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

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“Great service and good value”

Helpful Report

“Great website, ordering process and a very reliable service. I will order again and recommend!”

Helpful Report

“Very efficient, just one thing please do not keep sending e mails giving a quote when i have only just filled tank up. Apart from that a good service.”

Helpful Report

“I ordered and paid for 800 litres of oil on 14th March and received confirmation on the 15th March that my ordered would be delivered on or before 26th. By the 26th, the designated supplier had still not even scheduled in the delivery and now I am stuck. I've asked for the delivery to be rescheduled with another supplier as a matter of urgency (I have now run out of oil so no heating or hot water) but the only response I get from BoilerJuice is that they need to speak to the original supplier. I've asked for escalations so I get to speak to a manager..I am still waiting.”

Helpful Report

Good Morning, Thank you for your feedback. We are really sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that there was a delay with some deliveries, we really are sorry that your order was affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Once again please accept our apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“Don't use this company. Paid £30 extra for the heating oil to be delivered the next day, it arrived 2 days later. Contacted BoilerJuice for a refund of the express delivery charge. 10 working days and nothing. Going to report to Trading standards”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your feedback. We are sorry to hear that your delivery was not made in the expected delivery window you paid for. Please be assured that our Supply Team are looking into this with the supplier and will come back to you directly regarding this. Please accept our apologies for the delay in this being rectified for you. Once again, we sincerely apologise for any inconvenience caused by this. Kind Regards Customer Services

“My oil tank was part full when boiler juice arrived. It had capacity for 1125 litres to be put in. Boilerjuice charged me for 1225 litres. Riddle me this. How on earth did they fit it the extra 100 litres? Did they magically increase the capacity of my tank? I asked them about it and they got really shirty about it. Not using them again. Avoid.”

Helpful Report

Good Afternoon, Thank you for your feedback. We are sorry to hear you are were not entirely happy with your recent delivery. The Proof of Delivery ticket which we obtained from the supplier shows a printed, metered reading with 'start' and 'finish' amounts and also a printed confirmation of the total litres pumped from the tanker into your tank. These systems are checked on a regular basis by Trading Standards Officers who visit all depots and check the meters through their calibrated system to ensure the amount delivered by every vehicle is accurately recorded. We can assure you that no delivery driver would ever deliberately deliver oil to any place other than the customers tank which must be connected to a heating system. They are trained to ensure that spillages are kept to a bare minimum, if at all as this is a major environmental hazard. Had there been any oil spillage around your tank following delivery there would have been a strong smell from the fuel. Should you so wish, we are very happy to request the supplier contacts you directly to discuss this further should you remain dissatisfied. We ultimately want all our customers to be confident that they have received the order they have paid for. Once again, we sincerely apologise for any upset caused by this and if we can help any further, please do contact us. Kind Regards Customer Services

