Great quality product and good delivery service. I bought 2 of the 1200x600x9mm acoustic mats for a project to soundproof a wildlife camera trap. Not your usual building project but the requirement... See more
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
The insulation was exactly as described delivery promised to be in two days and it was think it was about 19-20 hrs. I found good comps to deal with 👍🏻
We bought some 12mm Acoustic mat and used it to deaden the noise from an air compressor which sits under our workbench. I cut a board to sit in front of it and stapled the mat to the board. It wo... See more
I ordered fifteen sheets of 25mm Celotex. 2 weren’t filled properly with foam. I rang the company who said they are normally checked before leaving the warehouse. They apologised and delivered two mor... See more
Company replied
Company details
Written by the company
Welcome to BuyInsulation.co.uk, the leading independent North West distributor of Thermal and Acoustic Insulation, Fire Protection and Trace Heating. BuyInsulation specialise in the supply of all types of Insulation, Metal and Ancillaries related to the Industrial, HVAC, Marine and Acoustic markets, with competitive pricing combined with next-day delivery on stock items.
Contact info
Unit 1 Newstet Road, Knowsley Industrial Park, L33 7TJ, Liverpool, United Kingdom
- 03301336613
- sales@buyinsulation.co.uk
- buyinsulation.co.uk
4.6
Excellent
289 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 40% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
No delivery, and unresponsive customer service.
I ordered some insulation from these folks, and at the time of ordering, the delivery was estimated at 2-4 days. That was okay, because my project needed the materials in 5-6 days.
5 days later I called to ask why I hadn't seen the goods, or even a shipping notification. The phone didn't answer on multiple occasions so I used the web chat. They told me: "your boards are getting cut down today (Friday) for dispatch later so delivery will be Monday".
On Tuesday I contact them again to ask why I still haven't seen the goods, or even a shipping notification.
Update (19 Jun): I started to dig through companies house information and found the details for the parent corporation: kgdistribution.co.uk. I called their sales phone number which was immediately answered by a helpful guy who was concerned about my problem. He took ownership, and a couple of hours later I received an update, along with a TNT tracking number.
The goods arrived this morning.
It really shouldn't have been necessary to do all this for an order. The company could have defused the situation by providing timely updates and responding to customer inquiries. They chose not to, so I won't be using them again.
June 18, 2024
Reply from Buy Insulation
Dear Brendan,
Thank you for your time today. We appreciate you taking the time to speak with us and discuss the issues you faced.
We want to assure you that we have taken your feedback seriously and have put measures in place to avoid such situations in the future. We are committed to improving our communication and ensuring timely updates for all our customers.
We hope that you will consider giving us another chance to serve you. Should you wish to work with us again, we are confident that you will see a significant improvement in our service.
Thank you for your understanding and for helping us improve.
Kind regards,
Buy Insulation Customer Care Team
Zero communication
One week late.
No prior delivery notice.
No answer on the telephone or response to any messages.
No answer via online help.
No response to email.
Zero communication on any platform.
Very frustrating.
Price good though!
June 3, 2024
Reply from Buy Insulation
Hi David,
Thank you for your feedback. We sincerely apologise for the delay in delivery and the lack of communication you experienced. We understand how frustrating this must have been for you.
We are currently implementing measures to ensure that such issues do not occur in the future. This includes enhancing our communication channels to provide timely updates and responses across all platforms.
We appreciate your patience and understanding as we work to improve our services. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.
Kind regards,
Buy Insulation Customer Care Team
Reply from Buy Insulation
Hi Michael,
Thank you for your positive feedback! We are delighted to hear that you found our ordering process easy and that you received exactly what you ordered within a fair timeframe.
Your satisfaction is our top priority, and we are glad we could meet your expectations. We look forward to serving you again in the future.
Kind regards,
Buy Insulation Customer Care Team
Placed an order
Placed an order. Nobody answers the phone. Nobody responds on live chat or by email.
Scam site?
