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.

Visit Website

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

“Joined connected and then had too cancel 5 months later due too moving asked for a refund 4 weeks ago I was told it would be in my bank 3-5 working days, no refunds made and now being ignored when making contact..steer clear”

Helpful Report

“Have been trying to get hold of Boiler Juice for five weeks now. All I've had is two requests to top up account to enable an order to be placed. This has been done but still no order confirmation. Tank now down to 25% capacity, unable to get anyone at Boiler Juice to respond! No customer service at all, on-line chat returns an error message, emails ignored and no one picks up the phone. not impressed!”

Helpful Report

“Oh dear, I joined Boiler Juice connected program as I thought their price promise and their ability to monitor your oil using a telemetry system was a great idea. The reasonable admin fee to remove me from checking the oil and getting the best price seemed a no brainer. The reality was nothing like expected. They claim to check oil prices daily to give you the cheapest quote. What they don't tell you is that they only check with the oil suppliers they use. They are considerably dearer than the cheapest like for like quote that I could find on multiple occasions, some days as much as 30p per litre more expensive. There is no financial benefit in being with Boiler Juice so unless you have more money than sense steer clear.”

Helpful Report

“Wow, on the 16th February this great company BoilerJuice accepted my order of 500 ltrs of oil for £333 from Certas Oil Company. On the 17th March my order was cancelled after hours on the phone/texts/online chats with both companies (like lots of furious customers I have heard of with the different excuses these companies give). The long and short of it is that although my order was accepted and paid for at that going price, I can now only re-order which will now cost around £750. BUT I AM SO PLEASED TO SAY THEY HAVE COMPENSATED ME WITH A £1.00 VOUCHER FOR MY UPSET AND INCONVENIENCE, MY HUSBAND BEING 83 Yrs, ON BLOOD THINNERS AND SEVERAL MEDICAL CONCERNS. OH NO, FORGOT TO SAY THEY HAD ALREADY CHARGED ME WITH A £5.00 ADMIN FEE EVEN HAVING NO SALE. 😡😡😡”

Helpful Report

Dear Customer, We are sincerely sorry that your order was cancelled and understand the frustrations you've shared in your review. We apologise that the response to your inquiry was longer than usual. Due to an increase in customer enquiries, response times have been impacted. We have been asking our customers to contact us by our online form instead of Live Chat or the phone lines, as this allows our team to work through and help more customers, more effectively. From the notes on your account, the cancellation of your order was due to the supplier stating that your tank was unsafe due to a crack. We appreciate how frustrating the cancellation of your order must have been for you and your husband however, due to a risk of an oil spillage, the supplier had to cancel your delivery. Once again we apologise for any inconvenience or concern this may have caused you and your husband.

“You don’t even deserve 1 star for what you did to Christine Dryden and her 83 year old husband. Disgusting.”

Helpful Report

Dear Laura, We are sorry to see that you have given us a 1-star rating. We understand your concern regarding Mrs Christine Dryden and her husband, and we are truly sorry for their experience. However, due to the supplier stating that their tank was unsafe because of a crack, they could not continue with the delivery. The supplier's safety regulations are important as they reduce the risk of oil spillages. We once again, apologise for any inconvenience we have caused Mrs Christine Dryden and her husband.

“Awful service, not had delivery when due. Received email saying it would be delivered, took day off work, still no delivery! They took my money weeks ago. They will not answer phone calls, live chat says try later and website won't let you order. This company should not be allowed to trade, WARNING NOT USE BOILER JUICE Many thanks Shane Pletts”

Helpful Report

Dear Shane, We apologise that your delivery did not arrive in the expected timeframe. There is a range of factors that are currently impacting the heating oil industry, these have led to some delays in deliveries. We are working with our suppliers to manage these factors as best as possible. Our customer service team is experiencing a high volume of customer enquiries, resulting in longer response times. We are asking all customers to use our online forms rather than use the Live Chat or phone lines; this allows our team to work through and help more customers, more effectively. Once again, we are sincerely sorry for any inconvenience this has caused you and thank you for providing feedback.

“After using boiler juice for around 5 years with no issues our last delivery was chaotic. We did finally get delivery but communication with boiler juice was next to useless. This was a few weeks ago before the present oil issues. We are still waiting for response to our logged complaint!! Not sure what has happened to this company but things don’t look good. Disappointed at lousy communication will deal with oil suppliers directly.”

Helpful Report

Dear Roger, We apologise that the communication regarding your delivery was not satisfactory. Our customer service team have seen an increase in customer enquiries; this has impacted the responses times. We can reassure you that a team member will be in touch to assist you with your enquiry as quickly as possible. We are working closely with our suppliers to manage the factors affecting the heating oil industry which will help us improve customer experiences in the future. Once again, we are sincerely sorry for your experience and any inconvenience this has caused you.

