Watson Fuels

Set up an online account with these guys to order fuel, tried to book the delivery at a cost of £617.61. There system said the order failed so I tried again on a different card for £617.61 again, only to be told by their system the order failed. Turns out the order failed as there is not open order visible on my online account but on checking I have been charged £617.61 TWICE for the “failed transactions”. I have messaged them twice to try and get this sorted out with no response. Be wary this may be a scam. I’ll be issuing chargebacks for both transactions if I don’t hear back in the next day or so. No oil, no response and over £1200 out of pocket.

Left my grandad without oil 5 weeks after ordering and then refused to deliver, management are incompetent and have no clue what they are doing. Avoid at all costs.

Do not use!

Wish I had ready these other reviews. Moved to a house where I need oil. Was planning on being a long term customer. Made two orders and had 6 failed deliveries so I ultimately cancelled. Therefore, only actually received 1k litres of oil. Complete shambles and waste of my time.

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.

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.

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...

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.

Blocked road for 20mins both ways, caused absolute carnage, when asked to move i got a load of mouth from the driver. Reg number PN70DJO 29th August 10.46, pagham west Sussex, judging by the other reviews they prob won't care

Having been a customer for 22 years - last two have been awful, order your oil - three weeks later it still doesn’t arrive! All you get is rerouting messages and excuses for non delivery and vehicle issues. Funny really they say they can’t deliver then you pop out and see a Watson tanker pass you - but it doesn’t deliver ! AVOID WATSON AT ALL COSTs!!

Stay Away!!! Awful company and not worth wasting your time with... Managers/Staff haven't got a clue what customer service is... First and last time I will use. Failed delivery upon failed delivery! What a bunch of Jokers!

Ordered oil on 11/12/2023 told it would be delivered in 5 days. Phoned 18/12/2023 said would phone me back didn't. Phoned 20th Dec told delivery would be with me today didn't come.Dec 21st spoke to Andrea said she'd call me back hasn't Monica refused to give me MD name.

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!!!

So unprofessional and unreliable I would suggest not using this company. Extremely poor service.

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.

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!

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.

Shambolic service after 20 years of good service

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.

I am adding a similar comment to the list of other 1 star reviews (I would give no starts if I could). The delivery came on time, but bizarrely the driver claimed he couldn't find the gate so he drove off again without delivering. Over a week later and way beyond the before by date and my oil just keeps not arriving with no explanation. It's clear that Watsons fuels are completely unconcerned that I have virtually run out of fuel. A complete shambles, rude customer service (if you can call it that) and as other customers have said, avoid. Actually I notice another customer had a similar experience with the driver coming to deliver but not doing so. A later update - I eventually had to cancel the order because they couldn't give me a delivery time in the near future, and of course I then had to pay more elsewhere for an emergency delivery. A further update - Today they got in touch and offered me a goodwill payment of £50 to compensate me for having to cancel and go elsewhere - this doesn't change my opinion of Watsons, and it only covers me for the extra I had to pay for an emergency delivery elsewhere, but a nice gesture nonetheless

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.

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 am so cross with this company, I am fuming! First we had a two week issue with obtaining oil which, in the end, had to be 'outsourced' as we'd run out of oil and Watson's couldn't get it to us. It eventually came ...from East London and the delivery driver told us it happens all the time and he has been to Wales, and the Isle of Wight!! Then, as we'd been loyal customers, paying by direct debt for years, I was told that we could have £50 compensation for the trouble caused plus a refund of the money still in our account after the oil delivery, amounting to well over £200. That was on the 17th January ( now 23rd Feb!) and we have still not received anything. I have spent hours on the phone over the past 2 months trying to get answers and asked for email updates as proof of my efforts. Nothing...no emails despite assurances and no updates as to where we stand! I am writing to head office today in a last attempt to get some action and then to the ombudsman as I've had enough!!

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!

Long standing account customer. Asked for priority delivery and they have let us down. Weekend in the cold.

