Online Insulation Ltd Reviews

Name: Online Insulation Ltd
Rating: 4.73

4.7 Rating 1,472 Reviews

94 %

of reviewers recommend Online Insulation Ltd

Company Reviews

Metrics

Info

4.7

Based on 1,472 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	Greater than 94%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.8 out of 5

About Online Insulation Ltd:

Online Insulation is the fastest growing, UK based, independent online insulation and drylining retailer. We have over 20 years experience in the specification, manufacturing and supply of insulation and drylining materials in to specialist contractors, house builders and domestic, end users. We are one of few suppliers that can offer a wealth of knowledge along with competitive prices and efficient delivery services.

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Phone:

01509649065

Email:

info@onlineinsulation-sales.com

Online Insulation Ltd 5 star review on 16th May 2025

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Terrible place. I would strongly advise customers to avoid like the plague. Payment was smooth and hardly any waiting time to delivery. I got excited too soon it seems. The couriers dropped off an order of £350 of plasterboard before the time slot of 8-10am. At 8am they had left it outside on wet driveway where it had rained overnight. Ok- one can forgive this. But when looked at the board corners they were not just chipped but annihilated. Big pieces broken off and seeming to extend into the boards more centrally. I didn’t separate the boards from the stack as they are very heavy for me. 2 boards either side had grubby finger marks but otherwise looked ok. Then my tradesman started working on them- I had told him they were damaged and having contacted the company the earliest they can replace them is Wednesday. We were on Monday. My house doesn’t have space at present to store them and forecast to rain so the tradesman decided to use them and fix any damage. When he opened the stack it was horrific damage. You could tell they had been put directly on a forklift truck as the evidence was there in damage. Whole boards with bashed broken pieces, paper torn off the surface of the board, scratches and stains and a god awful mess. He took extra photos and sent them to me. He carried on working with them by cutting out huge segments of damaged board, and using non damaged parts which he fitted together with filler. So I ended up with horizontal lines where there should have been just one whole plasterboard. In the end the guy worked harder and gave me a much less than ideal outcome. Online insulation refused to provide any recompense for the state of the boards because they said the boards needed to be returned to them unused for either replacement boards or a refund. They even likened it to not liking a pack of biscuits, complaining to the retailer and then eating them all up. I had to say to them I have had supermarkets refund substandard fruit and vegetables based on photographs without ever wanting to take the items back. We all know plenty of companies send out replacements when the evidence of bad stock is so clear. They don’t ask to take back the bad stuff. So now I can’t even get the boarding done again without paying for a whole new set of boards and the labour again. The plain boards were only worth £50 but they fought me so much for the sake of £50. No apology and no compensation for anything. I have got the photos that I will post onto review websites and send onto my credit card company. But it has been a heartbreaking experience overall .”

Helpful Report

Posted 3 years ago

Hello Asma, Following our email flow of over 35 emails between ourselves within a 24-hour period where we apologized for the damaged goods being delivered. Us also firstly receiving complaints from you that the materials that should take 3 - 5 working days to deliver were taking as long as 2 days and we could not deliver to you on the next working day, we have offered all of the below to you. We firstly apologized and offered straight away to swap the boards that were damaged and unusable. Unfortunately, sometimes items do get damaged in transit and we are again sorry for this. This option was rejected by you as you said you didn't want to deal with us again and wanted a refund so you could get the materials from elsewhere We then offered to come and collect the whole order of materials and refund the whole amount. This was not suitable for you as you then wanted the materials to be swapped. You then asked us to swap over all of the damaged unusable boards again and this was booked with our hauler as you requested. As we explained, we would come with a new order of boards but we could only swap unused materials. If the boards had been used, there was no way of us collecting them. You then told us the following day, that you had used all of the boards but now also wanted a refund. As we explained on many occasions, we are sorry that the plasterboards were delivered damaged and we have done our best to rectify this but as we had not agreed to refund you before you decided to use the materials that you had quite rightly said were damaged, we could not refund you. As far as we can see, the complaint is that we didn't want you to keep the unusable boards along with the new replacement boards, but why you would want to throw them in your own skip is a little strange. We also needed to collect them so that they could be reviewed back at the branch. It is quite normal for companies to collect damaged goods for this reason. We did indeed reference a packet of biscuits here is the quote... "Your supermarket delivers a packet of biscuits that are broken, you contact them to tell them. They offer to come at their expense to swap the biscuits but in the meantime, you have eaten the biscuits and now want a new packet for free. If the biscuits are broken, you would give the supermarket the time to get to you to swap these over" In the end, as you had used the boards, you simply said if we didn't refund you £50, you would write a poor review. This is not the way we do business and we would prefer all of our customers to know the way we do business. We absolutely agree that the boards were delivered damaged but we need to be allowed to resolve this issue and we have tried to on many occasions. Here is a quote from yourself... "I didn’t use them personally, but the tradesman did. I can’t do anything about that now. I am sorry but I will have to post pictures (shocking) and describe how I received the delivery from your company on Google reviews and Trustpilot. I will describe subsequent events too. "

Posted 3 years ago

“Still waiting for rest of order”

Helpful Report

Posted 3 years ago

Thanks for your order and review Gary, form what we can see, you order has been delivered in full and we have ned heard from you about any missing items. We will get in touch with you directly to discuss this.