“I took out a connected tank subscription and 2 months after the monitor was installed on the 18th of Feb my heating oil ran out, I had a fuel delivery in December and in January, i suspect that they are short delivering as I did not received a tanker receipt for either delivery and in two months I appear to have consumed almost my entire years fuel usage. So i order more fuel on the 1St of March as this was the first availability that the website would allow me to order, I waited until until the 15th of March for my delivery and when i chased the supplier identified on the order they cancelled it with Boiler Juice. I have now had no central heating for over a month, no response from Boiler juice, to add insult to injury Boiler juice didn't refund my money, they simply placed in the tank account, i have requested the money back and my tank account now shows a zero balance and I haven't received my funds, I am currently unable to order any fuel until the funds are returned, I will never use or recommend Boiler Juice again. The most appalling customer service I've ever experienced”

Helpful Report

Dear Customer, We sincerely apologise that your heating oil order was cancelled and we understand your frustration. There have been a number of factors impacting the heating oil industry over the last few months, which has unfortunately led to some cancellations. We can reassure you that BoilerJuice will refund your money back for your order. A customer service agent is no longer needed to complete refunds. If you would like to process your refund, log into your Connected account, there is a refund button available to release any funds back from your tank account into your bank account. We sincerely apologise for the inconvenience this has caused and thank you for taking the time to provide feedback.

“Ordered three weeks ago, then they cancelled my order 5 days after it was supposed to be delivered. Leaving me having to pay heavily inflated prices. Then to top it off only partially refunded my money. Disgusting company, will never use again”

Helpful Report

“Connected account order cancelled (what use is it if you can't use it when you need it...) so ordered 160 litres of their "Kero packs" for quick delivery of over priced oil, you know, so I could keep the heating on until I could get a proper delivery sorted... Anyway, no order, not even an email acknowledging the £296 I'd paid for the oil and now no communication whatsoever. To make things worse, when you fruitlessly send them an email, they tell you to refrain from sending another as it may slow your response time, yet they've got the time to answer on here (generically) the time to update their site, and they have everyone heres money that since its not being used for oil... a couple of extra customer service reps are pretty cheap! Clearly they have no plan for when the market fluctuates other than price gouging customers. I'm now using electric heaters to inadequately heat a 130 year old farm building that also has no hot water until the new, local supplier can deliver this Monday. Absolutely unacceptable. Where is my oil or where is my option for a refund? You can't keep both boiler juice and please save yourself the time of a generic response to this review and instead put that time in to getting me one or the other.”

Helpful Report

Dear Customer, We are sincerely sorry that your order has been cancelled. As the customer service team have seen an increase in enquiries, which has resulted in response times being longer than usual. For this reason, our review sites are currently being monitored by other departments to support the customer service team, this is so they can focus solely on responding to customer enquiries. We are sorry to hear that an agent is yet to be in touch, but we can reassure you that they are working as quickly as they can and will be in touch. We understand the frustrations around refunds, and we have recently improved the process. Once the cancellation is processed, the funds will automatically be transferred into your tank account. This amount can either be used towards another order, or it can be refunded back into your bank account. Our most recent improvements now make it possible for Connected customers to refund funds back into their bank account online, rather than needing a customer service agent to process this. We thank you for taking the time to write this review as your feedback will help us improve customer experiences in the future.

“Money has been taken and no delivery received. No contact is possible and i am completely left in the dark and almost £1000 out of pocket with no fuel . Appalling customer services never seen anything like it.”

Helpful Report

Dear Customer, We sincerely apologise that your order has not been delivered in the requested timeframe. Our customer service team are experiencing a high volume of enquiries which has resulted in longer response times. We are asking all customers to use our online forms to contact, this helps the teamwork more efficiently and reduce response times. We understand your frustrations and we are sorry to hear that there has not been communication regarding your delivery. The team are working as quickly as they can to respond to all customer enquiries, and we can reassure you that a customer service agent will be in touch to provide an update on your order.

“Like many others posting on here, I ordered in the last week of February when it was obvious prices were on the rise. BoilerJuice were happy to take my £800 and promised to deliver by March 11th. On March 14th, when no delivery had arrived, I chased them up, only to receive a notice shortly afterwards that "the supplier has cancelled your order". This, in my opinion, is a blatant lie. No supplier ever confirmed to me that there was an order in place. What's happened here is that BoilerJuice held off ordering with any supplier in the hope that the price would drop again, and when it didn't, they themselves chose to cancel my order rather than pay the supplier the higher price. This is breach of contract, pure and simple, and although they try to hide behind their T&C's, I believe they are liable. I am currently issuing a writ in the County Court for compensation for the fact that because they failed to fulfill their part of our contract, I now have to go back out to the market and pay nearly twice as much for my oil. The essence of contract law is that in the case of a breach, the offended party has to be "put back in the position they were in prior to the contract taking place". Since I am now about £700 poorer as a result of BoilerJuice failing to honour their commitment, this is the amount I will be suing them for, plus my legal costs. I am very confident I have a case, having been involved in commercial litigation a number of times in my business career. I advise anyone in the same position as me to adopt a similar approach. As a final insult, BoilerJuice refunded my payment today - minus their £5 booking fee! Utterly, utterly outrageous!”

