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BoilerJuice.com Reviews

3.4 Rating 975 Reviews

59 %

of reviewers recommend BoilerJuice.com

Company Reviews

3.4

Based on 975 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 56%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	3.3 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

Anonymous

Anonymous // 01/01/2019

Filter: None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Do not use this service, they do not deliver..on time amd them charge YOU for a refund although they cannot deliver. Everyone should report this to trading standards, if they don't deliver and then charge you a fee for a refund, this is not legal. DREAFFUL COMPANY”

“My order was requested on 21/3/2924 & delivery date advised. Monies were paid on 21/3/24 but did not receive my delivery When I enquired I was told to dip my tank for proof. Customer service not up to standard. Very annoyed… now out of pocket for £336 & no oil. Have closed my account with them .SO PLEASE BE AWARE.”

“Ordered over two weeks ago so outside the contractually agreed delivery date now but no oil and no date for delivery, have dealt with Boiler juice for over 15 years but the standards are definitely slipping so this will be the last time I order from them I am very nearly out of fuel I just wish I had read the recent reviews before I ordered.”

“Ordered oil. The driver couldn't deliver as, so say, the entrance was to tight, the entrance is 2.85 metres well with in the 9 feet. I have had countless tankers, skips, Luton vans delivery to me. I had to call and find this out myself, if I hadn't called/messaged I would still be waiting. In the meantime, oil ran out. So, no heating. I rang Boiler Juice to be offered a refund out of which they deducted £11. As a service charge!! Very poor and rude customer service Never again”

“Horrendous, 5 no shows of oil deliver when paid for and my tank very low, disgusting customer service would never use again, caused so much stress. Going with Devon Fuel good customer service I can relax and be warm.”

“I have been a loyal customer of BoilerJuice for many years even advocating their service to others. Over the past few years I’ve noticed the service delivery decreasing. I have been using the connected service, where they specify the direct debit amount and monitor your tank so you don’t run out. Although on 3 occasions I have run out leaving myself and my family without hot water or heating, and resulting in higher charges for emergency delivery and plumber call out charges. BoilerJuice take no responsibility for this, and have stated they only top up if you have sufficient credit for an order. They don’t make any attempt to call or contact in any way to let you know you are running low or that they cannot order, they just don’t. Also if you aren’t careful they will place orders for high volumes at high prices, they were never supposed to do this, the point was they monitor and arrange deliveries in time and at the lowest cost. And if you cancel a delivery they place at high rates, they charge you a cancellation fee. It is clear from me that they just aren’t the agile business they were. I have written complaints to the senior management team and no one replies apart from a customer service person who’s options to help are very limited. After many years I have just cancelled, it seems if you talk to your local supplier they can give you great prices anyway, and seem to actually want to help and give you good service. A terrible shame, I gave them many opportunities to work with me to rectify this or at least pay for my plumber fees, but no, they seem comfortable losing business. I’ve given a 2 but right now that’s 2 too many really.”

“Terrible service. I wish I'd checked the reviews earlier. Ordered from them as they could deliver quickly despite being slightly more expensive than NRG. Ironically NRG are who they used to make the delivery. They arrived on the day in a tanker the same size that has delivered to us and our neighbours many times before, only for the driver to say it was too difficult for him and he'd arrange a smaller tanker. Didn't hear anything from them and then had a cancellation email 24 hours later from Boiler Juice who also held back £40 non delivery charge !! Spoke to Boiler Juice on repeated occasions and they acknowledged they had used that same size tanker in the past but said they would look into it with NRG and ring me back. Heard nothing and chased them again. Again was promised a call back and didn't hear from them yet again. In the meantime we ran out of oil. Rang local suppliers and have just had a delivery from Stevenage Oil who were very helpful and I would highly recommend. (same size tanker). Four days later, 2 emails via their customer service link that they haven't replied too, and I am still waiting for the refund of over £1000 and to hear what they are doing about the non delivery charge. SHOCKING SERVICE AND COMMUNICATION”

“Have ordered oil with standard tanker and no problems for 14 years. Tinknells fuels sent driver who could not manage single track lane and claimed manhole cover looked weak. Charged me a fee of £40 and no delivery of oil. Boiler Juice took fee from refund - spoke to Tinknells Avonmouth Depot manager Nick Locklear who could not have cared less - rude and no customer service at all. Boiler juice have lost a customer through Tinknells fuels and also their handling of this matter as they know the history of my oil orders.”

“Atrocious company to deal with, displaying very questionable practices. My experience echoes other 1 star reviewers. Order placed early Jan, delivery date comes and goes with failure and no communication. You are left chasing Boiler Juice for updates and promised call backs which you don't get. The supplier don't help and abdicate responsibility back to Boiler Juice. In the end I had to cancel after waiting nearly a month for my order and I am STILL waiting for a refund. I have had to chase with complaint emails and phone calls four times to get my full refund back, despite being told before that they had processed it. At this stage I am considering opening a County Court claim for the money and advising everyone I know at every opportunity to steer clear of this abhorrent company.”