Posted 3 years ago

“Initially I was impressed with the cost and delivery. However one of the boards had other pieces of insulation glued to it and been used like a pallet. In removing them the board was damaged ( delivery driver wouldn’t do it for fear of causing damage). Unfortunately the client saw this and wasn’t impressed. On contacting yourselves I was met with extremely poor customer service. Denying all responsibility and completely fobbed off. Will not be using again.”

Helpful Report

Posted 3 years ago

Hi James, We have not had any contact form you regarding this. Your delivery was made on 10.02.22 and have had no corrispondence from you since then. Did you maybe call the hauliers office number? If the board has been delivered damaged, please let us know and we will happily swap this for you. We will also contact you to discuss this further.

Posted 3 years ago

“The insulation was not put on the van for the delivery date. The insulation was slung on the drive after I requested it be put at back of house because I would not be there (due to wrong delivery day).”

Helpful Report

Posted 3 years ago

“Order twice but never received what the order was placed on rather some replacement”

Helpful Report

Posted 3 years ago

Hi Yasmin, Thanks for your review. Strangely, you left us a review in March 2021 on Trustpilot saying you would never use us again. We had your second order on the 6th of October 2021 at 1.24pm and delivered as notified on the 11th of October, 4 working days later. You had requested a delivery date of the 7th but as that was the next day, and we are currently working on 3 - 5 working days for delivery, we were not able to deliver the day after you ordered the goods. We also upgraded you from Celotex to Kingspan and absorbed the price difference of this, also letting you know in advance. We were not informed of any issues at your end with either the brand or delivery date and we have not heard from you since. Good luck with the rest of your project. Email that was sent you is below should you need another copy... Online Insulation Ltd Attachments Thu, Oct 7, 10:31 AM to abuhiqmah Thank you for choosing Online Insulation. Please see the attached invoice and check the details for your recent purchase. Your delivery is booked for 11.10.21. Please note that the insulation boards will be delivered in the Kingspan brand at the same price. However, if this is an issue for you, please let us know. Regards, Online Insulation Ltd. 01509 649065 For more great offers visit - www.onlineinsulation-sales.com

Posted 3 years ago

“Very disappointed due to you cancelling my order due to your delivery lorry being to big..... yet 44t grain lorry's drive past my front door daily to pick up and haulage company just up the road. I did email with the option of an alternative address with no response.”

Helpful Report

Posted 3 years ago

Hi Robert, I'm afraid our hauliers have the last decision on whether they think it is safe to deliver to you. We cannot force them to deliver to addresses that they are not happy to deliver to. We didn't receive any other emails from you so I am sorry you didn't get a further response from you.

Posted 3 years ago

“The insulation and DPM turned up as planned in May, however the pink grip and silicone never turned up. They have ignored 4 emails since asking for them to rectify it.”

Helpful Report

Posted 4 years ago

“Insulation dumped in garden for delivery no phone call to say anything has arrived on site”

Helpful Report

Posted 5 years ago

Hi Mohammed, Thanks for your review, I can see a flow of 10 emails between yourself and us discussing your delivery on 31.07.20 so I'm not really sure how you would not know that it was arriving on 31.07.20? We ask that you are at home for the delivery and as you knew it was coming on the 31.07.20, I'm struggling to find the reason for a 1 star review.

Posted 5 years ago

“One of the worst online companies I have worked with. Please do not buy from them. Happy to take your money. No customer support and products defective. No support.”

Helpful Report

Posted 5 years ago

Good Morning John, Thankyou for your review. I can see that some of the plasterboards delivered to you were damaged and that these have been replaced for you. I can also see that some of the beads were ordered incorrectly and we will be collecting them from you on Friday at no additional cost. We are sorry for any inconvenience caused.

Posted 5 years ago

“Did not work very well”

Helpful Report

Posted 5 years ago

Good morning, I can see that you have ordered and received some iKoustic MuteMat 2 Soundproofing Board. It would appear that we haven't heard anything from you regarding any issues. This product is usually installed as part of a system, and if you would like to contact us, we would be more than happy to assist you in the installation process.

Posted 5 years ago

“Asked a question, never got a response about an order, ordered one thing got a completly different brand with no notification they were going to substitute it.”

Helpful Report

Posted 5 years ago

Thank you for your review Lewis, I'm sorry that we needed to swap your boards to a more expensive brand. Please see a copy of the email that was sent to you on 29.08.10. Thank you for choosing Online Insulation. Please see the attached invoice and check the details for your recent purchase. Your delivery is booked for 31.07.20. Please note that the insulation boards will be delivered in the Recticel brand at the same price. However is this is an issue for you, please let us know. Regards, Online Insulation Ltd. 01509 649065 For more great offers visit - www.onlineinsulation-sales.com

Posted 5 years ago

“Appallingly slow delivery times even given their Covid-19 dates. In stock items which were scheduled next day delivery took nearly 2 weeks to deliver.”

