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BoilerJuice.com Reviews

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
Read BoilerJuice.com Reviews

About BoilerJuice.com:

From the UK's First Heating Oil Price Comparison Service to the UK's Number 1 Heating Oil Marketplace
Founded in 2004, BoilerJuice was created by a group of friends who wanted to make ordering heating oil easier, cheaper and more convenient.

Over the past 16 years we've grown in size, but our core aim has stayed the same: To help you find the best heating oil price in your area, quickly and easily.

Visit Website

Location:

LDH House, St Ives Business Park, Parsons Green, St Ives,,
Cambridgeshire
Cambridgeshire
PE27 4AA

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BoilerJuice.com 5 star review on 12th January 2022
Emma
Anonymous
Anonymous  // 01/01/2019
Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Anonymous
Verified Reviewer
“An order was placed on 28.03.21, payment taken immediately, with a delivery on or before 14.04.21. Have chased several times with no information about when the oil will be delivered. Have received very good service in the past but have to agree with other comments, the deliveries are now unpredictable so unfortunately will not be using their services again. Would ask other people to be aware, is there something going on with boilerjuice that we are not aware of???”
Helpful Report
Good Afternoon, Thank you for your 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 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. Please be assured that when we were made aware of your situation, our team were working extremely hard behind the scenes with the suppliers to obtain delivery dates for any affected customers. 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
Dawn K
Verified Reviewer
“Boiler juice use to be amazing but as they've got bigger and if you dont order big amounts of oil you seem to go to the bottom of the pile. My delivery has been delayed by two days but I only discovered this after I contacted them. A friend of mine order after I did and had his delivery four days ago I guess because he order more than I and he only lives five miles up the road!”
Helpful Report
Good Afternoon, Thank you very much for your feedback, although we are sorry to hear that you feel our service is not as good as you have been used to. Please be assured that our suppliers in no way prioritise deliveries based on the quantity that customers have ordered. It may well be that your friend's order was coming from an alternative supplier to yours. Without looking at both orders it's hard to say for definite, but this seems like the most likely explanation. Once again, we apologise for any inconvenience which may have been caused by the delay to your delivery being made. If we can help any further, please do contact us. We do hope you will consider ordering with us again in the future. Kind Regards Customer Services
Simon F
Unverified Reviewer
“We have placed 6 orders with boilerjuice. 2 have been late and two have been short.”
Helpful Report
Good Afternoon, Thank you for taking the time to leave us your feedback. We are sorry to hear you have not been happy with all the deliveries you have received from our suppliers. Please be assured that any money from under deliveries is placed into your BoilerJuice Tank Account. Having looked at your account, we can see that the funds from your 2 under deliveries have been used as payment towards your next order placed. The funds will always be available for you to withdraw from the account back to your payment card at any time, or leave in the account to use against your next order, the choice is yours. If you are unsure how to withdraw your funds, please do contact us and we will be happy to help you with this. We hope this information is helpful, however if we can assist any further please do contact us. Kind Regards Customer Services
Anonymous
Verified Reviewer
“I ordered my oil through Boilerjuice with a delivery date of over 3 weeks. As the last day for delivery neared I ‘tracked my order”. It assured me my order was OK and that it would be delivered on or before the date stated. On the last day the delivery was due I contacted Boilerjuice via their online chat to ensure that the delivery was arriving on that day as my oil was running low. The assistant checked with the oil company and said that it would be with me at the end of the following week - not that day as I had originally been told! I asked if she could see if they could deliver sooner and come back to me. She closed the chat. I went back on the chat a little later hoping that they had contacted the oil company. I spoke with another assistant who told me my contract was with the oil supplier not them, and she closed the chat. My heating, hot water and oven all run on oil. I had to switch the heating off to ensure the oil didn’t run out - which would have caused even more problems. It snowed the next day!! So...... Don’t believe the on or before date you are given for delivery Don’t bother to track your order - this isn’t updated. Don’t think the help chat will help - it wont. Communication - POOR, customer service - POOR, overall experience - POOR.”
