“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.
“Unfortunately the unit was not shipped with the ceiling mount as ordered. Now the unit will not pair with the remote. Makes it a worthless piece of ceiling architecture.”
Hi John, our apologies for the level of service you received. It seems that there was a mix up on the courier side of things, and that the driver was unable to deliver your heater for some reason. I do understand now though that your heater has been delivered, and we hope everything has now been rectified. Our apologies once more, if you need any help with anything regarding anything else, please just give us a call on 0116 321 4124. The Surya Heating Team.
“Delivery was concluded, they didn’t leave item as nobody was at home - we didn’t know we had to be in.
I booked for delivery today on DX web form - they cancelled!!!!
I’m not impressed at all”
Hi Anthony, our apologies for the level of service you have received. Indeed, as you have mentioned the first delivery failed as no one was home to receive it. We have since switched your delivery to a non-signature delivery, and the heater has now been delivered to your address. Our apologies for the delays once more. If you need anything else in the future from us, you're always welcome to give us a call on 0116 321 4124. The Surya Heating Team.
“Unable to rate the heater yet as still not received it. Paid for next day delivery and should have arrived on Friday. Got given a 2 hr a lot but the delivery came early, I drove into my driveway as the delivery driver drove off, tried to get his attention but didn’t stop.
Rebooked for Monday, didn’t arrive and now saying arriving today, but no delivery slot given.
I called your customer service on Friday but felt I was treated as stupid and the advisor was very abrupt. No help whatsoever ever.
Just hope if and when I get my heater that it is better than your customer service.
For your information I have also tried to phone, live chat and email dx with no response. So very poor all round.”
Hi Margaret, our apologies for the level of service you have received. As you have mentioned, unfortunately the delivery driver was unable to deliver your parcel as there was no one home. We have now rectified this with the courier and I believe your heater has now been delivered. Our apologies once more for the service you have received. The Surya Heating Team.
“Poor service delivered wrong item and still to date haven’t received my full refund I wouldn’t ever use these again they lied about stock too my money and even had the audacity to send me a cheaper version of what I purchased.
If I don’t receive my money back in full I will be taking a small claims against these con artists”
“Order was delayed because they were awaiting for the towel rails (which are still missing). The Arden was placed in September and we are now in December. Never heard from them and had to contact them several times before they replied.
I have now tried to contact them regarding the towel rail’s and yet again no response.
What appalling customer service. I recommend never use this company unless you like waiting for ever and no correspondence.”
Hi,
Thank you for your review.
I can see that you ordered a standard heater which is simply turned on at the plug.
If you would like to control it via a remote or thermostat please get in touch and we will be able to get the correct type sent out to you.
Kind regards,
Surya Heating
“we bougt heaters based on the website recommendations for the size of our rooms and had to make an additional purchase to double them up in order to get the house above 12*c in winter so double what they recommend. we have had some issues with our heaters and emailed asking for help/advice and in over a year we have still had no response.”
Hi,
Thank you for your review.
I apologise that you have not had any contact with us I am unable to see any emails from you in our mailbox. Please get in touch with us directly on 01163214124 so we can get this resolved for you.
Kind regards,
Surya Heating
“Panel stopped working after a few months and they refused to accept any fault and only willing to test the product if i sent back at my own cost even though it had been tested by a qualified electrician”
Hi Jay,
Thank you for bringing this to my attention.
As per our Terms and Conditions any item out of the 14 day return period we need to get back under warranty for our team to test it and get a replacement sent out to you.
If you get in touch with us on 01163214124 we can resolve this for you.
Kind regards.
“Not happy. The heater didn't provide much heat and when I wanted to return it practically unused, I was told that we had missed the deadline. the heater is still in the garage unused.”
Hi Mirja,
Thank you for bringing this to my attention.
I apologise that you feel that way, unfortunately as per our Terms and Conditions we need products back after 14 days to action any exchange of the heaters.
We can resolve this for you, if you could give us a call on 01163214124 so that we can find the best solution for the situation.
Kind regards.
