BoilerJuice.com Reviews

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

3.3 Rating 1,016 Reviews

57 %

of reviewers recommend BoilerJuice.com

Company Reviews

Metrics

Info

3.3

Based on 1,016 reviews

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

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

“I wish I had read the appalling reviews of Boiler Juice and their so called connected service before I signed up. They are holding over £200 of my money and I have a full tank of oil and they are delaying any action with continual questions. Why am I paying £6+ per month for them to tell me when to order, my old method of dipping the tank with a marked rod was quite efficient. I shall use market forces in future and the abundance of cheap deals that often undercut their prices but at least I will get decent service elsewhere .”

Helpful Report

“Been using Boiler juice for a number of years now. But for the last few orders had gone to pot, with late deliveries. The latest one was .. I ordered my oil in December using my payment plan with BJ scheduled for the 21st December. Had an text on the day stating the driver had been ill so it was scheduled for the following day. Hoping that my oil had been delivered the following day I received an email saying that the company they use ( Chandlers) didn’t deliver because of a fence which was around tank. I couldn’t believe what I was reading in fact it’s not a fence but a small garden trellis which has been there for some time now and my oil has been delivered without any problem!! My husband phoned BJ and explain it was just a small garden trellis which was causing any obstruction to the tank. There replied was it was health and safety. My husband explained if needed he would unscrew the small trellis if needed so we could have our oil delivered before Christmas, as my elderly Father who has Dementia and has been in Hospital. Hoping they would take it into consideration. So we will be cancelling our Account with BJ and going to a proper company with better customer service!!”

Helpful Report

Good Afternoon, Thank you for taking the time to leave us your feedback, although we really are very sorry to hear that you are unhappy with the service you have received. Having looked at your order, we can see that one of our Team Leaders has been in touch with you directly and that your order has now been delivered. We do hope that, although your delivery was delayed, our Customer Service Team were able to assist and restore some faith in the service we offer. Once again, we sincerely apologise for any inconvenience or upset caused. Please do contact us if we can help you any further. Kind Regards Customer Services

“No customer service just unhelpful order takers as they have no ability or willingness to help and if you ask to speak to someone that can you are told no-one is available and they will call you back but this never happens so effectively Broilerjuice has no customer service and just don't give a toss once they have your money - Terrible unhelpful untrustworthy.”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, although we are sorry to hear you were unhappy with the service you received. If you would like to provide us with some further information such as your postcode or order number we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our apologies for any inconvenience or upset caused. Kind Regards Customer Services

“Purchased an inline water separator from Broilerjuice but when it arrived Friday it was not fit for purpose so I called their customer service but was told they don't deal with any shop purchases and the apropreat person would call me on Monday so by late Tuesday it was aparent I was not getting the promised call so I phoned again only to then be told I would need to send back their faulty item at my expense ? - I informed the agent she was wrong as the Consumer Protection Act very clearly states otherwise and asked politely to speak to a manager only to be told " That's not how it works here " someone will call - And I already know how good they are at returning promised calls. What a bunch of cowboys thinking they can just ignore UK law and be totaly unanswerable a total disgrace but thats what you get for using a faceless middle man. AVOID”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your feedback, although we really sorry to hear you are unhappy with the service you have received from us. Please be assured that we have passed this onto a Team Leader to contact you, we are sorry to hear this has not yet happened. Customer Service is extremely important to us at BoilerJuice and we are sorry you feel that your issue was not dealt with correctly. We can assure you that any feedback we receive from our customers is looked into and taken seriously. Only by listening to our customers can we improve their experience when using BoilerJuice. Once again, we sincerely apologise for any inconvenience or upset caused. Kind Regards Customer Services

“I have used Boilerjuice for over 10 years with very good service. I have swapped over to connected - big mistake!!! I have no control over MY money at all as they have to refund it if you want it!! I have over £500 in my tank bank with a full tank of oil!! I have been waiting 17 days for a refund that I have chased many times and they are not answering my messages. I will be cancelling connected and wont be using them again. Loyalty obviously does not matter!!!😡”

Helpful Report

“Late deliveries customer service promise to get back to you but never do rubbish company avoid”

Helpful Report

Good Evening, Thank you for leaving us your feedback, although we are sorry to hear you are unhappy with our service. If you would like to provide us with some further information such as your surname/postcode or order number we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our apologies for any inconvenience caused. Kind Regards Customer Services

“Have used Boilerjuice on and off for years. Just signed up to the Connected service and the service has been abysmal. Have paid upfront for a delivery before 16 Dec. Boilerjuice have also taken a direct debit. Tanker arrived last Saturday but refused to deliver, citing an imaginary problem with the tank. The tank has never been a problem before for any other deliveries. The tank has been checked and is completely fault free. Emailed to ask when this would be resolved and got a stock reply of "We're looking into it." Emailed again during the week and no reply. Emailed today and got same reply with none of the issues raised being addressed. Will be closing account if no satisfactory response in next 24 hrs.”