Helpful Report
Good Afternoon, Thank you for your 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. As you are aware, the supplier let us know that 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. We are sorry to hear that you were not happy with the service you received from us on our Live Chat service. This is not the experience that we look to offer our customers so we sincerely apologise for this. This feedback will be passed onto our Customer Services Manager to look into so we thank you for this valuable feedback as it allows us to improve our service moving forwards. 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
Anonymous
Verified Reviewer
“Ordered and paid for fast delivery. 12 days later still no oil. I had txt to say it would be delivered but apparently "the driver ran out of working hours". The customer service is shocking and they just don't want to know. The fact we have a small child and no heating doesn't seem to hit home. Never again.”
Helpful Report
Good Afternoon, Thank you very much for your 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 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. We are very sorry to hear that you were not happy with the service that you received from our Customer Service Team. Please be assured that we work very hard with the suppliers to obtain information for our customers regarding their deliveries. As it is the suppliers who route and, ultimately, make the deliveries, we do rely on information coming from them to pass onto our customers. As we have said, this is something that we are working hard on with the suppliers to improve. 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
Jen
Verified Reviewer
“I ordered and paid for 800 litres of oil on 14th March and received confirmation on the 15th March that my ordered would be delivered on or before 26th. By the 26th, the designated supplier had still not even scheduled in the delivery and now I am stuck. I've asked for the delivery to be rescheduled with another supplier as a matter of urgency (I have now run out of oil so no heating or hot water) but the only response I get from BoilerJuice is that they need to speak to the original supplier. I've asked for escalations so I get to speak to a manager..I am still waiting.”
Helpful Report
Good Morning, Thank you for your 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 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 apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services
Alexander J
Verified Reviewer
“Don't use this company. Paid £30 extra for the heating oil to be delivered the next day, it arrived 2 days later. Contacted BoilerJuice for a refund of the express delivery charge. 10 working days and nothing. Going to report to Trading standards”
Helpful Report
Good Afternoon, Thank you very much for taking the time to leave us your feedback. We are sorry to hear that your delivery was not made in the expected delivery window you paid for. Please be assured that our Supply Team are looking into this with the supplier and will come back to you directly regarding this. Please accept our apologies for the delay in this being rectified for you. Once again, we sincerely apologise for any inconvenience caused by this. Kind Regards Customer Services
Harry
Verified Reviewer
“My oil tank was part full when boiler juice arrived. It had capacity for 1125 litres to be put in. Boilerjuice charged me for 1225 litres. Riddle me this. How on earth did they fit it the extra 100 litres? Did they magically increase the capacity of my tank? I asked them about it and they got really shirty about it. Not using them again. Avoid.”
