Insulation4US Avis 14

Réponse : Insulation4US

3 févr. 2026

Hi David,
Thank you for sharing your feedback. We sincerely apologize for the difficulty you had reaching us by phone and for the frustration caused by our voicemail being full.

We genuinely pride ourselves on our customer service and accessibility - both before and after a sale, so we are sorry that your experience did not live up to that standard.

Fridays can be exceptionally busy as we try to get every customer sorted before the weekend; unfortunately, the high volume of calls meant our voicemail filled up faster than we could clear it. This isn’t the level of accessibility we aim for, and are working on better ways to manage those sometimes end-of-week surges.  
To provide some context for others reading this- Our team recommended purchasing the additional step upon consultation with you, because the ladder's standard reach is 8’2 3/8” – 9’2 1/4", and your ceiling height was noted as being higher than this, hence requiring the extra step extension as recommended by the manufacturer. We always lean toward safety to ensure a ladder isn't overextended or unstable.

Regarding the return of the extra step:

The Policy: Our standard terms & conditions, shared at the time of purchase do include a restocking fee and return shipping costs for surplus parts.

The Resolution: Because we value your experience, we first waived the restocking fee. When we realized you were still unhappy, we went a step further and absorbed the return shipping costs as well, effectively taking a loss on the return and keeping you from being out of pocket.
While we regret the communication friction you experienced after the sale, we hope the fact that we absorbed all return costs demonstrates our commitment to doing right by our customers.
We are glad the ladder is now installed, and we wish you the best with your newly installed attic access.
Kind regards,
Nuala O'Donoghue 
Sales Manager USA

Réponse : Insulation4US

16 juil. 2025

Dear John,

Thank you for taking the time to leave your feedback. We are incredibly sorry for the unacceptable experience you had with your recent order. Your frustration is completely justified, and we want to offer our sincerest apologies for our failures.

We acknowledge we fell short in several areas: the initial item was out of stock and did not ship as promised, our proposed alternative was not a suitable solution due to the significant price difference, and most importantly, there was a serious delay in processing your refund. This is not the standard of service we strive to provide.

As confirmed in our direct email to you, we have processed a full refund for your order. We have also addressed the internal issues, including the holiday backlog you were caught in, to prevent this from happening again.

We deeply regret the frustration and inconvenience we have caused you.

Sincerely,

Nuala O'Donoghue
Sales Manager

Réponse : Insulation4US

Actualisé le 23 avr. 2025

Thank you for taking the time to share your feedback.

We are truly sorry to learn about the difficulties you experienced on our website. We have already brought this to the attention of our development team, as it appears to be a recent error following an update on only very specific checkout situations. We are working to implement a fix as quickly as possible, and we appreciate you bringing this to our attention.

We also wanted to clarify the benefits of our Shipping Protection. For orders shipped via Less-Than-Truckload (LTL) carriers, responsibility transfers to the customer once the shipment leaves our depot in perfect condition. Our Shipping Protection is designed to safeguard our customers in the event of damage during transit by the carrier. If a customer has this protection, we will either allow them to keep or dispose of the damaged goods, and we will ship a brand-new replacement order at no additional cost.

Without Shipping Protection, customers would need to file a claim directly with the carrier, which can often be a lengthy process, leaving them without their product. They would also need to purchase a new order while awaiting potential reimbursement from the carrier, which can sometimes take up to three months. Our Shipping Protection eliminates this hassle by ensuring a prompt replacement shipment.

Regarding your feedback on minimum order quantities, we want to assure you that we do not impose minimum order requirements through our supply partners. The quantities listed on our website are exactly what we supply to our customers. We are aware of some stock availability issues nationwide due to high demand in certain areas, a challenge that many suppliers are currently facing as manufacturers work to keep up with market demand.

We are pleased to report that the majority of our orders are being delivered to our customers within 3 to 5 days, and in some cases, even on the same or next day.

We value your business and hope to provide you with a much smoother experience in the future.

Regards
Insulation4US

Réponse : Insulation4US

23 avr. 2025

Thank you for your honest feedback. We're really sorry to hear the delivery process wasn't clearly explained at the start—we completely understand how frustrating that must have been. While some of our deliveries do require consolidation to keep costs down for our customers, we should have communicated that more clearly upfront.

We appreciate you highlighting this, and we’re taking steps to make sure expectations around delivery timelines are clearer in the future. If there’s anything we can still help with, please don’t hesitate to get in touch.

Kind regards,
The Insulation4US Team

Réponse : Insulation4US

29 avr. 2024

Hi Norton,

Unfortunately we are unable to find you on our system or your order. Would you mind emailing info@insulation4us.com with your order number so we can locate your order. If a refund was due it should have been processed within 5 working days of your order being cancelled.

We are not sure what you mean about conflicting delivery times as typically deliveries are relatively flexible but in some regions we would only have trucks in your area maybe once per week or once every 2 weeks if you are far from our depot.

Regards
Insulation4US