Name: BoilerJuice.com
Address: LDH House, St Ives Business Park, Parsons Green, St Ives,, Cambridgeshire, Cambridgeshire
Rating: 3.26

“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.

“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.

Shipping & Delivery
Delivery Methods	Own Driver
Customer Service
Communication Channels	Telephone, Email

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