Helpful Report
Good Afternoon, Thank you for your feedback. We are sorry to hear you are were not entirely happy with your recent delivery. The Proof of Delivery ticket which we obtained from the supplier shows a printed, metered reading with 'start' and 'finish' amounts and also a printed confirmation of the total litres pumped from the tanker into your tank. These systems are checked on a regular basis by Trading Standards Officers who visit all depots and check the meters through their calibrated system to ensure the amount delivered by every vehicle is accurately recorded. We can assure you that no delivery driver would ever deliberately deliver oil to any place other than the customers tank which must be connected to a heating system. They are trained to ensure that spillages are kept to a bare minimum, if at all as this is a major environmental hazard. Had there been any oil spillage around your tank following delivery there would have been a strong smell from the fuel. Should you so wish, we are very happy to request the supplier contacts you directly to discuss this further should you remain dissatisfied. We ultimately want all our customers to be confident that they have received the order they have paid for. Once again, we sincerely apologise for any upset caused by this and if we can help any further, please do contact us. Kind Regards Customer Services
Anonymous
Verified Reviewer
“Boiler Scam!!! Avoid avoid avoid.. Worst experience and customer service I have ever received. Oil should have been delivered on the Friday paid an additional £30 for a speedy delivery service as we were running especially low. Friday comes no oils arrives - no update from boiler juice advising the oil hasn’t arrived for what ever reason. We call them ourselves on the Saturday morning waiting on hold for half an hour.. finally get to speak to someone they give some rubbish excuse and say it will be with me first thing Monday. Monday arrives no oil and no up date from boiler juice again. I call wait on hold for 40 mins get cut off and have to re dial I’m them on hold a further 20min before speaking to an advisor I explain the situation and ask to speak to the manager. The Manager never called back... I get a call back from the bloke in customer service advising the oil will be with me tomorrow (Tuesday). I was out on Tuesday and had no way of checking if it had been delivered - it hadn’t. Wednesday I wait until around 10am to call them again and explain whats happen I asked to speak to a manager I get put on hold the manger isn’t available will call me back. You can see the pattern no phone call from manager .. Thursday Iv ran out of oil so no hot water or heating.. I called again waiting the usual 20 of mins. Speak to an adviser my oil will be delivered Friday and a manager will call me back agreed my experience has been terrible. Friday - oils now a week late. ( I paid £30 for speedy delivery.) No call from manager I call around lunch time and am advised my oil isn’t routed for today advised I’m out of oil so no hot water or heating it’s cold.. was told a manager will call me back as soon as possible and my oil should be delivered on the Saturday morning first thing as an urgent delivery. 5pm on the Friday evening I still haven’t heard anything or had a confirmation email to confirm my delivery’s arriving in the morning. I call wait the usual 20 mins .. they can’t confirm it will definitely be there in the morning the manager is going to call me back at half past five when the phone lines are down as they are really busy. ( most probably with complaints) 5.35 comes no call but I have a email come through confirming my delivery for Monday which was never mentioned on the phone so I have been left over the weekend with no hot water heating and no explication. After a horrendous weekend, the oil eventually turns up on the Monday 10days late. I call and ask for an immediate call back from management or I’m happy to hold. I eventually received a call back Tuesday evening at 6.30pm. I tell her how how horrendous my hole experience has been, advised they don’t have any customer service no ones kept me in the loop no ones even attempted to return my £30 additional I paid for a speedy delivery. Let alone the cost of having to call out a plumber to bleed the oil through as it had ran that dry or the additional electricity spent due to needing heaters, or the hours I have wasted on hold and on the phone. If they couldn’t have offer the service they had advised I would have never gone with them. She honestly was annoyed at me for slating the company and advised I will receive the refund within 5 working days. This was the 2nd of March in true boiler juice style I haven’t received my refund.. 20th March. I believed they offer these amazing services and when they are late the are profiteering from the the poor customers never getting there money back it is disgusting. WHERES MY MONEY!!!!”
Helpful Report
Good Afternoon, Thank you for your 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. We completely appreciate your frustration around this. The supplier has confirmed that 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. A price reduction has been approved by the supplier due to the delay to your delivery being made. A refund has been processed today back to your payment card for the difference between the price you paid, and the Standard delivery cost at the time you placed your order. Please allow a few working days for these funds to show in your bank account. 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
Mrs T
Verified Reviewer
“I have had nothing but problems! you cannot get hold of them. The telephone contact number leaves you on hold for 20 mins then says sorry we're busy, try later and cuts you off. On the two occasions I have got through, to cancel my membership they say someone will call me back - they don't. You email them and get a reply saying they may take 5 days to reply - and then they don't! The people I speak to are nice but they are clearly so overstretched they cannot look after their clients properly. The one delivery I had from them was late due to the weather. Overall I would give less than one star. I am hoping someone from customer service will call me soon so I do not have to keep trying and then write further reviews. Take my advice - avoid.”
