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 1,001 Reviews

58 %

of reviewers recommend BoilerJuice.com

Company Reviews

Metrics

Info

3.3

Based on 1,001 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	3.2 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

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“Awful company. It there is a problem don't expect any redress. No phone number. They hide behind a wall of automated responses which basically tell you to p *** off. Avoid.”

Helpful Report

Hi Kieran, We apologise that your experience with BoilerJuice was unsatisfactory. We understand your frustration in regards to our communication however, due to our staff working from home we are unable to handle customer enquiries over the phone. We have tried our best to inform all customer to not call, as our agents are only available via the online enquiry form. Unfortunately due to the increase in customer enquiries we have been receiving, our response times have been affected. This means that our response times are longer than usual. We acknowledge that our communication with customers could have been quicker. To combat this issue we have hired more customer service agents to help with answering customer enquiries. Your Trustpilot review was passed on to our resolution team to look into the issue that your have raised in your enquiry. This is currently being looked at, once the team have an update regarding your enquiry, a customer service agent will be in touch. We sincerely apologise if this has caused any inconvenience and we will use all the feedback you have provided to help us improve in the future.

“paid for 4 wheel tanker , 6 wheeler turned up . refused to fill tank that hose couldn't reach. consequently only part of order fulfilled boiler juice put balance of £330 + into my "tank account", however getting money back out isn't possible as the required card fields are missing from page. No response to emails and no other means of communication, yes i know we live in difficult times but this process is supposed to be an easy web transaction. Call me cynical but could BJ be trying to hang onto customers money ?”

Helpful Report

Hi David, we apologise that you are experiencing difficulties processing the funds from your tank account to your bank account. We can assure you that BoilerJuice does not want to hold onto any of our customer's money, we are more than happy to provide customers with a refund when this is requested. Our customer service team are doing their best to answer all customers quickly however, due to the increase in enquiries, our response times are longer than usual. To reduce the response time we have hired more customer service agents to assist with answering enquiries. We have looked into your account and unfortunately, there was a technical issue that was blocking you from completing the transfer of funds over to your bank account. This has now been fixed and you will be able to withdraw your funds. We sincerely apologise if this has caused you any inconvenience and hope to see you again as a BoilerJuice customer in the future.

“I am writing this review purely because I can get no response from Boilerjuice at all and it's the last thing i can think of to try and get a response. I placed my first order for delivery no later than Friday 1st May. Asked for contact prior to delivery. Now Sunday 3rd and despite 2 emails and not being able to get through on the phone, still no oil or contact. I appreciate that orders are bound to be high and we are living in difficult times but they still could take the order along with my payment quickly enough!! As they have not delivered within the agreed time I'm hoping that my oil will be available at the now lower price?? Will someone from Boilerjuice please respond??”

Helpful Report

Hi Mark, we apologise that a customer service agent did not contact you promptly. Our team have seen an increase in customer enquiries and are trying their best to answer everyone as quickly as they can but the increase has caused our response times to be longer than usual. Our customer service agents are not available on the phone as they are working from home but they can be contacted through the online enquiry form. We understand your frustrations with the situation and have acknowledged that this has impacted some of our customer's experiences. For this reason, we have hired more customer service agents to decrease the time it takes to respond to enquiries and we are also looking at new ways we can speed up processes such as refunds. Some suppliers are experiencing delays which can be for a range of reasons. This can include drivers being off sick, drivers having to self isolate and also deliveries taking longer due to new safety regulations which impact other deliveries. We are unable to change the price of your heating oil as we can only honour the price on the day you received your order was processed. We will have a team member get in touch to discuss this further with you. We sincerely apologise for your experience and will take all your feedback on board to improve in the future.

