Add your feedback on heating oil broker Fueltool

Naturally009

Used Fuel Tool for locating heating oil. They came up with the cheapest price which naturally I went for. So I placed an order for 1000 litres of heating oil with the delivery being 5 working days from the day of order.
On the day of delivery (which was on the confirmation order email) guess what, no fuel. Tried contacting the fuel supplier (S & W Fuel Brokers Ltd) and was told the person I needed to talk to was currently out but would me call back. Of course, they didn't. The following day I tried contacting S & W again, in total I tried 10 times and each time the phone just kept on ringing except once, where someone picked it up and hung up again. I then contacted Fuel Tool and told them of the situation. Obviously, they said it was unacceptable and would call and email S & W to see what was happening and they would call me back with an update. Yep, NO phone call back from Fuel Tool. I finally got to speak to someone at S & W, they informed me that they were having trouble with there hauliers but would arrange for 100litres to be delivered until the full order could be organised. After thinking on this that evening I decided to call S & W again and cancel my order and request a refund. After a few attempts of calling, I finally got through and asked for a refund. The girl said "no problem, I'll let accounts know and it will be done today". You guessed it no refund!! I also emailed them but I've not had any reply.
So, I'm £478 down and I'm still fighting to get my money back!
As for Fuel Tool, it seemed like they couldn't care less. Not once have they kept me informed, called me, nothing. There are others who have ordered fuel via this site which directed them to S & W Fuels, I'd be interested to know how they've got on.
Only use oil suppliers you know and can trust.

EricMears

After some dissatisfaction with my usual supplier,  I searched online for alternatives and found Fueltool were quoting 10ppl less than them.   I looked through some online reviews and was rather worried by some of the comments on this page but decided to proceed anyway since (a) my tank still had several week's supply left and (b) I was paying by credit card and confident of protection if necessary.

There were a couple of problems with receiving their emails : for some obscure reason,  a couple of them were clearly showing a sent time that was up to 11 hours before actual arrival time !  However I did get in touch by phone yesterday afternoon and paid by credit card and delivery was this morning.  I had been warned that quotation was subject to possible price changes if market prices moved to which I responded that any increase above £5 should lead to cancellation.  In fact (from delivery note) price had dropped by 0.6ppl meaning that I actually paid £9 less than original quotation.

I wouldn't go quite as far as to advise others to ignore previous comments on this page but can see no problems likely providing you order in good time and pay by credit card.