Helpful Report
Good Afternoon, Thank you very much for taking the time to leave us your feedback; we are very sorry to hear of the difficulty you have had in contacting our Team. Having looked at your account, we can see that a member of staff has been in touch with you directly so we do hope this is now in hand for you. Once again, we sincerely apologise for the inconvenience caused and if we can help you any further please do contact us. Kind Regards Customer Services
Anonymous
Verified Reviewer
“I can only repeat what has been said before. Money taken, delivery promised, but still no oil. Same old blah blah blah when you contact them, but still no oil. This is my last order through Boiler juice, will go direct to supplier from now on.”
Helpful Report
Good Afternoon, Thank you very much for taking the time to leave us your feedback. We are very sorry to hear you have not been satisfied with the service you have received. Having looked at your order we can see that, unfortunately, the suppliers vehicle was too large to make your delivery and so advised that a smaller tanker was required. As you are aware, the supplier did not have suitable sized tanker so the order was required to be cancelled and replaced selecting a 4 wheeler vehicle. Once again, we do apologise for the inconvenience caused by this and do understand the difficulty this can cause. If we can help any further, please do contact us. Kind Regards Customer Services
Kim W
Unverified Reviewer
“Never purchase Oil from this company as… Never purchase Oil from this company as they do not for fill on their promises and try to place the blame with the supplier. I have been with out oil for over a week due to them not delivering on time. When I contact them they say they are waiting to hear back from the supplier. I contacted the supplier who have delivered the oil after diverting one of their drivers on his way back to the suppliers depot. I also contacted Trading Standards who tell me that boiler juice is in breach of their contract with me, but boiler juice says its between myself and the supplier not boiler juice. But Trading Standards say if its boiler juice you pay directly the contract is with boiler juice not the supplier. I have had nothing but lies and un helpfulness when contacting them either via telephone or live chat answers are all pre rehearsed. I was promised call backs and emails and never received any. The only call back I received was when I told them I have been in touch with Trading Standards and also to claim the credit that they had got the oil delivered today, They were told that delivery was down to arrangements made by myself and the supplier this morning and nothing to do with boiler juice. I asked for compensation to help pay towards now having to call out a heating engineer to unlock and repair the damage caused by not having oil due to non delivery I was offered a £10 voucher to be added to my account for next delivery. Complete insult to injury. Safe to say I will be going direct to supplier in future and following up with Trading Standards”
Helpful Report
Neil
Verified Reviewer
“Shocking practices and customer service,.. Oil delivery no-show,. NO customer service telephone line,.. 'Live chat' is a pre-rehearsed blaming of the 'supplier' and empty promises of an e-mail in reply to your question or complaint,. Simply the worst, most dysfunctional company I've dealt with in a very long time.. BEWARE!!”
Helpful Report
Good Afternoon, Thank you for your 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 apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services
Anonymous
Unverified Reviewer
“I definitely will not be using this company any more. The last three times I have ordered oil it’s arrived late. This time not only will it be four days late but I will have run out. Partly my own fault for believing they could not actually do the same again. How wrong could I be. Absolutely useless”
Helpful Report
Good Afternoon, Thank you for your feedback. We are really sorry to hear there there have been delays to your deliveries being made. 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
Anonymous
Verified Reviewer
“Money taken, no delivery and no communication. Long waits to speak to someone and no effort to resolve. Boiler juice blame their suppliers or COVID 19. However, the fact is its very cold outside we will need to ration our oil use this weekend- Thanks guys. We are still working, shame your company can not keep up.”