“I've always used boilerjuice, never had problems until friday, when my delivery instructions state contact me before delivery so I can make the sure the gate is open. Normally everytime I get. Call or a text saying we will be delivering tomorow, this time, I get nothing.. i was out shopping for my grandparents, and get a call saying I am here with your oil. I wasnt In and the delivery driver said apologies we didnt call - boilerjuice didnt pass on the delivery notes..then the driver said I can come back in have a delivery around the corner, so I headed back straight away he then calls saying his office has said he cannot come back.. do not paperwork or something. The driver assured me that I didnt have to do anything. His office just rearrange and really sorry for the inconvenience.. today I get an email saying I need to pay £35,00 for the delivery.. so now I have no oil that I have paid for. Delivery date is now missed and they wont deliver unless i pay £35,00.”

Helpful Report

Dear Customer, We are sorry to see that there were issues with the first delivery, we apologise for the inconvenience regarding not receiving a notification from the delivery driver or from BoilerJuice. We are looking into this further and we are in communications with the supplier regarding this specific delivery. A customer service agent has been in touch to inform you of the actions that we completing to help resolve this issue. We sincerely apologise for your experience and we will provide you with an update soon.

“Ordered Aga accessory by mistake. Emailed Boiler Juice same day to cancel. 5 days later received reply advising me to send item back when it arrives. I am shielding and cant go out. Company not taking phone calls but having no difficulty taking money. First and last time I will use this company.”

Helpful Report

Hi James, We are sorry that our customer service team are currently not able to answer phone calls, this is due to them working from home. They are, however available by our online customer enquiry form. A team member was in touch with you via email today to inform you that we have provided you with a refund. We sincerely apologise if this has caused you any inconvenience.

“I signed up to pay monthly and Boilerjuice decided I should pay £57 per month. I paid by direct debit for the first month, then the day before the next instalment was due I found an email from them at about midnight saying that my monthly payment was being increased by £22 to £79 as “you have used more than expected”. I am the only person in this house and a pensioner. This was the January but the heating is not used all evening as I have a wood burner. I immediately cancelled the direct debit. As I had paid £250 to have the tank filled before I started the DD I asked for the £57 to be returned. Four months later they will not return the money because they say I have to pay a monthly “registration fee” for the next year. When I signed up NO REGISTRATION FEE WAS MENTIONED. They charged £14 for this fee and ARE CONTINUING TO TAKE IT EVEN THOUGH I CANCELLED DUE TO BOILERJUICE INCREASING THE COST WITHOUT NOTICE. They emailed to tell me late at night expecting me to be asleep! THEY ARE KEEPING MY £57 WITH A VERY FLIMSY EXCUSE”

Helpful Report

Dear Giulia, Thank you for showing interest in our new service Connected, the email sent out regarding an increase in your monthly amount was based on the amount of heating oil you have used in the past. We can see by your past order history, the amount you stated for your annual use was much less than you have used in the past. To make sure you were covered for the whole year, we had to increase the monthly amount. There is a subscription charge with our Connected service which covers data monitoring and the benefits of having the service such as automatic top-ups and oil level monitoring. When signing up for the Connected service it is visible that there is a service charge on the “I” icon when the service options are shown. This text states “A standing charge of 20p a day will be added to your monthly payments (inc VAT.). This is to pay for the BoilerJuice Connected services.” When signing up to the Connected service we also explain and provide you with a breakdown of the monthly cost over a 12-month period at the check-out point. Therefore, by breaking the contract you are still needing to pay the registration fees. Our emails are sent either by an automated service or a customer service agent who handles enquiries. Some customer service agents are evening staff and answer customer enquiries during the evening period. We apologise if an email was sent to you late at night and can assure you, we are not purposely trying to disrupt our customers sleep in the hope they will not respond to our communications and we apologise if this caused any inconvenience. We can see on your account that you are in discussions with some team members regarding the situation stated in your review. Our team will continue to assist you and discuss this matter further with you.

“Specifically opted out of marketing emails. I’m now emailed daily with marketing emails in contravention of GDPR. You can’t get through to them on the phone. Email complaints ignored. Trying to unsubscribe doesn’t work. Have formally complained to the Information Commissioner’s Office because they’re breaking the law.”