Helpful Report

“First delivery was ok but three days late, second delivery failed because they said my tank was uneven although it had been ok for 18 years from other suppliers. Trying to get update every day but no response. Desperate for oil now before Christmas. Customer service non existence. Will try and call today today to close my account and get a full refund”

Helpful Report

Good Evening, Thank you very much for your feedback, although we are sorry to hear you were unhappy with the supplier on this occasion. The suppliers do make every effort to make all deliveries, but the drivers are responsible for ensuring it is safe to deliver to a tank. If they believe a tank is not safe to deliver into then they must report this. We do understand the frustration that a non delivery can cause, however the drivers do have legal tank standards they need to follow. The requirements of the base for a tank are as follows: The tank must be sited on a fireproof base (such as concrete or stone slabs) The base must be at least 50mm thick - if using paving slabs - on a compact and blinded hardcore base OR 100mm or concrete It must extend 300mm around the perimeter of the oil storage tank. (This prevents the tank from becoming overgrown and fire spreading across the ground to the tank.) We do hope this information helps and once again apologise for any inconvenience caused. If we can help any further, please do contact us. Kind Regards Customer Services

“I have used boiler juice for a number of years and have always been happy with the service. But with my latest order they have seemed to have gone to pot. I ordered my oil on the 30th of November with a delivery date of the 14th December or before. I have heard nothing from Boiler Juice or there oil supplier def Fuels. I have spoken to customer services who told me they will find out what has happened to our delivery, but the have not called me or replied to my email, it seems that they’ve taken our money and can’t be bothered with us . I have given one star as it does not go any lower.”

Helpful Report

Good Evening, Thank you for your feedback. We are really sorry to hear your delivery has not been completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that there is a delay with some deliveries, we really are sorry that your order is affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Please be assured that we will chase this with the supplier and will be back in touch with you directly as soon as possible with you with an update. 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

“£255 more expensive than any other direct call quote, definitely will be avoiding Boiler Juice from now on”

Helpful Report

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

“Ordered on 1st Dec with delivery promised by 15th. They cancelled my order on 14th without explanation. Upon contacting customer services (sic) I was told they couldn’t deliver to my area in the appropriate tanker. I made it clear on the original order that a small tanker was required. They debited the funds upon order and have refused to refund the “booking fee”. So basically I’ve been charged a fee for an order they could never deliver, lent them money for two weeks and, I’m left the week before Christmas with no heating oil.”

Helpful Report

Good Afternoon, Thank you for taking the time to leave us your feedback, although we're really sorry to hear you were not happy with the service you received. Having looked at your order, we can see that your delivery was placed on a Standard size tanker. Unfortunately if a smaller size tanker is required, the order needs to be placed on this size tanker so that we ensure a supplier with the correct size tanker for your access quotes to make your delivery. Unfortunately on this occasion, the supplier who won your order did not have the correct size tanker to make your delivery. Whilst we appreciate that this was written in the delivery notes, the supplier who the order went to did not have the correct size tanker for access so were unable to complete your delivery. We contacted you by email on the 2nd Dec and again on 10th Dec to request you contact us to discuss your order but unfortunately as we had not heard from you by 14th Dec, the supplier requested that the order was cancelled. We did also email on 14th Dec to let you know the order would be cancelled. We can only apologise if you did not receive these emails. Our customers are important to us and we can only apologise for the inconvenience caused by this. Kind Regards Customer Services

“Ordered oil on 24th November for delivery on or before 9th December. Now 14th December, and still no oil despite chasing 4 times with live chat. Have been told will check and get back to you. Nothing. No idea where my delivery is and I'm currently £350 out of pocket, not to mention about to run out of oil. I have no choice but to cancel my order and close my account. So much for loyalty and customer service. Avoid if you can and order direct, worth paying the extra to receive your oil on time.”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, although we're really sorry to hear you were unhappy with your delivery and will be in touch with you directly regarding this. Kind Regards Customer Services

“Oil ordered 30 November to be delivered on or before 11 December. As the supplier rings before delivery and we had not heard, I chased up with Boiler Juice only to be told we would not receive our delivery for a further three days. This is simply not good enough particularly at this time of year!”

