BoilerJuice.com Reviews

Name: BoilerJuice.com
Address: LDH House, St Ives Business Park, Parsons Green, St Ives,, Cambridgeshire, Cambridgeshire
Rating: 3.34

3.3 Rating 992 Reviews

58 %

of reviewers recommend BoilerJuice.com

Company Reviews

Metrics

Info

3.3

Based on 992 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Paid for oil on 1st March with delivery before the 15th. Oil was not delivered and on the 16th I received an email to say they've cancelled the order as they can no longer supply for the quoted price. I'm now left without oil, will have to pay out for an emergency delivery and will not be re-funded for 5 - 7 days. I no longer have faith that any future orders with Boiler Juice will be honored and will work directly with suppliers in the future. No telephone contact and live chat not active.”

Helpful Report

“BoilerJuice has many hundreds of ponds in my budget account. I made an order which is cancelled but I can’t get through to them despite repeated calls and other contacts. Phone and chat send you in fruitless circles. I have now requested full refund but have not heard a word. Has the company gone under? Have we lost our money? We shall soon have neither heating or cooking facilities, yet we have no communication whatsoever and no refund. Appalling customer service - advise to avoid paying them at present at all costs until they explain what’s going on.”

Helpful Report

Dear Customer, We apologise that your heating oil order has been cancelled, and we would like to reassure you that you will receive a refund. We are currently working on making the refund process simpler and quicker for customers as we understand that this is causing frustration. These improvements will be available in the next few days. A customer service agent will be in touch regarding your enquiry however, our response times are longer than usual. This is due to a range of factors affecting the heating oil market, which has increased the number of customer enquiries coming through to our agents. We appreciate the time that you've taken to write this review and provide feedback. We will use this to improve customer experiences in the future.

“Been trying to get hold of them for 4 weeks now to cancel my connect and get a refund and nothing sent emails, live chat constantly off and no answer to calls, absolutely worst company I have ever been with would give them no stars if possible, just don't no waht to do next”

Helpful Report

Dear Sarah, We are sincerely sorry that your order has been cancelled. Currently, the oil market is volatile which has impacted pricing, deliveries and availability of heating oil. This has resulted in an increase of customer enquiries coming through to our team which has led to longer response times. We are asking customers to contact us via our online forms, as this provides the team to work more effectively and answer more customers. Our team are working through these enquiries as quickly as they can, and we can assure you that a customer service agent will be in touch to assist you with your refund enquiry. We understand your frustrations around the refund process, as a priority, we are currently working on refund improvements. These improvements will be available in the next few days and will make the refund process simpler and quicker for customers.

“Payed for oil on 27 Feb to be delivered before 11 march it didn’t arrive had a message today saying order cancelled ..boiler juice uncontactable ! So i called wcf the supplier who informed me they cancelled with boiler juice 2 weeks ago ! So i have now no oil or delivery but boiler juice still have my money ! Disgraceful behaviour from boiler juice who obviously don’t care 😡😡”

Helpful Report

Dear customer, We are very sorry to hear that your order has been cancelled. We understand this is a very concerning and frustrating time for our customers. The scale of daily price fluctuations and availability is making it extremely challenging for suppliers to honour delivery timeframes and, with many factors simply beyond their control. This is, unfortunately, resulting in some instances with cancellations, delays, or price increases which we are working with our suppliers and customers to manage. We can reassure you that you will receive your refund. Once your order has been processed as cancelled, your refund will automatically go into your BoilerJuice tank account. If you are not a Connected customer, once those funds are in your tank account, there is a button where you can withdraw the funds back into your bank account. If you are a Connected customer, our team will complete your refund for you. We are currently working on improving the refund process, which will make it quicker and easier for customers to get a refund. Once again, we are truly sorry for the inconvenience and concern this is causing during these unprecedented times.

“Still waiting for oil ordered in February. Spoke to Company who were to deliver and informed that Boiler Juice have told them not to deliver any orders. Boiler Juice are not taking calls. Web chat cuts out.”

Helpful Report

Dear Customer, We apologise that your order has not arrived in the requested timeframe. The scale of daily price fluctuations and availability is making it extremely challenging for suppliers to honour delivery timeframes and, with many factors simply beyond their control. This is, unfortunately, resulting in some instances with cancellations, delays, or price increases which we are working with our suppliers and customers to manage. Due to the very high volume of orders, we have been experiencing recently, we are seeing a high volume of customer enquiries. We do understand it can be frustrating not being able to speak to a member of our customer service team instantly, but we want to reassure you our team is working tirelessly to answer all customer enquiries as quickly as possible. We once again would like to express how truly sorry we are for the inconvenience and concern this is causing during these unprecedented times.

