Insulation Hub Avis 

Avoid, some of the worst customer experience ever, it really held up my building project.

The story...
I placed the order after asking someone online and being told it would be with me in 2-3 days. I then a little later got an email explaining it would be delivered 6 days later, which was too long for me as I had plasterers starting. I contacted them through the website and then was told that you could get it to me for Monday (I placed the order on a Thursday), Monday came and went and then I contacted them again to find out that it would be Tuesday. This was OK, but on Tuesday I contacted them again to ask what time it would be, only to be told that you didn't have it and that the next delivery date would be Thursday unless I wanted to pick it up myself (60 mile round trip) on Wednesday. I then asked for the place to pick it up and again, heard nothing. That was when I canceled the order completely.

It was the worst experience I have had buying online, was constantly told lies, and not contacted back when I had asked. The icing on the cake was on Friday, I got a call from a delivery driver asking where the property was as he was close but couldn't find it! I explained that the order had been canceled a few days before!

The website was easy to navigate, ordering was simple online. Communication was great and I received delivery updates. I was really impressed that they were able to deliver my order on my preferred date. Delivery was excellent.

Excellent service!

Super efficient with incredible organisational skills. They delivered our order within 24 hours and managed to organise an add-on order without extra charge. They understand the urgency when something is needed on-site and will go the extra mile to help you. 100% recommendation! Thanks for your help guys, you rock!

I was very pleased with the service that I received from Insulation Hub. Niran made sure all my requests were met swiftly, answering any queries I had with no hesitation. I will definitely be recommending Insulation Hub, do ask for Niran if you get in touch, you will not be disappointed with the customer service he provides!

Really good communication and help from the guys at insulation hub, untill they get your order.

After that it changes, I order d and specified the requirement of a hi ab, as there was a fence to lift over.
Delivery arrived, no hi ab, only a pallet truck. Long story short that means 3 tonnes of timber n you see to be moved from the driveway, so that the delivery could take place. Wasted 3 hours of my time. Shame as the price was good, I will not be returning.

Called the company, spoke to a manager (Ben redhead) who stated that I didn't request a HI Ab on the order, which was incorrect as I have an email directly from him, stating on it that the hi ab requirement has been added into the order.

The delivery driver from SIG, whom the order was outsourced too, couldn't have been more helpful, even his boss called me afterwards to discuss the issue.(which was nothing to do with them, it was an issue with insulation hub)

He advised I should seek compensation from Insulation Hub, either directly or via my credit card company. He then went on to offer me a price for the same order, direct from themselves in the event that insulation hub do not offer compensation, he advised I have a right to cancel and have the order collected.

We shall see what insulation hub say, if they call me back.

***UPDATE***

After a further call , making the company aware i was out of pocket around £170 on the order, plus a week behind on building work and around £800 in wages to builders i was offered a mere £100 as a gesture of goodwill, despite me been out of pocket much more than that. I was told id get a further call back after further discussions with management.

The £100 offer was refused, my review will also remain despite been asked to remove it.

Good service, very quick to respond if you have a query!

Proactive and great follow up - voluntarily covered my order with higher value stock when part of it couldn't be supplied. Great service.

Very happy with the service. Ordered ybs and came no drama. Will be using again.

Insulation Hub was the only supplier that had SuperQuilt available in 15m2, however they had a message on their website to say that there are delays in delivering this item due to low stock as a result of COVID-19. I contacted them via live chat and they informed me that a delivery was due the following week and I’d receive the insulation by the end of the following week. I hadn’t heard anything the following week so I contacted them again on live chat and they informed me there had been further delays but guaranteed I’d receive the item early the following week. They apologised for the delays and assured me that someone would be in touch as soon as the item arrived. I received a phone call the day after it arrived to check I was happy with the delivery and that everything was order. Overall I was very impressed with the level of communication and the ease of getting in touch with them. They used DHL to deliver which was great as I was able to track the delivery.

Great product, item arrived before estimated delivery date. I highly recommend this supplier and will not hesitate to use again in the future.

Great user friendly website. I ordered over 60 packs of rwa45 Rockwool sound insulation which was the best price I could find. After ordering I thought it would arrice in 3 days. The depot rang me the next day and said can we deliver now. The speed was just amazing!

First class service. Very helpful in arranging the delivery slot I wanted. Very helpful delivery driver. When needed I will definitely use them again.
Highly recommended!!

Excellent service and insulation board arrived very quickly.
Service from Ben was excellent very efficient and true to his word first class.

Excellent prices great products friendly customer service would use again

First class from start to finish, best price I could find, customer service very helpful sorted my issue straight away. Delivery came when it said it would and the delivery driver couldn’t have been more helpful. Spot on

Great service. I’d be happy to recommend them.

I ordered insulation boards and chipboards, they delivered insulation boards on time, but chipboards delayed for several times, in the end I have to purchased from other place, it is totally waste time. If them could not control their delivery, should told their customer at the beginning or ASAP.

Before paid the order their answer was good, then after that all changed.

Not recommend.

They charge 50 pound for delivery from their website and then as listed on google shopping it’s £90 for some knauf insulation costing 20 odd pounds would not recommend buying unless buying in masses spending 9000+ on it