Helpful Report

Good Afternoon, Thank you very much for your recent feedback. We are really sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that due to issues with driver illness and the volume of orders received there was a delay with some deliveries, we really are sorry that your order was affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Once again please accept our sincere apologies for the inconvenience caused to you, if we can assist you any further, please do contact us.. Kind Regards Customer Services

“I just want to thank everyone on here who were completely honest with their reviews. And I am sincerely sorry you had to experience this anger & frustration with your hard earned $. I was surfing online to find the cheapest oil service possible, since it's close to the holidays & up pops BJ services which offers almost $40 cheaper than any other services in my area. I was a little skeptical, & was just about to call, when I said to myself, "wait, let's see if there's any reviews online." The first review website had alot of reviews & they averaged about 4.2 out of 5 stars, but the reviews seem very generic, non-personal , & frankly, fake. Just like every single response they give to people on here, who leave a negative review. They are practically copy & paste templates &, they just fill in the blanks. There is no sincerity, no actual effort suggesting they are going to remedy the issue, no action taken, no number or name offered to have you contact. Just basically, " hey sorry bout your luck." Unreal!!!!! Anyway, then I found this website & read your personal experiences here. I can't begin to express my sincere gratitude & appreciation from saving me the aggravation, frustration, headache & money. I barely have any $ (this endemic has wiped me out) & even less oil, but I have to have oil to stay alive & warm & protect my loved ones. If I would've gave up my last few dollars to deal with this service, it might've lead to something terrible, who knows, anxiety attack, nervous break down, heart attack/stroke, there's no way to tell. I was just able to scrape up enough money for heating oil & the meter is at almost zero. So there is NO WAY in the pit of Hades will I be using BJ's services, now or ever. As for BJ, SHAME ON YOU!!!!! I know almost everyone on this planet knows what it's like not to have heat, whether temporarily or long term. It is absolutely terrifying, almost painful. If you know people are SUFFERING & your only objective is to rip them off, get out of this business. This is not the business to do that. You are playing with families lives. Especially the vulnerable, like children & the elderly. It wont be long before you have lawsuits on your hands. Save people the pain & suffering. Find another scam. If you are human at all & you know what it's like to NOT have heat, stop doing this. As humans this is one of the very few necessities we must have to survive & it brings comfort & joy in our lives, don't rob people of that. In fact, a few days before my my mom passed away she said "turn up the heat, it's cold in here," I said "Mom, I'm trying to save you money." Without skipping a beat she replied, "there are very few things in life that truly bring people comfort, nobody likes being cold, when I was a kid we could barely touch the thermostat, now I spend the extra money & live warm, comfortable & happy, heat is one of the very few things you should splurge on." She was absolutely right. Don't be stingy with the heat, keep your families warm, enjoy that commodity, there aren't many things that are enjoyable as staying warm, I think sometimes we just take it for granted. And once again, as for BJ....well......... BJ might as well be Satan in my eyes. And I'm sure there will be plenty of heating oil where these people are going. Well YOU got US to PAY for it, so enjoy it BJ!!!!! It's gonna be really really REALLY hot where you are going. And thats eternal.”

Helpful Report

Dear I.M.Fuego, We are sorry to see you have given BoilerJuice a one-star rating. BoilerJuice are on multiple review websites and we have dedicated staff to make sure we respond to any negative reviews. We can assure you, the 60,000+ reviews (4.7* rating out of 5*) on another review site are all genuine and written by customers who have used our services. Our customer's reviews are very important to us, including negative ones, as this helps us improve customer experiences in the future. With any business, issues can unfortunately arise and it is our top priority to fix anything that may cause a customer to not a five-star experience as soon as possible. Even though some of the responses to reviews may not publicly state the steps that have been taken to resolve the issues, our team are always working behind the scenes to provide a resolution. We understand how reviews can affect the opinions of others and we respect that some customer may choose to not use our services. However, we politely ask individuals to write reviews based on their personal experience of using BoilerJuice before completing a review. We thank you for taking the time to write a review and we take your comments on board.

“Absolutely shocking standards. We ordered 1000 litres of poke on 4th October and were due a delivery on or before 16th October. Over 2 weeks past our delivery date BoilerJuice have taken our money and failed to deliver. We have called every single day, to chase our delivery to be promised a call back from a manager which NEVER happens. My husband has heart disease and we are about to run out of oil. Disgraceful behaviour from a company that clearly doesn’t care. Do not use!!!!”

Helpful Report

Dear Sam, We are sorry to see that you have given us a 1-star review and that your experience with BoilerJuice was unsatisfactory. We are unable to respond back to the specifics regarding the issues that you have experienced due to no details provided on this review that matches our systems. We are sincerely sorry that your delivery did not arrive in the requested timeframe and that the customer service team did not respond back to your enquiries promptly. We can reassure you that BoilerJuice cares about every one of its customers and we would never want our customers to run out of oil. Unfortunately, delays can happen for a range of reasons such as sickness, tanker breakdown, technical issues and harsh weather conditions. Once again, we sincerely apologise for any inconvenience this has caused and thank you for your feedback. We will use your feedback to improve customer experiences in the future.

“Placed order 3 Oct for delivery on or before 16 Oct. Received order confirmation and money was taken out of our account. No communication in the interim period, but trusted them. On morning of 16th got a bit worried. Called the company who were supplying and we are not on the list. Empty oil tank. Waiting to hear when we will get our oil. Very unreliable and will never use again.”

