“Insulation4us delivered the wrong size of insulation. I ordered 24" wide and they delivered 16" wide. Because the batts were wrapped in heavy opaque plastic, you can't see the information on the labels until you open them. We didn't discover the problem because my attic has a plywood "floor" and we were placing the batts directly on top, not between studs(or rafters or whatever they're called in an attic). We ordered just enough to fully cover the floor at 24" wide. With 16"wide only 2/3rds of my attic is insulated! I understand, mistakes happen. But when I contacted insulation4us to point out the error I was given a runaround. Yes, I used what they delivered and it can't go back in the bag. But they delivered the wrong width! I proposed the simple solution of sending me enough material to finish the job, 1/3rd of my original order. My customer service representative (Shauna) directed me to a warehouse manager (Garry). Garry told me he would investigate and get back to me, but he did not. I sent another email reminding him of my existence and my partially insulated attic. Nothing. I sent Shauna another email. Shauna told me to talk to Garry. I sent Garry another email, he said he'd get back to me at "end of business". That was two weeks ago. This whole thing has taken over a month. All I want is an insulated attic! 2/3rds insulated isn't worth anything.”
“Insulation4US outright stole $1,500 from us. We purchased $1,500 worth of insulation in March of 2024. They kept delaying shipment and finally stated they could not fulfill the order, but they "had another company that could" for an extra $500 plus we would have to unload the truck ourselves. We asked for a refund since they could not fulfill our order but they never gave us our money back.
We attempted a chargeback on our credit card only to find out that they have a clause in their contract that you can't charge back an order more than 60 days after it was placed. THIS COMPANY IS A SCAM. They are deliberately and purposely stealing people's money. Avoid at all costs.”
Hi Andrea,
Thank you for your review.
Sorry to hear that not everything was to your satisfaction. As a result I have taken the liberty into looking at what went wrong with your order.
It seems there were access issues to your property that you did not make us aware of even after we had requested information if there were any restrictions prior to delivery.
We attempted 3 times to deliver your order after which you agreed it was unsafe to have a large vehicle deliver and it was best to have a smaller vehicle make the delivery. All of this could have been avoided and delivery would have been made on the first attempt if this information was provided at the time of order.
The Damage that occurred was minimal considering that the material had 3 abandoned deliveries which could have been avoided and were all transit related damages. The manufacturer Kingspan informed us that the material was still fit for purpose.
The Damage that occurred was minimal considering that the material had 3 abandoned deliveries. All transit related damages
also the material on one bundle had the plastic torn no damage and on the corner slightly damaged. Kingspan it was usable.
Stating that we were unresponsive is not accurate at all as we rearranged deliveries for you. As stated if we were informed that your property was not suitable for a larger delivery vehicle it would have arrived in a smaller van on the first delivery.
Regards
Insulation4US
“The experience was not what I expected. Ordered was the Corning R38 - 24x48 bats. The aroma that came from the bats made the entire family sick . . . . . it was so bad that we had to put all the bats outside of the garage as it was causing burning eyes, and respiratory issues with the family.
On top of all that they shorted the order by ONE bat - $72.10 may not seem a lot to most but this was our Thanksgiving Day meal budget and the company "Insulation 4US" has yet to acknowledge the short even though pictures were sent to Garry . . . . So with this shorted product - there was no savings - if I were to do again I would definatley buy local and cut out this middle man.”
“I ordered a large amount of insulation from this company, after almost 2 weeks without any shipping information I asked what was going on. I was told it was out of stock and they offered an unfaced substitute. I said no, but when will you have it in stock. I was the. Told they couldn’t ship it to me because Kraft facing was not allowed in my state. Which is a lie. You can buy it at any box store. I also researched it and yea it is allowed. I asked for a full refund. I was told it was given to accounting for the refund. It’s been 3 weeks and I can’t get a reply from them. I’m in the verge of notifying https://reportfraud.ftc.gov/ of this isn’t resolved in the next couple days.”
“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
“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
“Called multiple times and left a voicemail never got a call back. Emailed multiple times and no response. When I finally did get through and spoke to someone, they said they'll call me back with a quote and never did. Only way I finally got some actual help was through the online chat. Waited for an email that my insulation was shipped. Got it days after it was delivered but luckily I didn't go to work that day so I was there to receive the insulation...”
“Advertised 2 day shipping. In reality, was 2 week shipping. When shipment arrived, 1 roll was missing. Instead of refunding my money for the missing roll, Insulation4US told me to go to the freight carrier, which they used (I had no dealings with) to get the refund. Still have not received the refund 1 month later.”
“This review is a heads up for people ordering DOW blue foam in California. Insulation4us claims to have it available on their website. Our company's need for the blue color is what led us to their site. We though we were going to receive "blue" foam, but when we received it, it was charcoal in color. For some reason, Insulation4us would not make shipment using their fright system with a delivery cost of $60. Instead, we were made to use our own courier, which jacked up the price of the product. When we discovered that the foam was not blue, as they had represented, they told us that they would take back the foam for a %30 restocking fee. Here's the rub... We paid more for shipping than the foam was worth. We'd have to spend that again, plus another %30 to be able to return the foam. The product was misrepresented and Insulation4us takes no responsibility for helping resolve the issue. If you order something with shipping arranged by you and it ends up not being what you want (even if it's Insulation4 us responsibility), don't expect any help from them. I've been buying products for my shop for 35 years and don't think I've had such a negative experience. Now, I'm sitting on foam I have no use for, with zero help from Insulation 4 us.”
“I had an interaction with Fiona M. and was put off immediately by her lack of customer service experience and will never do any business with this company.”
“I will not order from this company again. My product came in damaged. I left messages and sent emails with no return communication. Very poor experience”
“I ordered. Skylights 20x30 rough opening and what I got was 24 dx35 not even close then u assholes charged me 30 percent restocking fee it’s amazing ur in budinesss I will contact the BBB”
Hi Terry,
Thank you for your review.
Sorry to hear that you are not 100% satisfied with the product you received. The restocking fee is not a fee levied by Insulation4US. This is a fee charged by the manufacturer when a product is returned to them when it is not damaged or if returned due to an incorrect item being ordered by the customer. If the window was damaged or if the manufacturer delivered the wrong window then there would be no restocking fee.
The product that you ordered and what was delivered was as follows
Fixed Curb Mount Impact Aluminium Skylight - Bronze/Clear - 22.5 in x 30.5 in. The dimensions outlined in the product name and also on our website are the Roof Opening sizes. This is outlined on the product page that you bought from.
Here is a link to the product you ordered and it states on that page the Roof Opening size.
https://insulation4us.com/products/curb-mount-fixed-impact-aluminium-skylight-bronze-clear?variant=32173984907313
So the product you say you ordered in the size of 20x30 does not exist on our website as there is no window from Suntek made to those dimensions.
The dimensions you refer too would be the outside dimensions of the 22.5 x 30.5 window that you ordered.
I hope this offers some clarity to your issue and if there is anything we can help you out with in the future we would be more than happy to help you out.
Regards
Insulation4US
“Took my money even tho they didn’t have the product I ordered in stock. Switched it with another product and after a month of not showing up I had to go pick it up 2.5 hours away. Awful customer service”
“My credit card was charged for insulation that was not in stock. A couple of weeks went by and ultimately my order was cancelled because the insulation advertised and purchased could not be sourced. Ultimately, I had to request a credit card refund.”
“3 out of the dozen of the board I bought was bad due to tire mark on it, was indented badly. And some edge chipped off. I contacted for refund or replacement, but they say is useable. Not so useable for my application as I am using it to build cabinets.”
