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

“Specifically opted out of marketing emails. I’m now emailed daily with marketing emails in contravention of GDPR. You can’t get through to them on the phone. Email complaints ignored. Trying to unsubscribe doesn’t work. Have formally complained to the Information Commissioner’s Office because they’re breaking the law.”

Hello Gareth, Thank you for providing a review. We are sorry to see that you have experienced issues with unsubscribing from our marketing emails. The email address you have provided from this review we have located an account on our system. We will be removing this manually from our systems and this will be completed urgently. You will no longer receive marketing to this email address. If there is another email address you have associated with a BoilerJuice account please let us know and we will also manually remove this. We apologise if this has caused you any inconvenience and will look into the unsubscribe issues that you have experienced further with our technical team.

“Worst company in the world in every way. Don't read Trustpilot as they are mostly fake. AVOID!”

Hello, we are sorry to see that your experience with BoilerJuice has not been satisfactory. Due to no order number or name being provided in this review, we are unable to contact you to find out more about the issues you may have experienced whilst using our service. We can assure you that our Trustpilot reviews are not unreliable and are written by customers who have used our service. We apologise that we were not able to provide you with a positive experience. If you would like to provide feedback or discuss your review further, you can contact us through our online customer enquiry form found at https://www.boilerjuice.com/enquiries/.

“Checking local suppliers 16.3.20 I found that this company is engaged in rampant profiteering. One company, The Heating Oil Club offered 1000 litres for £327 whilst BoilerJuice was £435. Stay way from them.”

“Really disappointing experience. Paid extra to have it delivered on a particular date as we had a changeover day. On the day we get an email to say the driver tried to deliver but couldn't find the property - no phone call, and during the order process, What3Words was provided as asked for which shows the location of the actual tank to within a square meter. I ring BoilerJuice and they say it has to be cancelled and re-ordered at todays rate - they refunded the card around £14 short and said that it is a non-refundable service charge. The person on the phone was not willing to help and despite us having provided all the information required, we did not recieve the service we paid for and are not entitled to our money back. Will use heatingoilclub going forward as we have never had issues like this with them.”

“AVOID - Had exactly the same issue as other one star reviewers. Order was paid for and scheduled for a date, nobody arrived. Had an email 6 days later stating tanker had visited but had (unsustained) concerns about the tank and access - we have cameras on the property, no truck ever arrived, never had any issues with the access to the tank with any previous delivery. Poor service - deceptive. AVOID”

“My connected account was closed early March as it had been nothing but a problem from the start and I’ve been waiting for my refund ever since. It is now 22nd April. They even had the cheek to subtract a further £5.99 admin fee from the amount owed. No one answers the phones, no one answers the live chat, no one responds to e mails. Avoid at all costs, I’ll never use them again”

“If you don't need to contact the company the service is great. If you have a problem, forget it! They are impossible to call and the so called Live Chat doesn't get a response. I've used them for years with no problem but customer service has crashed recently. I think I'll go elsewhere”

“Very poor. No telephone contact available, tank monitor is way out of calibration. I've emailed twice and had no response.”

“Absolutely joke! Oil hasn’t been delivered, left us with no heating in the winter. With small child in the house. Customer service doesn’t give a damn about situation. Supplier was Certas energy, they were rude over the phone. Will never use them again. I don’t recommend them. Con and disgusting attitude.”

Good Afternoon, Thank you for taking the time to leave us your feedback. We are sorry to see you have left us a 1 star rating. We do appreciate any feedback as it allows us to assist with any issues. We can see that you placed a standard 10 working day delivery order for expected delivery on or before 10th February, meaning that your delivery can be made any one of those 10 working days between the order being placed & the expected latest date for delivery. The Supplier provides a more competitive price for the standard delivery option as they can deliver when they are in your postcode area, so this will be the reason that your order arrived on 10th February. We hope this helps explain how the delivery process works, however if we can help any further please do contact us. Kind Regards Customer Services

“Utterly appalling service from a previously-good company. Paid for 1200l oil three weeks ago to be delivered last Friday. No oil. Then told it would be Monday. Still, NO OIL. It is now Tuesday afternoon and we have been pressing hard for an explanation - can't get anyone to call us back - no communication. Utterly DIRE service. We have had to buy two lots of emergency oil at great expense. Will not be using again. Avoid BoilerJuice.”