June 5, 2024
Reply from Buy Insulation
Hi Andy,
Thank you for your feedback. We sincerely apologise for the lack of communication you experienced. We understand how concerning it must have been not to receive a response via phone, live chat, or email.
We appreciate the opportunity to speak with you and understand your issues. Your concerns were perfectly valid, and we acknowledge the mistake on our part. We have now rectified this issue and have taken steps to ensure it does not happen again.
We hope that you will consider giving us another chance in the future. Thank you for your understanding and patience.
Kind regards,
Buy Insulation Customer Care Team
No delivery yet ....
My previous review below.
The online ordering system was smooth and simple. The post order support since non-delivery was excellent. There apologies generous and full refund was without challenge and prompt. I was disappointed with non-delivery but have only positive statements to make about the company.
No ordered products delivered despite my chasing the order. And despite receiving an email stating a second dispatch would be arranged. Sent two emails asking for refund on defaulted order, no refund yet progressed over 2 weeks from request.
June 11, 2024
Reply from Buy Insulation
Hi Robin,
Thank you for bringing this matter to our attention. We sincerely apologise for the inconvenience caused by the non-delivery of your order and the delay in processing your refund request.
We understand how frustrating it must be to have chased your order and sent multiple emails without receiving a satisfactory response. Please be assured that we take your concerns very seriously and have now taken steps to rectify the situation.
We have a dedicated customer support team, and we are committed to ensuring that such issues do not occur in the future. Should you need any assistance in the future, we will be more than happy to help.
Thank you for your patience and understanding.
Kind regards,
Buy Insulation Customer Care Team
Very easy to order from and local…
Very easy to order from and local pickup. Great price. Helpful staff. So glad I found them.
May 28, 2024
Reply from Buy Insulation
Hi Dave,
Thank you so much for your positive feedback! We are delighted to hear that you found the ordering process easy and convenient, and that our local pickup option and great prices met your needs.
Our team always strives to provide helpful and efficient service, and we are glad to know you had a positive experience with us.
Kind regards,
Buy Insulation Customer Care Team
Order #2649
Updated 29/06/24
After receiving a phone call from Buy Insulation customer services to discuss my issue I would like to say that the issue has now been resolved. I would also like to say what a refreshing change for a company to contact you the way Buy Insulation did with me and display empathy towards how I felt.
The insulation product I purchased was good and the company has now shown a great level of importance towards their customer base being totally satisfied all round with their overall experience.
Many thanks and kind regards
Order #2649
Product seems fine but delivery time is a major issue. Paid for express delivery 1/2 days and some 8 days after ordering received my order. Was told by Buy Insulation the order was despatched day 2 after ordering and would be delivered day 3. Obviously order didn't arrive due to issues with the delivery company they use, TNT, who I was informed by Buy Insulation via a phone discussion are causing them issues with customer orders. Contacting TNT is frustrating to say the least as you are dealing with an A I device.
After eventual delivery I contacted Buy Insulation via email with all the details regarding the delivery issues but have never received a reply. Maybe because I requested a refund for the express delivery!!!
May 28, 2024
Unprompted review
Reply from Buy Insulation
Hi James,
Thank you for your feedback and for bringing this matter to our attention. We sincerely apologise for the delay in your delivery and the frustration you experienced with our service.
We understand that paying for express delivery and receiving your order much later is unacceptable, and we regret the inconvenience this caused. We have been experiencing issues with our delivery partner, TNT, which have unfortunately affected our service levels. We are actively working to resolve these issues to ensure timely deliveries in the future.
We attempted to contact you via phone but were unable to reach you. Please email us again at sales@buyinsulation.co.uk or call our office at your earliest convenience, and we will address your concerns promptly, including your request for a refund for the express delivery charge.
Thank you for your patience and understanding. We are committed to improving our service and hope to have the opportunity to serve you better in the future.
