Surya Heating Arvostelua 716

I cannot thank Daniel enough for his patience and understanding of my personal condition.
He was brilliant in verbally helping me set up my heater via the app.

A credit to the company

What a great shopping experience. Very quick in answering my questions before I bought my mirror infra red panel. They then checked that I had a good experience with my query. Ordered the item, and their choice of courier was excellent. FedEx kept me informed and product was with me 20 hours after my order. Surya then sent me a message to confirm all was ok. Brilliant customer service. Many thanks-I would certainly want to do business either way you again

Timer on the IR Bar heater we bought does not work.
Response to initial email was rapid but did not solve the problem.
Subsequent emails have been ignored.
Seems the only way to get a response is to leave a bad review here!

I bought two outdoor Thiea 1.5kw heaters, unfortunately only recieved one and it wasn’t powerful enough.
However Simon in customer services answered my call very quickly and organised two Athena units with twice the power and I even got some money back due to an offer.
Excellent customer service!

Kaz and Simon were a tremendous help with this large order for our church building. They offered clear technical advice, guided us to the most suitable product for our needs and negotiated a handy discount. The system is now in operation and, compared to the old oil convective heating, it warms up in no time at all and reaches temperatures we could only pray for before!

I’ll be honest! 1 star is a bit generous! If you are a professional installer STAY WELL CLEAR OF THIS COMPANY!! They cost me twice the value of the product all due to their ineptitude and a 3rd rate courier.
Issue no1 - Next day delivery
Cost of this service was reasonable but they use DX express who think 4 days is next day
2nd issue. Product in the box did not match product labeled on the box.
Called customer service, got put through to wrong dept who couldn’t deal with my complaint and couldn’t transfer me to the customer services. Had to send an email with proof of their mistake to get a call back only to be informed they couldn’t dispatch the correct item until the following week, lack of staff was the excuse given for that one.
Company was instructed to pick up their product and give a full refund!
Considering they were dealing someone who installs electrical heating systems for a living you’d think they would move heaven and earth to resolve issues, but their response and offer to compensate for their incompetence was taken as an insult and they clearly don’t value customers.
Good luck if you choose to proceed with using this company!!!

Superb help from Simon! I live locally so didn't want to pay postage for an accessory I was interested in. Simon was able to take payment over the phone and I'll be collecting on Monday! Thank you Simon.

Great service, fast delivery & great customer service & after care

Simon Donnerstag took great time & patience with answering ALL my many, many questions. Most helpful from start to finish. Cheers!

Only a small order this time. But still great service. Needed to have the items despatched same day and they were happy to accommodate...
Very efficient service from Simon in sales :-)

I have an older Infrared heater and the remote stopped working. I contacted Surya Heating and got a very fast response from Dee in Sales, who explained that they no longer supported the model I had, but would supply a similar remote from a later model to see if it worked, and would refund me if it didn't.

Fortunately it worked perfectly. Thanks for the help and great service Dee!

Don’t touch this company with a barge pole. We purchased a mirrorstone infra red panel in November so 4 months old. It was advertised with a 12 month warranty. The LED light is not working now. We phoned Suraya and were told we could pay to send the panel back and they would TRY and mend it then we could pay to have it sent back. That is not fulfilling a guarantee! Very disappointed with the service received from this company. Go somewhere else!
I have now had a response from Surya who claim we hung up before the call ended. This is simply not true. We were going to buy another panel but obviously won’t from them. They are obviously ok when things are going well but not when they don’t. Read the other poor reviews and you will see this is a constant complaint. Very poor customer service

Quick info for you readers..
Surya is simply an online retailer, shipping out heating products from a warehouse. Surya is also Mirrorstone, they do not manufacture and pretending they do is just marketing.

Yes they market infrared heaters but also mix in far more traditional heaters and it seems to me they hope you don't notice!
Example - the website section for Heated Towel Rails currently hosts 400 products. None of these rails use any heating technology other than a traditional element directly heating oil which slowly heats throughout the panel. Even the expensive HERAN range at £800+ is described as "with Standard Element".

So why am I rattled by this company?

