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

“Monitor not working correctly, giving false readings. Unable to speak to anyone about the problem as nobody will answer the phone. Have wasted hours hanging on the line. Not impressed and intend to go elsewhere in future”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, we are really sorry to hear your Connected monitor is not working correctly. We would really like to look into this further but unfortunately have been unable to locate your account from the information provided. If you would like to provide us with your postcode or a previous 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

“Ordered oil online. Advised that oil was due to arrive on or before 25 Feb, emailed by Boilerjuice to say delivery would come on Wednesday. Did not arrive so tried to contact Boilerjuice but impossible .to get through. Tried the supplier but did not want to know and referred us back to Boilerjuice, Delivery promised for following Monday but still not arrived. Totally unsatisfactory, and when I asked for a refund said I would have to contact the supplier as it had nothing todo with them! Absolutely appalling service and still no joy”

Helpful Report

Good Afternoon, Thank you for 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 making contact with us to cancel your order. The supplier has confirmed that due to issues with driver illness and the volume of orders received 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 can see that you received several notifications that your delivery was due to be made which did not arrive, we absolutely understand the inconvenience this can cause so sincerely apologise for this. We are sorry to hear that you had difficulty in contacting our Customer Service Team. This is not the level of service we like to provide to our customers, and we do take Customer Service very seriously. We are experiencing very high levels of contact currently on the telephones and via email and we try our hardest to respond to all customers in a timely manner. We can only apologise if this was not your experience of contacting us. 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

“Having still received no promise of a delivery date, four days after the supposed last possible date, I went to check on local oil companies and saw that their prices for both standard and express delivery were actually lower than Boiler Juice’s!! So their claim to save their customers hundreds of pounds is a complete fraud!”

Helpful Report

Good Morning, Thank you for 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. With regard to your comments in relation to the current prices for heating oil as quoted on BoilerJuice.com by our participating suppliers, BoilerJuice is likened to many price comparison websites, and provides a platform for over 100 heating oil suppliers from across the UK to enter their prices to supply and distribute heating oil to the consumer. The suppliers log in and enter their own prices on the site, and the cheapest price for that delivery option is displayed to the customer. As there are multiple suppliers in all but a handful of the UK postcodes, the supplier has to compete for the business by entering their very best price, as they can only win the order if their price is the cheapest. The price a supplier quotes can be affected by many factors, including their buying-in price, their commitment to the oil refineries, their costs of distribution to that postcode district, as well as seasonal supply and demand. We hope this information is helpful, however if we can assist any further please do contact us. Kind Regards Customer Services

“I have used Boilerjuice for nearly 5 years but they have lost me as a customer now. You used to be able to call and speak to someone who would give you an update or chase the supplier. Not now! Oil is overdue. Ordered two weeks ago so not an urgent order in the systen. Difficult to find a contact telephone number. Silly chat option, with bog standard responses telling you to wait until the end of the day. When I did finally get through I was told it has to go to a team leader to check with the supplier! It’s a Saturday, so that’s no response until Monday now. The recording while you wait is all about how much they value customer care, well, I think they need to look at that Credo and do something about it if they really do.”

Helpful Report

Good Afternoon, Thank you very much for your feedback, although we are very sorry to hear you are unhappy with the service you have received from us recently. We are sorry 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. We are experiencing a period of sustained demand at present and are working very hard to respond to all customers in a timely manner. We can only send our sincere apologies if this was not your experience of contacting us, but we thank you for your feedback so we can look to improve this moving forwards. You are welcome to contact us by telephone on 01480 775454 but please be aware our telephone lines are often extremely busy. Our telephone & chat lines are available 8am-5:30pm Mon - Fri and 9am-1pm Saturdays & Bank Holidays. We hope this information is helpful and we once again thank you for your valuable feedback. If we can help any further, please do contact us. Kind Regards Customer Services

“A smoke screen. Order due today but the web site states they are still waiting to hear from the supplier. The are the supplier when they sell you oil with all the promises but when it goes wrong they go quite and pass the title of supplier to the company who actually deliver the oil. I must stopping using these clowns.”

