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... See more
Company replied
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
See what reviewers are saying
Verified
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... See more
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... See more
Company replied
Verified
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... See more
Company details
- Construction Material Wholesaler
- Building Materials Market
- Building Materials Store
- Building Materials Supplier
- Insulation Materials Store
Written by the company
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.
Contact info
Unit 3 24 Munro Road Springkerse Industrial Estate, FK7 7UU, Stirling, United Kingdom
- 01786 657 911
- help@insulationmerchant.com
- insulationmerchant.com
4.2
Great
214 reviews
Replied to 85% of negative reviews
Typically replies within 1 month
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Reply from 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.
January 20, 2026
Unprompted review
Reply from 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
Verified
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
July 11, 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.
July 16, 2025
Unprompted review
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.
July 10, 2025
Unprompted review
Reply from 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
Verified
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
May 28, 2025
Unprompted review
Reply from 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
Verified
Quick dispatch and quality service
Quick dispatch and quality service. Could not recommend more
June 4, 2025
Verified
Excellent service and a great product.
Excellent service and a great product for period property restoration, thank you.
June 2, 2025
Reply from 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
Verified
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
May 1, 2025
Reply from 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
Verified
Reply from 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.
April 30, 2025
Unprompted review
Reply from 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
Reply from 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
March 25, 2025
Unprompted review
Reply from 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.
March 21, 2025
Unprompted review
Reply from 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
Verified
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!
March 4, 2025
Reply from 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
February 17, 2025
Unprompted review
Reply from 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
Verified
Delivery communication needs improving.
No problem with the materials supplied. However, after a confirmation of the order we received no further notification or information until a lorry turned up unannounced about a week after we placed the order with 14 packs of insulation.
Despite it saying 24 hours typical delivery on the website we had heard nothing for nearly a week. I then phoned on the Friday and spoke to a helpful person who was going to phone the following week to let us know when we could expect delivery. I explained that there was no rush but we wanted to make sure we would be in to receive the delivery. The next thing we knew was when, rather than an update, a lorry turned up on the Monday morning with the delivery. Fortunately we were in but I'm not sure what would have happened if we had been out. It was hemp insulation that isn't supposed to get wet so hopefully it would not have just been dumped in the drive.
They really need to improve communication and make contact to arrange a convenient delivery time especially as, in our case, this cost £50.
March 3, 2025
Reply from Insulation Merchant
Hi Chris,
We sincerely apologise for the lack of communication regarding your delivery. While we’re pleased to hear that the materials met your expectations, we understand that clear and timely updates are just as important, especially when arranging large deliveries.
We truly appreciate you bringing this to our attention, and we’re taking steps to improve our delivery notification process to ensure customers receive accurate updates and convenient scheduling options. Your experience highlights an area where we need to do better, and we’re committed to making improvements.
If there’s anything we can do to make this right or if you’d like to discuss your experience further, please don’t hesitate to reach out. We really appreciate your business and hope to provide a smoother experience in the future.
Best Regards,
The Insulation Merchant Team
Verified
No communication
Ordered material, no call or email after 1 week I had to chase them on 2 occasions to get the order. Probably won’t use again.
March 3, 2025
Reply from Insulation Merchant
Hi Steven,
I’m truly sorry to hear about your experience and sincerely apologise for the inconvenience this has caused.
At Insulation Merchant, we make it a priority to provide the best possible customer service we can, however, we acknowledge that this is one of the rare cases where we were not able to achieve this.
If there’s anything we can do to make this right or if you’d like to discuss your experience further, please don’t hesitate to reach out to our team.
Your feedback is invaluable to us, and we truly appreciate your business. We hope to have the opportunity to serve you better in the future.
Best Regards,
The Insulation Merchant Team
Verified
Exactly as ordered and on time.
March 3, 2025
Reply from Insulation Merchant
Hi,
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
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.