Kind regards,
Buy Insulation Customer Care Team
My efforts to get a delivery update by…
My efforts to get a delivery update by email, phone and live internet chat were all ignored. Delivery was slow and we had to change how to do things as it was late.
May 17, 2024
Reply from Buy Insulation
Hi Russell,
Thank you for your feedback. We sincerely apologise for the lack of communication and the delay in your delivery. We understand how frustrating it must have been to have your efforts to get a delivery update ignored and to have to change your plans due to the late delivery.
We appreciate the opportunity to speak with you and explain the issues we faced. We are actively working to resolve these problems by improving our communication channels and ensuring that all customer inquiries are responded to promptly.
We are committed to making sure that such issues do not occur in the future and hope that you will consider giving us another chance. Should you need any assistance, we are here to help.
Thank you for your patience and understanding.
Kind regards,
Buy Insulation Customer Care Team
Fantastic Service
Purchased 'ODE' 100 and 200mmm loft roll and a knife. Elliot in customer service calculated how many rolls of each I required for the area which was a great help. I received the goods next day but only paid for standard delivery 2-4days.
Rolls were excellent quality and the best price I could find anywhere online. The knife is sharp and very sturdy.
I will only be using BuyInsulation.co.uk in future for any insulation needed for my project.
May 28, 2024
Unprompted review
Reply from Buy Insulation
Hi Tom,
Thank you for your wonderful feedback! We are thrilled to hear about your positive experience with our service and products.
It is great to know that Elliot in customer service was able to assist you in calculating the required materials for your project. We are also pleased that you received your order the next day, despite opting for standard delivery, and that you found the quality of our loft rolls and knife to be excellent.
We strive to offer the best prices and top-notch service to our customers, and it is rewarding to hear that we have met your expectations. We look forward to assisting you with any future insulation needs for your projects.
Kind regards,
Buy Insulation Customer Care Team
Ordering took time getting through to…
Ordering took time getting through to the team but I guess everyone is busy.
Delivery great and product good for what we needed it for 5•
May 9, 2024
Unprompted review
Reply from Buy Insulation
Hi Anthony,
Thank you for your feedback. We appreciate your patience in getting through to our team and understand that it might have taken some time due to high demand.
We are glad to hear that your delivery experience was great and that the product met your needs. Your satisfaction is our priority, and it is rewarding to know that you are pleased with our service and products.
Thank you for choosing us, and we look forward to serving you again in the future.
Kind regards,
Buy Insulation Customer Care Team
Reply from Buy Insulation
Hi Sousan,
Thank you for your feedback! We are pleased to hear that you found the purchasing process easy and are satisfied with the quality of our products.
Your satisfaction is important to us, and we look forward to serving you again in the future.
Kind regards,
Buy Insulation Customer Care Team
Reply from Buy Insulation
Hi AceDel,
Thank you for your feedback! We are delighted to hear that you were pleased with our fast delivery and found our prices reasonable.
Your satisfaction is our priority, and we look forward to serving you again in the future.
Kind regards,
Buy Insulation Customer Care Team
Reply from Buy Insulation
Hi Dinesh,
Thank you for your feedback! We are thrilled to hear that you were pleased with our services.
Your satisfaction is our priority, and we look forward to serving you again in the future.
Kind regards,
Buy Insulation Customer Care Team
OK for the price but you get what you pay for.
Delivery time was only just in the expected window (4 days). Price is good vs competition. However:
- You are falsely selling Celotex PIR board and shipping a cheaper alternative. I don't care if this is comparable in quality, if I order a certain brand I expect this to be shipped. This is not clear on your website.
- The boards were clearly sloppily manually cut and wonky. Not great if you are expecting a neat finish.
Order 2566. Will be taking my business elsewhere next time.
May 10, 2024
Unprompted review
Reply from Buy Insulation
Hi Dirk,
Thank you for your feedback. We sincerely apologise for the issues you experienced with your order. We understand your frustration regarding the brand substitution and the condition of the boards you received.
