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:

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Anonymous

Anonymous // 01/01/2019

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

“I was very disappointed as I had requested that you let me know when the delivery would be made so that I could unlock the back gate and move my car out of the way, came home and the delivery had been made ( luckily I had left the gate unlocked) without being notified. Won't be using you again.”

Helpful Report

“Order money taken immediately 22/2 but delivery was eventually 16/3 : beyond the email date which was on or before.......no customer update received from Certas. Had to ring. If need oil in a hurry best to avoid this method.”

Helpful Report

“Price was comparable, but I had to wait for the maximum amount of time suggested. 10 workings days is over two weeks when you add days they don’t include when they quote, to pass the order to the company that actually delivers and wait for confirmation. Certas driver and delivery process was clean as expected. Maybe I should go direct next time to eliminate the extra days to hand over and receive confirmation back.”

Helpful Report

“24 hours later AGA went out, required oil supply filters changing as clogged with muck - cost £75”

Helpful Report

“I placed one order for 1000 Lts of oil, confirmation was received to that effect and the oil promptly delivered. I then received a phone call from the supplier asking if I wanted a second delivery as they had received another order. This was none of my doing and I didn’t want a second delivery. I was assured that it would be cancelled etc. I then got a text a little while later informing me that my second delivery was coming the next day. I phoned the number supplied and reiterated the fact that not only did I not want another 1000 litres but the money for both the first and secondly delivery had come out of my account. I was reassured that an email would be sent and the matter resolved. Several days later the lesser amount has been returned to my account.”

Helpful Report

“very late with delivery and no communication.”

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“when I CANCEELED A DELIVERY OF OIL ON 2ND APRIL YOU IMMEDIATELY CANCELLED DELIVERY. UNFORTUNATELY YOU FORGOT TO INFORM CERTAS OIL WHO TRYED TO DELIVER TO ME IT WAS LUCKY I GOT AN E-MAIL THE NIGHT BEFORE DELIVERY SO I COULD CANCEL IT”

Helpful Report

“Failed to deliver the full order and after I chased twice I got this reply. "I’m sorry you are disappointed but this is an incredibly busy time of year and isn’t helped by doubling up on unnecessary communications." The company seems to think responding to customers is unnecessary. Very poor customer service and very disappointing.”

Helpful Report

Thank you for your review, though your comments do not reflect what was said by us in any way. The reality is in fact that you contacted the suppliers on either the same or next day after contacting ourselves, the response we received from Certas Energy was sent to us early on the day after your enquiry regarding the balance of delivery. They very clearly stated that the driver had made an error and that they had spoken with you and that as a consequence the issue was resolved. For our part, considering the fact that we work very closely with our suppliers, it was considered that there was no need to respond further in this case. Our standards are very high, whether we are busy or not and we have many thousands of very satisfied customers and hundreds of very positive, 5 star reviews. We have no issue with you publishing a part our original response, albeit not reflective of the full message. It was not intended to be sarcastic, purely factual. We're sorry that you became dissatisfied and we apologised for our part, just as the suppliers apologised for their error regarding the delivery.

“Although the oil was supposed to be delivered on the 27th November and was logged as delivered, it didn't arrive until the 5th December after some chasing. I do not believe the fault lies with the heating oil club, more so the suppliers - Certas in this case.”

Helpful Report

“Very disappointed when oil didn't arrive as promised, rang oil company and was told would arrive in two days, it didn't - so contacted Mark from Oil Club who did his best to sort it all out but there was still a delay. Then there was the weekend and we were getting very low on oil and was beginning to wonder if it would ever arrive. Mark finally sorted it out but was a over a week late - thank goodness it wasn't freezing cold!”

Helpful Report

“Delivery much longer than advised on web site! Good job I wasn’t low! Delivery driver excellent”

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“First delivery was not delivered to our address we then got the oil then we got a bill for the oil that was delivered to the wrong address so butler fuels did not do a great job”

Helpful Report

Hello Mark, We are very sorry that this didn't go to plan on this occasion, it is unusual for these types of errors to occur but occasionally, things do go wrong. I've no record of your asking us to help in resolving things for you, which would always be the swiftest way to get things put right, we always urge our members to talk to us first as we have immediate access to suppliers, local depots etc. Please give us another try next time you need heating oil. Thank you, Mark.

