BoilerJuice.com Reviews

Name: BoilerJuice.com
Address: LDH House, St Ives Business Park, Parsons Green, St Ives,, Cambridgeshire, Cambridgeshire
Rating: 3.32

3.3 Rating 1,002 Reviews

58 %

of reviewers recommend BoilerJuice.com

Company Reviews

Metrics

Info

3.3

Based on 1,002 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 54%
Accurate And Undamaged Orders	99%
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

About BoilerJuice.com:

From the UK's First Heating Oil Price Comparison Service to the UK's Number 1 Heating Oil Marketplace
Founded in 2004, BoilerJuice was created by a group of friends who wanted to make ordering heating oil easier, cheaper and more convenient.

Over the past 16 years we've grown in size, but our core aim has stayed the same: To help you find the best heating oil price in your area, quickly and easily.

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Location:

LDH House, St Ives Business Park, Parsons Green, St Ives,,
Cambridgeshire
Cambridgeshire
PE27 4AA

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BoilerJuice.com 5 star review on 12th January 2022

Emma

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Still waiting fo r receipt o f delivery’s not left with delivery and not convinced I got 600 litres as not enough space in tank”

Helpful Report

“I have messaged boilerjuice twice now using the contact form on the boilerjuice website and I have had no reply. I have nearly £900 sat in the tank account that I want to closed and have the balance refunded. Why are you not responding??”

Helpful Report

“I requested that delivery time and date be confirmed in advance. This did not happen. The delivery tanker broke down in my drive and as a consequence three deliveries from builders merchants could not be delivered to site. I have called, I have emailed, I have been promised a call back but this has not happened. I am being ignored. Their mistake has cost time and money and they just don’t care.”

Helpful Report

“This is my 3rd day without oil. No hot water or heating. I’m on the connected service and not only has the latest delivery not turned up, the oil monitor provided by Boilerjuice says there is 40% oil in my tank. When you call boiler juice the call handlers are incapable of helping. Tankers usually turn up with no notice or they fail to turn up altogether. This business is a sorry excuse for an oil supplier. Irresponsible and incapable. AVOID.”

Helpful Report

“Had a delivery that was 5 days over due. They sent a text telling me to get in touch with them. When I do they said they have to cancel the order because the fuel company needs to use the baby tanker and only a baby tanker can be used for our property. Funny given we have had the mid sized 4 wheeler here before and even the larger one turn up and just run a hose down our steps to the yard. Rather than charge a bit extra and rearrange for the required tanker, the only option I was presented with was cancelling. We’re now very close to running out of fuel and faced with paying more than should be necessary for a smaller tanker than is needed with a new waiting time for the delivery in spite of already being notified 5 days late. We have guests visiting next week and face the real possibility that there will be no hot water for them to bathe / shower. Will be going direct to supplier from now on. Completely incompetent and unacceptable service.”

Helpful Report

“The last 2 orders I’ve made have both been late! The first of which was due to bad weather which I accept, my current order was due on 30/04/21 or before, the order didn't arrive and I was then told 4/5/21 .... the order still hasn’t arrived and now I’m without any central heating or hot water. Disappointed is an understatement!”

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, 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 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 and provide accurate delivery dates as soon as we can. We are really sorry if you had 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 sincere apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“Boilerjuice has dropped hugely in their service and customer care over the last few months. Had 2 delivery dates missed and all I’ve received are generic apology emails. I’m now a number of days over their last promised delivery date and tried to cancel the order......Boilerjuice were happy to oblige but wanted to retain their booking fee. Have they become to greedy at the expense of their customer service?”

Helpful Report

Good Afternoon, Thank you very much for your feedback. We are very sorry to hear that you have been unhappy with the service you have received. We have requested that a member of our Customer Service Team contact you directly regarding this. Once again, please accept our sincere apologies for any inconvenience caused. Kind Regards Customer Services

“I have ordered a week ago still no oil they said delivery Monday and now Thursday night have emailed 6 times sat on the phone for hours still no response .if nothing happens soon I will run out completely and then have a bill from the plumber for bleeding the system .”

