I'm replacing disgusting old fibreglass insulation. Purchased Thermafleece SupaSoft, recycled plastic. Fast delivery, really good insulation, no itching or glass fibres flying about. The only downsid... Mehr ansehen
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Das sagen Bewerter
Buying a 'green' product ( two tubes of specialist adhesive) - both robust plastic. Came inside a large cardboard box covered in wrapping tape. Multiple large plastic pillows inside; then large quant... Mehr ansehen
I purchased the IndiNature IndiHemp batts 100mm x 370mm to install between loft joists. They are easy to cut with a Bacho Profcut Insulation saw and they fit nice and snug between the joists. Two rea... Mehr ansehen
Unternehmen hat geantwortet
Excellent service and advise, big shout-out for David Clark, Sales Director, who guided me on the best product for my project. Went with the Steico wood based product in the smallest width, unfortunat... Mehr ansehen
Unternehmensdetails
Vom Unternehmen geschrieben
THE independent insulation merchant! Suppliers of natural, sustainable insulation and airtightness systems to the UK. We have a stocked warehouse and can offer quick delivery.
Kontaktinformationen
Unit 3 24 Munro Road Springkerse Industrial Estate, FK7 7UU, Stirling, Vereinigtes Königreich
- 01786 657 911
- help@insulationmerchant.com
- insulationmerchant.com
3.9
Gut
217 Bewertungen
Hat 80 % seiner negativen Bewertungen beantwortet
Antwortet meist innerhalb von 1 Monat
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All the products where great and as…
All the products where great and as ordered, but I didn't hear from them for over a month as to when they might arrive which is really hard to plan around.
7. Januar 2026
I placed an order which never arrived
I placed an order which never arrived. After a week with no delivery, I emailed to chase it. I was then told they hadn’t received my email, despite the fact that I replied directly to the existing email chain and received a response to that same chain.
Customer service was dismissive and unhelpful throughout. Instead of resolving the issue, they focused on denying receipt of emails and even suggested they would have any negative review removed.
Based on my experience, this business cannot be trusted to deliver orders or deal with problems properly. Feels like a scam operation rather than a legitimate insulation merchant. I would strongly recommend avoiding.
3. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Anon,
We are very disappointed to hear your comments.
Unfortunately, your order was placed in November 2025. We have checked our system and had no correspondence by email or otherwise until March 2026 to notify us that your item had not been received.
We feel that it is unfair after such a long period of time to expect us to refund or resend your item when the courier has shown it as being delivered originally.
Although we understand that you were on holiday overseas during this period, it would not have been unreasonable for you to email us at the time to let us know there was an issue.
We value excellent customer service and will always go above and beyond to help people. However, trying to extort us or being rude to our colleagues is not acceptable.
We value transparency and constructive criticism, no matter what the experience has been, as this is how we can learn and improve. However, with fraud transactions on the increase, customers must have a genuine claim within a reasonable timeframe to allow us to rectify problems, which this was neither.
Warm regards,
The Insulation Merchant Team
No refund , had to to issue a chargeback
Placed an order 2 weeks ago, had no communication about delivery so sent 2 emails chasing it up, they didn’t reply to either. In the end I had to get refund from my credit card by issuing a charge back against them.
13. Februar 2026
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Jayson,
Thank you for your feedback. We’re sorry to hear that you were unhappy with your experience.
We take communication and order fulfilment very seriously, so it’s concerning to read that you felt you received no response to your emails. Having reviewed this, unfortunately, your original emails had gone to our junk mail. We can only apologise that we didn’t pick this up.
We understand how frustrating it must have been to feel that you had to resort to a chargeback in order to resolve the matter. That is never the experience we want for our customers. We would suggest that if you can’t get through to us via email, please call our team instead.
We genuinely regret the inconvenience and frustration this situation has caused.
Kind Regards,
The Insulation Merchant Team
Antwort von Insulation Merchant
Hi Andrew,
Thank you so much for your review! We’re thrilled to hear that you had such a positive experience with our team.
Your kind words mean a lot to us, and we appreciate your support!
Best Regards,
The Insulation Merchant Team
Fast delivery, no issues.
I'm replacing disgusting old fibreglass insulation. Purchased Thermafleece SupaSoft, recycled plastic. Fast delivery, really good insulation, no itching or glass fibres flying about. The only downside is cutting length-wise. None of my joists are the same size so having to cut the width down which is really hard. My wife suggested trying our electric meat knife! After laughing I gave it a try, awesome result, 3 minutes to cut a 5m length. Just bought more.
