Surya Heating Bewertungen 

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.

Had my outdoor heater for 4 months and all the front cage has rusted. I was told by the company it’s because I live in Cornwall with sea air. My friend has 2 of the same units purchased a few months before me, he lives closer to the sea and his units are fine. Surya have not attempted to resolve this in any way other than telling me to clean it. So in 12 months my unit will be looking even worse. The heater itself is great but cosmetically will be looking very tired in a short space of time. Poor customer service. So if your thinking of buying one take into account you can’t live in Cornwall, unless your my friend and had 2 lucky units which don’t rust.

Surya advertise items for sale that are out of stock, and have a long refund process. If an item is out of stock refund should be processed as immediate a payment for the purchase of the item.

Bought the personalised image heater back in 2019. Couldn't be more pleased with the heater. It has been brilliant and is comes into its own when the weather is turns colder. It's a real talking piece when people come see it for the first time as it looks great as a picture - but also warms the room up really quickly and effectively. Remote is really easy to use and easily programmable. I am still trying to get my wife to stand away from it as she insists of standing in front of it as if it was a log fire!

The customer service was exceptional. When we had a problem due mainly to my lack of understanding they took it into account and went over and beyond to sort it. In particular I would like to thank both David and Simon; a lot of other businesses could take a lesson in customer relations and care from this company.

Had a small issue with the wrong colour heater being delivered. However Georgia had everything sorted within a day at no inconvenience to myself. Great customer service.

Having purchased a picture heating panel for my father in law to help top up the heating in his room, I contacted them again by phone to ask how to get an image checked for another heater. I was asked to email the images team and Bijal was very helpful reviewing and cropping my photo and informing me regarding areas that may be a little pixelated, with close up shots. This was all before I had committed to purchasing the heater. Once purchased I forwarded Bijal my reference code and he did the final touches for sign off. I am very happy with service so far and they have more than managed my expectations regarding the timing of production and delivery as I had missed the Xmas cut off (which was just bad timing on my part). Very much looking forward to the new year when I will receive the final product. Thank you

Arrived promptly. A good product. Reasonable returns policy - but not wonderful.

Haven’t installed it yet

They proactively sorted out my order mistake & the IR panel arrived very punctually

Purchased the 60x60cm 350w infra red wall panel on the back of a YouTube review where the guy got sent the same one to review. His came with feet and a remote...mine didn't! The panel plugs into the mains there is no On/Off switch, you either have it plugged in and ON or not plugged in. I'm using it in an 11meter cubed room (1.8m wide x 2.5m long x 2.4m high). It doesn't warm the objects in the room as advertised. The heat is practically the same as an oil heater. It's been on for 6 hrs and has cost me 46p or about 2kwh. I'm not impressed with the heat, unfortunately.

Super fast delivery and I love the infrared heaters. Not my 1st purchase and won't be my last.