Online Insulation Ltd Reviews

Name: Online Insulation Ltd
Rating: 4.73

4.7 Rating 1,451 Reviews

94 %

of reviewers recommend Online Insulation Ltd

Company Reviews

Metrics

Info

4.7

Based on 1,451 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 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Order & money taken, 1 day later order cancelled, no alternatives offered - just cancelled. Money returned a few days later. Order placed elsewhere.”

Helpful Report

Posted 2 months ago

Hi Glenn, thank you for your review. We're sorry to hear about your experience with your order cancellation and understand how disappointing it can be. Unfortunately, sometimes unexpected issues arise, and we strive to manage them as quickly as possible. Due to the remote location we were unable to fulfil this order, we are sorry about this. We appreciate your patience while we processed your refund. If you have any further feedback or if there’s anything we can do to improve your experience in the future, please let us know.

Posted 2 months ago

“Usually very good. However, expressly asked for delivery on Monday 11th. But got delivery on Friday 8th, when we weren’t on site. So got call from client as driver had dumped the whole lot in gateway to driveway, so client couldn’t get out/in. I had to down tool’s elsewhere and rush over to move. So not happy all round.”

Helpful Report

Posted 3 months ago

Hi Garry, we appreciate your feedback and apologise for the inconvenience you've experienced with the delivery. It's disappointing to hear that it arrived earlier than expected and caused issues for you and your client. We understand how important proper timing is for your projects, and we'll address this with our delivery team to ensure it doesn’t happen again in the future. Thank you for bringing this to our attention, and we hope to provide a smoother experience next time. If you have any further concerns, please reach out to us directly.

Posted 3 months ago

“Clear website, easy purchase. Ordered on a weekend, got confirmation of order and a cancellation notice on the Monday. So can’t comment on product delivery or quality. I wasn’t going to do a review, but they kept sending me reminders.”

Helpful Report

Posted 6 months ago

Hi there, thank you for your feedback and for taking the time to share your experience. We're glad to hear you found our website clear and the purchasing process easy. We sincerely apologise for the cancellation notice you received after placing your order. We strive to ensure a smooth experience for all our customers, unfortunately are lorries are far too large to access your delivery location.

Posted 6 months ago

“Very poor service as didn’t deliver in the allotted time. As someone who would be looking to use you as a regular supplier. I am looking to take my business elsewhere.”

Helpful Report

Posted 9 months ago

Hi Kevin, we are sorry that your delivery did not arrive with you yesterday. We will investigate this with the depot once the office is open and confirm the reason why this did not arrive. It is a shame as it looks like your first order arrived without any problems. We are sorry for any inconvenience this has caused you.

Posted 9 months ago

“I ordered one kind of insulation board, and also hardwood ply board. I picked the available Friday slot. Later on I get an email stating they were sending a different brand of insulation board and SOFTwood ply board instead of the hardwood I wanted. They automatically issued a refund for the difference and advised delivery for the following Monday. I rang up and cancelled the softwood as that’s not what I wanted. The delivery of the different kind of insulation board did come Monday but I had to mess around elsewhere to source the hardwood ply which delayed my project. They should have called me to advise they couldn’t get hardwood and the insulation board I picked wasn’t available either to advise me (even through it was the same price) but a call up front to advise they couldn’t make the Friday slot I’d picked and that the didn’t have what I picked available either & asked what I’d like to do instead of just email saying we’ll deliver soft ply and the other kind of insulation board.”

Helpful Report

Posted 2 years ago

Hi Alex , We processed an order from yourself on the 16th of Feb for materials that are advertised as 3 - 5 working days for delivery. You had requested a delivery date of 17 of Feb, a Friday. Unfortunately the earliest we could deliver these goods to you was the 20th, The Monday after, just 2 working days from when you had ordered. We emailed you on the 16th to let you know about this and that we would be sending some different products due to the time constraints. The Plywood that we offered was not of use to you but the more expensive insulation that we had offered was okay. Even though your order was now only £200 we delivered this carriage paid to you as requested on Monday 20th of Feb. We did offer to refund the whole order to you but you didn't want to do this as you said you had already arranged the plywood from elsewhere and could not get the insulation from anywhere else. We always try our best and we really don't know what more we could have done on this occasion.

Posted 2 years ago

“I went with them because of their 3-5 working day delivery promise but that was very misleading. I ordered on the Sunday so the order would be here Friday (5 working days) which I needed to work the weekend. It arrived after the weekend on the Monday (6 working days). They insist that a day to process the order doesn’t count, but I read nothing about an extra day. Couldn’t cancel due to my own issues but I wouldn’t have gone with them if I had known. Also told me that I’d get an hours notice Monday; I got 21 mins before potential delivery of a 2 hour window, and so I raced back home from work to receive, lucky for me the driver took longer getting to me. Basically this company doesn’t do what it says it will do. Products were good quality and fair value. Don’t use if your job is time sensitive.”

