Name: BoilerJuice.com
Address: LDH House, St Ives Business Park, Parsons Green, St Ives,, Cambridgeshire, Cambridgeshire
Rating: 3.28

“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.

“First ever order, tried for two days to get invoice, driver never turned up as arranged and I’m left to try a locate the local tanker driver, drivers office blames me for the delay. Now I can’t get boiler juice on the phone. Total shocking service. They just lost my business”

Helpful Report

Dear Customer, Thank you for taking the time to write a review. We apologise that your first experience with BoilerJuice was not a satisfactory one. We are sorry to see that there have been issues regarding your delivery and we understand your frustrations. We have been experiencing higher volumes of calls recently, which is why we have opened other channels to contact our customer service agents. It's a priority that our customers can contact us if they need too, our online chat on our website and email are alternatives we provide when the phone lines are busy. We apologise one of our team members were not available to answer your call to assist you straight away, we are working on reducing response times as we don't want any of our customer waiting. Unfortunately, we are unable to provide you with a more in-depth response to your experience as there are no details provided in your review. We hope that with the changes we are making such as hiring more staff, training schemes and opening alternative contact channels, we can improve future customer experiences.

“Ordered oil and have waited in as we were told it would be delivered on the date given. Tried getting in touch with boiler juice but nothing. Won’t use them again.”

Helpful Report

Dear Customer, We apologise that your experience with BoilerJuice was unsatisfactory. We have looked further into the issue regarding your delivery and we can see that there was a technical error, which meant the supplier did not receive your order in the requested timeframe. Our team worked hard to see if we could transfer your order to another supplier however, we were not able to arrange another supplier in your area to deliver for the next day. We are investigating further into the issue and would like to sincerely apologise again for your late delivery. We understand how frustrating and stressful it can be when you are running low on oil. We are sorry that a team member was not in contact straight away. We have hired more staff to increase response times as we move into peak season to make sure all customers are answered swiftly. Thank you for taking the time to write a response, it will help us improve customer experiences in the future.

“My oil was not delivered and the driver claimed there was a cracked tank - there is NOT. The tank gets checked regularly and this has never been flagged up before/ I have checked and taken a picture of where there is a ridge in the plastic but no crack. I would know! My biggest complaint is that I was not notified as a matter of urgency by the driver - he texts me to tell me he is due to deliver but not to tell me he has failed to deliver. Why? I was not at the property again until two days later and now I am back to an empty tank, potentially causing damage to my expensive regularly serviced boiler. Trauling back through email messages I find Boiler Juice sent me a message - which ended up in my spam - telling me of this problem, but again, why not give me a call to alert me? An empty oil tank causes damage to expensive boilers, not to mention inconvenience of no water or heating. Very disappointed in this lazy/ inconsiderate driver... most of my experiences previously have been good, but BoilerJuice has some weak links in the supply chain I'm afraid.”

Helpful Report

Dear Helen, We are sorry to see that your experience was not satisfactory this time. Our suppliers have a responsibility to make sure that they do not top-up any oil tank that they believe to be unsafe, this is due to the suppliers being liable for an oil spill. We understand your frustrations with communication, as stated in your review BoilerJuice did contact via email to inform you of the safety concerns with your tank which resulted in an attempted delivery. We acknowledge that an extra form of communication from the suppliers or BoilerJuice could have notified you of an issue with your delivery sooner and we will look further into this option. We apologise that your email went into spam, we are investigating deliverability of our emails to make sure this does not happen again. Your feedback is valuable and we can assure you customer satisfaction is a top priority. We have dedicated team members in BoilerJuice that focus on improving customer experiences and provide feedback to all departments. We appreciate that you have taken the time to write a review and thank you for your honesty. We once again apologise for your experience and we hope to see you back as a BoilerJuice customer in future.

“Shocking pricing. They charged me twice as much as their own advertised price when the oil price was plummeting worldwide. Terrible service.”