Good Afternoon, Thank you very much for taking the time to leave us your feedback, although we really are very sorry to hear of the difficulty you have experienced with your delivery. Having looked at your order we can see that our Customer Service Team have been in touch with you directly to look to resolve your dissatisfaction so we do hope that this is now the case. Once again, we sincerely apologise for any inconvenience & upset caused by this. If we can help any further, please do contact us. Kind Regards Customer Services

“1000 liters ordered on the 13/12/20 and delivery date given as the 30/12/20. Received a text and email on the morning of the 30/12/20 saying oil was out for delivery. Come 16:30 I contacted boiler juice as there was no delivery. No answers just an apology, no reason, just saying it was now tomorrow. If they knew that then why wasn't I informed, why did I have to chase them? This is the second time a delivery date has not been met!”

Good Evening, Thank you very much for taking the time to leave us your feedback, although we're really sorry to hear you were unhappy with the service you received. Having looked at your order, we can see that, unfortunately, the supplier reported that the driver did not have enough product on board the first day your delivery was scheduled, which was the reason your delivery was not able to be made. The supplier then rescheduled your delivery for the following day. 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 if 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. 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

“Ref 2613365. Horrific customer service . Email below sent to them today. I am shocked and appalled that nobody has bothered to contact me yet. I have sent 3 messages over 5 days regarding this order asking for an update and so far have received no reply at all. There is little point in saying you will not take calls and to only use this form if you do not respond to messages. I have an 86 year old who suffers from Alzheimers in the house who is unable to have heating due to this ridiculous delay! You have had my money since the 13th of April and had promised delivery by the 5th of May. Today, in case I need to point it out, is the 7th. Not only is the order delayed and overdue, you have chosen to not update me in any way as to what is causing the delay, not to apologise and not to let me know an approximate delivery date so I know how long we will have to manage with sharing an electric blow heater. If I do not hear from you with an update by the end of today, I will have no choice but to leave a truthful review on every review site I can find as well as referring you to trading Standards for your complete incompetence and breach of contract. I apologise in advance to the poor soul who gets to read this but to say I am fuming is beyond an understatement. Thing is I have spoken to the local supplier (they really don't want you to do that...wonder why) and they were incredibly helpful and have said it is up to boilerjuice to route the delivery. Absolute rubbish blaming the suppliers and sickness and lack of driver. Boiler juice is just rubbish. On top of that, just to be sure I got a quote for a new order yesterday from boiler juice and the local supplier. Guess what? Local supplier was cheaper. STAY AWAY AND GO DIRECT!”

Dear Chris, We are sorry to see that your oil delivery did not arrive in the expected time frame. Some suppliers have been experiencing delays with their deliveries, but we are working with them to inform our customers about any delays as quickly as we can. Due to the government recommendations, our customer service team are working from home and therefore, only able to answer customer enquiries via the online form. We have seen an increase in customer enquiries which has impacted our response times. We acknowledge that our communication with you could have been better and to help tackle this issue in the future, we have hired more staff to answer customer enquiries. We appreciate your frustrations for your mother and we can assure you, we never want our customers to go cold especially those who are the most vulnerable. Regarding your conversation with the local supplier, BoilerJuice does not route oil deliveries. Once the customer has processed their order, this is allocated to a specific supplier with a timeframe which they can deliver in. The supplier then routes the customer's order, this is then updated on our system. The system should then send the customer an automatic email which notifies them that their order is routed and state the expected date for delivery. We apologise that there seems to be confusion around this matter and hopefully explains more about the ordering/delivery process. Our team will only share what information has been provided by the suppliers when a delivery is late. We have great working relationships with our suppliers but to make sure we work with the best, we do have a monitoring system and make a record customer mentions. We would never want to be seen as "blaming" our suppliers and we support each other to make BoilerJuice work as a service. Unfortunately, delays can happen for a range of reasons and we are there to assist both the customers and supplier to make sure the service is provided to a high standard. We are sincerely sorry for your experience and will use all your valuable feedback to help improve customer experiences in the future.