Helpful Report

Good Afternoon, Thank you very much for 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 30th April, 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. Having looked at your order, we are sorry to see that you were notified of your delivery which did not arrive. The suppliers write their routes with the intention of making all deliveries however, unfortunately, at times the drivers do get held up which can then impact their routes for the day. The drivers would never intentionally miss a delivery as it is in their best interest to make all deliveries on their route. If your delivery has been scheduled but unsuccessful during your delivery window, the supplier will re route your delivery for the next available date, up to and including the latest date for delivery. We do understand that a 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, on behalf of the supplier & BoilerJuice we apologise for any inconvenience caused by this. Kind Regards Customer Services

“100 litres not delivered! Check your Tanks! Always like BoilerJuice personally - but beware, if you have an issue with an order, they will not rush to help. You have to chase them constantly calling and emailing to get the same robotic answers from the resolutions team. We had an order of 500litres, only 400litres arrived. Boiler Juice say No there was 500 litres delivered, which is strange because only 400litres arrived at my property.. regardless of how much is gone off the tanker. But BoilerJuice themselves are not interested. Shame really, I liked using them for the past few years.”

Helpful Report

Good Afternoon, Thank you very much for your feedback. We are sorry to hear you have not felt entirely happy with your recent delivery. Having looked at your account, we can see that this has been investigated by our Resolutions Team, along with the supplier. As our Resolutions Team have advised, the Proof of Delivery slip provided is a metered calibrated ticket that is unable to be tampered with. They are sealed units, sealed by Weights and Measures in accordance with HMRC Guidelines and are regularly inspected to ensure accuracy. Both the supplier & driver are unable to tamper with these to amend them in any way. Before a driver can begin to dispense oil from their tanker, a delivery ticket has to be inserted into the meter and the meter set to 0. Once the oil has been delivered, the meter stamps the total amount of litres delivered - meter finished --- litres and only then can the delivery ticket be taken from the meter. This system is checked on a regular basis by Trading Standards Officers who visit all depots and check the meters through their calibrated system to ensure the amount delivered by that vehicle is accurate. We hope this assures you that the amount delivered is correct as shown on the delivery tickets and once again apologise for any inconvenience caused. Kind Regards Customer Services

“An order was placed on 28.03.21, payment taken immediately, with a delivery on or before 14.04.21. Have chased several times with no information about when the oil will be delivered. Have received very good service in the past but have to agree with other comments, the deliveries are now unpredictable so unfortunately will not be using their services again. Would ask other people to be aware, is there something going on with boilerjuice that we are not aware of???”

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 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. Please be assured that when we were made aware of your situation, our team were working extremely hard behind the scenes with the suppliers to obtain delivery dates for any affected customers. 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

“Boiler juice use to be amazing but as they've got bigger and if you dont order big amounts of oil you seem to go to the bottom of the pile. My delivery has been delayed by two days but I only discovered this after I contacted them. A friend of mine order after I did and had his delivery four days ago I guess because he order more than I and he only lives five miles up the road!”

Helpful Report

Good Afternoon, Thank you very much for your feedback, although we are sorry to hear that you feel our service is not as good as you have been used to. Please be assured that our suppliers in no way prioritise deliveries based on the quantity that customers have ordered. It may well be that your friend's order was coming from an alternative supplier to yours. Without looking at both orders it's hard to say for definite, but this seems like the most likely explanation. Once again, we apologise for any inconvenience which may have been caused by the delay to your delivery being made. If we can help any further, please do contact us. We do hope you will consider ordering with us again in the future. Kind Regards Customer Services

“We have placed 6 orders with boilerjuice. 2 have been late and two have been short.”

Helpful Report

Good Afternoon, Thank you for taking the time to leave us your feedback. We are sorry to hear you have not been happy with all the deliveries you have received from our suppliers. Please be assured that any money from under deliveries is placed into your BoilerJuice Tank Account. Having looked at your account, we can see that the funds from your 2 under deliveries have been used as payment towards your next order placed. The funds will always be available for you to withdraw from the account back to your payment card at any time, or leave in the account to use against your next order, the choice is yours. If you are unsure how to withdraw your funds, please do contact us and we will be happy to help you with this. We hope this information is helpful, however if we can assist any further please do contact us. Kind Regards Customer Services

“I ordered my oil through Boilerjuice with a delivery date of over 3 weeks. As the last day for delivery neared I ‘tracked my order”. It assured me my order was OK and that it would be delivered on or before the date stated. On the last day the delivery was due I contacted Boilerjuice via their online chat to ensure that the delivery was arriving on that day as my oil was running low. The assistant checked with the oil company and said that it would be with me at the end of the following week - not that day as I had originally been told! I asked if she could see if they could deliver sooner and come back to me. She closed the chat. I went back on the chat a little later hoping that they had contacted the oil company. I spoke with another assistant who told me my contract was with the oil supplier not them, and she closed the chat. My heating, hot water and oven all run on oil. I had to switch the heating off to ensure the oil didn’t run out - which would have caused even more problems. It snowed the next day!! So...... Don’t believe the on or before date you are given for delivery Don’t bother to track your order - this isn’t updated. Don’t think the help chat will help - it wont. Communication - POOR, customer service - POOR, overall experience - POOR.”