Helpful Report

Hello Gareth, Thank you for providing a review. We are sorry to see that you have experienced issues with unsubscribing from our marketing emails. The email address you have provided from this review we have located an account on our system. We will be removing this manually from our systems and this will be completed urgently. You will no longer receive marketing to this email address. If there is another email address you have associated with a BoilerJuice account please let us know and we will also manually remove this. We apologise if this has caused you any inconvenience and will look into the unsubscribe issues that you have experienced further with our technical team.

“Terrible customer service! Didn't reply to my message until after my delivery finally came, then sent a message saying they have closed my query as delivery had been made! Messaged them again and had the same response again! First and last time I will use Boilerjuice.”

Helpful Report

Dear Customer, We are sorry to see that your experience with BoilerJuice was not satisfactory. Our customer service team are working hard to answer all customer enquiries as quickly as they can however, we have seen an increase in customer enquiries which has meant our response times are longer than usual. We understand your frustration regarding the slower response times and are finding ways to improve the speed of responses during times of increased demand. We appreciate all customer feedback as this helps us create better experiences in the future.

“Have used for last 10 years but now wondering is they have gone bust or about to . My delivery was suspended due to technical reasons early march , issue fixed but can't get my delivery reinstated . They don't and answer emails and closed all other means of communications , They have my money and my oil , looks like their business is another victim of the virus . go direct and avoid losing money.”

Helpful Report

Dear Customer, We apologise that there were technical issues with your order that resulted in your order being suspended. We have a brilliant developer team that work on fixing these issues as soon any happen and they were able to solve this quickly. Our customer service team are still working and are available to contact via our online customer enquiry form. We made the business decision to remove the phone lines for customer enquiries as our customer service team are working from home due to the Coronavirus due to the government's recommendations. We can assure you that our customer service team are working very hard to answer all customers, but we have seen an increase in enquiries which as led to longer response times. BoilerJuice is not going bust and we are working with more suppliers every year to help provide coverage to all areas of the U.K. We would never take customers money and not provide the service that has been paid for. From the order number that has been provided, we can now see that your oil has arrived however, it was delayed due to issues regarding the supplier. We thank you for providing a review and will use your feedback to help us improve in the future.

“Paid extra for earlier delivery understand that current virus problems are causing delays. However some form of communication would have been useful!! Not taking phone calls not responding to emails! Appalling customer service”

Helpful Report

Hello Carol, we apologise that your heating oil delivery did not arrive in the expected time frame. Some of our suppliers have been experiencing delays but are working hard to make sure all orders are delivered to our customers. Due to the increase in demand some suppliers not able to respond to our enquiries regarding new delivery dates for delayed orders as quickly as usual. This has resulted in longer response times and has impacted the time it can take to update our customers regarding new delivery dates. BoilerJuice have made the business decision to no longer take calls during this unprecedented time, this is due to the customer service team working from home which is recommended by the government. The customer service team are answering via email but we apologise that the response time for your email was longer than usual. Our customer service team have seen an increase in customer enquiries and are trying their best to answer everyone as quickly as they can. As there is no order number attached to this review, we are unable to comment on what the action was taken regarding the payment for early delivery. We apologise for your experience and will take all your feedback on board to improve our customer service standards in the future.

“Worst company in the world in every way. Don't read Trustpilot as they are mostly fake. AVOID!”

Helpful Report

Hello, we are sorry to see that your experience with BoilerJuice has not been satisfactory. Due to no order number or name being provided in this review, we are unable to contact you to find out more about the issues you may have experienced whilst using our service. We can assure you that our Trustpilot reviews are not unreliable and are written by customers who have used our service. We apologise that we were not able to provide you with a positive experience. If you would like to provide feedback or discuss your review further, you can contact us through our online customer enquiry form found at https://www.boilerjuice.com/enquiries/.

“Checking local suppliers 16.3.20 I found that this company is engaged in rampant profiteering. One company, The Heating Oil Club offered 1000 litres for £327 whilst BoilerJuice was £435. Stay way from them.”