“Boiler Scam!!! Avoid avoid avoid.. Worst experience and customer service I have ever received. Oil should have been delivered on the Friday paid an additional £30 for a speedy delivery service as we were running especially low. Friday comes no oils arrives - no update from boiler juice advising the oil hasn’t arrived for what ever reason. We call them ourselves on the Saturday morning waiting on hold for half an hour.. finally get to speak to someone they give some rubbish excuse and say it will be with me first thing Monday. Monday arrives no oil and no up date from boiler juice again. I call wait on hold for 40 mins get cut off and have to re dial I’m them on hold a further 20min before speaking to an advisor I explain the situation and ask to speak to the manager. The Manager never called back... I get a call back from the bloke in customer service advising the oil will be with me tomorrow (Tuesday). I was out on Tuesday and had no way of checking if it had been delivered - it hadn’t. Wednesday I wait until around 10am to call them again and explain whats happen I asked to speak to a manager I get put on hold the manger isn’t available will call me back. You can see the pattern no phone call from manager .. Thursday Iv ran out of oil so no hot water or heating.. I called again waiting the usual 20 of mins. Speak to an adviser my oil will be delivered Friday and a manager will call me back agreed my experience has been terrible. Friday - oils now a week late. ( I paid £30 for speedy delivery.) No call from manager I call around lunch time and am advised my oil isn’t routed for today advised I’m out of oil so no hot water or heating it’s cold.. was told a manager will call me back as soon as possible and my oil should be delivered on the Saturday morning first thing as an urgent delivery. 5pm on the Friday evening I still haven’t heard anything or had a confirmation email to confirm my delivery’s arriving in the morning. I call wait the usual 20 mins .. they can’t confirm it will definitely be there in the morning the manager is going to call me back at half past five when the phone lines are down as they are really busy. ( most probably with complaints) 5.35 comes no call but I have a email come through confirming my delivery for Monday which was never mentioned on the phone so I have been left over the weekend with no hot water heating and no explication. After a horrendous weekend, the oil eventually turns up on the Monday 10days late. I call and ask for an immediate call back from management or I’m happy to hold. I eventually received a call back Tuesday evening at 6.30pm. I tell her how how horrendous my hole experience has been, advised they don’t have any customer service no ones kept me in the loop no ones even attempted to return my £30 additional I paid for a speedy delivery. Let alone the cost of having to call out a plumber to bleed the oil through as it had ran that dry or the additional electricity spent due to needing heaters, or the hours I have wasted on hold and on the phone. If they couldn’t have offer the service they had advised I would have never gone with them. She honestly was annoyed at me for slating the company and advised I will receive the refund within 5 working days. This was the 2nd of March in true boiler juice style I haven’t received my refund.. 20th March. I believed they offer these amazing services and when they are late the are profiteering from the the poor customers never getting there money back it is disgusting. WHERES MY MONEY!!!!”

Helpful Report

Good Afternoon, Thank you for your feedback. We are really sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent issues with communication around this. We completely appreciate your frustration around this. The supplier has confirmed that there was a delay with some deliveries, we really are sorry that your order was affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. A price reduction has been approved by the supplier due to the delay to your delivery being made. A refund has been processed today back to your payment card for the difference between the price you paid, and the Standard delivery cost at the time you placed your order. Please allow a few working days for these funds to show in your bank account. Once again please accept our sincere apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“I have had nothing but problems! you cannot get hold of them. The telephone contact number leaves you on hold for 20 mins then says sorry we're busy, try later and cuts you off. On the two occasions I have got through, to cancel my membership they say someone will call me back - they don't. You email them and get a reply saying they may take 5 days to reply - and then they don't! The people I speak to are nice but they are clearly so overstretched they cannot look after their clients properly. The one delivery I had from them was late due to the weather. Overall I would give less than one star. I am hoping someone from customer service will call me soon so I do not have to keep trying and then write further reviews. Take my advice - avoid.”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your feedback; we are very sorry to hear of the difficulty you have had in contacting our Team. Having looked at your account, we can see that a member of staff has been in touch with you directly so we do hope this is now in hand for you. Once again, we sincerely apologise for the inconvenience caused and if we can help you any further please do contact us. Kind Regards Customer Services

“I can only repeat what has been said before. Money taken, delivery promised, but still no oil. Same old blah blah blah when you contact them, but still no oil. This is my last order through Boiler juice, will go direct to supplier from now on.”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your feedback. We are very sorry to hear you have not been satisfied with the service you have received. Having looked at your order we can see that, unfortunately, the suppliers vehicle was too large to make your delivery and so advised that a smaller tanker was required. As you are aware, the supplier did not have suitable sized tanker so the order was required to be cancelled and replaced selecting a 4 wheeler vehicle. Once again, we do apologise for the inconvenience caused by this and do understand the difficulty this can cause. If we can help any further, please do contact us. Kind Regards Customer Services

“Nice and easy to join and set up Connected. Kept informed at all stages so no complaints so far👍”

