BoilerJuice.com Reviews

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

3.3 Rating 1,010 Reviews

57 %

of reviewers recommend BoilerJuice.com

Company Reviews

Metrics

Info

3.3

Based on 1,010 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 53%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	3.1 out of 5
Returns & Refunds
Refunds Process	Difficult

About BoilerJuice.com:

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

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

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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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

“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

“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

“Nice and easy to join and set up Connected. Kept informed at all stages so no complaints so far👍”

Helpful Report

“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

“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

“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

“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

“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

“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

“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

“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

“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

“Monitor not working correctly, giving false readings. Unable to speak to anyone about the problem as nobody will answer the phone. Have wasted hours hanging on the line. Not impressed and intend to go elsewhere in future”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, we are really sorry to hear your Connected monitor is not working correctly. We would really like to look into this further but unfortunately have been unable to locate your account from the information provided. If you would like to provide us with your postcode or a previous order number we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our sincere apologies for any inconvenience caused. Kind Regards Customer Services

“Ordered oil online. Advised that oil was due to arrive on or before 25 Feb, emailed by Boilerjuice to say delivery would come on Wednesday. Did not arrive so tried to contact Boilerjuice but impossible .to get through. Tried the supplier but did not want to know and referred us back to Boilerjuice, Delivery promised for following Monday but still not arrived. Totally unsatisfactory, and when I asked for a refund said I would have to contact the supplier as it had nothing todo with them! Absolutely appalling service and still no joy”

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 making contact with us to cancel your order. 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 can see that you received several notifications that your delivery was due to be made which did not arrive, we absolutely understand the inconvenience this can cause so sincerely apologise for this. We are sorry to hear that you had difficulty in contacting our Customer Service Team. This is not the level of service we like to provide to our customers, and we do take Customer Service very seriously. We are experiencing very high levels of contact currently on the telephones and via email and we try our hardest to respond to all customers in a timely manner. We can only apologise if this was not your experience of contacting us. 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

“Having still received no promise of a delivery date, four days after the supposed last possible date, I went to check on local oil companies and saw that their prices for both standard and express delivery were actually lower than Boiler Juice’s!! So their claim to save their customers hundreds of pounds is a complete fraud!”

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. With regard to 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 hope this information is helpful, however if we can assist any further please do contact us. Kind Regards Customer Services

“I have used Boilerjuice for nearly 5 years but they have lost me as a customer now. You used to be able to call and speak to someone who would give you an update or chase the supplier. Not now! Oil is overdue. Ordered two weeks ago so not an urgent order in the systen. Difficult to find a contact telephone number. Silly chat option, with bog standard responses telling you to wait until the end of the day. When I did finally get through I was told it has to go to a team leader to check with the supplier! It’s a Saturday, so that’s no response until Monday now. The recording while you wait is all about how much they value customer care, well, I think they need to look at that Credo and do something about it if they really do.”

Helpful Report

Good Afternoon, Thank you very much for your feedback, although we are very sorry to hear you are unhappy with the service you have received from us recently. We are sorry 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. Customer Service is extremely important to us at BoilerJuice and we are sorry you feel that your issue was not dealt with correctly. We can assure you that any feedback we receive from our customers is looked into and taken seriously. Only by listening to our customers can we improve their experience when using BoilerJuice. We are experiencing a period of sustained demand at present and are working very hard to respond to all customers in a timely manner. We can only send our sincere apologies if this was not your experience of contacting us, but we thank you for your feedback so we can look to improve this moving forwards. You are welcome to contact us by telephone on 01480 775454 but please be aware our telephone lines are often extremely busy. Our telephone & chat lines are available 8am-5:30pm Mon - Fri and 9am-1pm Saturdays & Bank Holidays. We hope this information is helpful and we once again thank you for your valuable feedback. If we can help any further, please do contact us. Kind Regards Customer Services

“A smoke screen. Order due today but the web site states they are still waiting to hear from the supplier. The are the supplier when they sell you oil with all the promises but when it goes wrong they go quite and pass the title of supplier to the company who actually deliver the oil. I must stopping using these clowns.”

Helpful Report

Good Morning, 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. 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

“Efficient & effective company, with far better prices than my previous supplier of heating oil.”

Helpful Report

“Terrible service take your money and do not deliver now days passed delivery date no one answers the help line and Watsons Fuel who are the suppliers are not much better They answer the phones but can't help you Do not use this company Trading standards will be alerted to their business practice's”

Helpful Report

Good Evening, We are really sorry to hear your delivery was not completed within the time specified by the supplier, leading to the subsequent cancellation of your order. 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 are sorry to hear that you had difficulty in contacting our Customer Service Team. This is not the level of service we like to provide to our customers and we do take Customer Service very seriously. We are experiencing very high levels of contact currently on the telephones and via email and we try our hardest to respond to all customers in a timely manner. We can only apologise if this was not your experience of contacting us. 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

BoilerJuice.com is rated 3.3 based on 1,010 reviews