Name: BoilerJuice.com
Address: LDH House, St Ives Business Park, Parsons Green, St Ives,, Cambridgeshire, Cambridgeshire
Rating: 3.31

“As with all the other reviews no notice to cancel order ... they say a standard tankers can't get to me but I have had aggregate lorry delivering stone so it's a lame excuse they are just getting peoples money and keeping it for four weeks scam of a company . Now I also have to pay 26ppl not 17ppl ! And still not got my money back who is at you cost .”

Helpful Report

Dear Barry, We are sorry to see you have given us a one-star review. We can see by our records that there was an issue regarding the size of the tanker that was originally requested with your order. Unfortunately, the supplier was unable to deliver your heating oil due to the original tanker being too large to access your property. We understand your frustrations regarding the issue and apologise that we were not in touch sooner to notify you that a change of vehicle was needed. BoilerJuice are looking into new ways we can improve the speed of communications between a supplier and the customer service team to be able to provide these updates to customers quickly. The cancellation was confirmed by the supplier on the 4th June and your refund was available from the 5th June. We can confirm that this has been withdrawn back to your bank account. We apologise for the experience and thank you for providing your feedback. We will use this to improve our service in the future.

“I was in the same boat as Adam B below who like I ordered the oil at 17 ppl and then my order was cancelled by the supplier without any contact or notice to me and whilst my order was still showing as awaiting for delivery on boilerjuice website. The phone number is now taken off the website and the only way to communicate is through endless messages and emails. Have to pay now 26 ppl and no refund as yet! Basically nearly £100 for the same amount of oil - disguasting really!”

Helpful Report

Dear Leapsy, We are sorry to see that you have rated us one star. We have looked further into your experience, from our records we can see that when the supplier arrived they were unable to deliver due to issues with access. As the supplier was unable to access the area, the next step is to cancel the order to see if we can re-order with another supplier who can gain access. We appreciate the frustration this may have caused and apologise for your experience. BoilerJuice staff are currently working from home due to the guidelines provided by the government. For this reason, the business made the decision to answer all customer enquiries by email. We acknowledge that email as a communication method may not be suitable for all enquiries, which is why in the next few weeks we will be introducing live chat to the website. This is instant messaging where customers can reach a customer service agent quickly. We have provided you with your refund and are sorry that it was delayed reaching your account. We once again apologise for your experience and will use all your feedback to help us improve in the future.

“2months no oil, been told a month ago it's being re routed, nothing, contacted lots of times no reply. Ordered on the 1st of April, got told 10 days by email be patient we are busy, yet new orders can have oil here by tomorow if you pay more. My delivery should of been delivered on the 24th of April.”

Helpful Report

Dear Lee, We are sorry to see that your experience was unsatisfactory. We have looked further into the issues that arose with your delivery. We can see there were delays with your delivery due to the supplier not being able to gain access to your heating oil tank. From your account, we can also see that you have ticked the option to receive a notification from the delivery driver when they are on route to your property. You have stated that you didn't receive this notification, therefore did not leave access open to your tank. When there is a missed delivery due to no access to the tank, a supplier can request a charge, on this occasion the charge was requested. As you stated you didn't receive a notification from the driver, BoilerJuice paid this fee for you. Once a fee has been paid, the supplier is supposed to re-route your delivery. We apologise there were further delays and we are in currently in contact with the supplier to find out why your order was not re-routed when requested. This is not our usual level of service and we sincerely apologise for your experience. We will be in touch to discuss this further with you.

“Great service yet again - Thank you BoilerJuice”

Helpful Report

Thank you for using BoilerJuice. It's great to see we have another happy customer!