Helpful Report

Posted 5 years ago

Thank you for your review David thank you for your review. Unfortunately, we never offer a next day delivery service so I'm sorry that you were confused by this. I can see that we did also send you the following email. I'm sorry that we couldn't please you were not happy with our service.. Thank you for choosing Online Insulation. Please see the attached invoice and check the details for your recent purchase. Your delivery is booked for our earliest available delivery date of 22.07.20 Regards, Online Insulation Ltd. 01509 649065

Posted 5 years ago

“Hi, I bought from them Celotex insulation but they sent me speed- line insulation.”

Helpful Report

Posted 5 years ago

Thank you for your review Haydar, we did contact you before your delivery was made to check that the brand swap was okay with yourself. The brands are both the same specification and priced products but as we were not told that this was an issue for you, we assumed that you were happy with the brand swap. We haven't heard anything from you since the deliver either so if you would like to let us know if these need to be swapped, that would be great.

Posted 5 years ago

“Ordered celotex insulation and insulated plasterboard. Received another make of insulation board and some unbranded insulated plasterboard which is tapered edge(straight edge ordered)and when cutting it the plasterboard is coming away from the insulation. On calling customer services I was told I should have been informed about the change, which I wasn’t and was fobbed off that what I recurved was better quality which it clearly isn’t. First and last time I’ll be conned by this outfit wish I’d gone elsewhere.”

Helpful Report

Posted 5 years ago

Thank you for you review and order Odette. From what we can see on the paperwork, the brand that was ordered and delivered was Celotex. I apologise if these was a mix up with your delivery but we cannot see that these have been swapped for another brand. Unfortunately, non of the insulation boards are manufactured as square edged boards so we don't advertise or supply this product. We would have delivered a tapered edge board to you as this is the only option that is manufactured. Please feel free to contact us if you have any other queries.

Posted 5 years ago

“I pay delivery more then product.”

Helpful Report

Posted 5 years ago

Thank you for your review Dobrica. All of our orders are placed through the website and an itemised list including any carriage charges is given to you in the website before you choose to place your order. We have just one delivery charge of £30 inc vat for deliveries below £360 inc vat. Unfortunately as your order was for £28 you are quite right, you were charged carriage, but you chose to do this when placing your order.

Posted 5 years ago

“Ordered insulation on about the 27th February. Got an e-mail to inform me the insulation I ordered was unavailable, so a dearer one was substituted, to be delivered on my chosen date of the 6th March. Waited all day, but no delivery. As this was a Friday had to wait till Monday to contact ifline insulation. Made 5 phone calls to an answering machine, left two messages with the promise of a call back within the hour. Got a call from the delivery driver at 12.00 noon and had to return home to accept the insulation. This is the worst company I have dealt with for communication, or should Isay no COMMINICATION.”

Helpful Report

Posted 5 years ago

Thank you for your review Jim. The driver did try to make the delivery on the agreed date but as we use quite large vehicles, this was unable to fit on the lane for the delivery. We did arrange for a smaller van to deliver to you on the next working day at no extra cost to yourself but I'm sorry that this was not suitable for you.

Posted 5 years ago

“Unfortunately the delivery has not arrive as the lorry they attempted to deliver on was too large to access our street. The driver however did call and explain that he would return to the depo and get the delivery vehicle changed to a smaller van. However, I’m hoping it will be tomorrow but I don’t know when the delivery will be made again?”

Helpful Report

Posted 5 years ago

Hi Peter, we are very sorry to hear this. We are currently in the process of working out what has happened to your order.

Posted 5 years ago

“Poor product description led to about £40 loss. Very disappointed.”

Helpful Report

Posted 5 years ago

We are very sorry to hear this Vidmantas. We aim to provide the best service for all of our customers and can only apologise for this. We haven't had any previous complaints about this product and will certainly make sure any such confusion will not happen again.

Posted 5 years ago

“Still haven’t received the complete order”

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Posted 5 years ago

Hi Lee, I sorry to hear that your delivery has't been made in full. I will get working on this for you straight away.

Posted 5 years ago

“Quite an experience really. The web site and ordering was fine. Unfortunately 6 of the wall bars were of the wrong type meaning that we had to delay the work our builder was doing. The replacement bars were then late arriving (by 2 days) thus delaying the work even further and - alas - one of the bars arrived bent too! Customer Support - via email - was prompt and helpful (very happy with that) but the dispatch and courier services let the side down badly.”

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Posted 5 years ago

Thank you for your review Dave. Unfortunately our distributors let us down massively on this order and it's not the usual way of us doing things. I hope that the full refund for your 8 lengths of metal carriage charge went some way to help.

Posted 5 years ago

Online Insulation Ltd is rated 4.7 based on 1,472 reviews