Name: BoilerJuice.com
Address: LDH House, St Ives Business Park, Parsons Green, St Ives,, Cambridgeshire, Cambridgeshire
Rating: 3.29

“Order 2000 L of heating oil for delivery in May it was 10 days late, not needing the Oil as I turn the stove off, Find the stuff back up in December to find it it wouldn't run properly just kept sooting up, boiler stripped and serviced re-lit Christmas week blocked with soot once again, Stripped down the boiler/stove completely and serviced yet again, relit, three weeks later same thing, The fourth time stripped rebuilt rechecked oil flows flues filters added advertise , and same thing happens, it turns out it's the fuel it's the wrong fuel,no heat from the fuel, will not be a vaporise, and appears to be cloudy and very very waxy now it's cold, -12 to -18, I have been in touch with boiler juice, sent them photographs of the dirty stuff and at their request a picture of the colour of the liquid that are supposedly heating oil sent them photographs of the dirty stuff and at their request a picture of the colour of the liquid that are supposedly heating oil, it's been seven days and we are still no further on and I am freezing my ,,,,,,,,s off, Been in touch with Watson supply company and delivery, they say it is up to Boiler juice, On the 11th of February I sent them pictures of the Royal having previously sent them pictures of the stove that was blocked with soot I also spoke to them by phone as well as email one of the emails stating that I Kathryn Will be dealing with your problem from the resolution centre, she was supposed to get back to me I've heard nothing , So this morning I took the bull by the horns The following email was sent An email to say they have till 8 o'clock Monday morning then I was getting the oil pumped out, then purchase fresh oil, that I have taken legal advice and they are responsible for the replacement of this oil or what is left of it, that I have taken legal advice and they are responsible for the replacement of this oil or what is left of it , it's no laughing matter when you're covered in soot from one end to the other, The whole kitchen covered in it as Once it blocks with soot do you only way out is through every nook and cranny filling the place with smoke, Setting the alarm off, and black carbon dust everywhere, So boilerjuice are you paying for it or is it Watson, It's taken over a week for them to ask questions that most companies would of asked in the first telephone call, All I can say is at this stage avoid avoid avoid pay more and get somebody that will answer the question straight not mess you about and local, Guess the old adage is correct,, you get what you pay for I'm sort of still hoping that they're going to resolve the situation but it's -15 again now and I have no faith in them”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your feedback, although we are very sorry to hear of the issue you report with your heating system. As per your comments, our Resolutions Team are liaising with yourself and the supplier regarding this, but we thank you for bringing this to our attention. Kind Regards Customer Services

“Absolutely joke! Oil hasn’t been delivered, left us with no heating in the winter. With small child in the house. Customer service doesn’t give a damn about situation. Supplier was Certas energy, they were rude over the phone. Will never use them again. I don’t recommend them. Con and disgusting attitude.”

Helpful Report

Good Afternoon, Thank you for taking the time to leave us your feedback. We are sorry to see you have left us a 1 star rating. We do appreciate any feedback as it allows us to assist with any issues. We can see that you placed a standard 10 working day delivery order for expected delivery on or before 10th February, meaning that your delivery can be made any one of those 10 working days between the order being placed & the expected latest date for delivery. The Supplier provides a more competitive price for the standard delivery option as they can deliver when they are in your postcode area, so this will be the reason that your order arrived on 10th February. We hope this helps explain how the delivery process works, however if we can help any further please do contact us. Kind Regards Customer Services

“Appalling lack of service. No answer by phone, no response to web chat or emails. Oil now virtually empty. Will have to get emergency delivery. Worst customer service I have ever experienced. I signed up for peace of mind. Has caused more stress! Pathetic, do not use these people.”

Helpful Report

Good Morning, Thank you very much for taking the time to leave us your feedback, although we are very sorry to hear you are unhappy with the service you have received. We have highlighted your comments to our Connected Team and asked that they make contact with you directly regarding this. Once again, we sincerely apologise for any inconvenience caused. Kind Regards Customer Services

“Don't use BoilerJuice! I placed an order for oil on the 9th of January for delivery on or before the 22nd. Delivery was a week late and I was forced to get an emergency top up from elsewhere. Since then BoilerJuice has been kicking the refund I am owed down the road, you can't speak to anyone helpful or anyone who cares. Dreadful service and sharp practice. Don't pay this unnecessary middle-man , deal direct with your local provider.”

