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.

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Location:

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

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BoilerJuice.com 5 star review on 12th January 2022

Emma

Anonymous

Anonymous // 01/01/2019

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

“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.

“The price was 60% of that quoted on the same day by my (ex) regular supplier. I thought I could put up with a little bit of hassle to save that much. But I didn't have to. The delivery was exactly as promised.”

Helpful Report

“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.

“Great service and good price I use Boiler juice to supply my oil an my elderly neighbour Have used six times an no problem SMS message from driver is very useful. B Samuel”

Helpful Report

“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.

“Very happy with this company.”

Helpful Report

“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.

“Easy to order brilliant price and very good delivery thankyou”

Helpful Report

“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

“A+ service as always”

Helpful Report

“A+ service as always”

Helpful Report

“I found dealing with BoilerJuice very frustrating! I had to ask three times for an invoice!”