Helpful Report
Good Afternoon, Thank you for your 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 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
Mr J
Verified Reviewer
“Ordered Oil over 3 weeks ago and failed to deliver contacted by email and automated response saying they will get back to us in 5 Days so contacted by their chat facility to be told we can’t contact supplier and advise when your oil will be delivered Absolutely Diabolical customer service”
Helpful Report
Good Afternoon, Thank you for your 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 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
LM
Verified Reviewer
“I've been a customer for several years but the service has gone rapidly down hill over the last 2 years. I signed up to their connected service and paid for an engineer to fit the oil monitor. They posted the monitor to me but no one contacted me to fit it. I chased them several times but no response. In the meantime my oil ran out leaving me with no heating for a few days in the middle of winter and unable to contact them. I contacted an alternative company who delivered my oil the following day and at a cheaper price than Boiler Juice! Throughout this time Boiler Juice continued to take money each month out of my account. Eventually I cancelled my direct debit and then miraculously someone contacted me. I cancelled my account and returned the oil monitor (still in box) but 3 weeks and several unanswered emails later I am still awaiting a refund. Not impressed and will definitely not be using them again - avoid at all costs!”
Helpful Report
Good Afternoon, Thank you very much for taking the time to leave us your review of our Connected service. We are really sorry to hear of the difficulty you have experienced. We would like to assure you that your comments have been passed onto our Connected Team to review. We would like to extend our apologies for any inconvenience caused by this to yourself and your family, if we can help any further at all please do let us know. Kind Regards Customer Services
Angus M
Unverified Reviewer
“Awful. Unable to resolve missed deliveries, they provide nothing more than a website and payments system for which they take a significant cut of the cost of the fuel. Better to go straight to the vendor, they are cheaper in my experience and take greater responsibility for there performance. BoilerJuice are powerless to help and have no processes in place to rectify issues.”
Helpful Report
Good Afternoon, Thank you for contacting us, and for your comments regarding our prices on the website. Unfortunately, we can only quote the prices on the website which are provided by our network of suppliers. Please be assured where possible we keep our prices to a minimum. However, prices do fluctuate quite considerably from day to day and between locations. We are sorry if we could not provide you with a suitable price on this occasion but please do not hesitate to continue checking our current prices at www.boilerjuice.com. Kind Regards Customer Services
Anonymous
Verified Reviewer
“This company does not care about its customers. Failed delivery due to a split tank yet did not communicate this for 4 days! That has to be a health and safety breach and unacceptable! The oil deliverer didn’t not even leave a note or bother to knock for a socially distanced warning and BoilerJuice spout a load of twaddle about Covid not allowing them to do so...really? So Covid rules overcome my and my neighbours safety when there are always to overcome the Covid situation by just leaving a note! So 4 days on and a Friday teatime I get told by email of this issue so all weekend to worry and a £35 charge that turns into almost £40 for an admin charge that is non refundable! I won’t be using this company again and I will not be recommending them to anyone!”
Helpful Report
Good afternoon, Thank you for your feedback. We are sorry to hear of the difficulty you have experienced with your recent order. We were contacted by the suppliers to advise us that the driver was not able to deliver your order as you said in your review. The reason was because the driver noticed cracks in your tank & deemed it unsafe to deliver into. If the driver had delivered your order then there was a risk of the tank splitting. We contacted you as soon as we were made aware there was an issue with your delivery. We can only apologise that your delivery was not made, every effort is made by the supplier to complete all orders in full, but the drivers are responsible for ensuring it is safe to deliver to a tank. Once again, we apologise for the inconvenience caused and if we can help any further, please do contact us. Kind Regards Customer Services
James
Verified Reviewer
“Trying to cancel my account cos the monitor is unpredictable to say the least, all paid up for previous deliveries but now being asked to pay nearly £50 to cancel? What a scam, don't go near them!”
Helpful Report
Good Afternoon, Thank you very much for your feedback, although we are really sorry to hear you are unhappy with the service you have received. We have passed your feedback onto the Connected Team and asked that they make contact with you directly regarding this. Once again, we apologise for any inconvenience this may have caused you and we really hope we can improve the service we offer you moving forwards. Kind Regards Customer Services
BoilerJuice.com is rated 3.3 based on 1,016 reviews
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