The heating oil club Reviews

Name: The heating oil club
Address: Le Phare, High Street, Yelvertoft, Northants
Rating: 4.76

4.8 Rating 2,741 Reviews

96 %

of reviewers recommend The heating oil club

Company Reviews

Metrics

Info

4.8

Based on 2,741 reviews

Shipping & Delivery
Delivery Methods	Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

About The heating oil club:

The heating oil club: bulk-buying fuel to keep heating oil prices down. Get an instant quote online.

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Anonymous

Anonymous // 01/01/2019

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

“Two e-mails sent asking why the price paid was different to what was taken by the oil company. NO REPLY!”

Helpful Report

Hello Colin, This is a very unfair review as we responded to you twice, see below. The difference in price, for the record, is the 2.00 pence per litre which is charged by all suppliers for Aga additive, which you requested. It is clearly shown in our FAQ's that this is charged in addition when ordering. It is possible that you have previously marked one of our emails as spam, which will prevent others reaching you. If you add; noreply@theheatingoilclub.co.uk - to your safe senders, that will help. Below is a copy of the emails we sent responding to your questions. Thank you. Mark. Hello Colin. I already came back to you on this yesterday explaining that the difference relates to Aga additive, see below. Mark. Hello Colin, At the ppl quoted plus VAT @ 5% your estimate is correct. However you have asked for an Aga additive and that adds 2.00 ppl so the cost is correct. Hope that explains things. Thanks, Mark. The Heating Oil Club

“In the FAQ's a question was posted on what to do if you wanted your tank filled up and not just a set number of litres. The reply said to put in the comments when ordering that you need to say 'Fill tank' I did this but when delivery arrived the driver informed me that he was not able to do this and that they were only able to supply the exact amount on the order. I then send an email to heating oil club via the contact us on the web site to inform them of this issue. To date no-one has responded. No impressed and definitely not a was to keep customers.”

Helpful Report

Hello Dave, thanks for responding. Your comment about our FAQ is correct but as I clarified in my email response to you, which was sent the same day that you enquired about this (see below) they will 'fill tank' but only within the parameters of what you have ordered. This is because there is no mechanism to take an additional payment after the first order (due to all payments being encrypted via a secure server) without sending a secondary invoice, which creates a significant burden and can cause debt issues for our suppliers. Here is a copy of the explanation that I sent to you on February 14th. HelloDave, It does say that they will fill the tank but also says put in a rough estimate of volume that will allow the driver to do so; Yes, we just need you to give us a rough idea of how much oil you need so that we can reserve you some space on the tanker. To get us to fill up your tank just enter the rough amount you need when you order and enter “Fill tank” in the “Special delivery instructions” section. Our suppliers won't top up as they can only take payment on the amount ordered and consequently, topping up creates quite an administrative burden. Thanks, Mark. The Heating Oil Club

“Despite putting a note on the order to be telephoned one hour before my delivery to give access to the tank, nobody phoned and I missed my delivery. There is no number to phone at The Heating Oil Club so I had to email to rearrange. I was then told it was not realistic to expect a call one hour in advance despite having used this arrangement for all my previous deliveries with a competitor. My redelivery was arranged for a couple of days later but still no phone call an hour before. It was pure luck I was there to give access to the tank. Will probably not use again”

Helpful Report

Thanks for taking the time to respond to our survey though I am a little surprised by the content. In fairness the driver did call you an hour or so before he was due to arrive, you didn't take the call and couldn't get back to him as he is not allowed to answer his telephone whilst driving, as was the case. We also pulled out all the stops and got back to you the next day and when I advised that we would be doing this, your email to me said; 'Brilliant. Thanks.' I would like you to give us another try so that we can prove how good we actually are as I don't believe this to be a fair reflection of our service. Thanks again, Mark.

“My first experience did not go smoothly as I reported to Mark. I await his promised resonse.”

Helpful Report

Thanks for responding, it is only by listening to our members that we can improve our service. In fairness, I think we answered all questions along the way, which were numerous. The supplier didn't contact before delivery as requested and we have asked for tighter controls on those actions. There was a shortfall in delivery of 1 litre but the driver really felt that any more put into the tank might cause a safety issue. A refund was processed for that 40p. Please try us again and we will get things right, as we do for thousands of other members. Mark.

“A delivery date was given that the oils hould arrive by or before. The delivery occured 1 day and a half later after my wife chased the delivery company. They only manged to put in 900 of the 1200litres ordered and our level indicator is showing the tank as only 9/10 full”

Helpful Report

“We require a CALL the day prior to delivery, as we are opposite a local special needs infant school, many with autism, so we alert them that a noisy lorry will be arriving. The need for a CALL the day before is stated clearly in the special instructions box, along with a landline to call. When on the morning that delivery is due, I have heard nothing, I contact the HOC to find out if we are getting delivery or not and ask them to CALL me, all I get is an email back telling me that the oil company texted me at 4 pm the day before. Unfortunately, as I was at work until 7pm I can't read my emails until then hence the need for a CALL! So NO CALL as request the day before, a mythical text to a LANDLINE which our telecom provider doesn't support and no CALL when I ask you office to call me. So once again we are not able to inform the school, so once again those with autism are distressed! As a result, when two people asked me in the last week who I would recommend I didn't recommend the HOC! You have one more chance on the next delivery to get it right or you will lose us as a customer as well!”

Helpful Report

Sadly, this didn't go to plan. Somewhere between the order being picked up and delivered there was a disconnect, which is very unusual with this supplier. They did get your message but it was obviously misinterpreted. Please accept our apologies, I have amended your account with a stronger message. Mark.