“I share the frustration of ordering heating oil through BoilerJuice. Having placed and paid for an oil order on 13.1.24 for delivery 'on or before 19.1.24', the date passed without delivery. I subsequently received texts confirming BoilerJuice delivery dates of 22nd and 24th Jan, Ist, 5th, 7th and 8th February 2024. Twenty-one days after the first order was due, seven confirmed deliveries had failed to materialise. I rang BoilerJuice Customer Services countless times and requested the matter be escalated to a Manager as a complaint - that process takes up to 48 hours (no callback 48 hours later). Eventually, I had to turn the boiler off and cancel the order - should've done it weeks ago but I was stuck in a loop of receiving and trusting in delivery confirmations which didn't subsequently happen. I also spent many hours of pointless BoilerJuice telephone/email chasing and believing reassurances. I was astounded when BoilerJuice customer services told me the only way to get a current order prioritised is to run out of oil and submit a photo of the tank to prove it. I was equally surprised to learn that I was wrong in thinking that as BoilerJuice had processed the transaction and taken my money, my Contract was with them. It turns out that at the point of sale, the Contract moves to the Supplier who, and this isn't at all helpful, BoilerJuice customer services can't talk to. Equally, the Supplier deflects customer enquiry orders back to BoilerJuice Customer Services due to GDPR compliance. So, if you have a problem with your oil delivery, you're stuck between a rock and a hard place. BoilerJuice has been an appalling customer service experience as well as being costly (I've had to pay an emergency delivery fee on a replacement order and it stings that BoilerJuice will likely have earned interest on my money).”

“I have used Boiler Juice successfully on previous occasions but I ordered a top up on the 8.1.24. I received notification on Monday 22nd that it would be delivered on Tuesday 23rd. On Tuesday I was told tanker had broken down and it would now be delivered on Friday 26th. By 4pm on the Friday there was no sign of the oil so we rang and were told it would be delivered by 6pm. At 5pm we received an email saying delivery would now be on Sat 27th! Nothing arrived on Saturday. Monday morning rang Boilerjuice and they said it would now be delivered on Tuesday 30th. It didn't arrive so we emailed Boilerjuice (as it was gone 5pm). On Wednesday we had a reply saying the suppliers reckoned we needed a baby tanker and they didn't have one so they cancelled our order. Refunded some of our money (excluding service charge) to our tank account and that was it!! They eventually agreed to refund the missing service charge but wanted us to reorder the oil - the price now being much higher than it was on 8.1.24, plus we would have to pay for an emergency delivery now!!!!! I obviously need to order more oil but never again from Boiler Juice so I have cleared my tank account and cancelled the payments. There is no requirement for a baby tanker for our delivery - we live on a main road with a driveway that has no trouble accommodating a 10 wheeler septic tanker but boilerjuice were not interested in what I had to say - blaming it on their supplier. As a result of their inefficiency we are now out of oil and waiting for a new delivery. Do not use Boilerjuice - do the research yourself and you'll get just as good a deal direct with the supplier.”

“i ordered 600 litres of oil with boiler juice, and 2 days later got a text from Certas to say they would be delivering i phoned them to say that i would not be home that day, then received a text from Boiler juice to say certas energy had delivered 1 litre of oil which is impossible !!! i then phoned boiler juice to say nothing had been delivered and they say the problem is with certas and not them even though i paid Boiler Juice, they now have cancelled my order, i called to say please redeliver and they said they couldn't and i had to pay another £80.00 to place another order as oil had gone up!!! in the meantime i still haven't received my refund, so cannot order any more oil until i get this refund!! DO NOT USE THIS COMPANY !!!”

“Having used Boiler Juice for many years, I ordered some oil from them, which was due to be delivered around the 24th January 2024. on the 15th of January, I was told they were delivering on the 16th. On the morning of the 16th I get a text to say they are 2miles away and would be with me in five minutes. Due to the short notice and new date, I was unable to take the delivery as they had to enter the property. I have now lost my delivery as they are not in the area again. I will not be able to reorder for another 2/3 days when they have returned my money and I have to start all over again. I have also been fine £40 I think this is deeply unfair and this should be made clear when making the order, ie,that they can come at anytime and expect one to be there constantly. I am not sure how this system is effective if people have to go to the office. I should like to warn others of my experience with Boiler Juice. Susan Hereford”

“I was surprised to see so many bad reviews until my last experience with Boilerjuice, suffice to say, would never use them or Certas energy again. Ordered and charged at the beginning of December, my order was cancelled after three weeks without a valid reason but the full amount i paid was not reimbursed and no matter how many times i have contacted them there has been no response. Plenty of other companies out there so why use this one with such an uncaring attitude.”

“Failure to to deliver and cannot get a new delivery date from them. They keep saying taken off load. After repeated telephone calls still no delivery date.”