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. As you are aware, the supplier let us know 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. We are sorry to hear that you were not happy with the service you received from us on our Live Chat service. This is not the experience that we look to offer our customers so we sincerely apologise for this. This feedback will be passed onto our Customer Services Manager to look into so we thank you for this valuable feedback as it allows us to improve our service 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

“Ordered and paid for fast delivery. 12 days later still no oil. I had txt to say it would be delivered but apparently "the driver ran out of working hours". The customer service is shocking and they just don't want to know. The fact we have a small child and no heating doesn't seem to hit home. Never again.”

Helpful Report

Good Afternoon, 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. We are very sorry to hear that you were not happy with the service that you received from our Customer Service Team. Please be assured that we work very hard with the suppliers to obtain information for our customers regarding their deliveries. As it is the suppliers who route and, ultimately, make the deliveries, we do rely on information coming from them to pass onto our customers. As we have said, this is something that we are working hard on with the suppliers to improve. 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

“I ordered and paid for 800 litres of oil on 14th March and received confirmation on the 15th March that my ordered would be delivered on or before 26th. By the 26th, the designated supplier had still not even scheduled in the delivery and now I am stuck. I've asked for the delivery to be rescheduled with another supplier as a matter of urgency (I have now run out of oil so no heating or hot water) but the only response I get from BoilerJuice is that they need to speak to the original supplier. I've asked for escalations so I get to speak to a manager..I am still waiting.”

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 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

“Don't use this company. Paid £30 extra for the heating oil to be delivered the next day, it arrived 2 days later. Contacted BoilerJuice for a refund of the express delivery charge. 10 working days and nothing. Going to report to Trading standards”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your feedback. We are sorry to hear that your delivery was not made in the expected delivery window you paid for. Please be assured that our Supply Team are looking into this with the supplier and will come back to you directly regarding this. Please accept our apologies for the delay in this being rectified for you. Once again, we sincerely apologise for any inconvenience caused by this. Kind Regards Customer Services

“My oil tank was part full when boiler juice arrived. It had capacity for 1125 litres to be put in. Boilerjuice charged me for 1225 litres. Riddle me this. How on earth did they fit it the extra 100 litres? Did they magically increase the capacity of my tank? I asked them about it and they got really shirty about it. Not using them again. Avoid.”

Helpful Report

Good Afternoon, Thank you for your feedback. We are sorry to hear you are were not entirely happy with your recent delivery. The Proof of Delivery ticket which we obtained from the supplier shows a printed, metered reading with 'start' and 'finish' amounts and also a printed confirmation of the total litres pumped from the tanker into your tank. These systems are checked on a regular basis by Trading Standards Officers who visit all depots and check the meters through their calibrated system to ensure the amount delivered by every vehicle is accurately recorded. We can assure you that no delivery driver would ever deliberately deliver oil to any place other than the customers tank which must be connected to a heating system. They are trained to ensure that spillages are kept to a bare minimum, if at all as this is a major environmental hazard. Had there been any oil spillage around your tank following delivery there would have been a strong smell from the fuel. Should you so wish, we are very happy to request the supplier contacts you directly to discuss this further should you remain dissatisfied. We ultimately want all our customers to be confident that they have received the order they have paid for. Once again, we sincerely apologise for any upset caused by this and if we can help any further, please do contact us. Kind Regards Customer Services