“I am writing this review purely because I can get no response from Boilerjuice at all and it's the last thing i can think of to try and get a response. I placed my first order for delivery no later than Friday 1st May. Asked for contact prior to delivery. Now Sunday 3rd and despite 2 emails and not being able to get through on the phone, still no oil or contact. I appreciate that orders are bound to be high and we are living in difficult times but they still could take the order along with my payment quickly enough!! As they have not delivered within the agreed time I'm hoping that my oil will be available at the now lower price?? Will someone from Boilerjuice please respond??”

Hi Mark, we apologise that a customer service agent did not contact you promptly. Our team have seen an increase in customer enquiries and are trying their best to answer everyone as quickly as they can but the increase has caused our response times to be longer than usual. Our customer service agents are not available on the phone as they are working from home but they can be contacted through the online enquiry form. We understand your frustrations with the situation and have acknowledged that this has impacted some of our customer's experiences. For this reason, we have hired more customer service agents to decrease the time it takes to respond to enquiries and we are also looking at new ways we can speed up processes such as refunds. Some suppliers are experiencing delays which can be for a range of reasons. This can include drivers being off sick, drivers having to self isolate and also deliveries taking longer due to new safety regulations which impact other deliveries. We are unable to change the price of your heating oil as we can only honour the price on the day you received your order was processed. We will have a team member get in touch to discuss this further with you. We sincerely apologise for your experience and will take all your feedback on board to improve in the future.

“Ordered Aga accessory by mistake. Emailed Boiler Juice same day to cancel. 5 days later received reply advising me to send item back when it arrives. I am shielding and cant go out. Company not taking phone calls but having no difficulty taking money. First and last time I will use this company.”

Hi James, We are sorry that our customer service team are currently not able to answer phone calls, this is due to them working from home. They are, however available by our online customer enquiry form. A team member was in touch with you via email today to inform you that we have provided you with a refund. We sincerely apologise if this has caused you any inconvenience.

“Terrible customer service! Didn't reply to my message until after my delivery finally came, then sent a message saying they have closed my query as delivery had been made! Messaged them again and had the same response again! First and last time I will use Boilerjuice.”

Dear Customer, We are sorry to see that your experience with BoilerJuice was not satisfactory. Our customer service team are working hard to answer all customer enquiries as quickly as they can however, we have seen an increase in customer enquiries which has meant our response times are longer than usual. We understand your frustration regarding the slower response times and are finding ways to improve the speed of responses during times of increased demand. We appreciate all customer feedback as this helps us create better experiences in the future.

“Have used for last 10 years but now wondering is they have gone bust or about to . My delivery was suspended due to technical reasons early march , issue fixed but can't get my delivery reinstated . They don't and answer emails and closed all other means of communications , They have my money and my oil , looks like their business is another victim of the virus . go direct and avoid losing money.”

Dear Customer, We apologise that there were technical issues with your order that resulted in your order being suspended. We have a brilliant developer team that work on fixing these issues as soon any happen and they were able to solve this quickly. Our customer service team are still working and are available to contact via our online customer enquiry form. We made the business decision to remove the phone lines for customer enquiries as our customer service team are working from home due to the Coronavirus due to the government's recommendations. We can assure you that our customer service team are working very hard to answer all customers, but we have seen an increase in enquiries which as led to longer response times. BoilerJuice is not going bust and we are working with more suppliers every year to help provide coverage to all areas of the U.K. We would never take customers money and not provide the service that has been paid for. From the order number that has been provided, we can now see that your oil has arrived however, it was delayed due to issues regarding the supplier. We thank you for providing a review and will use your feedback to help us improve in the future.