“I was moving into a new property, oil heating, order put in for the 11th Dec , then told it was 12th Dec now today stating it will be delivered before or on 18th Dec? My home is frigid cold , I have a spinal injury which impacts on my mobility- laying here freezing to death but apparently according to their own email as follows: We're sorry to tell you that your heating oil order has not been delivered as expected, due to resource issues. Like you, many of us at BoilerJuice live off-grid, so we truly understand how important timely delivery is. We are aware this order is already running late and appreciate this may be frustrating. Rest assured, we're actively working with your supplier to get your order back on track and into your tank. Your oil order will now be with you by the 18th of December, 2023. We completely understand how frustrating this can be. For a smooth and successful delivery please ensure access is available. Thanks for bearing with us during this time. We're committed to doing the right thing for our customers, always. Thank you. Customer Service, BoilerJuice. Actually I don’t live off grid at all in the middle of a village actually?warning you buyers this is the reception you receive when your order doesn’t arrive? I’m a poorly person, this has all been fully explained, in a new area miles from my family so if found dead from hyperthermia- Boiler Juice helped! This company are just greedy, have absolutely no regard for customers and I’ll be buying my oil elsewhere in future! Disgraceful way to treat the elderly and vulnerable!”

“Boilerjuice have somehow obtained my email address, after I visited my elderly mother. My mother gets boilerjuice emails almost daily, yet has not used boilerjuice for many years. My mother uses CPS fuels, who have provided my mother with a better service. Personally I dont even use oil! I am trying to find out how boilerjuice fraudulently obtained my email address. Unfortunately I now also get sent daily emails from boilerjuice.”

“Unfortunately the service that this company gives is terrible. We had missed delivery because the driver was unable to find our house. When I queried why the driver did not phone I was told drivers were not allowed to have mobile phones due to Health and safety. When the delivery was made I asked the driver and he laughed and said they use that excuse but it isn't true. Now I have an order and need to be around to sort the access. However they are unable to give even a rough time for the delivery. I know the service is absolutely awful as they have disabled their Google reviews a year ago as everyone was giving them terrible feedback.”

“When you find a gate closed LEAVE IT CLOSED. My dog ran out, and almost ended up under a tanker. Saved by a neighbour. What? Are your delivery people so stupid? Another company in future.”

“PLEASE READ MY REVIEW BEFORE ORDERING FROM BOILER JUICE: You don’t really know what a company his like until you have a problem,Most of the positive reviews on this site are based on a computer doing its its job. You go on line , find a a favourable price , order , pay and your fuel is delivered . I would suggest that most favourable feedback is based on a computer doing its job, with no or very little human intervention. But what happens when things go wrong ? You only really know how good or bad a company is until there is a problem. Hopefully you are still reading , so I will share my experience based on my last order . At this stage I would like to inform you that I have been a loyal Boiler Juice Customer. When you order form boiler Juice you are charged £10.00 in addition to the cost of the fuel , so a 500 LTR order increase’s the cost by £ 0.02p a ltr. Delivery timescales are not always met . I ordered my fuel on the 30th August but it was not delivered until the 21st September . If you ask to be informed when the delivery is going to be made in my case it did not happen , so when the driver turned up the lock on the tank had not been removed. Although I was at home when the delivery was attempted, the driver did not knock on the door to ask for the lock to be removed or call me . When I queried this with Boiler Juice I was informed that drivers are not required to knock on your door if they have a problem and some drivers do not have a company mobile phone . The driver did not leave a note to say a delivery had been attempted ( before 07:20am ) and i was not made aware this attempted delivery until the afternoon. The e mail also said that I would have to pay a £40 redelivery charge. After some conversations with Boiler Juice I was told that unless I paid the £40 redelivery charge I would not receive my order , so basically my order was being held to “ransom” . I have complained in writing but to date no response. I have also written to their CEO , but again no repsonse. Frustrated I agreed to pay the £40 redelivery charge. After reviewing the order confirmation form again it clearly stated that a non-delivery fee of up to a £35 being applied. I queried this with Boiler Juice and was give a £5.00 credit. So after paying the redelivery charge I waited for delivery to be made. The latest delivery date was supposed to be the 18th Sept , but not been given any confirmation of when the delivery was going to be made I contacted Boiler Juice supply operations on the 14th September . I received a call to confirm that the had spoken to the supplier and the delivery would be made by the 18th Sept. Guess what , on the 18th no notification and no delivery . I spoke to a member of the customer service team on the 19th who informed me that the my order was scheduled for delivery on the 20th .Guess what …….No delivery . I contacted the customer services team again who informed the delivery was for planned for the 21st. Although the people I spoke to on the customer services team were really nice , they did not provide firm answers . I was told that there “hands were tied” .Boiler Juice seem to think that once you place an order with them and they pass the order on to an oil supplier any issues are not their problem . My view is that If I place an order with a company and I pay that Company then they have full responsibility for that order . In the end I spoke to the oil company who Boiler Juice had given my order to . Great service , they confirmed when the delivery was going to be made and arrived as stated. Hopefully you have got this far , so are now have my view on what Boiler Juice are really like . i would suggest that you contact some of your local oil companies direct ( at the end of the day these are the people that Boiler Juice use ) to get a price . You may need need to negotiate and you may pay a little bit more , but in my opinion you will get a much better service”

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BoilerJuice.com is rated 3.4 based on 975 reviews