20. Januar 2026
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Len,
Thank you so much for your review! We’re thrilled to hear that you had such a positive experience and that you received your order quickly.
We take pride in offering high-performing insulation products, so it's great to hear that the quality met your expectations.
Your kind words mean a lot to us, and we appreciate your support!
Best Regards,
The Insulation Merchant Team
Good people, not so good systems
The company was very friendly. However, I could not give them five stars as it took several attempts to actually get the order confirmed and then it was not in stock. They did however give free delivery because of the problems and waiting time. Great people, not great systems. The product appears good and the back up advice from Steico has been outstanding
11. Juli 2025
Horrible company
Saying it was a horrible experience, would be an understatement.
Ordered some stuff for a best part of a £1000. Week later sent an email asking for an update. No replay. Phoned in few days later to find out, items are not in stock and on order from Germany. Was told it will take another week. A week later, got a reply to my original email saying that stuff is not available and is in back order. Asked for a refund and there where the problems started. My order was canceled but no refund. I've been sending emails for 10 days and no reply. Eventually opened a case through PayPal to get my money back. Bunch of clowns. Do not waste your time or money. Horrible company and dreadful customer service.
16. Juli 2025
Bewertung ohne vorherige Einladung
Online buyers beware - Do not trust IM
IM accepted an order for two plastering products that complimented each other and led me to believe they were both in stock and would be delivered in-between 3-5 working days. They delivered one of the products later than expected without notification from the delivery company and then avoided contact when chased for the remainder of the order. Over a week later out of despair and to put an end to the shambles, I requested and agreed with Christopher a refund for the missing product and also for the full carriage charge (£70) so I could order from another company (which I did from Womersleys Ltd). This was agreed as the lack of transparency and information was costing me in plasterers time (you know the hassle re-timing etc). IM had no sympathy and eventually sent a refund via shopify and after a further four calls having agreed with Christopher a full refund on the carriage, they reneged and fobbed me off with a pro-rata refund and eventually a £25 goodwill gesture (after all the goodwill had long gone). I would like to know why IM couldn't be honest or transparent, both qualities required when you are buying online. There is plenty of competition which I will use next time.
10. Juli 2025
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Gary,
Thank you for taking the time to share your experience, though we're sincerely sorry to hear it was a disappointing one.
We understand how frustrating it must have been to experience delays and unclear communication, especially when trying to coordinate tradespeople and timelines. That’s not the level of service we aim to provide, and we truly regret that we fell short in this instance.
Regarding the order, we acknowledge there was an issue with the stock availability of one of the items and that this affected the delivery and your schedule. While we did issue a refund for the unavailable item and offered a partial refund on the carriage charge, as per our policy, we appreciate that this did not meet your expectations. We're sorry our resolution did not restore your confidence in us.
We take all feedback seriously and are reviewing what happened internally to ensure clearer stock messaging and better communication throughout the delivery process. Your points have been shared with our customer service team so we can learn and improve.
If you'd be open to discussing this further, we’d welcome the chance to make things right. You can reach our team directly at help@insulationmerchant.com or give us a call on 01786 657 911.
Thank you again for your feedback, and we're truly sorry we let you down on this occasion.
Warm regards,
The Insulation Merchant Team
Deliveries were late and worse
Deliveries were late. No delivery tickets were included. It became cleat that Insulation Merchant did not know what had been sent and what was outstanding. The people there are nice guys but on this order seemed to have totally lost control of what was and was NOT happening. It was incredibly stressful, frustrating and expensive. All this could have been avoided with proper logistics control and communication
28. Mai 2025
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi David,
Thank you for taking the time to share your feedback, and we’re truly sorry to hear about your experience.
Our initial feedback from staff was that a couple of mistakes had been made in the thicknesses and square meterage when you placed the order. We had attempted to help fix this for you, and our impression was that we had been accommodating with the confusion between yourself and the builder. We feel on this occasion that your views are quite severe, considering.
We understand how frustrating and disruptive delays and lack of communication can be - especially when working to tight project deadlines. We sincerely apologise for the inconvenience caused.
Your comments have been shared with our team and, while this situation does not reflect the standard we strive for, your feedback is incredibly valuable in helping us identify gaps and improve our service.
If there’s anything further we can do to resolve any outstanding concerns or make amends, please don’t hesitate to get in touch.
We appreciate your patience and hope to have the opportunity to restore your confidence in the future.
Warm regards,
The Insulation Merchant Team
Quick dispatch and quality service
Quick dispatch and quality service. Could not recommend more
4. Juni 2025
Excellent service and a great product.