“Paid extra for earlier delivery understand that current virus problems are causing delays. However some form of communication would have been useful!! Not taking phone calls not responding to emails! Appalling customer service”

Hello Carol, we apologise that your heating oil delivery did not arrive in the expected time frame. Some of our suppliers have been experiencing delays but are working hard to make sure all orders are delivered to our customers. Due to the increase in demand some suppliers not able to respond to our enquiries regarding new delivery dates for delayed orders as quickly as usual. This has resulted in longer response times and has impacted the time it can take to update our customers regarding new delivery dates. BoilerJuice have made the business decision to no longer take calls during this unprecedented time, this is due to the customer service team working from home which is recommended by the government. The customer service team are answering via email but we apologise that the response time for your email was longer than usual. Our customer service team have seen an increase in customer enquiries and are trying their best to answer everyone as quickly as they can. As there is no order number attached to this review, we are unable to comment on what the action was taken regarding the payment for early delivery. We apologise for your experience and will take all your feedback on board to improve our customer service standards in the future.

“Follow up review.... Tuesday 17th. After 5 days no delivery of oil no response no reply to any emails despite their promise of a 48 response. Had to call again today. 5 phone calls to finally speak to an advisor to cancel my order! 5 days for refund couldn’t care less they are scammers taking money ... ordering oil from the cheapest company but what they don’t tell you is this. You need to wait until someone else in your area orders as well to keep the price down .... big fat scammers this company breaks all the rules it should be shut down ASAP. Avoid like the plaque please it’s stressful ordering.... So all in all they will have had my hard earned cash for almost 5 weeks and no sign of even a trickle of oil ...Shame on you scammers I’m reporting you today !!!!”

Dear Customer, We sincerely apologise that your oil did not arrive in the expected delivery window. For the last month, we have seen an increase in demand and also customer enquiries. Our phone lines before the Coronavirus were always a top priority and we had a range of customer service agents ready to take calls. We accept that there were longer waiting times on the phones than normal and that our response times via email had become slightly longer. All the staff here at BoilerJuice care about our customers and we can appreciate how stressful it can be not running low on heating oil. Regarding our website and how it works, we work with a range of suppliers who provide their best prices in our system. Our system will then compare all these prices and provide the customer with the lowest price. As you have stated, we do offer more discounts if people in your area also order. These discounts are available every day but we recommend people who are looking for bigger group discounts to buy on a weekend, as we will group over three days instead of one. We can assure your BoilerJuice is not breaking any rules, we are not scamming our customers and we are being transparent on how our discounts and website work. We apologise that your experience this time was not satisfactory and we will use all your feedback provided to improve our services.

“Never ever ever order from boiler juice. I never write reviews on things but If I’d read how bad this company was I probably wouldn’t have ordered. The first time I ordered from them they delivered 3 days late, which was annoying but I still had oil and the oil company it was being delivered with knew the property so I didn’t need to wait home for it. Although I wasn’t happy with the first experience of BoilerJuice and their poor customer service I just dealt with the oil company delivering and they were great. I used BoilerJuice again, and what a mistake that was. I paid for the emergency delivery but no delivery was made. No oil company was contacted by then but money taken from my account. They didn’t even let me know, I had to call them to see why I hadn’t had a delivery. As it was new year all the oil companies were busy so the next delivery would have been 5 days later, that’s if they actually sorted it. No apologies were made and they couldn’t care less. I called the oil company direct who were going to supply the oil 5 days later with boiler juice, they quoted me £91 cheaper!!!!!! A MASSIVE difference and booked a delivery for 2 days later. It didn’t really make sense what boiler juice were saying. NEVER AGAIN WILL I ORDER WITH THIS AWFUL, RUDE AND INCOMPETENT COMPANY”

“If I could give boiler juice less than one star I certainly would customer service manager who I had the misfortune of speaking to was completely unhelpful and when I told her so she put the phone down on me.some customer service.hang your head in shame”

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BoilerJuice.com is rated 3.4 based on 975 reviews