ABOUSTLY SHOCKING company. Ordered my oil on the 3rd was told it was being delivered on the 10th between 3 and 5, I waited in it did not turn up, no phone call to let me know this. You then try ringing them what a joke they don't answer the phones, you just listen to them saying to download the app on an automated service when you do eventually get to talk to someone they don't know why you're oil wasn't delivered or when you're going to get it. This happens every time I order my husband has had to buy 50ltr in a drum as we will run out. No more Watsons we will be closing our account as this is so shocking to be treated like this from such a big company.

Completely unreliable and quite appalling customer service. Avoid.

The service from Watson Fuels is rubbish. Deliveries don’t happen when promised and you cannot get through to the depot by phone.

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!

Don’t order from them

Do not use this company. They do not deserve to be in business. Read all the reviews below. My 96 year old mother has been left without oil since mid November. Sick of the lies I hear when I eventually get through to customer service (generally on hold for over an hour each time). It feels they are mocking their customers. It needs to stop. They are abusing the trust customers put in them.

Still waiting for the phone call I should have had on the 11th december

I am so disappointed with your service order from 7december got a message saying it will be delivered on the 21st still waiting no one taking our call this was the worst Xmas I ever had I could not have our grandchildren over we did not know when it was going to run out of oil

Unbelievably awful company. They don't deliver when they email you the date and are IMPOSSIBLE to contact by any means. AVOID,AVOID, AVOID.

This company is totally run by clowns. I ordered fuel at the beginning of this month and was told it would take up to 5 working days……I’m still waiting for a delivery and I’ve run out of fuel. I’ve phoned the Watson bunch in Stevenage multiple times, left voice messages, heard nothing back, I’ve emailed, heard nothing back, they’ve now stopped answering their phones. I’m now going to stop my direct debit with them and go with someone else. Appalling service.

Would give zero stars if possible. Order not fulfilled after a month with no communication. We understand from other reputable suppliers that Watson simply turns the phone off when facing fulfilment challenges.

Appalling customer service - they deliver under the amount paid for and do not refund the excess paid. They owe me over £800 and are delayingmaking the refund . No stars really - but I had to give it 1

Awful customer service - impossible to speak to anyone, no one answers email. Waiting for 2 weeks for oil…… paid direct debit monthly, so now need to try and get money back. I would urge anyone to avoid

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.

I am 75 years of age, just discharged from hospital after having a tumour removed. Phoned an order through to watson Fuels asked them to email me to let me know when the delivery was coming, failed to do so. Contacted so called customer service and was told they did not have my email address, yet that is the way they have been in contact with me previously. Oil delivered 1st November, i was owed over £200 refund, spoke to the office on 3rd November and they told me the refund would be processed with 7-10 days it is now 22nd November and the refund has not been sent to my account. An absolute shambles

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.

Absolutely appalling company - don’t answer the phones - do not disclose the price of fuel to registered customers - not delivering to vulnerable ill people in the time period agreed so they run out of fuel - They refuse to escalate complaints to the manager as requested - just the customer service rep dealing with it herself in a most dreadful unprofessional and unsatisfactory manner and refusing to send to the manager as requested three times ‘ ‘ because the manager will tell you the same thing ‘ Will be reporting the company for breaking disability laws and to the energy ombudsman Don’t get fuel from this company - look at all the one star reviews !

Awful awful awful. Avoid at all costs!

I’ve been a customer for many many years but their service has got progressively worse to the point it’s now hard work to get them to communicate effectively let alone deliver. Order placed 4 weeks ago, didn’t arrive on time last week. Called to find out where it is to be told it’s coming today and I’ve received an email to tell me that. Why would I be calling to find out where my delivery is if I had received an email. Where do they get their staff…it’s exasperating.