There was indeed a crossover period when we switched from Celotex to another provider, and our website was not updated in time. We regret that this caused confusion and inconvenience for you.
We will take your feedback seriously to ensure our product listings are accurate and up-to-date.
We appreciate your understanding and are committed to improving our processes to prevent such issues in the future. Thank you for bringing this to our attention.
Best regards,
Buy Insulation Customer Care Team
Great service great product
Great service great product, fast delivery reasonable price. Will use again.
May 7, 2024
Reply from Buy Insulation
Hi Stephen,
Thank you for your positive review! We are thrilled that you enjoyed our service, the quality of our products, the speed of delivery, and our reasonable prices.
We look forward to assisting you again soon.
Kind regards,
Buy Insulation Customer Care Team
Paid £30 for pallet never got it
Paid £30 for pallet never got it, rolls came with normal dpd driver while on invoice there were standing pallet charge...
UPDATE Got email after few days that they are charging for delivery £10 per roll, still cheapest I could find
May 3, 2024
Reply from Buy Insulation
Hi Piotr,
Thank you for your feedback.
We apologise for the confusion regarding the pallet charge and delivery method.
We understand your frustration and appreciate your patience as we clarified the charges.
Despite this, we are glad to hear that you still found our prices to be the cheapest available. We value your business and look forward to improving your experience in the future.
Best regards,
Buy Insulation Customer Care Team
Great Service
Have bought twice now, and service both times from ordering to delivery has been easy and delivered well within time. Great service, easy ordering, will definitely use again.
May 1, 2024
Unprompted review
Reply from Buy Insulation
Hi,
Thank you for your continued trust in us. We are delighted to hear that your experiences with our service have been positive and that you found the ordering and delivery process smooth. We look forward to serving you again soon.
Best regards,
Buy Insulation Customer Care Team
Great service and fast delivery however…
Great service and fast delivery however disappointing costumer service as not replying for a message and not answering phone call. Would recommend to a friend
April 25, 2024
Reply from Buy Insulation
Thank you for your feedback. We are glad to hear that you were satisfied with our great service and fast delivery.
We apologise for the lack of response to your messages and calls; this is not the level of customer service we strive for.
We really appreciate your recommendation and will work to improve our communication.
Kind regards,
Buy Insulation Customer Care Team
Ordered on 29th not a happy chappy April but had no…
Ordered on 29th April but had no correspondence from yourselves about a delivery date therefore I missed the delivery due to no information and have had terrible trouble trying to sort another delivery date but eventually got a date of 6/5/24 but hey ho stayed in allday and nothing had been delivered which is why I’ve not given a high star rating,I’m a very busy person who cannot afford to spend hours on a phone trying to get hold of someone your end but phone just kept ringing and also sent you numerous emails to see what was happening with my orde,all in all I’ve not had a good experience with yourselves or the courier company
April 29, 2024
Reply from Buy Insulation
Hi Paul,
Thank you for your feedback. We sincerely apologise for the inconvenience and lack of communication regarding your order. We understand how frustrating it must have been to miss the delivery and experience difficulty in rescheduling.
We acknowledge the trouble you had in reaching us by phone and email, and we are taking steps to improve our customer service and communication processes to prevent such issues in the future. Your experience does not reflect the standard of service we strive to provide.
We appreciate your patience and feedback, which will help us improve.
Best regards,
Buy Insulation Customer Care Team
Company that do not response and no reply
I have placed an order and have tried to contact them with no reply and neither they pickup the phone or no response on chat or email. There is no update on my order.
May 1, 2024
Unprompted review
Reply from Buy Insulation
Hi Girish,
Thank you for your feedback.
We apologise for the difficulty you have had in reaching us and the lack of updates on your order. We have tried to call you but were unable to connect.
We will follow up on your order as soon as possible. In the meantime, please email us at sales@buyinsulation.co.uk, and we will ensure your concerns are addressed promptly.
Best regards,
Buy Insulation Customer Care Team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.