Review Time
Ordered online on 2 week delivery, no updates. Missed the delivery, website is down, phone lines jammed. Selected the call back option, they called back said nothing and hung up and didn't try again. Rang again, over an hour on hold, finally answered, person on the phone sounded stressed, couldn't tell me why delivery missed, didn't know when it would be delivered and was going to do an internal delivery request. No sign of a delivery and we are now seriously low on oil.
I ordered oil, a good price, it was delivered, the driver shut the gate. Should be 5 stars but loses 2 as it was not delivered on the date and I had to go to my account to find it was delayed, although I didnt know how long for, or why. Why not just send an email? Let the customer know?
After the review above I was contacted . . Which perhaps is good . . By phone and asked for my address which I gave and then phone number at which point I said I couldn't be bothered and ended the call. Certas knew who the review was from . . That is how they contacted me . . Asking for my address . . Why? . . Then wanting the phone number they had rung me on . . What?? As they knew it was me who left the review they could have emailed me a response, not that I think it warranted one. I object to the intrusion which, rather than fixing matters, felt like the start of a harassing phone call. As my Trustpilot name is Canada goose, I'm not sure how they realised it was me . . People who i have reviewed before have said without my name they could not help which led me to think Trustpilot was more or less anonymous. That is an aside to the matter.
Purchased oil back In August via boiler juice who in turn used H W Humphreys & Son and unfortunately on the day of delivery a spill occured. The spill mean we lost around 200L of oil into our garden that had to be torn apart to a 6ft deep hole to clean the area over the course of a 2 month period.
H W Humphreys & Son (Certas) haven't replied to any of my correspondence with no information on where the claim sits and when we will be reimbursed for the lost oil for a start never mind compensation.
Ordered oil. On website order showing as processing (or words to that effect) until the promised delivery date. Had to chase with email to get a delivery date at all, which was then a number of days later than promised. Have never had to chase a delivery for oil with any other supplier.
Always question companies that offer gifts (to be supplied with the order) if you leave a positive review (so you'll only get the gift if you effectively provide feedback before the service has even been delivered).
Placing an order went well. The nightmare started when a delivery date was scheduled. It was a series of lies for failure to deliver. Delivery changed from 12th, 16th and was finally delivered on February 17. At this point we were very low on oil. We had to book in a hotel for overnight stay given we have a baby as it was getting cold and didn't want to risk running out of oil. The bottom line is that Certas let us down. We had positive and negative experiences following up to find out what was going on. It is a shame that one of the agent was keen for us to cancel the order losing sight of Certas inability to deliver oil we paid for in advance. In the future, even if they're cheaper than competitors, I will not use them. An awful experience which doesn't deserve one star, a negative star rating would have been appropriate. It is a shame, because the delivery driver was very professional.
Abysmal. Appalling non-existent customer service with so many angry customers deserve a visit from trading standards. Deliberately fail to deliver valid oil order through their website (Homefuelsdirect) and then keep your money. No communication. No updates. No way to speak to anyone then use AUTO replies on trust pilot referring customers to non-existent customer service. Had to get another emergency order from local oil supplier who refilled my tank the following day with no issues. Look at the comments of 100's of furious people below and order elsewhere !!
We ordered oil on the 14th January for delivery on the 28th January. It is now 3rd February and we have had no indication of whether we will receive our delivery, it will be at least a week late now!
We have no heating, so family are freezing in the evening. We get told the message that we may hear about an update at 4pm each day, but never do...!
We don't know whether we will get a delivery tomorrow, next week or even at all! Poor, uncompassionate service.
The service was extremely disappointing. They failed to deliver my order and canceled it just as I was running low on oil. I placed my order on December 24 with a promised delivery by January 12, but nothing arrived. Despite numerous emails and calls to the service, I received no response. Finally, on January 16, I contacted them and was told delivery would happen that day. Yet, nothing came, and when I followed up later, I was rudely informed that the driver had supposedly tried to deliver but claimed the tank was locked. I was home all day and there’s no lock on my tank. They made no effort to reach out or knock on my door. They lied and canceled my order, leaving me with less than 100L of fuel.
My orders, whether direct or through a third party, have shown up without prior notice. My most recent order was scheduled for January 15, but it didn’t arrive. I was then told it would be arriving on January 19. I called for an update, but it seems it won’t come today either. While issues can happen, the provider has yet to improve customer communication. I’ll likely receive a text the night before any eventual delivery, but no messages have been sent regarding delays. In this digital age, one would expect such communication to be timely and straightforward.
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We are the largest independent distributors of fuel and lubricants in the UK. We deliver over 6 billion litres of oil to customers across Britain every year.
We have always provided our customers with excellent personal service and a great range of energy products and services. Our extensive and reliable delivery network comprises more than 130 depots, over 900 tankers and 2,300 employees.See more
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