“Total customer service chaos - I am due a refund due to an under delivery and despite 7 customer service complaints every one bar one has been closed because they haven't read the issue correctly”

Helpful Report

Dear Customer, We apologise that a customer service agent was not in touch sooner and that your enquiry was closed. Our team has seen an increase in customer enquiries which reduced our response times. We acknowledge that our customer service could have been better, which is why we have now hired more staff to provide customers with quicker responses to their enquiries. We understand your frustration with the length of time it has taken for us to process your refund. To improve customer experiences in the future regarding refunds, we are currently developing a new refund process to be able to provide customers with refunds quickly. We can see by our records that they contacted you on the 22nd May to notify you that the refund has now been processed back into your account. We sincerely apologise for your experience and thank you for providing such honest feedback, this will help us improve our customer's experiences and helps us prioritise areas of development.

“Total incompetance On 21st April I cancelled an order with boilerjuice. Nine working days later I noticed that I had not received my refund, so contacted them only to be told that it HAD indeed been actioned on 21st. I then noticed that the card to which the refund was made was incorrect, being an old one, which I had cancelled a few months previously. I contacted boilerjuice to be told that they would contact me on the following Monday to refund by BAC’s payment. This response was superseded while later, by an email to say that as the refund hadn’t been returned, I would have to contact my old credit card company, who I had no account with. After much aggravation, I did manage to arrange for this refund, but was told it would take 15 working days. This means that it will be 5 weeks before I’m in possession of my money again. To top it all, Boilerjuice even got the amount of the original refund wrong. So to summarise:- Boilerjuice failed originally to get the correct figure for the refund. They then refunded to the wrong Credit Card They then promised to return the money by BAC’s They then changed their mind and decided it was my job to sort this mess, requiring me to contact my old card company. Their incompetence will result in it taking 5 weeks to receive my money back ( and I now have to wait a further 3 weeks). Thank you Boilerjuice My advice to oil buyers is to use the Boilerjuice website to get a quote and then ring around local suppliers to get them to better the Boilerjuice quote, which they will usually do.”

Helpful Report

“Total incompetance On 21st April I cancelled an order with boilerjuice. Nine working days later I noticed that I had not received my refund, so contacted them only to be told that it HAD indeed been actioned on 21st. I then noticed that the card to which the refund was made was incorrect, being an old one, which I had cancelled a few months previously. I contacted boilerjuice to be told that they would contact me on the following Monday to refund by BAC’s payment. This response was superseded while later, by an email to say that as the refund hadn’t been returned, I would have to contact my old credit card company, who I had no account with. After much aggravation, I did manage to arrange for this refund, but was told it would take 15 working days. This means that it will be 5 weeks before I’m in possession of my money again. To top it all, Boilerjuice even got the amount of the original refund wrong. So to summarise:- Boilerjuice failed originally to get the correct figure for the refund. They then refunded to the wrong Credit Card They then promised to return the money by BAC’s They then changed their mind and decided it was my job to sort this mess, requiring me to contact my old card company. Their incompetence will result in it taking 5 weeks to receive my money back ( and I now have to wait a further 3 weeks). Thank you Boilerjuice My advice to oil buyers is to use the Boilerjuice website to get a quote and then ring around local suppliers to get them to better the Boilerjuice quote, which they will usually do.”

Helpful Report

“Total incompetance On 21st April I cancelled an order with boilerjuice. Nine working days later I noticed that I had not received my refund, so contacted them only to be told that it HAD indeed been actioned on 21st. I then noticed that the card to which the refund was made was incorrect, being an old one, which I had cancelled a few months previously. I contacted boilerjuice to be told that they would contact me on the following Monday to refund by BAC’s payment. This response was superseded while later, by an email to say that as the refund hadn’t been returned, I would have to contact my old credit card company, who I had no account with. After much aggravation, I did manage to arrange for this refund, but was told it would take 15 working days. This means that it will be 5 weeks before I’m in possession of my money again. To top it all, Boilerjuice even got the amount of the original refund wrong. So to summarise:- Boilerjuice failed originally to get the correct figure for the refund. They then refunded to the wrong Credit Card They then promised to return the money by BAC’s They then changed their mind and decided it was my job to sort this mess, requiring me to contact my old card company. Their incompetence will result in it taking 5 weeks to receive my money back ( and I now have to wait a further 3 weeks). Thank you Boilerjuice for amazing service. My advice to oil buyers is to use Boilerjuice to get a quote, which is easily done on their website and then ring local suppplies to get them to better the boilerjuice quote. They will usually be cheaper as Boilerjuice takes their commission.”

