Online Insulation Ltd Reviews

Name: Online Insulation Ltd
Rating: 4.74

4.7 Rating 1,355 Reviews

94 %

of reviewers recommend Online Insulation Ltd

Company Reviews

Metrics

Info

4.7

Based on 1,355 reviews

Shipping & Delivery
Delivery Methods	Own Driver, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 94%
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 30th July 2024

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Good price for insulation, quick delivery, will use again. Highly recommended.”

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Posted 2 years ago

Thanks for your 5-star review. We really appreciate it.

Posted 2 years ago

“All good, everything arrived on the day that I'd requested and I was kept up to date re delivery times and able to track the lorry to the door”

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Posted 2 years ago

Thanks for your order and review Chris, we hope to hear from you again sometime

Posted 2 years ago

“First-class delivered when thy said very helpful”

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Posted 2 years ago

Thanks for your order and review Roy, we hope to hear from you again sometime

Posted 2 years ago

“Easy ordering, excellent delivery and a great price”

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Posted 2 years ago

Thanks for your order and review Kevin, we hope to hear from you again sometime

Posted 2 years ago

“Prompt delivery and well packed”

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Posted 2 years ago

Thanks for your order and review Graham, we hope to hear from you again sometime

Posted 2 years ago

“The simplest, fastest on-line ordering I have ever come across. Amazing low prices. No hassle delivery. Spot on.”

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Posted 2 years ago

Thanks for your order and review Malcolm, we hope to hear from you again sometime

Posted 2 years ago

“Reliable seller, providing delivery on date requested.”

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Posted 2 years ago

Thanks for your order and review Constance, we hope to hear from you again sometime

Posted 2 years ago

“Very happy with the buying experience, service and quality of product. Delivered on the date promised without any drama”

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Posted 2 years ago

Thanks for your order and review Simon, we hope to hear from you again sometime

Posted 2 years ago

“Smooth transaction. Great delivery with driver calling ahead. Thank You”

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Posted 2 years ago

Thanks for your order and review Stephen, we hope to hear from you again sometime

Posted 2 years ago

“Hi great service. Thanks”

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Posted 2 years ago

Thanks for your order and review. We hope to hear from you again sometime.

Posted 2 years 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 .”

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Posted 2 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 2 years ago

“Excellent quality and service. Very efficient and great communication. The delivery driver was extremely helpful and professional. Highly recommended.”

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Posted 2 years ago

Thanks for your order and review Sheila, We hope to hear from you again sometime.

Posted 2 years ago

“Great prices and efficient service, would definitely recommend and use again.”

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Posted 2 years ago

Thanks for your order and review Georgia. We hope to hear from you again sometime.

Posted 2 years ago

“Great service. I was informed of the unavailable product very quickly to allow me to source the product elsewhere. Delivery charge was competitively priced.”

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Posted 2 years ago

Thanks for your order and review Albert, we are sorry again that one of the items was out of stock. We are please that everything else arrived correctly for you.

Posted 2 years ago

“Wrong screws delivered but prompt when supplier made aware”

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Posted 2 years ago

Hi Derek, Thanks for your time on the phone this morning. As discussed, it looks like you may have replied to a "do not reply" email, so unfortunately we didn't get the message. It was good to talk with you and we are pleased that you were happy with the outcome.

Posted 2 years ago

“By far this is the best place to purchase Celotex insulation . Great delivery time service and price .”

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Posted 2 years ago

Thanks Helen, We hope to hear from you again sometime.

Posted 2 years ago

“Arrived earlier than expected. Good driver helped unload. All good.”

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Posted 2 years ago

Thanks for your order and review Philip.

Posted 2 years ago

“Very happy with the service a lot cheaper than other suppliers”

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Posted 2 years ago

Thanks for your order and review David.

Posted 2 years ago

“Excellent service. Reliable and competitive prices. Despite a small hiccup in delivery, they pulled out the stops to get materials delivered on time.”

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Posted 2 years ago

Thanks for bearing with us as the van broke down Greame. We are pleased it all worked out in the end. Thanks again for your order.

Posted 2 years ago

“Well done! On time. Friendly. Precise.”

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Posted 2 years ago

Thanks for your order and review. We hope to hear from you again sometime.

Posted 2 years ago

Online Insulation Ltd is rated 4.7 based on 1,355 reviews