Helpful Report

Good Morning, Thank you very much for 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 sincere apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“Terrible service take your money and do not deliver now days passed delivery date no one answers the help line and Watsons Fuel who are the suppliers are not much better They answer the phones but can't help you Do not use this company Trading standards will be alerted to their business practice's”

Helpful Report

Good Evening, We are really sorry to hear your delivery was not completed within the time specified by the supplier, leading to the subsequent cancellation of your order. The supplier has confirmed that due to issues with driver illness and the volume of orders received 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 are sorry to hear that you had difficulty in contacting our Customer Service Team. This is not the level of service we like to provide to our customers and we do take Customer Service very seriously. We are experiencing very high levels of contact currently on the telephones and via email and we try our hardest to respond to all customers in a timely manner. We can only apologise if this was not your experience of contacting us. 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

“Our oil was not delivered by the stated last delivery date, and when I phoned I was first told casually not to worry, that it would be delivered the following day and I would get a confirmation email. I received no such email, nor was the oil delivered, so I phoned again and before I got through to anyone was cut off after nineteen minutes of hanging on the phone listening to them extolling their wonderful customer service; then I phoned yet again and was cut off after thirty-six minutes, presumably because their office was about to close. I then went to the website, which told me that if my oil had not been delivered by the date promised, I should phone their customer service line!!”

Helpful Report

Good Morning, Thank you for your feedback. We are really sorry to hear your delivery has not been completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that due to issues with driver illness and the volume of orders received there is a delay with some deliveries, we really are sorry that your order is 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. Please be assured that we are aware of your situation & our team are working extremely hard with the suppliers to obtain delivery dates for all affected customers. We are really sorry you have had difficulty in contacting us. We are in a period of sustained demand currently and are very sorry for the impact this has on our customers trying to contact us. 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

“Boiler Juice failed to deliver my oil. After four days of chasing, it became clear they couldn't give me an alternative date. I asked for a refund and they only made a partial payment. There was no notice they would make charges and they won't tell me what the charges are for. I am out of pocket. Be very careful.”

Helpful Report

Good Morning, Thank you very much for providing us with your feedback. We are sorry to hear of the delay to your delivery being made and the subsequent cancellation of your order. We can confirm that all fees paid have been returned to your payment card, these should show on your account within a few working days. Should you have any further questions, please do contact us. Kind Regards Customer Services

“Boiler juice failed to deliver my order. I had to chase to find out what was going on. They cancelled the order but made mysterious charges on my card. They are refusing to refund them and refuse to tell me their business address. Has anyone else had anything similar?”

Helpful Report

Good Morning, Thank you very much for providing us with your feedback. We are sorry to hear of the delay to your delivery being bade and the subsequent cancellation of your order. We can confirm that all fees paid have been returned to your payment card, these should show on your account within a few working days. Should you have any further questions, please do contact us. Kind Regards Customer Services

“Good until something goes wrong. I have never experienced such terrible customer service, paid a premium for a set delivery date. Nothing arrived, so chased a customer service team that where powerless to influence anything, couldn’t tell you anything. Absolutely shocking service. GO direct with suppliers who deliver the oil and not the middle man.”

Helpful Report

Good Morning, Thank you for 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 due to issues with vehicle breakdowns and the volume of orders received 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 sincere apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“fuel not delivered on time. website "chat", after waiting online 10 minutes to get at head of queue, had 1 question asking for my details, I gave straightaway, then nothing. Then Gaby left the chat. Utterly rubbish service Called them instead, on hold now for 10+ minutes. Still nothing.”

Helpful Report

Good Morning, Thank you for 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 due to issues with driver illness and the volume of orders received 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. We are very sorry to hear that you have had difficulty in contacting us. 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. We are experiencing an extremely high volume of customer contacts at present and are working very hard to respond to all customers in a timely manner. We can only send our sincere apologies if this was not your experience of contacting us, but we thank you for your feedback so we can look to improve this moving forwards. 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 placed an order on February 5th but the order has not been confirmed and yet money has been taken from my account. I have tried many times to contact customer services but no-one is answering either emails of phone calls. Not good!!”