Helpful Report

“Never purchase Oil from this company as… Never purchase Oil from this company as they do not for fill on their promises and try to place the blame with the supplier. I have been with out oil for over a week due to them not delivering on time. When I contact them they say they are waiting to hear back from the supplier. I contacted the supplier who have delivered the oil after diverting one of their drivers on his way back to the suppliers depot. I also contacted Trading Standards who tell me that boiler juice is in breach of their contract with me, but boiler juice says its between myself and the supplier not boiler juice. But Trading Standards say if its boiler juice you pay directly the contract is with boiler juice not the supplier. I have had nothing but lies and un helpfulness when contacting them either via telephone or live chat answers are all pre rehearsed. I was promised call backs and emails and never received any. The only call back I received was when I told them I have been in touch with Trading Standards and also to claim the credit that they had got the oil delivered today, They were told that delivery was down to arrangements made by myself and the supplier this morning and nothing to do with boiler juice. I asked for compensation to help pay towards now having to call out a heating engineer to unlock and repair the damage caused by not having oil due to non delivery I was offered a £10 voucher to be added to my account for next delivery. Complete insult to injury. Safe to say I will be going direct to supplier in future and following up with Trading Standards”

Helpful Report

“Shocking practices and customer service,.. Oil delivery no-show,. NO customer service telephone line,.. 'Live chat' is a pre-rehearsed blaming of the 'supplier' and empty promises of an e-mail in reply to your question or complaint,. Simply the worst, most dysfunctional company I've dealt with in a very long time.. BEWARE!!”

Helpful Report

Good Afternoon, Thank you for your feedback. We are really sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that due to issues with driver illness and the volume of orders received there was a delay with some deliveries, we really are sorry that your order was affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Once again please accept our apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“I definitely will not be using this company any more. The last three times I have ordered oil it’s arrived late. This time not only will it be four days late but I will have run out. Partly my own fault for believing they could not actually do the same again. How wrong could I be. Absolutely useless”

Helpful Report

Good Afternoon, Thank you for your feedback. We are really sorry to hear there there have been delays to your deliveries being made. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Once again please accept our sincere apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“Money taken, no delivery and no communication. Long waits to speak to someone and no effort to resolve. Boiler juice blame their suppliers or COVID 19. However, the fact is its very cold outside we will need to ration our oil use this weekend- Thanks guys. We are still working, shame your company can not keep up.”

Helpful Report

Good Afternoon, Thank you for your feedback. We are really sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that there was a delay with some deliveries, we really are sorry that your order was affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Once again please accept our sincere apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“Ordered Oil over 3 weeks ago and failed to deliver contacted by email and automated response saying they will get back to us in 5 Days so contacted by their chat facility to be told we can’t contact supplier and advise when your oil will be delivered Absolutely Diabolical customer service”

Helpful Report

Good Afternoon, Thank you for your feedback. We are really sorry to hear your delivery was not completed within the time specified by the supplier, and the subsequent issues with communication around this. The supplier has confirmed that there was a delay with some deliveries, we really are sorry that your order was affected by this. The suppliers do try their very best to deliver all orders within the expected time, however sometimes delays are unavoidable. We do understand that the key point is around communication, and we are working hard with the suppliers to improve the lines of communication so we can keep our customers as up to date as possible with their orders. Once again please accept our sincere apologies for the inconvenience caused to you, if we can assist you any further, please do contact us. Kind Regards Customer Services

“I've been a customer for several years but the service has gone rapidly down hill over the last 2 years. I signed up to their connected service and paid for an engineer to fit the oil monitor. They posted the monitor to me but no one contacted me to fit it. I chased them several times but no response. In the meantime my oil ran out leaving me with no heating for a few days in the middle of winter and unable to contact them. I contacted an alternative company who delivered my oil the following day and at a cheaper price than Boiler Juice! Throughout this time Boiler Juice continued to take money each month out of my account. Eventually I cancelled my direct debit and then miraculously someone contacted me. I cancelled my account and returned the oil monitor (still in box) but 3 weeks and several unanswered emails later I am still awaiting a refund. Not impressed and will definitely not be using them again - avoid at all costs!”