Helpful Report

Good Morning, Thank you for leaving us your feedback, although we are very sorry to hear there was a delay to your delivery being made. If you would like to provide us with some further information such as your surname/postcode or order number we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our sincere apologies for any inconvenience caused. Kind Regards Customer Services

“I ordered.oil.via boilerjuice who then select the co they will farm the order to. In my case that was Watson who are just a 40min drive from me! My oil wasn't delivered on the due date of Jan 21st,I email boilerjuice after spending more than 2hrs on hold. Live chat wasn't being responded to but I got an email reply saying the driver couldn't find my place and could I send directions. This I did and pressed the point that I live alone,am disabled and have no other form of heating,also that I'd ordered wks before to give more than enough time for delivery before the forecast cold spell came. -6c at mine,no heating and cannot move round much to get warmed up. Explicit directions sent via Boilerjuice to Watson. Email rcvd from boilerjuice saying the oils scheduled for delivery next day 22nd. No oil,driver went over his hrs but it will be next day. No oil so I email again after trying to call and a further 2.5hrs on hold,the oil wouldn't be coming on a weekend because Watson's don't work weekends! So glad the drivers nice and cozy! The oil will b Monday, no oil,driver who had previously apparently asked directions at properties right next to mine yet these next door neighbours didn't know where I was. Having lived here for 20+yrs with a neighbour on one side that I've known for over 40yrs when our husbands worked together and we lived next door to each other, suddenly doesn't know that I'm in the middle of a row of three attached bungalows??? Still the oil will be delivered tomorrow, nope,nothing! I email boilerjuice sometimes three times daily and get the same sorry your oil didn't come but it will b out tomorrow, tomorrow and tomorrow,yet it never arrived. I spoke to someone called Hannah from boilerjuice who,I think trying to be helpful told me to go to a garage and buy a barrel of oil and tip it into my tank,just to keep me going. Great advice for a woman in a wheelchair who has a new bunded tank that,even if I could stand is far taller than me,all facts I had repeatedly made boilerjuice aware of. The final excuse which came on Monday just gone,the driver abandoned delivery because he couldn't get the tanker in,I should have told them that the driver was unable to drive his vehicle so he'd need to bring a 4wheel tanker which Watson's don't have available to boilerjuice! Then another email from boilerjuice saying the oil wi be out on Feb 3rd, didn't arrive. I've emailed Watson's four times and had no response,only when I email for the fourth time and let them know that all emails between myself and boilerjuice and myself and them are forwarded to the ombudsman and that I'm aware of the damage this company has done to boilerjuice so had them out an exclusion order against Watson whilst advising boilerjuice I was never again ordering through them,do I get a reply. The reply says the driver tried to deliver on Jan 22nd not 21st as per boilerjuices email excuse to me,couldn't fit the tanker in the drive way to a 50+ car park so had to leave without delivery. Yet boilerjuice had not given that reason,they'd said the driver couldn't find it and then the size of tanker became the excuse for the non delivery on feb3rd. The drivers made a real meal of a simple request for oil. There's 11 properties here with all but one having a tank accessed from the car park,in the 20+yrs I've lived here nobody ever had to ask for a smaller tanker and all our oil,which is twice per yr per property comes in a big standard big tanker. A neighbour has a six berth yacht and it comes in annually for a clean up ready for the sea again,my new SUV came on a car transporter, tight squeeze but all hgv drivers are great at manoeuvring their vehicles and this isn't that narrow access. So whose lying, Watson's or boilerjuice. Watson's gave one excuse and only one response which is why I was going to boilerjuice through whom I ordered the oil. I entered stage one hypothermia and a neighbour made them both aware but still no oil and every day from the start of Jan all I get is the oils scheduled for delivery today. When it does finally come,more than a month late the stupid driver makes a mountain out of delivering it oh,and he arrives in a standard sized tanker!!! Well I never, yet another lie as that proved it fits just fine! Don't use boilerjuice,I will never ever use them again,read some independent reviews about how the prices get hiked up and then reduced to make it look like your getting a good deal! After yrs of using boilerjuice I won't ever touch them again after what I've suffered this past month. They have no shame,no conscience, and rarely answer a phone! Let's not jump on the covid excuse bandwagon either. Disgraceful behaviour from a co I trusted,I could have died so easily!”

Helpful Report

“Utterly appalling service from a previously-good company. Paid for 1200l oil three weeks ago to be delivered last Friday. No oil. Then told it would be Monday. Still, NO OIL. It is now Tuesday afternoon and we have been pressing hard for an explanation - can't get anyone to call us back - no communication. Utterly DIRE service. We have had to buy two lots of emergency oil at great expense. Will not be using again. Avoid BoilerJuice.”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your feedback, although we really are very sorry to hear of the difficulty you have experienced with your delivery. Having looked at your order we can see that our Customer Service Team have been in touch with you directly to look to resolve your dissatisfaction so we do hope that this is now the case. Once again, we sincerely apologise for any inconvenience & upset caused by this. If we can help any further, please do contact us. Kind Regards Customer Services

