BoilerJuice.com Reviews

Name: BoilerJuice.com
Address: LDH House, St Ives Business Park, Parsons Green, St Ives,, Cambridgeshire, Cambridgeshire
Rating: 3.36

3.4 Rating 985 Reviews

59 %

of reviewers recommend BoilerJuice.com

Company Reviews

Metrics

Info

3.4

Based on 985 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 55%
Accurate And Undamaged Orders	99%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Under An Hour
Customer Service	3.2 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

“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).”

Helpful Report

“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.”

Helpful Report

“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 !!!”

Helpful Report

“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”

Helpful Report

“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.”

Helpful Report

“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.”

Helpful Report

“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!”

Helpful Report

“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.”

Helpful Report

“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.”

Helpful Report

“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.”

Helpful Report

“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”

Helpful Report

“You email people with a fake link eg.( quick quote) and it doesn’t open. You are not very professional. Sort yourselves out.”

Helpful Report

“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.”

Helpful Report

“I accidentally pressed the wrong delivery date so made a new order for a week earlier and canceled the first, I had a promise I would get a refund in 5 days. They didn’t cancel my first order and delivered two lots of oil leaving me £££ out of pocket. Didn’t even get a reply from my email or any help from customer service that kept me on the phone for half an hour. The service is diabolical three phone calls and two emails, would ring again but I’m pay as you go so it’s not worth spending the money. Very frustrating.”

Helpful Report

“Really bad at communicating after problems with delivery. Attempting to cancel my account and get a refund but even that is beyond them. Still trying. Better to put your money in a savings account and go direct with a supplier but always record the level before and after a delivery because im having problems with the new trucks and their computerised delivery monitors.”

Helpful Report

“Customer service can't be bothered to help you when needed, terrible attitude, going to cancel my account, been with them for years, first time I've had to complain about a delivery and was made to feel as if I was in the wrong, boiler juice you suck”

Helpful Report

“Disgraceful. All good unless something goes wrong with supply then they just dump you and pass the blame to supplier. They don't contact you to warn you order may be delayed. They don't compensate you for any delay. They tell on the order will arrive on or before a date, if it doesn't arrive they take no responsibility and just dump you. Even if you have noil oil for 2 weeks. Completely unsympathetic customer service and lack of ownership for problems. Do no use, they let you down. They should be more in touch with their suppliers and know when things will be delayed and forewarn customers. Disgraceful. Don't be caught out by this lots easy to use website. Book direct instead”

Helpful Report

“I have been with boiler juice for ten years without too many concerns but have now withdrawn my account due to how they responded to my complaint regarding a oil delivery.The supplier ,halos,delivered 400 litres of oil instead of the requested 500 litres taking my oil tank up to 6 on my reader and 2/3full.I then had a email stating they couldn’t fill the tank as it was full and the oil company charged me ten pounds as they couldn’t fill the tank,the oil reimbursed was charged at a higher rate than what I had payed for it and despite numerous calls and emails to both companies they have blamed me for my tank,the last excuse being a pressure gage on my tank so it tells you when it’s full,which we have not got!!!Clearly boiler juice can see on my account how much oil I have ordered and my usage in my history, but have offered no apology and as one of their customers taken the suppliers fabricated side.As oil tank users we have to be aware of fuel delivery drivers under delivering etc and the price at the moment is expensive so please be aware if this happens,I will not be using either of these companies in the future”