Helpful Report

“Follow up review.... Tuesday 17th. After 5 days no delivery of oil no response no reply to any emails despite their promise of a 48 response. Had to call again today. 5 phone calls to finally speak to an advisor to cancel my order! 5 days for refund couldn’t care less they are scammers taking money ... ordering oil from the cheapest company but what they don’t tell you is this. You need to wait until someone else in your area orders as well to keep the price down .... big fat scammers this company breaks all the rules it should be shut down ASAP. Avoid like the plaque please it’s stressful ordering.... So all in all they will have had my hard earned cash for almost 5 weeks and no sign of even a trickle of oil ...Shame on you scammers I’m reporting you today !!!!”

Helpful Report

Dear Customer, We sincerely apologise that your oil did not arrive in the expected delivery window. For the last month, we have seen an increase in demand and also customer enquiries. Our phone lines before the Coronavirus were always a top priority and we had a range of customer service agents ready to take calls. We accept that there were longer waiting times on the phones than normal and that our response times via email had become slightly longer. All the staff here at BoilerJuice care about our customers and we can appreciate how stressful it can be not running low on heating oil. Regarding our website and how it works, we work with a range of suppliers who provide their best prices in our system. Our system will then compare all these prices and provide the customer with the lowest price. As you have stated, we do offer more discounts if people in your area also order. These discounts are available every day but we recommend people who are looking for bigger group discounts to buy on a weekend, as we will group over three days instead of one. We can assure your BoilerJuice is not breaking any rules, we are not scamming our customers and we are being transparent on how our discounts and website work. We apologise that your experience this time was not satisfactory and we will use all your feedback provided to improve our services.

“Waited beyond the expected delivery date this time. Still has not arrived. Have contacted them twice but not had a delivery date yet and our oil has nearly run out Have used Boilerjuice for over 20 years and always had good service. This will be the last time we order oil from boilerjuice”

Helpful Report

Dear Customer, We sincerely apologise that your heating oil delivery did not arrive in the expected time frame. We value you as a customer and thank you for using us for such a long period of time. Unfortunately, some suppliers may occasionally experience delays which can be for a number of reasons such as drivers are sick, tankers have broken down or technical issues. We are working with our suppliers to help combat some of the issues that can cause delays. We want to make sure we work with the best, which is why our Suppliers Team at BoilerJuice are working closely together with suppliers to make sure we can offer customers the most reliable and trustworthy suppliers on our website. We thank you for taking the time to provide a review and we will use all our feedback to help us improve. We hope to maybe see you back as a BoilerJuice customer in the future.

“Absolutely don’t use this appalling joke of a company. Ordered oil as a new customer on 27th Feb total £295. Delivery confirmed for Thursday 12th March . No oil no response! It’s now the 14th March . No email explaining anything. When you call you are in a queue after 20 minutes they cut you off. Called today Saturday the advisor confirmed she couldn’t explain why my order hadn’t arrived then clarified she couldn’t confirm delivery until Monday . Any refund takes 3/5 working days . So still no oil no refund no confirmation of delivery. This is the worst company I’ve ever dealt with give them a huge body swerve . Took my money and ran how dare they this is theft ? Keep clear this is a genuine customer I’m so angry 😠.”

Helpful Report

“Terrible, unresponsive customer service. Did not deliver oil until 10 days late with no contact and no explanation. No response to continued messaging via email and website contact form. Don’t answer phone, after 20 minutes on hold was cut off. Save yourself time and frustration and go elsewhere.”

Helpful Report

“Horrendous customer service. Avoid this company. Later delivery which resulted in having to buying an emergency box...2 phones called I was promised a credit on my account. This never happened. Numerous emails never answered. Near impossible to get through, after twenty minutes on hold they just hang up on you”

Helpful Report

“i took a leap of faith and signed up to this company for a year to provide my oil on their auto top up and monitoring service. I have to say very happy with it, i pay monthly - oil is automatically sent to me when i need it.”

Helpful Report

“Joke of a company!”

Helpful Report

“Boiler juice.....Boiler joke... Second time been let down for delivery Boiler now failed as oil run out with no alternative delivery date Can not get through to customer service after 20mins queuing on call And I’ve paid in advance so currently £400 out of pocket while I have to wait .....absolute sharks”

Helpful Report

BoilerJuice.com is rated 3.3 based on 1,001 reviews