Helpful Report

Good Morning, Thank you very much for taking the time to leave us your feedback; we are very sorry to hear of the difficulty you have had in contacting us regarding your order. Having looked at your account we can see that a member of our Connected Team has now been in touch so we do hope your query has been dealt with. We are experiencing an extremely high volume of customer contacts at present and are working very hard to respond to all customers in a timely manner. We can only send our sincere apologies if this was not your experience of contacting us, but we thank you for your feedback so we can look to improve this moving forwards. Once again, we sincerely apologise for any inconvenience caused & if we can help any further, please do contact us. Kind Regards Customer Services

“We were members of their connected scheme which monitors oil and promises that you will never run out, we did. No heating or hot water for 3 days in the coldest week of the year. They finally delivered oil, unfortunately contaminated, the result the boiler fired up blew out black Smoke and filled the house with CO - luckily the CO alarm flagged this and we shut down the boiler, otherwise things could have been a lot more serious. Booked an engineer who cleaned everything up, by then the contamination had settled to the bottom of the tank (red diesel evident by colouration on the nozzle). Up and running again now but now need to have tank cleaned. There response to this - they had spoken to the oil delivery supplier who assured them contamination could not happen - unfortunately yes it can and I sent them the evidence, they just ignored this. You simply cannot get hold of their customer service, phone call goes into a queue and after 30 minutes just cancels. You can ask for a callback, they don’t call you back. Only way I could reach them was to phone the sales line and every time they apologised, promised someone from management would call back, they never did. Absolutely no care for clients, faceless inept company. Do not go near, you have been warned....”

Helpful Report

Good Morning, Thank you very much for taking the time to leave us your feedback, although we are really sorry to hear you are unhappy with the service you have received. We can see from your account that you are in touch with a member of our Connected Team so we do hope your concerns are being fully addressed, however if there anything further we can help you with please do let us know. Once again, we sincerely apologise for any inconvenience caused. Kind Regards Customer Services

“Terrible experience with BoilerJuice, when it mattered the most. First, after subscribing to the connected service, it took them over two months to install the monitor. When they finally did, its wrong reading costed me and my family several days of no heating or hot water in the heart of winter. Based on their monitor reading showing I still had 150 litres of oil, so I made a standard delivery order, but less than 24 hours later we ran out of oil. I tried to contact them to change the delivery time, but was left on the phone for hours at a time with no avail. Their return-the-call service never materialised and when I finally got hold of them after 3 days, they never accepted any responsibility and offered an emergency delivery for a stupid price, almost double of the market price! They let us down at a the worst time of the year! The reliability they pride themselves on so emphatically in their commercials is all a hoax. No empathy, no responsibility, no common sense, just sheer corporate greed and opportunism. It goes without saying I had to cut all ties with this terrible company and cancelled everything!”

Helpful Report

Good Morning, Thank you very much for taking the time to leave us your feedback, although we are really sorry to hear you are unhappy with the service you have received. We can see that you have spoken with a member of our Connected Team regarding this, however if there anything further we can help you with please do let us know. Once again, we apologise for any inconvenience caused. Kind Regards Customer Services

“NEVER USE BJ. Dreadful service. We ordered oil and the initial delivery turned up but the driver claimed he could not get access. We called BJ to reschedule but they took no responsibility and said it was up to the delivery company. The delivery company would not speak to us because we ordered through BJ. We told BJ that our contract was with them but they couldn't care less. After a week of chasing BJ and getting nowhere we finally canceled and ordered direct through a local company who delivered the next day AT THE SAME PRICE BJ had quoted us.”

Helpful Report

Good Afternoon, We are really sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent cancellation of your order. The supplier has confirmed that due to issues with driver illness and the volume of orders received 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 are sorry to hear that you had difficulty in contacting our Customer Service Team. This is not the level of service we like to provide to our customers and we do take Customer Service very seriously. We are experiencing very high levels of contact currently on the telephones and via email and we try our hardest to respond to all customers in a timely manner. We can only apologise if this was not your experience of contacting us. 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

“Dont bother with this mob! My oil was a week late even though I received text to tell me it was coming but it never did! twice this happened and had to keep chasing them. For the pennies you save there not worth it. Absolutely useless!”