Excellent service and a great product for period property restoration, thank you.
2. Juni 2025
Antwort von Insulation Merchant
Hi Andy,
Thank you so much for your kind words! We're glad to hear you had a positive experience with us, and you found the product to be well-suited for your needs.
We appreciate your support and look forward to serving you again in the future!
Best Regards,
The Insulation Merchant Team
Excellent seller
They did not have the items in stock but notified me, put it on backorder and sent it to me as soon as they received it. Excellent seller and product
1. Mai 2025
Antwort von Insulation Merchant
Hi Joe,
Thank you so much for your review! We truly appreciate your feedback. It helps us to continue delivering the best possible experience to our customers.
Our team takes pride in providing superior customer service, so it’s wonderful to know you got to experience that firsthand.
Thank you once again for choosing us, and we hope to see you back soon!
Best Regards,
The Insulation Merchant Team
Antwort von Insulation Merchant
Hi Karl,
Thank you so much for your review! We’re thrilled to hear that you had a positive experience with us.
Your kind words mean a lot to us, and we appreciate your support!
Best Regards,
The Insulation Merchant Team
Product never arrived and no refund!
Product never arrived. I've emailed and called them but every time the answer I've got back was that someone from the warehouse will contact me.
Its been three weeks now and no delivery or refund.
I will never order again from this supplier.
30. April 2025
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Radu,
Thank you for your feedback. We're very sorry to hear about your experience.
We sincerely apologise for the delay in resolving this issue. This is not the level of service we aim to provide, and we completely understand your frustration. Your concerns have been noted, and we’re escalating this matter internally to ensure it is addressed as a priority.
A member of our team will be in touch shortly to follow up and ensure that either your delivery is completed or a full refund is processed without any further delay. We truly appreciate your patience and the opportunity to make things right.
Many thanks,
Insulation Merchant Team
Fantastic product.
Fantastic product.
Great service.
Highly recommend.
2. April 2025
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Ross,
Thank you for your review! We're glad to hear that your experience was positive. We hope to work with you again in the near future.
Best Regards,
The Insulation Merchant Team
Quick delivery thank you
25. März 2025
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Jonathan,
Thank you so much for your review! We're glad to hear your feedback, and we hope to see you return.
Best Regards,
The Insulation Merchant Team
I ordered the geocell foam glass…
I ordered the geocell foam glass insulation it says on the website it covers 1.5 cube per back definitely doesn’t even before compaction it only does 1.2 . Really poor communication regarding delivery I had to chase numerous times and got told it was being dispatched the next day .When I rang again 5 working days later was told it was out of stock.When I place the order was told 2-3 days the reality was 2 -3 weeks would of been more accurate.When I realised I was short rung about trying to get some more asap told someone would call me back they did about 6 hrs later by which time I had to shop elsewhere.Really poor customer service couldn’t recommend.
21. März 2025
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Richard,
Thank you for your feedback, and we’re very sorry to hear about your experience. We sincerely apologise for the delays and miscommunication regarding your order. This isn’t the level of service we aim to provide.
Regarding the coverage of the Geocell foam glass, we appreciate you bringing this to our attention - we are reviewing the product information to ensure it is as clear and accurate as possible for future customers.
We completely understand how frustrating the delay and communication issues must have been, especially when working to tight project timelines. We’re currently taking steps to improve both our stock updates and customer follow-ups to avoid situations like this.
Thank you again for your honest feedback - it’s invaluable in helping us improve.
If there’s anything further we can do for you, please don’t hesitate to get in touch.
Best regards,
The Insulation Merchant Team
amazing group of people
amazing group of people, fast to respond to calls and has the best prices on aerogel, kept me updated on restock time and gave me an upgrade to get it to me sooner. Thanks!
4. März 2025
Antwort von Insulation Merchant
Hi Sigi,
Thank you so much for your review! Your feedback truly means a lot to us and helps us continue delivering the best possible experience to our customers.
Our team takes pride in providing superior customer service, so it’s wonderful to know you got to experience that firsthand.
Thank you once again for choosing us, and we look forward to serving you again soon!
Best Regards,
The Insulation Merchant Team
I made an email enquiry which was…
I made an email enquiry which was sorted immediately and order delivered 2 days later excellent thanks
17. Februar 2025
Bewertung ohne vorherige Einladung
Antwort von Insulation Merchant
Hi Joanne,
Thank you so much for your review! We’re thrilled to hear that you had such a positive experience with our team.
Your kind words mean a lot to us, and we appreciate your support!
Best Regards,
The Insulation Merchant Team
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