Helpful Report

Dear Kevin, Thank you for taking the time to leave us a review regarding your recent delivery, although we are sorry to hear your delivery was not completed within the time specified by the supplier. The supplier has confirmed that there was a delay with some deliveries. They have asked us to pass on their sincere apologies that your delivery was affected by this. We understand your frustrations regarding communication, and we are working hard with the suppliers to improve the time frame customers are updated about the status of their order. We are always looking for new ways to improve communication, it's important for us to keep our customers as up to date with their orders as this can impact the overall experience. Once again, please accept our apologies for the inconvenience caused to you. We will use your feedback to improve customer experiences in the future.

“Poor service and dont keep their word.”

Helpful Report

Dear Daniel, We are sorry to see that there were issues regarding your delivery not arriving in the expected time frame. Unfortunately, this supplier was experiencing unexpected resource issues which led to a delay with your order. A team leader has attempted to call you on 9th October to discuss your delivery and to offer a personal apology for your experience. We understand your frustration and accept that the communications between the supplier and BoilerJuice could have been better regarding this situation. Our supply team are working on building stronger methods of communication, we are also in the process of creating a system that reduces these issues. We can assure you we take late deliveries very seriously and we will be in touch with the supplier to discuss this further. A customer service team member will be in contact with you as we would like to speak to you regarding the issues and solutions we can provide. We apologise that your experience was not satisfactory and we use your feedback to improve customer experiences in the future.

“Very poor service. We started with connected in april, £42 per month, we paid up front for 500 litres in april, no monitor provided, no delivery or contact since. Beware. We are considering using other suppliers”

Helpful Report

Dear Gary, We are sorry to see that you have left us a 1-star rating regarding the Connected Service. Since writing this review we have spoken to you regarding the issues you have experienced. Once investigating, we uncovered that the direct debit needed to activate the service was not completed. We apologise if the communications about the direct debit were unclear and we will be looking to improve the clarity of our instructions to help with future sign-ups and activation processes. We hope that now this has been resolved, you are pleased with the Connected Service you have received so far and we look forward to providing you with hassle-free heating.

“Ordered oil to be delivered by Friday 2nd Oct, paid then got email to confirm delivery. Had email on the 1st to remind delivery date. Sadly no oil delivery tuned up. In the late afternoon. Phoned Boiler Juice. Got through after holding on for 15 minutes. After listening to how good, efficient and cost effective the service is. Sadly this as not been the case. I was told when I finally got to speak to some one. That the oil I ordered to be delivered by the 2nd will not be delivered until Monday 5th October. I Have now received oil this. afternoon not before oil I did have ran out. I have just contacted plumber to bleed the system due to the incompetence of Boiler Juice. I should have learnt my lesson the time before last when the company done exactly the same thing then. I have truly learnt from this. First time I see as error, sadly this is bad practice. No care or consideration for customers. Wouldn’t use this company again. Terrible service and totally unreliable can’t think of any thing good to say about them.”

Helpful Report

Dear Customer, We are sorry to see that your experience with BoilerJuice was not satisfactory. Due to the lack of contact details provided in this review, we are unable to provide you with specific details surrounding your experience. We apologise that your oil did not arrive in the expected time frame, this can happen for a number of reasons such as sickness, tanker breakdowns, technical issues, obstructions, safety issues or weather. We can reassure you that BoilerJuice takes the standard of service provided to all customers very seriously. To make sure our customer agents always provide a high standard of service, we regularly provide up to date training to make sure they are equipped to offer all customers the best service and solutions available. We once again apologise that your order was late and thank you for taking the time to write a review. We will use your feedback to help improve customers experiences in the future.

“Very poor service - I paid extra for a faster delivery but the oil did not arrive. I should be refunded that extra cost but it is impossible to get through to them to complain, just left on hold endlessly. Tried again today for over 20 minutes only to get a recorded message saying no agents available and to try later - unbelievable. Why would I ever use this compNy again.”

Helpful Report

Dear Patricia, We are sorry to see that you have given us a 1-star rating. Since writing your review we have been in touch. We have looked further into the reasons why your delivery was late. Unfortunately, the supplier had unexpected resource issues, which resulted in some of their delivers being delayed. We sincerely apologise that your delivery did not arrive in the requested time frame and we understand your frustrations regarding not being able to contact a customer service agent quickly to discuss your refund. To improve customer response times we have hired more staff and opened up online chat on our website, this is an alternative method of communication that customers can reach customer service agents if the phone lines are busy. We have contacted the supplier regarding your refund and they have agreed to provide you with a price reduction. We once again apologise for your experience and thank you for taking the time to give valuable feedback on how we can improve.

BoilerJuice.com is rated 3.3 based on 1,016 reviews