Helpful Report

Good Afternoon, Thank you for 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 due to issues with driver illness and the volume of orders received 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

“So far they do not answer your calls, do not return your calls, when requested and do not respond to emails. So is there a problem?”

Helpful Report

Good Afternoon, Thank you for your recent feedback. We are very sorry to hear that you have had difficulty in contacting us. 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. We are experiencing an extremely high volume of customer contacts at present and are working very hard to respond to all customers in a timely manner. We can only send our sincere apologies if this was not your experience of contacting us, but we thank you for your feedback so we can look to improve this moving forwards. If we can assist you any further, please do contact us. Kind Regards Customer Services

“I wonder if BJ are in financial difficulty as I ordered and paid for oil on 25 January specifically for delivery on or before 8 February. Now on 14 February, still no delivery despite daily calls into BJ to be told each time "it will be delivered tomorrow". The aggregator model is a good idea BUT only if the aggregator model can actually deliver. So we have turned off our heating to protect the hot water. But they still have my money and I do not have my oil. Looks good on paper but never again.”

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

“We ordered some heating oil to be delivered on or by the 12th of February. As we were low on oil I chased on the 11th of February to ensure the oil delivery would come. On the 12th I received a call from Watson Fuels telling me they were at my house ready to deliver the oil. The problem is they went to my old address. I have absolutely no idea how this happened as I updated my addresses on my boilerjuice account and the new details were even on the drivers order sheet. I accept mistakes happen but how boiler juice deal with issues really should make you sit up and take notice. I immediately contacted boilerjuice informing them we needed the oil delivering the same day as we are running very low and this is their mistake not mine. I Heard nothing back, I chased by phone 2 more times and was told someone from 'the resolutions team' will call me back..... I chased again at 4:30 pm knowing full well that this department go home at 5:30 and I hadn't received a call..... Guess what, no one called me. Onto today (Saturday) I got straight onto boilerjuice and after yet another long wait I got through to someone. I was told there was nothing they could do because the resolutions team were closed. I explained I had a young child and would shortly have to turn off the heating I therefore need an answer as to when the oils being delivered so if necessary I can arrange another delivery through a different supplier. The customer service adviser refused to provide this and when I said I would stay on the line until he gave me an answer he hung up. Before this he did promise 100% that I would receive a call from his manager..... Guess what his manager didn't call. I tried calling back and each time the same individual hung up on me (its important to emphasise I was not rude and I was polite as I did not want to give the customer service agent an excuse to hang up on me). My other half called up and he didn't hang up on her until he realised she was calling in regard to there same order. It is my opinion that based on the number of times we called and the fact we always got through to the same person that boilerjuice customer services appear to have one member of staff working on the phones today. YES ONE! I still have no idea if and when I will get oil so have had to bite the bullet and get an emergency delivery with another supplier. This isn't my first bad experience with boilerjuice and I previously gave them the benefit of the doubt. This will certainly be my last dealing with them. Based on my experiences I would recommend calling a local supplier dealing direct. They will usually match boiler juices prices too. Boilerjuice is ok until there's a problem, at which point it goes downhill fast and you will be left with no oil and no one to sort it! Avoid.”

Helpful Report

“Oil didn't arrive, spent 1.5 hours in call waiting for customer services (over 3 calls as cuts you off after 30mins). Similar wait for the live support on the website. As a result have run out of oil when its -5. No solution, apology etc. Terrible service.”

Helpful Report

Good Morning, We are really sorry to hear your delivery was not completed within the time specified by the supplier, leading to the subsequent cancellation of your order. The supplier has confirmed that due to issues with driver illness and the volume of orders received 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 are sorry to hear that you had difficulty in contacting our Customer Service Team. This is not the level of service we like to provide to our customers and we do take Customer Service very seriously. We are experiencing very high levels of contact currently on the telephones and via email and we try our hardest to respond to all customers in a timely manner. We can only apologise if this was not your experience of contacting us. 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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