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Online Insulation Ltd Reviews

4.7 Rating 1,282 Reviews

94 %

of reviewers recommend Online Insulation Ltd

Company Reviews

4.7

Based on 1,282 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	95%
Accurate And Undamaged Orders	95%
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 29th September 2023

Phillip Heather

Online Insulation Ltd 5 star review on 29th September 2023

Phillip Heather

Online Insulation Ltd 5 star review on 29th August 2023

Online Insulation Ltd 5 star review on 5th May 2023

Online Insulation Ltd 5 star review on 19th October 2022

Online Insulation Ltd 5 star review on 19th October 2022

Online Insulation Ltd 5 star review on 19th October 2022

1

Anonymous

Anonymous // 01/01/2019

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

“NOT nationwide delivery. Ordered metal studwork and insulation from this supplier online only to then receive an email stating "the status of your order has just been updated to REFUNDED. Our delivery vehicles are too large to access your dleivery address. We are sorry for any issues caused" We are not in a remote area and have had deliveries from local building merchants (Travis Perkins, RGB) and other companies without any issues. Just be mindful when ordering that his company uses large articulated lorries for delivery.”

Posted 5 months ago

Hi Frederic, thank you for your review. You are indeed correct that we deliver on large, curtain sided vehicles. This is as advertised on all of our delivery pages and you are reminded before placing your order. As your address is on a narrow country lane, our vehicles could not get access even close to your address. Again, we are sorry but we don’t have small vans that can make individual deliveries like perhaps your local merchant will have done.

Posted 5 months ago

“no delivery information until 1 hour before it arrived. the packing was so bad that it is touch and go whether 5 of the sheets are useable.i will take pictures and expect replacement if i can't loose the damage in the trim”

Posted 9 months ago

Hi Paul, your delivery was made 31.07.23 as requested by yourself. We confirmed your delivery to you on the 26th, and another 3 emails in a email conversation on 31.07.23. Then the driver called before the delivery too. We have not heard directly from you since then and we have no information about any damages. We have emailed you directly regarding this review but if there are any issues with your delivery, it is best to contact us so we can resolve this for you. If you receive damaged materials, please don't use any damaged boards as we will happily swap these for you. I'm not sue that there is any packaging on insulation boards but we will more than happily look in to this for you too.

Posted 9 months ago

“I did order some insulation and 2 days later i had a phone call to say they dont have the 80mm in store”

Posted 9 months ago

Hi Tony, You placed your order on Sunday 02.07.23 at 15.48. as we don't work at the weekend, we processed your order on Monday 03.07.23 and emailed you to confirm that the earliest available delivery date was 5 working days later, the following Monday. As you needed the materials sooner than this, you asked us to refund your order which we promptly did. We are sorry that we could not do your delivery sooner but this is why we ask that customers take note of delivery availability before selecting delivery dates to avoid disappointment.

Posted 9 months ago

“Sat in all day, took a day off work waiting for delivery and didn’t arrive. Waste of a day and lost a days wages. Told it would 100% be coming the next day definitely by 10am and didn’t show up until 12pm. Shocking service.”

Posted 10 months ago

Thank you for taking the time to share your experience with us. We apologize that your delivery took longer than planned and that you had to take a day off work. We deeply regret that you had to lose a day’s wages as a result. We understand the inconvenience this must have caused. The reason that the delivery did not arrive is that the lorries that we deliver on are too large to access your delivery address and we had to arrange a smaller vehicle at our cost, the next day to make a re-delivery to you. We would like to use this as an opportunity to learn from the mistakes we have made and figure out how we can make things better. Is there anything else you would like to share that we should take into consideration?

Posted 10 months ago

“Very poor refused to deliver to my address unless I paid an extra £95 plus VAT. Never have I ever encountered this before”

Posted 11 months ago

Hi Darren, That's not quite true is it? We contacted you to tell you that our vehicles were too large to access your single-track, dead-ended road. We wanted to discuss this with you before just refunding your order out of courtesy and we had also taken the time to discuss with hauliers other options for getting the goods to you. We then gave you the option of a dedicated van for your delivery at a cost of £95 or we could refund your order to you. A poor review but we were just trying to help you.

Posted 11 months ago

“It's ten days since I placed the order and half of it has just arrived, sent from a town about 45 minutes away. I was given a delivery date of yesterday but nothing arrived and I was given no information. I phoned and emailed but no reply. Maybe the rest will arrive tomorrow? Maybe next week?”

Posted 1 year ago

Hi Martyn, Thanks for your review. You placed your order at the weekend and as mentioned in our original email to you, we only work Monday to Friday and the materials that you ordered are 5 - 7 working days for delivery. We have spoken to you twice on the phone, emailed 3 times and also been in a chat conversation all about this same order. We are sorry that we could not make the 2 day delivery slot that you requested but this is why we advertise the delivery times on materials so that you know them before placing your order.

Posted 1 year ago

“Didn't handle this order personally. Didn't have in stock themselves. They just sent to another company who didn't have enough stock. Now my job is held up”

Posted 1 year ago

Hi Stephen, We are not sure that this review is for us. It’s currently the 11th and your delivery is booked for the 13th as requested. We can’t of been late for a delivery before the delivery is due.

Posted 1 year ago

“Still waiting for a response back as there was two sheets of insulation board missing from my order”

Posted 1 year ago

Hi Luke, Thanks for your review. As mentioned in our email, as you reported the shortage 3 days after the delivery and also after our office has closed for the year, it has taken us just a little longer than 24 hours to come back to you. We will come back to you as soon as we can and we will resolve any issues that we can as soon as possible.