Awful . Really Awful

Paid for oil on 26th May, was told will arrive by 6th june. Nothing. No calls or communication. Called today ro find that they apparently tried to deliver but decided they couldn't get down my driveway, even though the previous owners have been using them for many years. Was told it was drivers discretion if they wanted ro deliver?? Could not then give me another delivery date and said again we are not urgent. I explained I was extremely low and that's why I needed it when I ordered it. No communication to say they attempted delivery or that it was returned, they hadn't rerouted to come another day and heard nothing from this company until I called today asking where my order was. They confirmed they had notes stated on my account that a hose needed to be run from my driveway to my fuel tank. But apparently after X amount of years delivering to this address, my driveway has shrunk. I have a young child and a baby and about to run out of oil. Disgusting customer service and I would not recommend this company at all!! I have now cancelled my order and gone elsewhere who will deliver in the next 3 days so waiting for my refund. Quick to take your money and not deliver, wonder how long it will take to get my money back. Avoid this company at all costs.

This company has lost its way. customer service, so poor.

Very poor Service

Absolutely awful. Claimed driver had put on my account unsafe to deliver. Went on for weeks til oil ran out. Ordered pre invasion of Ukraine. As problem never resolved reordered with another company, cost me an extra £1,000 as then after invasion. Do not touch with a barge pole. Had been ordering from them for over 20 years.

Updated post on Ledbury depot reviews platform.

Awful service ordered on 31 Jan '22 and it's now 14 March and still no oil DO NOT DEAL WITH THEM.

You should be ashamed that you have left a church freezing cold where people are attending funerals, deliver the oil to the church , the fact a Vicar has had to reach out on social media is a disgrace, you deserve all the bad reviews

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.

Placed an order and paid in full - no sign of delivery. Trying to contact customer services just a joke. Must be owned by an oligarch!

Been with this company for years, I’m afraid no longer, been on the phone for 4pm in no reply. The app doesn’t work as they don’t send you a password by email. And I have a credit on my account which I can’t access, great way to rip you off.

As everyone says the phones NEVER get picked up!!! I have a tankscout fitted and the app is still saying pending after 4 weeks. So can't see the level of my oil. I have complained thru various methods of filling in comments boxes for them to totally ignor all of them. Really disgustingly bad customer service. The only time I got a response was by cancelling my direct debit with them !!!!

Worst Fuel Company i have ever had to deal with. Our fuel has been consistently late now for the past 6 months. Try to call Theale no answer. Try to call Chippenham no answer. Managed to eventually speak to a nice lady on the phone who advised the tanker was on route and guess what no delivery. Either i am dealing with liars or complete incompetence. We Run a large fleet of agricultural tractors and can't afford to be down on a simple thing like fuel. I dont say this lightly but avoid this company at all costs.

Absolutely diabolical customer service. Nightmare to het hold of anyone, inaccurate information given, and they will not deliver your oil until the last possible date. Do Not Use!

Plainly this company has no concern for its customers. They never return calls or emails. They fail to show up for oil deliveries. Just terrible

Appalling customer service. The worst company I have ever dealt with. It. takes at least 25 minutes to get through to customer service and then they are totally dismissive and unhelpful. They cancelled my oil delivery without notice and then took a week to reschedule it. When they did finally deliver it they tried to charge me a 25% surcharge for a priority delivery. I refused and told them I’d see them in court!

First class service. Ordered and paid for fuel on 2nd Feb 2022, told it would be delivered on 17th Feb AM. All arrived as promised and two phone calls from them to check everything was ok. Fab Service. Highly recommended. Nice chat with Delivery driver, he made my day.

Left my 69 mother without Oil and therefore heating, kept lying to her, awful service, furious, will find another supplier.

Simply appalling customer service. Avoid ordering from them at all cost. They take your order, take your payment, promise delivery and then fail on every subsequent activity. Fail to deliver, fail to communicate, fail to answer your calls leaving you with no fuel for heating or hot water. Shocking on all levels. AVOID this supplier

Absolutely the worst customer service I've EVER come across. They took my money upon ordering, then promptly failed to deliver on the agreed date. No phone call, no nothing. We've since phoned 4 times and been fobbed off every time and we've still no idea when we will get our heating oil a further week down the line!! Do yourself a favour and look elsewhere. Avoid Watson's like the plague.