“If you are reading this, there's every chance that you have already been burned by Boiler Juice. If you haven't yet been a victim, please read on and save yourself the pain. I am a senior citizen and live alone. I ordered 500 litres of premium home heating oil on 22/02/22 at 67p per litre (exc VAT) total cost £355.73 to be delivered on or before 08/03/22. Email received on 04/03/22: Good afternoon, We have been contacted by your supplier Star Multifuels, regarding your recent heating oil order. We are very sorry, but due to supply issues they are unable to fulfil your delivery and will need to cancel your order. We have made every effort to seek an alternative supplier to fulfil your order however we've not been successful which means we have no other choice but to cancel your order. You will receive an email confirmation once your order has been cancelled. Your funds will leave BoilerJuice immediately and will be returned to your original payment method within the next 5-7 working days depending on your banks processing times. Please accept our very sincerest apologies on behalf of both BoilerJuice and the supplier, for any upset and inconvenience this may cause you. We thank you for your understanding. Kind Regards, BoilerJuice Customer Service Team Do yourself a huge favour. Order your oil directly from a local supplier and avoid getting involved with Boiler Juice. Any potential cost savings that you might anticipate by using this bulk order broker will be more than wiped out by the time it will take you to pick up the pieces following their incompetence and their disregard for the privilege of your custom. At the time of writing 13/03/22 I have yet to receive an order that has been placed with a local supplier, so I am now out of oil and using the immersion heater for hot water and fan heaters for localised room warmth. I received a refund of £355,73 on 07/03/22. My strong recommendation is to tell as many people as possible to avoid the inevitable pain that will follow should they choose to have any dealings with Boiler Juice.”

Helpful Report

Dear Steve, We understand your frustrations regarding the cancellation of your heating oil order and we would like to sincerely apologise for the inconvenience this has caused you. Whilst cancellations are not the norm, we are experiencing an increased number of cancellations from suppliers due to a number of factors that are disrupting the oil market. We appreciate the time you've taken to write your review and thank you for sharing your experience as this will help us improve in the future.

“Excellent service! I had an email to say delivery of oil was sooner than anticipated and notified of new delivery time. No complaints here!”

Helpful Report

“Cancelled my order a week after I made it, citing "technical errors" as the reason. By then I had to pay an extra £148 to order from another, local, supplier as the prices had gone up in the intervening week. The local supplier delivered within days. I still have not been refunded over two weeks after the cancellation, despite several emails. You cannot phone and the online chat does not function. There is no meaningful response to emails. Appalling behaviour and level of customer service. I will never use them again, and have advised friends and neighbours not to either. From looking at social media, there are hundreds of people in the same position. Disgraceful.”

Helpful Report

Dear Linda, We apologise that your order was cancelled due to a technical error, we are looking further into this error with the relevant teams here at BoilerJuice. Due to the very high volume of orders, we have been experiencing recently, we are seeing a high volume of customer enquiries. To ensure we can give everyone the best possible service as quickly as possible, we are asking customers to complete our short online enquiry form instead of phoning or going through our Live Chat, as this allows our team to work through and help more customers, more effectively. We do understand it can be frustrating not being able to speak to a member of our customer service team instantly, but we want to reassure you our team is working tirelessly to answer all customer enquiries as quickly as possible. We thank you for taking the time to provide feedback on your experience, as this will help us improve in the future.

“Dont answer the phone, turned off the chat function on the website, do not respond to emails... When everything is straight forward, they are fine, but as soon as it goes a little wrong, they just go to ground and do not respond. Nothing more annoying.”

Helpful Report

Dear John, We are sorry to see you have rated us 1-star, and we sincerely apologise that you are yet to receive a response to your enquiry. The customer service team have been receiving a high volume of customer enquiries due to an increase in orders which has resulted in increased response times. Our team are working hard to make sure all customers are answered as quickly as possible. We are asking customers to complete our short online enquiry form instead of calling or using the Live Chat on the website, as this allows our team to work through and help more customers, more effectively. Once again, we are truly sorry for the inconvenience and concern this is causing during these unprecedented times.

“It’s amazing how you find time to add messages to your website on the current oil situation, and update your prices daily, yet you cannot find time to respond to any messages, emails or web chat. But of course, you’re still taking peoples money even though you're not refunding monies for cancelled orders. You have removed the facility to request on line the refund of monies owed. No one to speak to, no communication and no way of getting my £400 back that you owe me. I am passing this to Trading Standards today for what appears to be dishonest training. There is no excuse for your current behaviour. Whilst I understand the situation is not in your control, you could at least let customers that have had their orders cancelled the option to get their money back. There are so many reviews saying the same thing. Or is Boilerjuice going bust? I would advise everyone to avoid Boilerjuice and deal direct with the supplier.”