“Boiler Scam!!! Avoid avoid avoid.. Worst experience and customer service I have ever received. Oil should have been delivered on the Friday paid an additional £30 for a speedy delivery service as we were running especially low. Friday comes no oils arrives - no update from boiler juice advising the oil hasn’t arrived for what ever reason. We call them ourselves on the Saturday morning waiting on hold for half an hour.. finally get to speak to someone they give some rubbish excuse and say it will be with me first thing Monday. Monday arrives no oil and no up date from boiler juice again. I call wait on hold for 40 mins get cut off and have to re dial I’m them on hold a further 20min before speaking to an advisor I explain the situation and ask to speak to the manager. The Manager never called back... I get a call back from the bloke in customer service advising the oil will be with me tomorrow (Tuesday). I was out on Tuesday and had no way of checking if it had been delivered - it hadn’t. Wednesday I wait until around 10am to call them again and explain whats happen I asked to speak to a manager I get put on hold the manger isn’t available will call me back. You can see the pattern no phone call from manager .. Thursday Iv ran out of oil so no hot water or heating.. I called again waiting the usual 20 of mins. Speak to an adviser my oil will be delivered Friday and a manager will call me back agreed my experience has been terrible. Friday - oils now a week late. ( I paid £30 for speedy delivery.) No call from manager I call around lunch time and am advised my oil isn’t routed for today advised I’m out of oil so no hot water or heating it’s cold.. was told a manager will call me back as soon as possible and my oil should be delivered on the Saturday morning first thing as an urgent delivery. 5pm on the Friday evening I still haven’t heard anything or had a confirmation email to confirm my delivery’s arriving in the morning. I call wait the usual 20 mins .. they can’t confirm it will definitely be there in the morning the manager is going to call me back at half past five when the phone lines are down as they are really busy. ( most probably with complaints) 5.35 comes no call but I have a email come through confirming my delivery for Monday which was never mentioned on the phone so I have been left over the weekend with no hot water heating and no explication. After a horrendous weekend, the oil eventually turns up on the Monday 10days late. I call and ask for an immediate call back from management or I’m happy to hold. I eventually received a call back Tuesday evening at 6.30pm. I tell her how how horrendous my hole experience has been, advised they don’t have any customer service no ones kept me in the loop no ones even attempted to return my £30 additional I paid for a speedy delivery. Let alone the cost of having to call out a plumber to bleed the oil through as it had ran that dry or the additional electricity spent due to needing heaters, or the hours I have wasted on hold and on the phone. If they couldn’t have offer the service they had advised I would have never gone with them. She honestly was annoyed at me for slating the company and advised I will receive the refund within 5 working days. This was the 2nd of March in true boiler juice style I haven’t received my refund.. 20th March. I believed they offer these amazing services and when they are late the are profiteering from the the poor customers never getting there money back it is disgusting. WHERES MY MONEY!!!!”

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. We completely appreciate your frustration 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. A price reduction has been approved by the supplier due to the delay to your delivery being made. A refund has been processed today back to your payment card for the difference between the price you paid, and the Standard delivery cost at the time you placed your order. Please allow a few working days for these funds to show in your bank account. 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

“I have had nothing but problems! you cannot get hold of them. The telephone contact number leaves you on hold for 20 mins then says sorry we're busy, try later and cuts you off. On the two occasions I have got through, to cancel my membership they say someone will call me back - they don't. You email them and get a reply saying they may take 5 days to reply - and then they don't! The people I speak to are nice but they are clearly so overstretched they cannot look after their clients properly. The one delivery I had from them was late due to the weather. Overall I would give less than one star. I am hoping someone from customer service will call me soon so I do not have to keep trying and then write further reviews. Take my advice - avoid.”

Helpful Report

Good Afternoon, 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 our Team. Having looked at your account, we can see that a member of staff has been in touch with you directly so we do hope this is now in hand for you. Once again, we sincerely apologise for the inconvenience caused and if we can help you any further please do contact us. Kind Regards Customer Services

“I can only repeat what has been said before. Money taken, delivery promised, but still no oil. Same old blah blah blah when you contact them, but still no oil. This is my last order through Boiler juice, will go direct to supplier from now on.”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your feedback. We are very sorry to hear you have not been satisfied with the service you have received. Having looked at your order we can see that, unfortunately, the suppliers vehicle was too large to make your delivery and so advised that a smaller tanker was required. As you are aware, the supplier did not have suitable sized tanker so the order was required to be cancelled and replaced selecting a 4 wheeler vehicle. Once again, we do apologise for the inconvenience caused by this and do understand the difficulty this can cause. If we can help any further, please do contact us. Kind Regards Customer Services

BoilerJuice.com is rated 3.3 based on 1,002 reviews