“purchased paid and money taken from account no delivery 3000 litres in total been on hold for over 7 hours in total still unable to speak to anyone emailed and left message on live chat and still nothing now reporting to police for internet fraud as they have taken money and no product used to be a good company i would now avoid and use someone else zero customer service”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, although we are sorry to see you have left us a 1 star rating. We do appreciate any feedback as it allows us to assist with any issues. We can see that you placed a standard 10 working day delivery order for expected delivery on or before 28th January, meaning that your delivery can be made any one of those 10 working days between the order being placed & the expected latest date for delivery. The Supplier provides a more competitive price for the standard delivery option as they can deliver when they are in your postcode area, so this will be the reason that your order arrived on 28th January. We can only apologise if this was not the service you were looking for, and again thank you for your feedback. If we can assist you any further, please do contact us. Kind Regards Customer Services

“Oil not delivered by due date , customer services do not answer phones or emails - money taken but have no idea when oil will be delivered DO NOT USE. Have been a regular customer for over 7 years but no more! Interestingly I note today that they are quoting twice what is easily achievable elsewhere so obviously not looking for new orders?! GO DIRECT to suppliers”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, although we are very sorry to hear there was a delay to your delivery being made. If you would like to provide us with some further information such as your surname/postcode or order number we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our sincere apologies for any inconvenience caused. Kind Regards Customer Services

“Driver was joint and did not want to drive around bend to tank. He then made excuse that the tank needed replacing. BoilerJuice will not refund full amount - they say they will keep £250 as they tried to deliver. They offer service for tanks that need remains. Another company says the tank is fine and it is now full. Should I pursue via small claims court?”

Helpful Report

Good Afternoon, Thank you for taking the time to leave us your feedback, although we are sorry to hear you were unhappy with your recent supplier. The supplier advised that your tank was, unfortunately, cracked and therefor unsafe to deliver the fuel into. We understand the inconvenience this can cause, however the drivers have a duty to ensure the tank is safe to take the delivery. We can also confirm that all funds from your BoilerJuice Tank Account have now been returned to your payment card,. Once again, we apologise for any inconvenience caused. Kind Regards Customer Services

“I would say 4 out of 5 times we have delivered kerosene for next day delivery or a specific day, it has never arrived. We then call and as usual long delays. I think they offer all this peace of mind but actually they can not deliver on any of it. Also, the automatic oil tank monitors are bad.. we ran out of oil and had to waited nearly 7 days in mid winter for them to send the oil. There was no email to warn us that we had dropped low or any form of notification. I think they are only good for cheap prices but I guess that’s what you get cheap service. We will be paying that bit extra and go direct from now on.”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, although we are very sorry to hear you are unhappy with the service you have received from us. If you would like to provide us with some further details on your order numbers we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our sincere apologies for any inconvenience caused. Kind Regards Customer Services

“£80.00 more expensive than our local supplier on 1000ltr”

Helpful Report

Good Afternoon, Thank you for contacting us, and for your comments regarding our prices on the website. Unfortunately, we can only quote the prices on the website which are provided by our network of suppliers. Please be assured where possible we keep our prices to a minimum. However, prices do fluctuate quite considerably from day to day and between locations. We are sorry that we could not provide you with a suitable price on this occasion but please do not hesitate to continue checking our current prices at www.boilerjuice.com. Kind Regards Customer Services

“DO NOT BUY FROM THIS APPALLING COMPANY THEY TAJE YOUR MONEY AND THEN DO NOT DELIVER OIL. THE6 MAJE EXCUSE AFTER EXCUSE THEN BLAME THE OIL COMPANIES FOR NOT DELIVERING OIL. IT IS NOT WORTH THE TINY SAVING YOU MAKE BUT DIRECT FROM THE OIL COMPANIES. DO NOT ANSWER PHONES EITHER”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, although we are very sorry to hear there was a delay to your delivery being made. If you would like to provide us with some further information such as your surname/postcode or order number we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our sincere apologies for any inconvenience caused. Kind Regards Customer Services

“Waited 14 days ,no notification of order arriving ,no answer from customer service. Might pay more from elsewhere but at least it turns up . Wont be using them again . In the meantime my oil gets lower,cant even get in touch to cancel to get elsewhere.”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, although we are very sorry to hear there was a delay to your delivery being made. If you would like to provide us with some further information such as your surname/postcode or order number we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our sincere apologies for any inconvenience caused. Kind Regards Customer Services

“No just leave me alone please. I've got enough problems on my plate without this.”

