NWF Fuels Avis 

11 days I waited having moved into new home. After several calls and an email from them they still delivered to my old address. Unbelievably inept leaving us with no oil.

I sent you email 6 days ago as per below but no reply

This is a response to the reply in my previous 1 star review. I am not contacting you. This corporate reply does nothing to solve your incompetence. It is the same response you give everyone. You have my name and details for your failed delivery. Sort it out from that. Your company is not worth an iota more of my time. I would recommend anyone ordering through boiler juice to put your company on their DO NOT USE LIst ( as I have done).I suggest you proactively investigate all your poor reviews from unsatisfied customers and then remove yourself from the oil supplier game!

Shocking company! Takes orders that they cannot fulfil. They make promises that they cannot keep. Instead leaving customers waiting weeks without oil.
We ordered and two weeks later still no sign of a delivery. We were prestige customers of Northern Energy who were bought by these charlatans! No one answers the phone and when we contacted Northern Energy as it’s still their name when you ring they got in touch with NWF and discovered our delivery had still not been allocated. Northern Energy were a family run business and totally reliable. This new company is an absolute disgrace!!!
We cancelled our order (not that it would ever have arrived!) and instead ordered from Peak Oil who delivered a few days later.

Save yourself hassle and stress and avoid this shoddy excuse of a business!

Oh and NWF do not think about writing one of your generic insincere responses apologising with empty promises that you do indeed take all feedback seriously and blah blah! Nonsense!!! There’s a reason why you are getting all these negative reviews!! It’s because you haven’t taken all this feedback on board and changed absolutely nothing!! Stop lying! Stop making promises you cannot keep!
DO NOT TAKE ORDERS THAT YOU CANNOT FULFIL!! I will be reporting you to trading standards for this one.
If you do write one of your cut and pasted generic nonsense replies, I shall just write further reviews on your reply!

NWF are the parent company of Evesons, which is why I’m placing this review on their page…

I’ve been waiting nearly a week for my fuel delivery. Since the original delivery date, I’ve received daily text messages confidently promising delivery “tomorrow”. Spoiler alert: it never arrives.

The most recent order I made was placed via Boiler Juice, with Evesons responsible for fulfilment. Boiler Juice have confirmed they’ve had no updates from Evesons. When I contact Evesons myself, I’m repeatedly dismissed with: “You didn’t order from us, you need to chase Boiler Juice.” When I explain that I already have, I’m then told: “We don’t know when we’ll be able to deliver. I’ll get back to you.” They never do.

Sadly, this is not an isolated incident. Every recent interaction I’ve had with Evesons has been problematic, regardless of whether I ordered directly or via a third party. Their communication is abysmal, customer service staff are patronising, dismissive, and seemingly allergic to accountability. On a previous occasion, it took them several weeks to process a refund, despite being chased almost daily.

Running out of heating oil in winter isn’t a minor inconvenience, it’s a serious issue. Evesons appear to have neither the operational ability nor the customer service competence to manage the logistics of ensuring orders are fulfilled on time.

I would strongly advise anyone considering Evesons to save themselves the stress and order from literally any other supplier. In my experience, every alternative provides a better service, which frankly isn’t a high bar.

I want to make it clear from the outset that my frustration is not with the individual staff members I spoke to.

I’ve since learned through a 'third party' that the team has been left with only two people trying to manage everything since NWF Fuels took over, and that they are under extreme pressure. That explains a lot, and it also makes my concerns even greater.

My issue is with NWF Fuels’ lack of support for their own staff and customers.

We were left without heating oil despite giving three weeks’ notice that our tank was running low. We were assured a delivery within the next couple of weeks, advised to keep an eye on the tank, and then eventually ran out. When calling for updates, we received no apology for missing the promised delivery, and the communication felt dismissive and inconsistent.
However, learning the situation behind the scenes changed my perspective.

These staff members are clearly overwhelmed, trying to deliver a service without the manpower, resources, or support they need. It is unfair on customers, but more importantly, it is deeply unfair on the staff who are left to take the blame for issues created higher up.

NWF Fuels: Your employees deserve better.
They should not be placed in situations where they are:

Understaffed
Overworked
Unable to meet customer expectations
Left to deal with customer frustration without management backing

This isn’t just a customer service issue, it’s a management failure.

The frontline staff are doing their best under impossible circumstances. If NWF invested in proper staffing, resources, and support, the whole customer experience would be vastly improved

I hope the company takes this seriously. Supporting your staff isn’t optional, it’s the foundation of good service Northern Energy were proud to have once excelled in!!!

Understanding and friendly responses to my ordering confusion !

We order our oil through the village syndicate via the local depot in Dyserth. We have never had any problems with ordering but deliveries are occasionally delayed. Payment is straightforward and all staff are efficient and friendly. Prices compare favourably with other suppliers.

