“Charged me in full plus delivery and did not deliver. Had to pay a sub contractor to pick it up and they will not pay the additional $250 I had to pay or credit the shipping charges I paid them. Items took additional weeks to get and shut down my project. Terrible company to due business with!!! Stay Clear of this company. Update. This company is now blaming this on me and not taking any responsibility. Still have not received any refund from the shipping company THEY hired. Clearly no customer services and have zero respect for customers. Stay clear from them to avoid the headaches.”
Hi Jim,
Thank you for your review and we are very sorry for the outcome of your order. I will put some context around what happened as this was a carrier error and not Insulation4US.
Your order was collected from the manufacturing plant only a few days after you placed your order and to be shipped to your job site. When we book in shipments we book the shipments on your behalf as the customer to assist in making the process as easy as possible. So ultimately we have very little visibility on what happens to your shipment when it leaves our yard. Whereby if you the customer call the carrier (as the shipment is in your name) you will get more information than we can.
Ultimately what it seems to have happened is your order was shipped to the last mile depot and it was that depot that decided they would not be able to bring your order the final mile to the job site. On your behalf we have sought additional information from the carrier as to why this is the case and have also sought the additional $250 for you having to go collect. We are currently waiting for more information from the carrier broker on this.
As stated it is you the customer that is in more control of the LTL shipment after it leaves our warehouse than we are as it is booked in your name. Typically carriers will not discuss these details with us even though we try to assist as best we can to get a resolution if there are ever issues with carriers.
Please bear with us as we continue to apply pressure on the carrier to refund a certain portion of your delivery charge for you. I would also suggest that due to the shipment ultimately being in your name its best that you do the same. We can try act on your behalf but are limited in what we can do.
We completely understand your frustration in relation to this as you paid for a service and at the end of the day did not get that with your carrier. This was not Insulation4US that messed, it was the carrier company.
I would like to assure you that we are actively seeking your refund from the carrier and hope to be back in touch with some positive outcomes over the coming days. If you can I would suggest you apply some pressure also.
In the meantime please continue to liaise with your account manager Fiona as she will keep you updated on the situation as we get more information.
We are very sorry for the outcome of the shipment of your order and hope that you are happy otherwise with the service we provided and the quality of the product you received.
Regards
Insulation4US
“They had the best prices I could find and the order process was very easy. Shipping was fast and the shipper was great to work with. I will be ordering again in the future.”
“The product was acceptable. They didn't know when they would be able to ship it though so I had to spend money on a Uhaul and time out of my work day to go pick it up an hour away.”
“I received wrong product requested price adjustment numerous times. With no resolution. Now not receiving any reply to my emails regarding price adjustment or final statement.”
Hi Daniel,
A refund was issued on the 12th May and a copy of your invoice emailed also.
It seems that Garry your sales representative was on leave in and around the time your order was delivered. So your emails were slow to be picked up by the rest of the sales team during his time of leave.
Sorry for the inconvenience.
Regards
Insulation4US
“Large array of insulation available. Personel very responsive to emails and calls. Would be 5 stars except for delay in shipping on orders. However, will continue to use them for all insulation needs.”
“You came through when Home Depot didn't, thank you so much. I will recommend you to all of the people that ask me about insulation on my FB build page.”
“Can’t beat the price. They were very good to work with and Nathan especially was very helpful. Due to the supply chain issues everywhere, the original insulation I ordered got back-ordered 6 months and they helped me to find a suitable alternate which actually worked out great.”