Helpful Report

“Here's the plan, we get you to pay us some money every month, then when you want to actually use the service tell us that we can't as there is no local supplier. And as I am sat awaiting the local Oilfast truck to finish his filling up of the neighbours property.....they must be using a different heating oil of course. So ordered a couple of hundred litres in kero-boxes. Which are marvellous, they are sat next to my galleon in Tahiti with my winged monkeys and a Unicorn called Derico. Oh no, they actually aren't, in fact I am putting out a reward of a golden doubloon if anyone can say where they are.....as BJ can't be bothered to reply to emails or even let me know when or not they will arrive. Thanks BJ hope you have a lovely time with my tank account and the money for the boxes.”

Helpful Report

Dear Jim, We understand your frustrations shared in your review and apologise that there was limited pricing on the website for your local area. Unfortunately with an increase in demand and a range of factors affecting the oil industry, there are some areas where there is reduced availability for pricing on our website. We monitor availability daily, we are working with suppliers and customers to manage this challenge. We are sincerely sorry to see that your experience ordering Kerosene boxes was not satisfactory. We can see by the notes on your account that this order has now been cancelled and refunded back to your tank account. We have recently made some improvements to our refund process. Connected customers can now complete a refund via their account, rather than having a customer service agent process the refund. We hope this improvement will increase the speed of the refund process for our customers. We sincerely apologise for your experience, and we appreciate the time you've spent writing a review to provide us with feedback.

“Paid for oil on 1st March with delivery before the 15th. Oil was not delivered and on the 16th I received an email to say they've cancelled the order as they can no longer supply for the quoted price. I'm now left without oil, will have to pay out for an emergency delivery and will not be re-funded for 5 - 7 days. I no longer have faith that any future orders with Boiler Juice will be honored and will work directly with suppliers in the future. No telephone contact and live chat not active.”

Helpful Report

“BoilerJuice has many hundreds of ponds in my budget account. I made an order which is cancelled but I can’t get through to them despite repeated calls and other contacts. Phone and chat send you in fruitless circles. I have now requested full refund but have not heard a word. Has the company gone under? Have we lost our money? We shall soon have neither heating or cooking facilities, yet we have no communication whatsoever and no refund. Appalling customer service - advise to avoid paying them at present at all costs until they explain what’s going on.”

Helpful Report

Dear Customer, We apologise that your heating oil order has been cancelled, and we would like to reassure you that you will receive a refund. We are currently working on making the refund process simpler and quicker for customers as we understand that this is causing frustration. These improvements will be available in the next few days. A customer service agent will be in touch regarding your enquiry however, our response times are longer than usual. This is due to a range of factors affecting the heating oil market, which has increased the number of customer enquiries coming through to our agents. We appreciate the time that you've taken to write this review and provide feedback. We will use this to improve customer experiences in the future.

“Been trying to get hold of them for 4 weeks now to cancel my connect and get a refund and nothing sent emails, live chat constantly off and no answer to calls, absolutely worst company I have ever been with would give them no stars if possible, just don't no waht to do next”

Helpful Report

Dear Sarah, We are sincerely sorry that your order has been cancelled. Currently, the oil market is volatile which has impacted pricing, deliveries and availability of heating oil. This has resulted in an increase of customer enquiries coming through to our team which has led to longer response times. We are asking customers to contact us via our online forms, as this provides the team to work more effectively and answer more customers. Our team are working through these enquiries as quickly as they can, and we can assure you that a customer service agent will be in touch to assist you with your refund enquiry. We understand your frustrations around the refund process, as a priority, we are currently working on refund improvements. These improvements will be available in the next few days and will make the refund process simpler and quicker for customers.