Helpful Report

Posted 2 years ago

Thanks for your review Andrew. We do typically work on 3-5 working days for delivery as a minimum and we have a system in place to allow you to select a delivery date as long as you leave the minimum amount of time. This allows customers to order well in advance of needing materials and therefore plan their projects. If we process an order on a Monday, the latest you should expect a delivery for a 3-5 working day product is the following Monday as 1 working day would be Tuesday, 2 working days would we Wednesday, ect. However, nearly all of the time we are able to deliver much sooner. We did email you to explain this on the day of your order and also the following day too. We are not given times for deliveries but as discussed on the telephone, we were more than happy to speak to the distributors to give an idea about timing the day before your delivery but this was rejected. We wish you all the best and good luck with your project.

Posted 2 years ago

“Ordered 2 pallets of insulation only sent 1 pallet and have not given date of delivery of 2 pallet so cannot start building work totally unacceptable”

Helpful Report

Posted 2 years ago

Thank you so much for taking the time to provide us with your feedback about Online Insulation Ltd. We appreciate your honest opinion regarding the order for 2 pallets of insulation, which you mentioned was only sent 1 pallet so far, and that we were unable to provide a date of delivery for the other pallet which has caused construction delays. This is due to a delay at Celotex as mentioned. We understand that this is totally unacceptable and would like to apologize for the inconvenience this has caused you. There is an option to cancel the second pallet if it is taking to long for you. To enable you to source the materials from elsewhere. In order to make things right, is there anything that we can do to lessen the effect of this issue? We truly value your opinion and would love to hear any suggestions or ideas you may have. Thank you again for bringing this to our attention.

Posted 2 years ago

Hi Lisa, thanks again for your time. As discussed, your delivery of your second pallet is now with you and your order is now complete. Please feel free to contact us if you have any further queries.

Posted 2 years ago

“Materials were damaged in transit and identified immediately on delivery. Still trying to get this rectified! Didn't expect this to become a struggle! Quite disappointed.”

Helpful Report

Posted 2 years ago

Hi Inge, thanks for your review. As discussed, we are sorry that this board was delivered to you dented on Thursday. Unfortunately as we only get responses from you to our emails outside of business hours, this matter is taking slightly longer than usual to resolve for you. As it's only 1 day since your delivery, we really are doing are best to resolve this and have already offered either a refund or a swap over.

Posted 2 years ago

“So the purchase was fine no problems turned up when they said however the delivery driver hit my gate with forklift and destroyed it. Buggered off but didn’t have the decency to tell me in the mean time I am left with a £600 bill for a new set of gates”

Helpful Report

Posted 2 years ago

Hi Peter, we haven't heard anything from either you or the hauliers regarding this matter. Please feel free to get in touch if you have any information you would like us to look at. It sounds strange that the driver could hit your gate and ruin it without anyone noticing at the time of delivery.

Posted 2 years ago

“Great product , awful communication on delivery. I can appreciate members of staff became ill equating to shortage of delivery, but no one kept us informed. I had to chase up the order after it being already a day late to be told it wasn’t going to be delivered. I had to pay someone to collect it from the depot to keep my building project running to schedule.”

Helpful Report

Posted 2 years ago

Thanks for your review Natalie, Your order was due for delivery on 04.07.22, three working days from you placing your order. We received an email from you at 4.45 on the 4th saying "where is my order" with no reference for us to work with or contact number for us to call you on. We then spoke to you 7 times during the morning of the 5th, firstly explaining that the delivery had not been made as three of the drivers at the distribution point had been taken ill with Covid at no notice at all. We apologized and arranged to get this to you on the 5th working day from your order by lunchtime. This wasn't suitable for you and you wanted to collect the goods yourself. We did explain that by the time you were collecting the goods, there would be very little difference in the time that the goods would be with you, however, this is what you wanted to do so we arranged it for you. We are sorry for the problems caused by Covid and we would suggest that when ordering materials that say 3 - 5 working days for delivery, you allow 3 - 5 working days for delivery.

Posted 2 years ago

“Disappointed to have made and paid for an order only to receive notification a couple of days later the order had been cancelled because they could not ‘safely deliver’ to the address. The money was refunded so no issues there, but no phone-call, no explanation, no conversation, no desire to understand. Found another company thankfully who delivered quickly and without problem to the same location. They will now be my first port of call.”

Helpful Report

Posted 3 years ago

Thanks for your review Steve, for us to safely make your delivery, we would have had to close a busy road while we unloaded your materials. This is in part down to the size of the vehicles that we deliver on as these are the same size as a double-decker bus, but also that there was nowhere for us to actually unload to without leaving the goods on a busy road with a traffic light junction and double yellow lines on the road. Our main concern is always safety but we appreciate that this is not the way some other suppliers operate.

Posted 3 years ago

“Good quality products at very competitive prices. Failed only by delivering wet insulated plasterboard to me! far from ideal and not expected as previous purchases have been impeccable.”

Helpful Report

Posted 3 years ago

Thanks for your review Richard. It's always best to let us know if you have any issues with your deliveries as it gives up the opportunity to put things right for you. we would imagine with the weather that we have recently had, the boards may have been rained on as they were loaded.

