Watson Fuels (Head Office)

I have had an annual contract for for boiler maintenance with Watson. Firstly, they still owe me a service from the Covid episode. The tried to catch up by attempting to book a services three months apart, which is not necessary. Then they blamed me for for cancelling the unrequired work.Secondly, they don't ask if you want to renew each each year, they just send an involve demanding money. If these are ignored they threaten legal action, even though I haven't agreed to their service for another year.So the experience works like this, you take out a 12 month contract on you boiler. When it is time to renew they demand money with no details of what they will provide, Then threaten legal action if you don't pay.I don't receive any notification that the contract will be renewed. Or any information as to how to cancel. In addition I have don't receive any contract information so I have no idea what I'm purchasing this year.If Watson read this then they really should reconsider how they communicate with there customers so that they feel valued and perhaps consider.The engineers have always been great.

I was recently tasked with ordering fuel for our farm and approached Watson's in Braintree as our previous supplier. What I got was an appalling service and we're still without fuel.I rang Braintree on the 2nd August in the morning, I explained what I needed and was told that I would need to speak to Chris as he was our account manager, he was on another call so would call me back; he never bothered. I rang back in the afternoon and got told it's supposed to be John (Ian?) not Chris and they gave me his direct number. I rang him, he was driving but rang me back.He had good candour but told me I needed to fill out a form so took my email address. This form never arrived. I rang John again on the 7th, no answer, and again on the 9th, he was driving again. He said it was not possible to handle the order over the phone, took my email address again to send the form again and promised to call me back. Neither has happened.

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.

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.

Missed my delivery as they did not notify me when it was arriving so gates closed as noted on my account, I have phoned 2 or 3 times a day since to get a re-delivery and they cannot tell me when it's coming, I'm getting very low on oil! so sat in the cold most of the day. you can no longer speak to a manager or transfer to the department as they only deal with internal email and no one can tell me any information!!! I feel bad for the call staff as they are the front line and their hands are tied. I have had a monthly account for years but since they have expanded their is no customer service!! Frustrating!!!! I will be considering to go elsewhere in the future!

Still awaiting a very late delivery with Hardly no oil left and two very small children/baby. Cannot afford another delivery from someone else. Do not use this company.No response. Nothing. Disgusting.To add this this they actually didn’t deliver till 1 month later. We had no heating or hot water for two weeks. I had to get a local company to deliver some for me on credit. Appalling.

If I could give no stars I would ! Ordered fuel 13th November. Been a good customer for years . It’s now the 7th December . I have been given 7 different dates for delivery and been let down on all dates and we are supposed to be a priority.Lost count of phone calls I’ve made to customer service with a daily promise of delivery . Not phoned me back once , even the manager !! No one can give me a reason . They say Chippenham don’t answer their calls . Sat here cold and exasperated. Can’t ring head office as there’s no number to ring . DISGUSTING!!!

Terrible service, failure to deliver ordered volume. Awful complaint procedure, not worth bothering with. Avoid at all cost. Even if the price is sooo cheap they won’t deliver anyway!!! Awful, zero stars!

An utter fiasco. Just like all the other reviews, this firm cannot be trusted to run a bath, let alone a company. Abysmal communications, false promises of delivery dates and times. A call centre full of incompetents, nobody knows what's going on, where the drivers are at any point in time, no ideas of ETA. Driver claims he was scheduled at end of day, not morning. Wasted my full day waiting in. Multiple phone calls needed by me. Its a relatively simple business operation and difficult to get wrong, but these fools seem to have raised it to a high art. No interest from management who typically claim to be in meetings which seem more important than paying customer. I hope the business fails calamatously. I will never use them again.

AVOID AT CALL COST!!!!Order was placed on 9th December and delivered to the wrong address on 21st December and payment was taken.i have phoned every day for the last 14 days to get a resolution but get fobbed off at every turn!!!To speak to a Manager, takes 5 yes 5 days for a call back!!I have now been without heating or hot water for 7 days and have no money to order elsewhere because they have taken my money and still no nearer to getting my delivery.This company is a bunch of thieves as far as i am concerned!