Watson Fuels (Head Office) - Chippenham

Stacey B.

I thought I was making a good choice agreeing to Watson Fuels monthly payment scheme but I was absolutely wrong! My order was delivered to someone else (yes you read that right), promised redelivery 3 times before it actually happened. Promised that I wouldn't be billed for the order I didn't get. WELL, received my statement and you guessed it, I have been billed! Phoned 3 weeks ago, explained they apologised and PROMISED the credit would be on my account by the following week as all notes are in their system. Did it happen? NOPE. Phoned again, excuses made and promises to phone me back by 5.30 that evening. Did that happen? NOPE. I received an email last week from some Bernie who is looking in to this...what?! Absolutely appalling and such disappointment with this company. This experience is the way NOT to treat loyal customers you want to keep. I have absolutely no faith in anyone at Watson Fuels as they just pass the buck and keep money that isn't theirs.

skyhawk747

Hideous company for customer service. We ordered heating oil from them 2 weeks ago and were told delivery would be in 5-6 days. I informed them that, as always, we need a small tanker due to restricted access.

After a week, no delivery, my wife called them, explaining she is vulnerable with stage 4 cancer and we need oil delivering. She was told it was coming Saturday or Monday.

No delivery on Monday, so she called again and was told they tried to make the delivery on Saturday but couldn't due to it being a large tanker. She explained that many times on our account, they were informed it had to be a small or baby tanker. They said they would try to deliver yesterday.

Again, yesterday, they tried to deliver in a bigger tanker - failed to gain access, never told us, and so my wife called again today, and they said no plans for any more delivery.

I then called customer services and spoke to a manager who then claimed that the baby tanker was "in the garage" and they don't know when they can deliver

Do NOT use this company; they are a disgrace. I explained that this has now been over 2 weeks, and we are running out of oil, and that there is a vulnerable person in the house in the cold, and we will have to use an emergency oil company at triple the price per liter, and how is this my fault?

Disgusting service. Use this company at your peril...

Rachel S.

Absolutely appalling service and totally unreliable. Oil ordered nearly 3 weeks ago, and still no idea when it will arrive. They are aware I have now run out. Spent 2.5 hours calling customer service last week. No call back from a Manager despite numerous requests. Will definitely not use this company again.

Ben B.

The worst ever customer service I have experienced.

- Multiple slips of delivery date.
- Repeated reassurance (4 calls over two weeks) that it would be with me ‘next day’ and that it’s been prioritised
-Guarantees that I’ll be kept updated which never happen
-Escalations to managers who have no clue what is going on when they eventually call you.

ALL WHILST I REPEATEDLY STRESSED THAT I HAD YOUNG 3 YEAR OLD CHILDREN AND NO HEATING.

I ordered 12th September and cancelled on the 2nd October.

Even if they are a few pence cheaper, avoid at all costs.

Eventually I reordered with Lucas Fuels who are a small family run business, had it with me quickly and kept me updated.

Michelle H.

Unacceptable service - ordered home heating oil in October but delivery never made so ran out of oil two weeks ago! On the phone every day trying to get date for delivery with no results. Appalling communication - say they will escalate and call back but don't. Not once, not twice, not three times - 4 times I have been promised a call back. Nothing! I have two children at home, one with asthma and despite this they have not prioritised us. Will take your money through fuel payment plan though. Have today given up and ordered through another company. Refund will take 7 days! Even made a complaint over a week ago and no response. Terrible customer service.

Martin C.

What had happened to this company? We've used them for about ten years and they've been fine. Used to answer the phone after a couple of rings, now you sit there for 30 minutes, listening to the recorded message saying how important customers are to them before they answer.

Worse still is the service. We ordered oil three weeks ago and were assured that it would be delivered in five to seven days. Ten days later we rang to ask what had happened. Apparently the driver had not had time to deliver it so the delivery was abandoned. No attempt made to redeliver. The person on the phone said we'd be put on the priority list and should expect delivery in 48 hours.

Five days later, we rang again. Again put on the priority list - we'd been out of oil for a week by then and my 89 year old mother in law was beginning to feel the cold.

That was five days ago. Rang again today and got through after only 23 minutes. Chap on the end of the phone said he'd speak to his manager and ring we back. Of course he didn't.

If you've got an account with these guys, watch you credit because they're likely to go out of business soon.

Beverly M.

Absolute shambles of a company now.
Ordered oil 27th October. Called yesterday to ask when it was arriving was told it was going to be today but now it will be Tuesday. I had not received any emails but was told they had gone out.
So we were out during the day IT WAS NOT GOING TO BE DELIVERED. And our ring doorbell goes off. My husband looks to see the delivery driver at the door? He speaks to him telling him where the tank is(they would know this from previous deliveries)
He walks around the house then gets back in his cab and drives off without leaving the oil?
I have spent the last 24 hours trying to find out why he did not deliver it and when we can get it. After speaking with a out 8 customer service agents who all promised to get back to me still nothing. All they said was he could not deliver due to not being able to reach the tank 8.5 years we have lived here with no problems.
I have now tried to cancel order but have no idea how or when I will get refunded.
Watson used to be good. But are now owned by an American company. So that explains a lot. The USA have no customer service.

William E.

Delivery put off 5 times and taken over 2 weeks from order with very poor communication, no apologies or explanation. Very disappointed with the poor customer service and inability to speak to anyone in a senior role to sort out the problem. Will be reluctant to use them again.
The saga continues with more cancelled deliveries. Tank run out and poor communication. Not able to get past the 6 different customer service operators I spoke with. Eventually cancelled order in total frustration and a local company delivered the next day after ordering to help me out. Watsons need to get there act together as worst customer care and service I have ever had, safe to say they have lost a customer.