This is my second bad review hoping to get some response! Please can someone just answer the phone! I’ve been trying to pay my bill now for two weeks. I have tried paying with on line banking and it comes up as “High Risk” so can’t do that. I don’t have a cheque book so can’t send you a cheque. What is going on? I’ve sent two emails asking you to call me as I want to pay my bill. Don’t you dare try to claim interest after so many attempts to contact you! This is the most disgusting customer service ever. I just want to pay you. I’m totally at a loss to know what to do to pay if no one will answer the phone. I’ve tried ledbury. I’ve tried your HQ. I’ve tried the CS line. I’ve tried the order line. Not one call has been answered. Absolutely ludicrous.

Ordered with plenty of notice (2 weeks), total failure to deliver and no reason given. Had to order a short notice delivery, costing more, from other supplier.

Absolutely horrendous service. Left without oil, poor customer service and even after chasing them they still failed to even schedule the delivery knowing full well they had gone over the delivery date. Avoid at all costs

Disgusting service no one answer calls or calls back so I'm cancelling my account

Just to add to the running theme of these reviews. This company is a shambles and the MOST appalling customer service. We are a priority customer and have been left waiting over a week with no heating and as so many here say no comms whatsoever and no-one answers the phone!!! Senior management should indeed be ashamed and I strongly advise everyone against using this company.

Absolute disgrace. No communication and still no oil. So you are comfortable to be leaving loyal customers with no heating over Christmas and no word as to when a tanker might appear are you?. You should be thoroughly ashamed of yourselves Watsons management.

We have been a long standing customer of Watson Fuels paying monthly into their budget payment plan, never missing a month. We rang two weeks ago and ordered our oil as we calculated that we had about a week or so oil left. We were told it would be delivered on Tuesday 14th December. Tuesday came and went, I called Tuesday late afternoon but no reply , I had to listen to this awful music over and over with a man's voice telling me how important my call was and that it would be answered in the order in which it was received. Well needless to say no one answered. I waited in Wednesday and called many times ,again no answer, Thursday came and I finally got through only to be told that because I said that the covid excuse had been used by so many, that I was fed up of hearing it my call would be terminated as they had many staff off with covid, I explained that both my husband and son had both had covid and I sympathised with anyone who had it but I felt Watson's were using it as an excuse. The lady said she would put me on the priority list due to my many underlying health conditions but she still couldn't give me a date as to when I might receive my oil, so what was the point of the priority list. Friday morning I received an email saying my oil was coming that day ( today 17th December). It got to 2.15pm nothing so I called Watson's. An hour later a man answered, he was not at all concerned about my oil not arriving or that I had been waiting for over an hour for someone to answer. He said that if I had received an email saying it will be delivered then it will, I told him I received an email saying it was coming on Tuesday and what happened.. nothing. He assured me the drivers work until 6pm so my oil will arrive. Well guess what ..it bloody well hasn't. We are now desperate for oil and have had to turn our heating off . They are now putting my health at risk as I am anemic plus I am a type 1 diabetic and have been for 49 years, I have asthma, four stents plus fibromyalgia. My next call on Monday will be to tell them I want my money back, My husband rang Kinches this afternoon and the call was answered immediately now that's good service for you plus the person on the end of the phone was polite. Shame on you Watson's , you are a disgrace. They even had the bloody cheek to send us a Christmas card that went straight in the bin. How come they manage to send cards but can't deliver the oil.

Unlike some other recent correspondents we *have* had a delivery of oil this autumn, but although I asked that they contact me directly to arrange payment, they persisted in sending threatening letters to their (vulnerable) customer. More recently I have found it impossible to pay or order over the phone. Reluctantly as my relative has been a customer for decades I am going to have to purchase from other suppliers.

No oil, no communication, no one answering the phone but you have taken my money. Might be nice if you dealt with all these complaints?

The worst customer service we have ever experienced. Please avoid this company, there are plenty more business available that care about their customers and staff. Our delivery date has come and gone but no information is being given to us as to when we can expect it. The staff working for them have no information at all, will not put you in touch with management and promise call backs to no avail. We have spoken to several members of staff now and it has been the same situation every time. We even asked for early delivery and they told us that would be possible only for it to now be extremely late and us be without fuel in December! If they had just been honest with us we could have made other arrangements. AVOID AVOID AVOID!