Posted 1 year ago

“Currently undergoing an entire house renovation and due to start on the loft. I therefore ordered 30 sheets of plasterboard ready for when the work was due to start in a few days. For past orders of plasterboard bought with other companies, every single delivery has dropped off the plasterboards on pallets using a HIAB truck, covering the boards with cellophane to ensure it's waterproof (to a certain degree). Online Insulation decided to drop off 30 individual sheets which means there was zero protection from the elements. The driver was hilariously unhelpful and expected me, the house owner, to unload his truck for him... "I'm not breaking my back unloading this" he said! Great customer service. Following a call from his manager he reluctantly continued to pull the sheets from the truck and dump them on my driveway (which was incredibly damp from all the recent rain). He asked why I didn't have a forklift... This is a domestic property, not a warehouse! So in summary, online insulation sent out a small van rather than send a HIAB in a bid to save money with the hope I would unload them for the unwilling driver. There are numerous companies that sell plasterboard at competitive rates so I will never use online insulation again. Terrible in every way.”

Posted 1 year ago

Hello Peter, Thank you for your review. Unfortunately we do not have Hiab vehicles available to us at any cost. These would typically be used by companies supplying materials suitable for being transported by a flat bed vehicle. Plasterboard is not one of those items. However, we do as discussed on the telephone offer Moffett vehicles as these are suitable for the curtain sided vehicles that we advertise that we deliver on. A Moffett is a forklift that de-mounts from the back of the delivery vehicle and unloads. We do typically send these but on on all occasions and we ask, as we did with you if this was needed. Unfortunately, due to the address that you asked us to deliver to not suitable for lorries to be unloaded from the side, we delivered to you at our expense on 2 smaller vans, one with insulation and one with plasterboard, and emailed you to let you know about this and that you may be required to help with this. Unfortunately as the van had to be unloaded from the rear, the plasterboards needed to be removed as single sheets and were placed on your driveway, not inside your house as requested as this is a kerbside delivery again as advertised. We did offer to take the materials away but this also was not suitable for you whilst being rude on the telephone and hanging up on us was also not helpful at all. Please see the link below for our delivery details. https://onlineinsulation-sales.com/delivery-3-w.asp

Posted 1 year ago

“Materials still outstanding.Nobody answers the emails.No answer when contacted by phone either”

Posted 1 year ago

Hi Armand, You emailed us at 2.49pm yesterday asking us about your balance delivery. We replied and have the balance out to you today. As you had already singed for the goods that you said you hadn't received, it made things a little more complicated than it could have been. Good luck with the rest of your project

Posted 1 year ago

“I am yet to receive my goods! If it goes on any longer I will be demanding a full refund. I stayed in all day on my ‘delivery date’ and gave up on opportunities to earn money. I called the company 10 times without any joy and also sent emails. I still do not know when my goods are going to arrive. It was my first time using this company, and it will be my last. Their communication has been appalling. I strongly suggest you purchase your goods from another company who value their customers.”

Posted 1 year ago

Hi Martin, thanks for your review. As mentioned in our email and on the telephone to you, we were let down by our distributors on this delivery and we had not been informed ourselves of any delay to your delivery. Until we got the email from you at 5pm on the Friday, we had no idea that there was an issue, and this email was not read until 9am on the Monday morning when we open for business. Unfortunately we also did not answer your telephone calls whilst we were closed and this is why you could not reach us. We spoke to our distributor first thing on Monday morning and they were due to call you to firstly give a reason as to why the delivery was not made but also to arrange a suitable delivery date for yourself. We are sorry that this has taken longer to resolve than it should have and sorry for any issues that this has caused you.

Posted 1 year ago

“Can’t get through on telephone”

Posted 1 year ago

Hi Mark, thanks for your review. The reason the you could not contact us is that you were calling outside of our office hours. You followed up with an email at 9.02am (when we were open) and this was promptly replied to. Your delivery was made in full yesterday (26.09.22) and we have not heard from you since. We hope your project all goes well

Posted 1 year ago

“Order cancelled by the company after they received a complaint from me. (Delivery no show and no comms) Petty and poor customer service.”

Posted 1 year ago

Hello Jacklyn, We spent 3 hours after our closing time trying to resolve a delivery issue for you via email with you. We really couldn't have done any more. On very rare occasions, we do have vehicles break down and again we are sorry that we could not give you advance warning of an un planned break down.

Posted 1 year ago

“Purchasing and delivery from this company was good but, the product we purchased did not deliver on what was specified. The soundproofing Matt is advertised to stop around 24db but in fact struggled to stop 1db after testing, a world away from what is advertised so would not recommend to anyone”

Posted 1 year ago

Thanks for leaving your review, Rob. The roll Isorubber that you ordered is typically used and tested as part of an under-screed solution and is typically designed for impact resistance within a floor construction. Whilst this can be used as a retrofit, it is hard to say what the result will be but it should have certainly taken more than 1db from the impact test and you would expect more than that from a layer of standard underlay or carpet.

Posted 1 year ago

“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 .”

Posted 1 year 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 1 year ago

“Still waiting for rest of order”

Posted 2 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 2 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.”

Posted 2 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 2 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).”

Posted 2 years ago

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

Posted 2 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 2 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.”

Posted 2 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 2 years ago

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Online Insulation Ltd is rated 4.7 based on 1,282 reviews