Helpful Report

Dear Mark, We apologise that your experience with BoilerJuice has not been satisfactory and understand your frustrations. We can reassure you that BoilerJuice is still up and running, but we have seen an increase in customer enquiries which has impacted some response times. Due to the very high volume of orders, we have been experiencing recently; we are seeing a high volume of customer enquiries. To ensure we can give you all the best possible service as quickly as possible, we are asking customers to complete our short online enquiry form, and this allows our team to work through and help more customers more effectively. We appreciate the response times can be frustrating, but we are pleased to see that a customer service agent has been in touch to assist you with the refund. Thank you for taking the time to provide feedback, and we once again would sincerely like to apologise for any inconvenience this may have caused.

“Last two times ordered oil late deliveries.cant speak to anyone just says live chat.ordered last oil over 3 weeks ago .still waiting .told was going to be delivered on two occasions still waiting .now heard no oil but who got my oil on last two delivery dates.i paid in full like everyone else”

Helpful Report

“Ordered and paid for oil on 24 February. Received confirmation email. Then a week later Boiler Juice cancelled because of ", technical errors". During that time the price of oil had increased so that when I ordered from another supplier (who delivered within a few days) it cost me another £148. You cannot phone Boiler Juice and their online chat is unavailable. They do not answer emails. I have not yet had a refund of £727 a week after they cancelled the order. They have breached their contract and I, and many others, have suffered consequential loss. I have taken legal advice and will be pursuing this in court. Have used them in the past but never again. Avoid at all costs.”

Helpful Report

Dear Linda, We are sorry to see that you have rated us 1-star and sincerely apologise that your order was cancelled due to a technical error. We understand the frustrations you have expressed regarding reaching a customers service agent. We apologise that our response times are longer than usual at this current time, this is due to the customer service team experiencing a high number of customer enquiries. We are asking customers to complete our short online enquiry form instead of calling or using our Live Chat as this allows our team to help more customers, more effectively. We are currently working on some changes to make the refund process quicker and easier for all customers, which will be put in place very soon. Once again, we sincerely apologise for your experience and we thank you for spending the time to provide us with feedback.

“Like so many others, I had a bulk fuel order cancelled that I ordered and paid for in February, basically due to Boilerjuice and/or the supplier being greedy and seeing an opportunity to make more profit off the back of the rise in oil prices. Very disappointing as entering into the contract at the given price (rather like currency purchases) reserves should be allocated on that day at that price regardless of any future fluctuations (do we think Boilerjuice would have cancelled or refunded any major difference in price had oil prices dropped - NOPE). Anyhow, anyone affected like me.. I recommend issuing legal proceedings as they are in breach of their own contract and terms (contact citizens advice/trading standards). Their automatic refund will not affect your rights to delivery of the contract you agreed at the set price. If they claim it was refunded then claim for consequential losses (ie. the 1.5k i paid is now 2.7k for the same amount... I'll be claiming 1.2k or the fuel delivery amount to be delivered).”

Helpful Report

“Still waiting for an express delivery ordered 8 days ago. Customer service awful”

Helpful Report

“Paid for 1000 litres, oil never arrived by delivery date with no communication. Contacted the nominated local delivery company who said the order had been cancelled. No apology just a generic....your order has been cancelled. They even tried to keep my money on credit in my account, disgraceful!!”

Helpful Report

“Really poor service. They take your money hold it for a week then cancel your order”

Helpful Report

“I’m a connected customer but they have never ordered oil for me, I have had to do it myself. The last quote I got from them was for 91.90p a litre for 500 litres. I didn’t take up this and phoned another company and got my 500 litres for 85p per litre. It is impossible to get hold of BoilerJuice, I have sent an email to them but got an automated response to say that it could be 5-10 days before they can respond to my request to leave connected. I cancelled my direct debit but they took their % from my tank account! I will NEVER use BoilerJuice again.”

Helpful Report

“Delivered well before the expected date. The Guy was quick and efficient.”

Helpful Report

“Ordered 1300ltrs of heating oil on 4/2/22, delivery for 18/2/22 or before. Delivery on 15/2/22 did not arrive, after 55 minutes waiting on the phone to speak with someone, I was promised delivery for the next day, this did not turn up either. Having taken time off work too! No contact was ever initiated by boiler juice to explain or rearrange a delivery. I waited until the 18/2 but guess what…no delivery of oil…no explanation of when it will be delivered or even an apology. On the 19/2 I emailed boiler juice and cancelled the order, they refunded minus an admin fee. Don’t waste your time, effort or money dealing with these unprofessional amateurs, deal with a local supplier, they want your business and have a reputation to protect. These clowns are brokers and employ spotty urchins to man the phone fobbing off paying customers with ‘the driver ran out of time’. Save yourself from pain!”

Helpful Report

“Shocking company takes payment then refuses to deliver when prices rise slow to refund. Prices lower for a reason my advice is to go directly.”

Helpful Report

BoilerJuice.com is rated 3.3 based on 992 reviews