Helpful Report

Good Afternoon, Thank you very much for taking the time to leave us your review of our Connected service. We are really sorry to hear of the difficulty you have experienced. We would like to assure you that your comments have been passed onto our Connected Team to review. We would like to extend our apologies for any inconvenience caused by this to yourself and your family, if we can help any further at all please do let us know. Kind Regards Customer Services

“Awful. Unable to resolve missed deliveries, they provide nothing more than a website and payments system for which they take a significant cut of the cost of the fuel. Better to go straight to the vendor, they are cheaper in my experience and take greater responsibility for there performance. BoilerJuice are powerless to help and have no processes in place to rectify issues.”

Helpful Report

Good Afternoon, Thank you for contacting us, and for your comments regarding our prices on the website. Unfortunately, we can only quote the prices on the website which are provided by our network of suppliers. Please be assured where possible we keep our prices to a minimum. However, prices do fluctuate quite considerably from day to day and between locations. We are sorry if we could not provide you with a suitable price on this occasion but please do not hesitate to continue checking our current prices at www.boilerjuice.com. Kind Regards Customer Services

“This company does not care about its customers. Failed delivery due to a split tank yet did not communicate this for 4 days! That has to be a health and safety breach and unacceptable! The oil deliverer didn’t not even leave a note or bother to knock for a socially distanced warning and BoilerJuice spout a load of twaddle about Covid not allowing them to do so...really? So Covid rules overcome my and my neighbours safety when there are always to overcome the Covid situation by just leaving a note! So 4 days on and a Friday teatime I get told by email of this issue so all weekend to worry and a £35 charge that turns into almost £40 for an admin charge that is non refundable! I won’t be using this company again and I will not be recommending them to anyone!”

Helpful Report

Good afternoon, Thank you for your feedback. We are sorry to hear of the difficulty you have experienced with your recent order. We were contacted by the suppliers to advise us that the driver was not able to deliver your order as you said in your review. The reason was because the driver noticed cracks in your tank & deemed it unsafe to deliver into. If the driver had delivered your order then there was a risk of the tank splitting. We contacted you as soon as we were made aware there was an issue with your delivery. We can only apologise that your delivery was not made, every effort is made by the supplier to complete all orders in full, but the drivers are responsible for ensuring it is safe to deliver to a tank. Once again, we apologise for the inconvenience caused and if we can help any further, please do contact us. Kind Regards Customer Services

“Trying to cancel my account cos the monitor is unpredictable to say the least, all paid up for previous deliveries but now being asked to pay nearly £50 to cancel? What a scam, don't go near them!”

Helpful Report

Good Afternoon, Thank you very much for your feedback, although we are really sorry to hear you are unhappy with the service you have received. We have passed your feedback onto the Connected Team and asked that they make contact with you directly regarding this. Once again, we apologise for any inconvenience this may have caused you and we really hope we can improve the service we offer you moving forwards. Kind Regards Customer Services

“Monitor not working correctly, giving false readings. Unable to speak to anyone about the problem as nobody will answer the phone. Have wasted hours hanging on the line. Not impressed and intend to go elsewhere in future”

Helpful Report

Good Afternoon, Thank you for leaving us your feedback, we are really sorry to hear your Connected monitor is not working correctly. We would really like to look into this further but unfortunately have been unable to locate your account from the information provided. If you would like to provide us with your postcode or a previous order number we will be very happy to look into this for you. We do appreciate that you may have provided this previously, however with no information on this particular review we are unable to connect it to an order or customer account. Once again, please accept our sincere apologies for any inconvenience caused. Kind Regards Customer Services

BoilerJuice.com is rated 3.3 based on 992 reviews