BoilerJuice.com Reviews

Name: BoilerJuice.com
Address: LDH House, St Ives Business Park, Parsons Green, St Ives,, Cambridgeshire, Cambridgeshire
Rating: 3.33

3.3 Rating 1,000 Reviews

58 %

of reviewers recommend BoilerJuice.com

Company Reviews

Metrics

Info

3.3

Based on 1,000 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 54%
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.

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

Emma

Anonymous

Anonymous // 01/01/2019

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“Unable to get an answer to where my oil is, 4 weeks and counting for delivery! Excuses like blocked driveway (there is two), lorry broke down, ran out of oil, driver ran out of hours Still waiting for delivery although full payment was made”

Helpful Report

“I invested $766k with this platform, and they refuse to release my deposit and profit, I have to contact a recovery expert called Mrs. Olivia , I got in touch with her and make my report, I gave her some information and in 3 days time I got back my lost money back , you can reach out Mrs. Olivia Team company email on oliviatrader 44 @"gmail ,com or WhatsApp him directly on +1 (423) 248-2140”

Helpful Report

“I have used BoilerJuice for 20 years. In that time I have moved house 3 times and always been loyal to them. That ends today. We moved house 12 months ago and had to have a new boiler fitted just before Christmas last year. With a new boiler/new house I was not sure what the oil consumption would be like, particularly in the winter months. My usage in April was a lot more than I expected and so I ordered an emergency delivery on 1st May at a considerable premium. The oil was due to be delivered on or before Friday 3rd May. From the afternoon of the 3rd until the 8th May I exchanged a number of emails with their customer service team. The only word I could use to describe the experience was ' PATHETIC'. They didn't answer any of the questions I raised, instead relying on standard email responses. There seemed to be no process whatsoever between BoilerJuice and their supplier to find out when I might expect delivery. The oil was finally delivered on 9th May, a full 6 days after I was promised it. I went back on to the BoilerJuice website on the 9th and got a quote for the same amount of oil and compared what I would pay for an emergency delivery and a 6 day delivery. The difference was £60 which I assume was very similar to the week before when I ordered. I again contacted BoilerJuice and asked them for a £60 refund. I heard nothing until 13th May when I received a refund of £5.25. Contacted them again to be told that was the maximum they could offer me under their terms and conditions. There are a number of issues BoilerJuice needs to address. 1) Hiding behind draconian T's&C's is no way to conduct business 2) I paid for a service I did not receive 3) Communication between them and their suppliers and the customer is non existent 4) Their customer service people are probably the worst I have encountered 5) Whilst I am not sure, there must be some sort of Service Level Agreement between BoilerJuice and their suppliers based on agreed delivery days, with penalty clauses as part of that agreement. If true they are receiving money from their customers by not paying refunds they are entitled to and from their suppliers for failing to achieve SLA targets. Finally, do not believe they are the cheapest, they are not as I have just confirmed with some of my local oil suppliers. Get some regulation in this sector. As an update, I sent this review to Trustpilot this morning. BoilerJuice replied with another standard response asking me for my order number to allow them to 'respond accurately' and ' look further into the issues raised in your review'. I responded and within 5 mins received another standard email saying how sorry they were but not addressing any of the issues I raised or offering a refund. This is now published on Truspilot”

Helpful Report

“Appalling, second rate service! Shoddy, shoddy, shoddy! Still awaiting delivery on an 3-day order; we are now day 8 and counting. Had to make an Emergency Next Day Delivery Order at nearly twice the price as oil tank had run dry waiting. Abysmal customer service and support. Repeated requests for Line Managers to call; dream on! Still awaiting an update 🕸️ . Offered a pathetic £10 compensation on a £700 plus order for the inconvenience 😡 😂”

Helpful Report

“Terrible company, do not return calls when they fail to deliver on time. We have two children under 5 which I told them and they left us with no heating or hot water. I had paid extra for a early delivery. Really poor customer service and really couldn't care less.”

Helpful Report

“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”

Helpful Report

“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.”

Helpful Report

“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.”

Helpful Report

“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”

Helpful Report

“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.”

Helpful Report

“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.”

Helpful Report

“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”

Helpful Report

“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.”

Helpful Report

“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.”

Helpful Report

“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

BoilerJuice.com is rated 3.3 based on 1,000 reviews