Helpful Report

“Paid for 1000 litres , had 860 litres delivered , drives wrote on delivery note, and said for us to contact the office for a refund. Contacted the office who have said we aren’t entitled to the refund as the driver said he delivered the full amount. Will even be providing them with cctv of the driver writing on the delivery note. Clearly untrustworthy staff, avoid at all costs”

Helpful Report

Good Afternoon, Thank you for leaving us your recent feedback. We are really sorry to hear of the difficulty you have had following your recent delivery. Please be assured that our Resolutions Team are in contact with the supplier regarding this and will fully investigate this on your behalf. A member of our Resolutions Team will be in touch with you directly regarding this. Once again, we sincerely apologise for any inconvenience caused by this but please be assured that we will be touch. Kind Regards Customer Services

“Very poor service. I left specific instructions to be contacted the day before delivery so access could be unlocked. This did not happen so delivery could not be made. I called and it took 30 minutes to get thru. After 24 hrs I received an email saying delivery would be made next day, it was not as At 4.45 I again received an email saying delivery would be made the next day. I have contacted Boilerjuice but they cannot tell me if I will get my delivery today. The operator I spoke to tried his best to help, which is why I have given them 1 star. Poor service I will not use Boilerjuice again.”

Helpful Report

Good Afternoon, Thank you for taking the time to leave us your feedback. We are very sorry to hear you did not receive the requested contact from the supplier before your delivery. This is noted clearly on your order which is forwarded to the suppliers. Our Supplier Management team will speak to the supplier to ensure this instruction is followed on future orders you may place with us. Customer Service is extremely important to us at BoilerJuice and we are sorry if you feel that your issue was not dealt with correctly. We can assure you that any feedback we receive from our customers is looked into and taken seriously. Only by listening to our customers can we improve their experience when using BoilerJuice. Having looked at your order, we can see that the supplier has now marked this as having been delivered. Please do let us know if this is not the case. On behalf of both the supplier and BoilerJuice, please accept our sincere apologies for the lack of service you feel you received on this occasion. Kind Regards Customer Services

“Very poor customer service. I have used boiler juice for many years now, with no problems. However on this occasion one of there tanker drivers said he could not get the tanker down my track, and I would need a 4 wheeler. I have had the standard and 4 wheeler tanker deliver for years now with no problem. Boiler juice want £35 failed delivery charge before they try delivery again, or £35 before they release my money I’ve paid for the oil. Surely this isn’t legal. Two days of promises to call me back and discuss the issue, but no call. I am now nearly out of oil and on furlough. Any suggestions.......”

Helpful Report

Good Afternoon, Thank you for your feedback, although we're sorry to hear you have been unhappy with the service you have received. Having looked at your account, we can see that a member of our Resolutions Team has been in touch regarding the issue you have reported, so we do hope this has now been resolved. We are sorry for the delay in responding to you regarding this, we are experiencing a high amount of customer contacts at present and our staff are working extremely hard to respond to all customers as quickly as possible. We can only apologise if this was not your experience of contacting us. We would also like to assure you that fees charged have been requested by the supplier and Boilerjuice in no way benefits financially from these. All fees paid are passed to the supplier in full. Once again, we sincerely apologise for any inconvenience caused & if we can help any further, please do contact us. Kind Regards Customer Services

“This company provides no customer service whatsoever. Despite taking my money I was let down time and time again with no support or response from Boilerjuice. I ended up dealing direct with their appointed supplier. Lesson learned - cut out the useless, money grabbing, middle-man.”

Helpful Report

Good Evening, Thank you for your feedback. We are really very sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that there was a delay with some deliveries, we really are sorry that your order was affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Customer Service is extremely important to us at BoilerJuice and we are sorry you feel that your issue was not dealt with correctly. We can assure you that any feedback we receive from our customers is looked into and taken seriously. Only by listening to our customers can we improve their experience when using BoilerJuice. Once again please accept our apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“I ordered some oil on the 4th December, planning ahead for Xmas. As of today, Dec 30th it hasn’t been delivered, despite promises via texts and calls. Be very wary of using this company.”

Helpful Report

Good Evening, Thank you for taking the time to leave us your feedback. We are really sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that there was a delay with some deliveries, we really are sorry that your order was affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Once again please accept our apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“1000 liters ordered on the 13/12/20 and delivery date given as the 30/12/20. Received a text and email on the morning of the 30/12/20 saying oil was out for delivery. Come 16:30 I contacted boiler juice as there was no delivery. No answers just an apology, no reason, just saying it was now tomorrow. If they knew that then why wasn't I informed, why did I have to chase them? This is the second time a delivery date has not been met!”

Helpful Report

Good Evening, Thank you very much for taking the time to leave us your feedback, although we're really sorry to hear you were unhappy with the service you received. Having looked at your order, we can see that, unfortunately, the supplier reported that the driver did not have enough product on board the first day your delivery was scheduled, which was the reason your delivery was not able to be made. The supplier then rescheduled your delivery for the following day. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Customer Service is extremely important to us at BoilerJuice and we are sorry if you feel that your issue was not dealt with correctly. We can assure you that any feedback we receive from our customers is looked into and taken seriously. Only by listening to our customers can we improve their experience when using BoilerJuice. Once again please accept our apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 53%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	3.1 out of 5
Returns & Refunds
Refunds Process	Difficult

BoilerJuice.com Reviews

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