“Payed for oil on 27 Feb to be delivered before 11 march it didn’t arrive had a message today saying order cancelled ..boiler juice uncontactable ! So i called wcf the supplier who informed me they cancelled with boiler juice 2 weeks ago ! So i have now no oil or delivery but boiler juice still have my money ! Disgraceful behaviour from boiler juice who obviously don’t care 😡😡”

Helpful Report

Dear customer, We are very sorry to hear that your order has been cancelled. We understand this is a very concerning and frustrating time for our customers. The scale of daily price fluctuations and availability is making it extremely challenging for suppliers to honour delivery timeframes and, with many factors simply beyond their control. This is, unfortunately, resulting in some instances with cancellations, delays, or price increases which we are working with our suppliers and customers to manage. We can reassure you that you will receive your refund. Once your order has been processed as cancelled, your refund will automatically go into your BoilerJuice tank account. If you are not a Connected customer, once those funds are in your tank account, there is a button where you can withdraw the funds back into your bank account. If you are a Connected customer, our team will complete your refund for you. We are currently working on improving the refund process, which will make it quicker and easier for customers to get a refund. Once again, we are truly sorry for the inconvenience and concern this is causing during these unprecedented times.

“Still waiting for oil ordered in February. Spoke to Company who were to deliver and informed that Boiler Juice have told them not to deliver any orders. Boiler Juice are not taking calls. Web chat cuts out.”

Helpful Report

Dear Customer, We apologise that your order has not arrived in the requested timeframe. The scale of daily price fluctuations and availability is making it extremely challenging for suppliers to honour delivery timeframes and, with many factors simply beyond their control. This is, unfortunately, resulting in some instances with cancellations, delays, or price increases which we are working with our suppliers and customers to manage. Due to the very high volume of orders, we have been experiencing recently, we are seeing a high volume of customer enquiries. We do understand it can be frustrating not being able to speak to a member of our customer service team instantly, but we want to reassure you our team is working tirelessly to answer all customer enquiries as quickly as possible. We once again would like to express how truly sorry we are for the inconvenience and concern this is causing during these unprecedented times.

“If you are reading this, there's every chance that you have already been burned by Boiler Juice. If you haven't yet been a victim, please read on and save yourself the pain. I am a senior citizen and live alone. I ordered 500 litres of premium home heating oil on 22/02/22 at 67p per litre (exc VAT) total cost £355.73 to be delivered on or before 08/03/22. Email received on 04/03/22: Good afternoon, We have been contacted by your supplier Star Multifuels, regarding your recent heating oil order. We are very sorry, but due to supply issues they are unable to fulfil your delivery and will need to cancel your order. We have made every effort to seek an alternative supplier to fulfil your order however we've not been successful which means we have no other choice but to cancel your order. You will receive an email confirmation once your order has been cancelled. Your funds will leave BoilerJuice immediately and will be returned to your original payment method within the next 5-7 working days depending on your banks processing times. Please accept our very sincerest apologies on behalf of both BoilerJuice and the supplier, for any upset and inconvenience this may cause you. We thank you for your understanding. Kind Regards, BoilerJuice Customer Service Team Do yourself a huge favour. Order your oil directly from a local supplier and avoid getting involved with Boiler Juice. Any potential cost savings that you might anticipate by using this bulk order broker will be more than wiped out by the time it will take you to pick up the pieces following their incompetence and their disregard for the privilege of your custom. At the time of writing 13/03/22 I have yet to receive an order that has been placed with a local supplier, so I am now out of oil and using the immersion heater for hot water and fan heaters for localised room warmth. I received a refund of £355,73 on 07/03/22. My strong recommendation is to tell as many people as possible to avoid the inevitable pain that will follow should they choose to have any dealings with Boiler Juice.”

Helpful Report

Dear Steve, We understand your frustrations regarding the cancellation of your heating oil order and we would like to sincerely apologise for the inconvenience this has caused you. Whilst cancellations are not the norm, we are experiencing an increased number of cancellations from suppliers due to a number of factors that are disrupting the oil market. We appreciate the time you've taken to write your review and thank you for sharing your experience as this will help us improve in the future.

“Cancelled my order a week after I made it, citing "technical errors" as the reason. By then I had to pay an extra £148 to order from another, local, supplier as the prices had gone up in the intervening week. The local supplier delivered within days. I still have not been refunded over two weeks after the cancellation, despite several emails. You cannot phone and the online chat does not function. There is no meaningful response to emails. Appalling behaviour and level of customer service. I will never use them again, and have advised friends and neighbours not to either. From looking at social media, there are hundreds of people in the same position. Disgraceful.”

Helpful Report

Dear Linda, We apologise that your order was cancelled due to a technical error, we are looking further into this error with the relevant teams here at BoilerJuice. Due to the very high volume of orders, we have been experiencing recently, we are seeing a high volume of customer enquiries. To ensure we can give everyone the best possible service as quickly as possible, we are asking customers to complete our short online enquiry form instead of phoning or going through our Live Chat, as this allows our team to work through and help more customers, more effectively. We do understand it can be frustrating not being able to speak to a member of our customer service team instantly, but we want to reassure you our team is working tirelessly to answer all customer enquiries as quickly as possible. We thank you for taking the time to provide feedback on your experience, as this will help us improve in the future.

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