Atrocious service, when the fuel was delivered, which was 4 days late, the delivery driver did not put the lid back on the tank, we did not realise until the morning so the tank was left open all day & night in the pouring rain. I have phoned constantly over the last 2 days and was constantly promised a call back to resolve the potential issue of water in my oil tank which can have a catastrophic impact on my boiler, from a manager but still have not been contacted
UPDATE: We did not get a call from a manager as promised so we had to buy a special tester kit to confirm water had not got into the tank costing us money and stress. Reply’s to issues by NWF Fuels on trust pilot sound good but nothing is actually done.

Ordered heating oil on 7th Jan for 21 st latest delivery
It didn’t come just given a later date
They seem totally disorganised and incapable of planning in advance and completely unapologetic about their failings Dismal performance I would recommend everyone to avoid

Do not even think of transacting ! We used to use Pinnock Brothers, seamlessness for 30 years. NWF acquired them and we had no notification of it. Ordered oil early January to be met by a customer service representative who couldn't have been more unhelpful, if he tried. Pedantic, rude and addressed me by the wrong name 3 times. Asked for a small tanker (last load) due to our bridge and of course a big tanker came. Fortunately he had the wisdom not to cross. Promised a call back but nothing. Then advised it would be delivered by the end of the week. Then advised it would be delivered the following Monday (which in fairness was). In short, we had no heating for 6 days. NWF management eventually called (re-active) and said we have issues! Offered £100 compensation which for 6 days in a 5 bedroom house with no heating and false promises seems paltry.

Truly shocking to what has been the goodwill from their acquisition.

Shame on you NWS Fuels - you couldn't be even bothered to pick up the phone pro actively. You have certainly lost my goodwill.

Absolutely appalling service received.
My order should have been delivered on 8th Jan but didn’t arrive. 8 days later and three more failed delivery’s I still have no oil and no idea of when it will be delivered! I’ve now run out of heating oil but no one at customer service can help or escalate the problem . I’ve had an oil system for 20+ years, obviously ordered regularly ( not with this company ) and never had this problem. I will never use this company again

This is an update to my previous NWF review. Sadly despite two further email and telephone promises of fuel delivery, 13th (14th was ignored totally) and this MORNING. By midday no sign of fuel prompting ANOTHER phone call - we were assured our delivery was scheduled and even had a note attached to not postpone due to previous delays. By 3.30pm my husband became very agitated and phoned NWF himself when he was eventually told the truth apparently "fuel supplies were low" hence delays in deliveries. Why not come clean and set that out from the start. Plus DO NOT keep promising another and another delivery date when clearly it's not going to be fulfilled. It just leads to customer frustration and frayed tempers. Miraculously following my husband ranting via the phone our fuel was delivered, the driver was allegedly contacted and told to redirect to our address!!!! Odd that, as EVERY conversation I had with NWF they claimed they had no way of contacting the drivers. Needless to say we will be looking elsewhere when ordering our domestic fuel in future.

Still no heating oil, ordered with boiler juice on the 1st of January for delivery by the 9th, no communication as to why it wasn’t delivered, we constantly ring both boiler juice and Broadland fuels but both say it’s coming today.. until it’s closing time and they have all gone home and still no delivery! The people paying on DD at 10p per litre more seem to get their deliveries just fine!! Apparently boiler juice are overwhelming them! (Their words!) maybe consider not taking on so many orders?

No focus on communication for customers.
My delivery was not made on the stated date, I had to call them myself and was promised the delivery on the Saturday (on the day). It never happened.
I call up on the Monday asking where it is, I am then told Tuesday. Why send SMS messages out stating one message and then let the customer down? A phone call setting expectations would go a long way.
Asking if I could have had the delivery a day before rather than the Tuesday offered, I was told that they couldn't call the driver as they aren't allowed to do so and the routing has already been done. I shall not be using them again.

Absolutely wonderful people to deal with, Rebecca is a star and always keeps our prices very competitive, I recommend everyone to NWF with no hesitation!!!! We will never change now 😉

They are a large national company using call centres. I found them to be Impersonal and inefficient and not a company I would try to use again

This company consistently charge around 10p per litre more for oil than other suppliers.
I have been feeding them with a pay account for years and always have the same conversations with the sales agent, no room for manoeuvre on price. No consideration towards loyalty. People are saying excellent service, would not change... What part of filing a tank with oil is excellent service?!

Pinnock Brothers have failed to deliver our oil twice on two days when they have said they would pushing the delivery back each time. We have now, with very cold temperatures outside been without oil for a week. When we run them this morning they said it would be delivered at midday today but calling them again it has been changed to Friday. My elderly mother is freezing cold and feeling unwell due to this. Very unreliable.

Reliable fuel supplier with exceptional customer service. The service we receive is efficient,well organised and dependable.
Bea has been fantastic always proactive knowledgeable and quick to respond,it makes managing our fuel requirements completely stress-free, would absolutely recommend to other businesses. simon

Extremely poor service
Terrible communications - I was told they would ring us back on serval occasions but neither BoilerJuice or NWF / Broadlands Fuel did.

Oil delivery was SIX days late, even though we had requested the delivery to be cancelled by both NWF Fuels (Broadland Fuels) and Boiler Juice, then they decided to deliver even though the order was cancelled and an emergency supplier had been used.

Very poor service, just go direct to a supplier and avoid at all costs.