NWF Fuels Reviews 298

NW FUELS
When telling a customer the oil is to be delivered, then it should be delivered on that day! We have had an email stating delivery date, plus three different managers saying the same. 5 days days later the oil is still not here! Now, it is coming tomorrow!
NW Fuels has gone to being a slipshod organization with little or NO communication regarding it's deliveries. Our last two deliveries have been chaos with senior management having to send a tanker from Birmingham to Gt: Yarmouth. Another British company going to the dogs due to poor management, and lack of communication! That combination kills companies and their reputations! Sadly it is another British company!

Ordered oil 11 days ago, but understandably they were unable to provide a price under the circumstances. No contatct was made at all and a lorry turns up with oil and I had no idea whether it was £400 or £1000. Tried phoning the company for days and no one is answering the phone, so sent the delivery away. Apparently I am one of many their customers with the same story. Delivery driver was very understanding.

Hello to whom it may concern 

You need to join up your admin...

I have been a top up customer for a few years without any real problems 

I noticed my tank was depleted and i ordered a tank refill of oil on the 24th of February 

Which I was told 10 days lead time not unusual and not a problem.

I appreciate the current circumstances have changed the pricing which is also not a problem,
I just want oil...
My concern is 

I personally ordered the fuel on the 24th Feb not top up me making the call

I emailed after 10days stating 10days has passed and no fuel has been delivered and I haven't been told of a delay and can northern energy confirm the delivery date.

After no response

 I ring at 10am the following day to ask when it will be delivered,I am told tomorrow. Great.

Then I get a (missed)call at 315pm saying the oil will be cancelled due to not speaking with me, (it is only by chance I got the call at 315pm due to limited reception) 

How can this be possible? You had spoken to me. Once when I ordered the oil 11days ago and second when I confirmed it was coming a day later than your suggested delivery(5 hours before you wanted to cancel)

Thankfully the order was delivered, but only due to my chasing, if I had not had a signal, then it wouldn't have been delivered.

If I ordered it 10 days ago I want it!!!

I have cancelled my top up membership as there is obviously a lack of joined up admin the whole reason i have had top up and staying with one supplier is for ease (not multiple phone calls to different suppliers) i will however be calling all local suppliers from now on
I note nwf comments on supplying fuel at a considerable loss would damage the business but shocking customer service has the same effect
I would now suggest to all to ring round your local suppliers and Chop and change as loyal custom is pointless and confusing to nwf

Robbing money grabbing so and so’s.!!!
Will never use them again! We will be taking this further…

Absolutely appalling service. Ordered home heating oil for delivery the following Tuesday. Telephoned at 5pm to ask where the delivery was. Told couldn’t do it that day- no notification- would be delivered the following day, definitely (their words not mine) Didn’t turn up. Phoned at 4.30, told couldn’t do it that day, possibly Friday. The abrasive customer ‘service’ operator did not care, the only comment was ‘do you want to cancel’
Ordered from a helpful alternative supplier with a guaranteed date in 5 days. Cancelled NWF. Never again.
Be warned

I never had an issue with this company after been a customer for years until yesterday when I was phoned up to say the heating oil I had ordered on 27/02, 1200 litres at £820 would be delivered at the ranked up price of £1700.
I was horrified to think a company could do this when you had entered a contract of sale and paid for the sale on their behalf.
I am totally disgusted with this company. I would never recommend them and have withdrawn my customer.
I shall be reporting them to the ombudsman for unfair trading.

Ordered two weeks ago, before the issues in Iran kicked off, and despite the order having been accepted have just received a notification of the ordered being cancelled. So they can charge three times the price now. We'll go without heating and hot water rather than reward this disgusting behaviour.
Edit: Re their response to me, I have forwarded NWF's own email to them so they become aware of their own actions.

Poor. Booked a couple of weeks ago. Missed slot. Then rearranged with litlte apology. Missed again...
then phones to say price of oil was doubling due to ongoing issues in middle east..order canceled north wales.

Been using Kettlewells for 12 years. Called today, got transferred to NWF, who have acquired Kettlewells, and that'll be the last time I bother.

Whoever answered clearly had better things to do - dismissive, unhelpful, and couldn't offer delivery for 14 days. Not exactly a winning combination.

Jumped straight on the phone to Yorkshire Oil, who I'd never used before. Completely different story - competitive pricing, great attitude, delivering early next week.

It took about five minutes to replace a 12-year relationship. Maybe worth reflecting on that before the rest of the customer base does the same.

This is about a delivery which we should have had today but which they cancelled due to a computer error on their part. The computer said we were 75%full when it is less than 10%. This means we have no heating and my husband was told he couldn’t have a new delivery date. He is over 90 and I am 77 and receiving cancer treatment. We are both very worried about the cold. Not good service at all

A complete waste of time. After being late for the scheduled delivery day they then missed several further delivery days and I can only conclude lied at every step. Look elsewhere… there are plenty of very reliable heating oil companies, use one of those instead. It seems, looking at previous reviews, that this isn’t isolated. Save yourself the grief.

Pinnock Brothers used to be a trustworthy local business in the Thatcham/Newbury area. I have used them for years. Then they were taken over by NWF Fuels. And their prices rose unbelievably. When I realised that I was being charged 15p per litre more than another local supplier for heating fuel I complained and NWF gave me a discount of 2p per litre (which still left them with a handsome profit). But they did not actually give me a discount. They gave me a credit note which, as I am sure they were aware, is worthless to a person who intends never to use their services again. 

Been a customer of Northern Energy for many many years and have always had a brilliant experience with them. This NWF lot are an absolute shambles. No reply to emails. Takes and hour to get through to someone . Messages sent saying your oil is being delivered 8 hours after it was . Amateurs that’s for sure. Bye Northern Energy and thanks for your great service over the years

I really do not understand how this company survives on lies and deception. Their feedback olive branch is a farce & nothing short of non existent. There are no responses to their requests. They don't respond to emails or phone calls. Yet the continue to chase payment for oil that was never delivered and accuse us of not providing detail. For the record, I have sent 4 emails all of which never received the courtesy of a response. Their driver has admitted that he delivered my oil to the wrong address and yet they haven't even spoke with him. This company continues to demand payment for their mistake. In simple terms, find another oil supplier. Just read the recent negative feeback. It's not just me !!
UPDATE No 7 - (17.02.26)
See below response from NW Fuels. They respond as if they know nothing about the emails sent or phone calls made !! I have never been given an account number but the delivery address has been provided on five separate occasions. They have the information but try to call me out for not giving it. I have had no response or return phone call to any of them. They are incompetent in their ability to investigate or resolve. The same 'smokescreen' feedback email address is still being used by them. For everyone's benefit, you write, they don't respond and then make it look like you are the 'fly in the ointment'. AVOID, AVOID, AVOID !!

So this saga has been going on now for over a week, I have no oil, no heating or hot water, lots of excuses & lies (from both NWF & Boilerjuice), please read my other reviews to see what absolute rubbish this company is. Its not poor customer service its NO customer service. Another spoiler, its still not over!

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 sent review through then on trust pilot getting standard AI reply please email them back with account no etc which I did as yet still no reply did try to call them again 3/4 times as thought give NWF a chance again still no answer on phones so decision made have now definitely moved my heating oil and red diesel to new supplier but just to confirm staff have always been ok just not enough of them maybe staff retention is a issue then someone at board level needs to ask why