In March I purchased an infrared towel rail (their ONLY one), product code: MS-TR-9046. It uses a layer of graphene which efficiently provides the heating. Expected the 3-slot unit as advertised, measuring 90 x 46 x 8.3cms. Instead I received the cheaper 2-slot unit, 78.5 x 46 x 8.3cms. I contacted Customer Services and D was very apologetic, requested a photo and promised to find me an upgraded replacement. But aside from arranging its collection there was no further contact.

Busy with other matters, it was a full month before I got back to them. This time it was G and our web chat took over 2 HOURS (I downloaded the transcription). She said they were only now supplying the smaller 2-slot units but at the same price. She offered me alternatives of the tubular type at similar prices. I said I wanted a flat IR unit, not oil filled...
Then she made the classic statement "our towel radiators are made to look like standard heating but they are in fact electric with plug there is no oil in them that is the smartness of the technology, as for infrared all of our units are infrared or electric, we would not be an infrared heating company if we sold oil filled radiators". At which point I understood that Customer Service has no understanding of what is being sold..

The towel radiator I wanted comes from China which I'm happy with - $76 Alibaba, £164 from Surya.
So I opted for a refund and will now take my business elsewhere.

Surya, if you wish to explain your side, my order was#11906. I'm very much looking forward to your response.

UPDATE #1 Surya asked Trustpilot to request that I remove the names of their Customer Service reps! Yet their full names remain in reviews where that Service are praised and repeated by Surya in their responses... So not difficult to see who D and G are!!

We bought a commercial property to find the heaters in the toilets had been wired into the lighting circuit and kept blowing the fuses. I bought two 180w heaters from Surya and I am really impressed. They are nice solid units and feel like good quality, a refreshing change these days. The instructions are very detailed, are written in good English and include an accurate mounting template. They push out a surprising amount of heat for such low consumption. Don't let me mislead you, they consume the same power as three 60w light bulbs so we are only talking ambient heat here but for such low consumption the output is genuinely surprising. I plan to leave them on all day and would not worry about forgetting to turn them off. Beautifully packaged and arrived within three days. A big thumbs up from me, thanks Surya Heating.

Very good customer service and fast to respond, would highly recommend

I bought a picture panel 8 months ago. Was great - very efficient and warm. As of the last couple days, it stays on for only a few minutes. Tried reinstalling the app, changing batteries on remote, all to no avail. I understand the app is not asking for the temperature, so the panel switches off.
Contacted customer service, who replied promptly and were willing to solve the problem. It actually was my WiFi that was the issue, I changed the connection to the panel and it subsequently worked. Customer Service were very efficient. Impressive.

I placed an order for 2 electric radiators on 6 February 2025, received confirmation email that radiators will be deliver within 2 to 3 days, however today is the 20th of February and my radiators has not been delivered. I had contact the company in 10 different occasions via email and telephone calls only to been told a pack of lies. Most recently today the delivery van could not come because a terrible accident on the road, asked to have a full refund. The customer service advisor told me is my fault as I had refuse delivery, which isn't true as the radiators has never been delivered.
I am almost £300 out of pocket as the company refuses to refund my money.
Elizabeth Pena

purchased a personalised 700w heater panel the image team In particular Bijal was fantastic and provided exceptional service in ensuring the design and images were compatible with the panel would highly recommend

Received my infra red panel heater today, I chose to have a family photo on it and I'm blown away with the image. The panel heats up quickly. I already have a basic panel near my home working station and it keeps me warm. Would like to thank Navdip for help with my photo. A big help!

My only negative was was the DX delivery, didn't show for their first assigned day, they made the second day though.

Still waiting for my product ordered on a Saturday for next day. Guessing it meant next working day, but that was not explicit when ordering. We are now at Wednesday and my delivery window from DX Xpress has passed for the second day in a row. Apparently I rescheduled. They have an abysmal review score so why use them?
Update: Apparently they tried today and dropped a card on the second attempt but I was out. I was in and tracking on the app, which I suspect is just some fake thing that pretends to be somewhere near the address to build your hopes up. There was no card and no action on the Ring bell. They told Surya that they couldn't find my address. I appreciate that this is more a review of the DX Xpress, but Surya decided to use them with their abysmal review record. I have since cancelled the order, customer service over the phone was apathetic at best and now I have to wait 5-7 days to get my money back. More importantly I took time off to receive the heater so all in all a sorry little saga. I'd make sure that they used a different courier when ordering your heaters.