Boilerjuice - They take your money, choose your supplier, then abandon you when it goes wrong

honest_norfolk_folk

I ordered 1,000 litres of domestic heating oil through BoilerJuice in March 2026. Their chosen supplier refused to deliver, claiming the access route was unsafe. It wasn't. I have video evidence proving the path was completely clear. More damningly, a competitor — Certas Energy — delivered to the exact same location just six days later, with scaffolding still up AND a skip on the driveway, without any difficulty whatsoever.

The result? I was forced to reorder at more than double the original price due to market movements (Middle East war) following the cancelled delivery — a loss to me of over £648.

BoilerJuice acknowledged my video evidence that there was ready and easy access to the tank. Then ignored it. They hid behind a clause in their small print that says, essentially, once you've paid them, they bear no responsibility for anything their chosen supplier does or fails to do. They select the supplier for you — you have no say — and when that supplier lets you down, they wash their hands of it completely.

I escalated formally. Four times. Their response was polished, sympathetic-sounding, and utterly useless. They recorded my "feedback for internal review purposes." Cold comfort when you're £648 out of pocket.

I have now closed my account, requested a refund of my account balance, and submitted a formal comment to the Competition and Markets Authority regarding how their terms of business are structured to eliminate all consumer recourse.

Use BoilerJuice if you like. But understand this: if anything goes wrong, you are entirely on your own.

QrizB

I'm sorry to hear of your problems. The party at fault appears to be "their chosen supplier" (whom you haven't named), not BoilerJuice themselves.

I've never ordered from BoilerJuice myself. Do they tell you which supplier your order has been passed to?

dunstonh

Boilerjuice - They take your money, choose your supplier, then abandon you when it goes wrong

That isn't how it works

BoilerJuice acknowledged my video evidence that there was ready and easy access to the tank. Then ignored it. They hid behind a clause in their small print that says, essentially, once you've paid them, they bear no responsibility for anything their chosen supplier does or fails to do. 

It is a reasonable clause.

They select the supplier for you — you have no say — and when that supplier lets you down, they wash their hands of it completely.

If you want a say in supplier, then you go directly to your chosen supplier. Boilerjuice put out the tender, and suppliers give their price and Boilerjuice shows the best price from them.

Use BoilerJuice if you like. But understand this: if anything goes wrong, you are entirely on your own.

Boilerjuice, and the others like it, can be very effective when supply is normal. During those periods, there is excess capacity and its a way for the supplier to fill that capacity. However, when capacity is reduced, the suppliers either stop quoting or put the price up so much that it acts as a passive blocker.

This recent period is no different to any other period of reduced capacity.

Ordering oil on a service like Boilerjuice during a period of reduced capacity is not a good idea.