Helpful Report

Dear Pete, Thank you for taking the time to write us a review on Reviews.io. We apologise that your experience was not satisfactory. We have looked further into the issues you have raised in your review and we can understand your frustrations. We can see from your enquiries that you are unhappy with the price of your oil, due to the understanding that BoilerJuice would refund you the difference if the oil prices drop between your order date and your delivery. Unfortunately, this is not currently how our refund process works. As stated in our communications on the website, quote page and emails, if the price of heating oil drops further on the day that you order, we will refund the difference back to you. We are working on improving these communications for our customers to make sure their experience is not impacted negatively due to misinterpretation. BoilerJuice strives to give customers the best price for their heating oil and we would not want our customers to feel mislead or charged more than the quote they were originally given. We hope this has clarified how our guaranteed refunds due to daily price drop work. We will use all your feedback to help improve customer experiences and our communications in the future.

“this company are a bunch of liers. trying to cancel my order after two months of waiting for the delivery because the price of oil has doubled. nothing but thieves”

Helpful Report

“TERRIBLE customer service if something goes wrong. Oil was really bad quality and wrecked my cooker. Complained- Boilerjuice hides behind a wall of automated replies. Eventually, they claimed they had emailed me (after 4 weeks) - no email received!! AVOID THIS COMPANY”

Helpful Report

Hi Kieran, We are sorry to see that you have given us a one-star review. We have looked into your account, the suppliers communications with us and your previous communications with us. BoilerJuice would not want any customer to receive heating oil which is not good quality. If a customer states there is an issue with the oil we take it very seriously and investigate further. We have looked into your delivery, and we can confidently say that the only product that was on the delivery vehicle that day and the day before was kerosene. The fuel was collected directly from Valero Terminal in Plymouth on the morning of the delivery. Your delivery was in the middle of the driver load from that day, and there were a further 15 deliveries on that specific load. We are sorry to see that there is an issue with your cooker, but as we have had no other customers contact who received this oil we can conclude that the damage to your cooker most likely has arisen from another issue, not the heating oil we have provided. If you would like to discuss this further, you can contact a customer service agent on the live chat through our website. We appreciate the time you have taken to write a review. Thank you for your feedback and we will use it to help improve our communication with customers in the future.

“Ordered and paid for baby tanker mid April. Guy turns up in an oversized tanker first week of May and after a defeated shrug, goes away leaving us without our oil. Email BJ. Second delivery attempted, again in a smaller, but still not baby, tanker. Email BJ, get first ignored and the fobbed off then ignored again. Speak directly to supplier who tells me they've tried delivery 6 times, but funnily enough can't fulfil the order as they dont have a baby tanker!! Told to contact BJ, my heart sinks. Email BJ again. And again, and again and again, again etc. And still I get either ignored or fobbed off. And so it continues, for 4 weeks and counting dealing with Donna. At one point I'm told its been escalated to a manager as its now urgent. Sadly it seems to have been immediately de escalated as we're back dealing with Donna again. Donna seems very nice, but she's not getting this sorted! While all this goes on, two of my immediate neighbours get oil delivered ordered via BJ for a baby tanker at the same time I did. Driver disappeared without giving us a second look. Oh, and to rub it in, this morning I receive a new, unprompted BJ quote for nearly twice the amount I have already paid. WTAF? I don't really know where to go with this now so I try Facebook and no response. I've tried messenger and had no response. It's quite possibly the worst experience of customer service I've had (and I've had a lot of dealings with Vodafone over the years!). Soon we will be completely out of oil and that'll be it for hot water. We can cope without heating. For now. Come on Boilerjuice, sort it out! If you're interested it's order 2661866.”

Helpful Report

Dear Rob, We are sorry to see that your experience with BoilerJuice was unsatisfactory, we have looked further it to issues that have been raised in your review. We can see from our records that there were issues with the size of the vehicle needed to access your property. During the period you were attempting to communicate with BoilerJuice our customer service team were experiencing a high number of customer enquiries, as agents were unable to communicate by phone. This was due to the difficult decision to turn off our phone lines for customer service enquiries as our staff were working from home. This meant that our agents were unable to answer customer enquiries over the phone and we had limited staff monitoring social media. Due to demand and a change in handling customer enquiries, our response times were affected during the last few months. We sincerely apologise for the delayed responses and have made changes to tackle these issues. The supplier was also receiving a high number of orders which delayed their response to our staff. We now have monitoring put in place to make sure we work with the best suppliers in the business. We can see that your enquiry was escalated to management, who contacted the suppliers on the agent's behalf and was also escalated to senior management at the supplier workplace. We sincerely apologise for your experience and have made many improvements to make ensure customers have a positive experience in the future.

“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.

“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.

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 52%
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

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