Total joke of a company. I have multiple delivery dates as the courier only wanted to deliver on a day that suited them. And when they arrived they were a cheaper brand and not Celotex as purchased. Avoid this scam of a company
No ownership for when things get delivered to a wrong address. Instead of resolving just want to charge missed delivery fees. Left with 2weeks wasted, no insulation and funds removed from refund when all I sought was goods delivered to the address we live at. I'd suggest avoid and try out one the many other competitors in this space.
First and last time dealing with this company. My fault for not reading the reviews and being aware of the common mistake they keep making by taking money for items not in stock! Received confirmation not in stock with no anticipated date of when it would be in. Told to speak to a member of their team to request a suitable replacement but asked for a refund. Didn’t fulfill me with confidence and appears to be a long winded process to get a refund I.e. requests, checks, confirmation, emails from another team before refund can start to be processed! Avoid
Purchased a pallet of mineral wool from insulation superstore. When delivered it arrived soaking wet and had clearly been left outside to the elements. A few of the rolls had also been damaged and had parts ripped off. Ignored my emails and now I am left with some rolls that will need their ends cut off, and potentially the whole roll chucked. Update: Contacted email as suggested by owner below and still no response.
Outstanding service Have ordered twice now and first time was so seamless that I didn't even think about it. The second order had a few issues but I was constantly kept informed of what was happening, my emails were responded to promptly and a change of order (from my own request) was quickly dealt with. Although the second order took much longer than I had hoped, the customer service was excellent and I'm really happy with the quality of the product (acoustic underlay). Definitely worth the wait for this quality and expense.
Order No.IS-0103901 order placed on 15 Dec, we received 12 sheets out of 20 on the 19th. No sign of the remaining sheets as of 10 Jan. They are happy to take your money however they don't even check if they have stock. I have sent several emails and made several calls, still No sign of remaining sheets. Avoid this company!!
For one, the main insulation came to about half the price I would have paid at e.g. Wickes so it’s a good starting point. Two: free delivery on my order because over £350. Three: excellent customer service when there was an issue with missing small item delivered separately by courier in ripped open bag. Obviously not their fault but they immediately re-ordered and kept me informed when stock was out so I didn’t need to chase up. Lidl prices. Fortnum & Masons service. These are builders suppliers so be aware that you do have to sign for deliveries. Excellent company.
Order ref: IS-0100054 Worst service I’ve had in a long time. Part of my order arrived, only a few days after purchasing through the website. At that point, I contacted Insulation Superstore to query why I hadn’t taken delivery of the complete order. I was told I would get a call back but didn’t hear anything. 2 calls later (3 in total), 6 days and I’m finally asked to pay nearly £200 extra for delivery or it’s not coming. Why take so long to tell me? Why has the customer got to pay additional cost when not their fault? Needless to say I cancelled and have now shopped elsewhere. Wonder how quick payment will be returned to me and how much of the original delivery charge will be refunded? Complete joke of a company, passing on their problems to the customer and no communication without hassling. Avoid at all cost!
Products ok, customer service needs improving. Amy is polite and helpful, couple of others I spoke with pretending they couldn’t hear me on the phone on two separate occasions, infantile.
Insulation Superstore is located at Burrington Way, Plymouth PL5 3LX, UK
You can contact Insulation Superstore at +44 1752 692206
You can find directions to Insulation Superstore by following this map link