“I had a lot of trouble ordering, the computer said no! Took over an hour and I had to e-mail you. No contact telephone number which would be helpful. I had an e-mail to advise delivery on Thursday...and arranged my week accordingly...to go out on the Wednesday. I then had a phone call from the company that had accepted the order to say it was coming on Wednesday...asked for a time but none could be given....altered all my arrangements to go out Thursday instead. Waited in all day as delivery was complicated between two tanks and they were padlocked...no delivery turned up. No contact number to make enquiries. Eventually telephoned at 5.15pm to be advised that my delivery would be on the Thursday no time given...another wasted day. Asked for a contact number which was given, telephoned at 12.30pm to be told the oil would be delivered between 1-1-30pm, and it was. Very polite delivery man. A lot of hassles to save a few pounds.”

Helpful Report

Hello Sue, thanks for your correspondence. I realise that this was a little traumatic in terms of access to the system but we really tried very hard, as you know, to satisfy everything from our end. We don't have a general telephone number as that is one of the ways that we reduce costs to improve prices. The issues via Certas Energy are a little unfair as the original date generated by our system, which you had planned to be at home for due to the complexities of your delivery, was a 'deliver by' date. You asked to be called before delivery, which Certas did do albeit that they then didn't manage to get to you. I can only apologise again and hope that you will give us another chance in the future. Mark.

“As a first time user of the oil club I found the ordering system very efficient and easy to use. However having been given a date by which our oil would arrive it failed to do so without any explanation or revised date. After chasing this up I was repeated told it was out for delivery and would be delivered that day when this was clearly not the case. There seemed to be a total breakdown in communication between the supplier and the oil club. Eventually the oil arrived 5 days late.”

Helpful Report

“Nobody confirmed delivery time and date. Oil was delivered at 7.40a.m. and they didn't even ring the bell! Received a text at 6p.m. that day informing me of delivery, which was over 10 hours after I received it. Not very impressed.”

Helpful Report

Hello David, My apologies that this didn't go exactly to plan, systems occasionally let us down, as seems to have been the case on this occasion but it is rare. Please try us again, we will do better! Mark.

“Our experience was not good, we had, no notification of delivery date nor time and the delivery driver was not in a good mood.”

Helpful Report

Hello Marie, I'm sorry that this didn't go quite to plan and that the driver was having a bad day, as we all do from time to time. Please try us again, we will do better! Mark.

“Price good. Ordered on line and paid in full on 26th Jan. several days wait for delivery no problem. But, Driver put fuel in wrong tank on 8th Feb (neighbours tank) still waiting for delivery to correct tank it is now Sat. 13th Feb. Glad I am not desperate !”

Helpful Report

Hello Robin, Yes, this went a bit wrong didn't it, my apologies. I know they did get to you though there was a delay, one thing is certain - it won't happen again! Mark.

“The driver did NOT phone us prior to the delivery, as requested. So the side gate was locked ! ! My wife just happened to be home at the time, so let the driver in.”

Helpful Report

“I think you know that the truck had a problem on Nov 4th but nobody phoned to tell me and I waited all day. Emailed Mark who said he would look into the matter. Thereafter no communication from anybody. Eventually I checked my bank statement to see who had drawn the money and being Certas, phoned them as had an old invoice from them. At last able to speak to a person who was very helpful, but delivery was still another day away. Could not book boiler people til you had delivered and had to wait til today. Hopefully will have heat by tonight. Just in time if you look at temperatures forecast for later this week. Would appreciate a phone number for next time as so many Oil Club sites online. Better luck next time. Hilary Robinson PO20 1NB”

Helpful Report

Hello Hilary, My apologies for the problems experienced and I am confident that we will improve next time. It is most unusual for us not to be very communicative and service is what we are always trying to improve. Thanks so much for taking the time to respond. Regards. Mark.

“Cheapest around however: 1) when joining the club I had problems with the confirmation email ( I didn't get one & had to email to ask why ) 2) estimated delivery date was 28th Sept but it arrived fri 25th 3) my request was to call my mobile day before delivery .... I received no call 4) invoice doesn't state the quantity of oil”

Helpful Report

Hello Laine, I'm sorry that this was not as good an experience as it might have been. Good that the price was right, my apologies for the lack of communication prior to delivery. we always try to deliver before the estimated date BUT our suppliers should have contacted you. The meter ticket left by the driver should have a total delivered or at the very least, a meter reading with a start and finish number qualifying that. I am confident that we can iron out tese small issues so please give us another try! many thanks, Mark. The Heating Oil Club

“Normally, I have had deliveries within 2-3 days of ordering but was very disappointed this time, it was 9 days. Hope for better service next time!”

Helpful Report

My apologies Allyson, We do strive to get deliveries out quickly but there was no suggestion on your order that it was urgent and unfortunately, the order came at a time of high levels of holidays within the driver workforce. Rest assured, we will improve next time! Regards. Mark. The Heating Oil Club

“My recent order was for 800 litres. Butlers Fuels were the delivery agent. They were supposed to give advance notice of delivery details. This did not happen and so access to the tank was not practical. However, the driver climbed over the 6ft fence because the gate was locked. After all that. only 600 litres was delivered; insufficient product was on board the vehicle!! The balance of 200 litres was delivered a couple of days later, fortunately by a different driver. Now, I have received an invoice for the 200l in spite of it having already been paid at time of ordering with you. Please sort this out......... and arrange for an alternative supplier for any future order.”

Helpful Report

Good morning, thanks for taking the time to respond, my apologies for any inconvenience caused. In terms of the 200 litres, all that you received on the second delivery was a confirmation/delivery note, you were not charged for additional product. I have spoken with the supplier who are also very apologetic for the misunderstanding and assure me that it will not happen again. Thanks again. Mark. The Heating Oil Club

The heating oil club is rated 4.8 based on 2,741 reviews