Helpful Report

Dear David, We are sorry about your experience regarding your refund. We acknowledge that this was a mistake on our behalf, a customer service agent was in touch on the 8th May to provide you with a goodwill voucher as an apology for your experience. We understand the inconvenience this caused you and sincerely apologise that refund has taken so long to process back into your bank account. This is not our usual level of service and we understand your frustrations regarding the issue. Our prices are usually very competitive and we work with a range of suppliers in the U.K and Northern Ireland. If there is a supplier that is not on our platform and a customer is able to find a lower price our best price promise means we will credit the difference to your tank account for use on future orders. More information on our best price promise can be found at https://www.boilerjuice.com/best-price-promise/. Thank you for taking the time to write a review, we will use your feedback to help us improve in the future.

“Ref 2613365. Horrific customer service . Email below sent to them today. I am shocked and appalled that nobody has bothered to contact me yet. I have sent 3 messages over 5 days regarding this order asking for an update and so far have received no reply at all. There is little point in saying you will not take calls and to only use this form if you do not respond to messages. I have an 86 year old who suffers from Alzheimers in the house who is unable to have heating due to this ridiculous delay! You have had my money since the 13th of April and had promised delivery by the 5th of May. Today, in case I need to point it out, is the 7th. Not only is the order delayed and overdue, you have chosen to not update me in any way as to what is causing the delay, not to apologise and not to let me know an approximate delivery date so I know how long we will have to manage with sharing an electric blow heater. If I do not hear from you with an update by the end of today, I will have no choice but to leave a truthful review on every review site I can find as well as referring you to trading Standards for your complete incompetence and breach of contract. I apologise in advance to the poor soul who gets to read this but to say I am fuming is beyond an understatement. Thing is I have spoken to the local supplier (they really don't want you to do that...wonder why) and they were incredibly helpful and have said it is up to boilerjuice to route the delivery. Absolute rubbish blaming the suppliers and sickness and lack of driver. Boiler juice is just rubbish. On top of that, just to be sure I got a quote for a new order yesterday from boiler juice and the local supplier. Guess what? Local supplier was cheaper. STAY AWAY AND GO DIRECT!”

Helpful Report

Dear Chris, We are sorry to see that your oil delivery did not arrive in the expected time frame. Some suppliers have been experiencing delays with their deliveries, but we are working with them to inform our customers about any delays as quickly as we can. Due to the government recommendations, our customer service team are working from home and therefore, only able to answer customer enquiries via the online form. We have seen an increase in customer enquiries which has impacted our response times. We acknowledge that our communication with you could have been better and to help tackle this issue in the future, we have hired more staff to answer customer enquiries. We appreciate your frustrations for your mother and we can assure you, we never want our customers to go cold especially those who are the most vulnerable. Regarding your conversation with the local supplier, BoilerJuice does not route oil deliveries. Once the customer has processed their order, this is allocated to a specific supplier with a timeframe which they can deliver in. The supplier then routes the customer's order, this is then updated on our system. The system should then send the customer an automatic email which notifies them that their order is routed and state the expected date for delivery. We apologise that there seems to be confusion around this matter and hopefully explains more about the ordering/delivery process. Our team will only share what information has been provided by the suppliers when a delivery is late. We have great working relationships with our suppliers but to make sure we work with the best, we do have a monitoring system and make a record customer mentions. We would never want to be seen as "blaming" our suppliers and we support each other to make BoilerJuice work as a service. Unfortunately, delays can happen for a range of reasons and we are there to assist both the customers and supplier to make sure the service is provided to a high standard. We are sincerely sorry for your experience and will use all your valuable feedback to help improve customer experiences in the future.

“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/.

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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