We have been kept waiting for 32 minutes for an update on a delivery that has failed to materialize. Awful music while our call us held in a queue! Update - now waiting for 50 minutes, no answer

Terrible situation. Orders cancelled four times in the last two weeks. No oil for heating. Can’t get through to the customer service. Holding for 30 minutes. Have been with them for 8 years. Not a great way to treat a long term customer.

Have spent over an hour in total trying to contact your Head Office and local branch to place a non-urgent order - sent emails too - all to NO AVAIL. This is the WORST customer experience I've EVER had - so despite being a customer of years with an account have moved my business. Called new supplier 3 days ago and had deiivery 3 days later. WELL DONE S & S Motors as for Watsons nil poits

Ordered at the end of August. Tank turned up early September but didn't deliver for no valid excuse. My order was then cancelled without my knowledge. Called mid September to chase and said they had to place a new order. A tank turned up at 7.30am, then just drove off again without knocking the door or anything. They had easy access to the driveway too. I've chased every week since then and up until Mid October I had managed to get through on the phone. They told me "2 weeks for delivery" which is just absolute rubbish. Now it's 5th November no-one answers the phone, I have no oil STILL! I've filled in the contact us form online. Nothing. I'm ordering elsewhere and cancelling the direct debit. If they can't deliver for whatever reason, just say! Don't lead everyone on! WORST service.

just awful, no one answers the phone, no oil delivered yet they've taken my money

Terrible service and completely impossible to contact anyone by telephone.

A shambles of a company! Delivery date has come and gone and now days later, they still have no idea when they can get heating oil to me! I need hot water and heat (virtually essential commodities) and they should have never taken my money and order if they were not able to supply the product in the time frame they offered.

Ordered 1000 litres of heating oil two weeks ago. Not delivered and can't get through on the phone. Heading into a very cold weekend. Two-week delivery I can just about tolerate but not answering the phone is unforgivable. Never again Watson.

We ordered 1000 litres of heating oil on 19 March with a guaranteed delivery by 1 April. Repeated calls since have not resulted in a delivery or even a date by which delivery can be made. We have dealt with these people for 25 + years. Their behaviour has all the characteristics of a company that is in difficulties in my view. Don't touch them.

Never had any problems with Watson Fuels until recently. Invested in a Tank Scout through them to never be without oil. My tank was due for filling over a week ago. Still waiting delivery and out of oil. Their organisation seems to have 'gone to pot' looking at the recent reviews posted.

Appalling service - still waiting for an overdue oil delivery! No communication received to advise of a delay. Despite numerous contact (as they do not call customers back when they say they will nor do they email!) still no date provided. We have informed them the delay means we have run out, no heating no hot water and an elderly relative living with us - but they do not care. Customer service shocking - rude and unhelpful and no desire to resolve the situation as apparently they decide willy-nilly, day by day, who they deliver too!

Disgusting To leave a single mother and her 2 year old baby with no hearing in minus 5 conditions. 9 days late. 2 promised delivery days with no shows. Unprofessional unkind and shocking Avoid this company at all costs

I am on their budget scheme and have just been charged 50p per litre when the price on line is under 30p and still waiting for a manager to phone me to explain this. Do not touch them with a barge pole.

Well once again I have a weekend without hot water or heat. Two months after you came to service the boiler and it has not worked since 7 or 8 visits from your fitters and a cancelled vist today 28.8.20 as you say part is not in 2 weeks after you ordered it . Your gold service is a disgrace. You do not seem to have the ability to maintain my 5 year old boiler. I am lost for words at your customer service policy and back up . We live in hope of getting my boiler which you have serviced for 5 years fixed and then getting away from your Gold standard service . Hope you all have a warm and pleasant weekend with heat and hot water . Sean McGrath

We have always received a very good and professional service.