Posted 3 years ago

“The product they supplied was good quality and there was no issues with it. I rated them 2 stars because the delivery firm they use delayed my order twice at short notice after I'd made arrangements to be at a particular site on certain days. When the driver did appear I had to escort them through town to the location as they couldn't find it. The driver was friendly and courteous, however I would not use the firm again due to their unreliability, especially as there was a £40 delivery fee attached to the goods.”

Helpful Report

Posted 3 years ago

Thanks for your review Thomas. We are sorry to hear that the hauliers delayed your delivery. We have not been made aware of this ourselves so please accept our appologies for this. If we had been made aware by either them or yourself, we could have looked in to this for you and resolved this issue. Unfortunatley, it can be tricky for drivers as they are driving very large vehicles and if they only have an address of "rear of" an address they can spend quite some time looking as they are not necessarily as familiar with your address as you would be. We have whilst replying to your review searched your delivery address and nothing comes up so we would imagine it could have been hard for the driver to find you. The delivery charge is £40 for deliveries below £350 + vat and as your order was for £200, this is why the delivery charge was automatically added to your order at the checkout before you proceeded to the payment page. Please let us know if you have any further concerns.

Posted 3 years ago

“Sadly the insulation turned up wet at the ends of the rolls and I'm having to wait for them to dry out before using them. Not ideal when you pay good money for something.”

Helpful Report

Posted 3 years ago

“Not happy with the change of brand I ordered echo therm and paid for 60 sheets then a different brand gets delivered”

Helpful Report

Posted 3 years ago

Hi Alan, thanks for your review. We emailed you to inform you of the brand swap and to check you were happy on the 22nd at 3.43pm and then you replied at 4.40pm just asking if we could call you before the delivery was made. If there was an issue with the brand, you could have let us know at that point and we would have happily refunded you.

Posted 3 years ago

“The online insulation offer a good price for Rockwall Insulation slabs and when they are about to prepare your order, they send an invoice with Knauf Insulation , even when the order is relatively small. If they don’t have the product (until December, how Rob told me when I spoke with him on the phone) why is available to purchase? It delayed my work for 4 days, because I needed to order from other insulation provider. Their sistem with 2 emails which you need to get before the invoice one is outdated and it is a source of stress for customers. I rated poor because Rob cancelled the order as soon as I asked him and returned my money, otherwise I would have given very poor service.”

Helpful Report

Posted 3 years ago

Hi Adriana, thanks for your review. we are sorry we could not supply the brand of products you required on this occasion. As you placed your order at 4.45pm we hadn't had a chance to process or book your delivery when you were chasing us at 9am the following morning. We got the information to you as soon as the delivery information was available to you and we were going to be sending a more expensive product than the one that was ordered. We completely understand if you wanted a specific brand and this is why you were refunded. The availability of building materials is somewhat reduced at the moment and we are trying our best to meet all of our customer's expectations without adding any costs.

Posted 3 years ago

“All plasterboards are damaged, every single one”

Helpful Report

Posted 3 years ago

Hi Grzegorz, Thanks for your review. I can see that we processed your on 29th of September and delivered as agreed on the 7th of October. We haven't heard anything from you regarding damages so we have had no opportunity to put this right for you. We are very clear that you should check your deliver before signing for the goods as your are signing for them as "checked and in good condition", then we give you 24 hours from the time of the delivery to notify us if you later find any damages. If you don't let us know, we really wouldn't have any way on knowing there is an issue. Unfortunately, plasterboards are something that is very easily damaged and when the order is small (9 boards) they can sometimes be more subject to damage in transit than larger orders. We are sorry for any issues that the damaged boards may have caused you.

Posted 3 years ago

“No products in stock Re payed my payment twice so had to debit my account twice Not at all happy with the service level shown”

Helpful Report

Posted 4 years ago

Hi Bernard, I'm sorry that we didn't have the sheet ply available within your required delivery requirements. Unfortunately, things are a little slower whilst we are all dealing with covid restrictions. I hope that you were able to find this to complete your project.

Posted 4 years ago

“Delivery was over 1 and a half hours late from the latest time,not acceptable put me behind with the work and no offer of any compensation”

Helpful Report

Posted 5 years ago

Thank you for your order and review Mr Bates. We do not offer times for our deliveries but if you had called on the day of delivery, we would have been more than happy to track the vehicle for you. As far as we can see, this is the first communication we have had with you since your order was placed.

Posted 5 years ago

“Sig delivered goods before I could check it and ended up being short some materials now I don’t have a leg to stand on”

Helpful Report

Posted 5 years ago

Hi Jorden, thank your 2 star review! You placed your order for delivery on 03.02.20 then you changed your delivery date to 07.02.20 that we did without any problem. You received the goods on the 07.02.20 and whilst the goods were marked as all delivered and complete, you didn't notify us of any shortage until 10.02.20 at 12.55pm Whilst as you say, you "wouldn't have a leg to stand on" if this had been some of our competitors, we replied to your email at 1.00pm promising to look in to this for you. By 4.00pm we had arranged for the 6 "missing" lengths of metal out to you on a next day delivery. We can only wonder what we would need to do you you to get 5 stars!

Posted 5 years ago

Online Insulation Ltd is rated 4.7 based on 1,451 reviews