“Delivery time was to long.”

Helpful Report

“MUST ADMIT TO ALLWAYS HAVING TO CHECK WITH BOTH YOURSELFS AND THE oIL-CLUB TO CHECK PRICES AS THERE IS OFTEN A SAVING TO BE MADE”

Helpful Report

“Poor delivery,waited 14days,and payment was taken on the day of order,so the supplier had the use of my money for 14 days before I received my oil,very unacceptable,will not use the heating oil club again”

Helpful Report

Hello Gillian, I'm sorry to hear that you weren't satisfied, it's a shame you didn't email us after ordering if you were unhappy, we would have tried to help. There is some inaccuracy in your review though; You ordered on January 7th - a Sunday. The order was processed on Monday the 8th and delivered on Tuesday 16th. The average days quoted on our site are working days which commence the day following order process, as established with our suppliers. This actually took significantly less than two weeks from order to delivery and was in fact only 6 working days, which in January is actually not bad by any industry standards. In terms of payment, all payments are taken at the point of processing by our suppliers, this is also standard practice. I'm not sure how many online providers let you pay for something after it has been received. Mark.

“The website system gives you an approximate date for delivery which is fine. However, we were then informed by text that our delivery would be on a certain date, which never showed up, then another text giving a second date, which also never showed up, resulting in various calls to The Heating Oil Club to find out what was going on. All contact with the staff at THOClub was professional and courteous and helpful, but it appears that they have some less than reliable contractors regionally so I’m not going to strongly recommend this service without serious misgiving regarding their arrangements with contractors. The website gives no acceptable update information and I felt that other providers have done a much better job.”

Helpful Report

There was a problem with this order and we do apologise for that. The supplier had tried to deliver earlier than suggested on two occasions but had some problems, it was after all the busiest period of the year. At no point were any phone calls made to The Heating Oil Club though we did receive an email which we responded to immediately. In fairness, the proposed deliver by date was 3rd January and we did get it delivered on the 3rd. We and our suppliers do work very hard to satisfy all of our members but on occasions, not everything goes quite as well as it might.

“This was the first time I’ve used The Heating Oil Club, the delivery date was a long time, but I accepted that as with previous suppliers they have always come early or on time. However the delivery date came and went. The next day it got to tea time before I logged onto the website to check the status. The status was “delivered” I emailed to find out what was going on. To their credit, I did get a quick reply, but only to say they would look into it! I was told it would come the next day, the next day came and went. I emailed again and was told it would be Monday now! I had left my property open for access for 6 days and had to borrow some oil from neighbours. Very disappointed and couldn’t cancel to reorder as that would have cost a fortune!”

Helpful Report

We did have a few issues with this delivery and the supplier knows that they got it wrong. That said, it was the busiest time of the year and occasionally things just don't work out as planned. We have arranged for a £25 credit to be taken from this members next order to go in some way to showing that we and our suppliers are constantly trying to improve.

“Given wrong delivery dates , messaged to ask if possible earlier delivery as ran out of fuel ,did not have the courtesy to even reply”

Helpful Report

“Delivery arrived on day stated, but because we were last on the list and the firm are apparently tight fisted, we got short changed in the amount. It may only be a litre to you, but its money to a pensioner. The worst of it was we had to ask for a refund as we waited after the invoice arrived, but the difference wasn't corrected, so I felt like I was being trivial by requesting for the difference.”

Helpful Report

“The Heating Club was more expensive on this ocassion but promised to deliver within the week. For this reason only i went with them as i had left it late and needed the oil fairly urgently. They cancelled the delivery twice so ended up paying more ( 2 pence ) than my local watsons depot and waited longer. No offer of compensation or to match price was ever made. I would be wary of using them again.”

Helpful Report

This was an unfortunate and regrettable chain of events but occasionally these things can happen. Specialist vehicles such as 'baby tankers' behave no differently than others and can break down, as in the first aborted delivery attempt in this case. Sadly there are few replacement vehicles of this type able to satisfy outstanding orders. Our suppliers assure me that they made every effort to get the delivery made and communicated with you and apologised for their poor service. It is worth this was during the busiest time of the winter heating oil season and although the delivery was delayed, it was actually only two days late. I cannot comment on the price as prices across the industry fluctuate constantly.

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