I don't normally write a review. However this time, I was very happy to as they need to know they are doing a great job. Well done.”
Thank you so much for your amazing review! It's made our day hearing feedback like this :) if you need anything else from us, please just let us know on 0116 321 4124. The Surya Heating Team.
