HomeFuels Direct レビュー 9,378

First time customer, very pleased with service. Honoured order on 1st March with good delivery turnaround considering the circumstances - thank you for showing integrity given some of the behaviour by other companies in the news - I will therefore repeat my custom in future.

LC Order date 01/03/26

Awful. Heating oil ordered three weeks ago. Money taken immediately. Heard nothing for over a week. Then advised by text of delivery date. That date was a week ago and no order. Email has gone unanswered as well as website query, also unanswered. No phone number to get in touch with anyone. Had to contact bank to claim money back. Shameful service. So so poor you should be ashamed.

After reading all the comments online from other heating oil users having had their oil delivery cancelled after ordering in the last few weeks, I have to say that HomeFuels Direct (Larbert) kept to their word after we ordered oil on the 28th February. Took a wee bit longer to come however our order was honoured at the price we paid. Won’t go anywhere else from here on in. A company looking after their customers.

I always shop around for the cheapest quote for oil but i never find anywhere cheaper than home fuels direct..even our village “oil club” can’t beat it…I’ve been using them for years with just one delay in all that time which was easily sorted out on the phone.

A very poor experience, with no customer support.

The response to this one-star rating will be a message saying to contact Certas, which I have done but without response - a thinly-veiled attempt to show to others reviewers that they care, but they evidently do not.

To save you reading all the messages, we have successfully ordered with HFD 29 times over recent years, with the last delivery being in January 2026.

We ordered in March, but days later the price almost trebled.

The response from HFD was to cancel the order two weeks after we'd placed it, saying that a delivery had been attempted but the supplier could not get to us. This does not ring true as where we live is accessible to a full size tanker.

Getting a response from the company is impossible and it's taken days to get a refund.

We've been left with no oil as there has been no communication from the company after the order was accepted (with a clear instruction that a baby tanker was needed).

We'll pay more to go local now - the lesson has been learned.

Message to Certas - 24 March 2026
Please see below, which is hopefully self- explanatory.

I thought I'd give a right to reply before posting the facts on Trustpilot and other forums.

The facts are we have ordered around 29 times and all orders have been honoured.

Since we placed this order the cost price has increased, which is not our fault. However, this seems to have significantly influenced the ability to deliver to our property.

As flagged in my email, a full size tanker has been up the lane and has been able to turn around too. So the line about attempting a delivery feels extremely hard to believe.

Hope to hear from you.

Best regards

Message to HomeFuelsDirect - 19 March 2026
Hi,

I'd be really grateful if you could let me know when this delivery was attempted as we can get a full size tanker up the lane as one has been here before.

We specified a four wheel tanker on the order and this was accepted and scheduled for 17 March. We had a delivery in January 2026, so it's hard to believe that all vehicles have since been put out of service.

On face value it feels more like the price of 59p a litre we paid was no longer as attractive as the levels that can be achieved today.

I will be sharing with the local MP as I find this incredibly disappointing as we are now nearly out of oil, despite ordering well in advance.

In the past we ordered with you 29 times and all deliveries have been successful.

This doesn't sit at all comfortably with me as a loyal customer.

Message to HomeFuelsDirect - 19 March 2026

Hi,

When was this attempt made as we literally had a delivery through you a few months ago.

It feels odd that we can no longer get oil from you when we've ordered several times in the last year.

If you could provide this information it would be helpful as I do not understand what has changed, other than the unit price going up significantly since we placed the order.

Message from HomeFuelsDirect - 19 March 2026

Good afternoon,

We have attempted to deliver your heating oil in the smallest vehicle we have however I’m afraid that even this is too big to get to your property. The driver has advised that a baby tanker would be needed but this is a vehicle that we no longer have available in your area.

As we are unable to fulfil your order we have had to cancel the order and send off for a full refund for you.

I’m sorry that we are unable to fulfil your order and for any inconvenience caused.

I’m afraid this is my second bad review of this subsidiary or Certas Energy. I ordered and paid for oil on 20th February but still no sign of it being delivered and no response to e mails seeking an update !Of course it seems they can deliver if I pay three times the original price but they will not honour our contract . I see there are a number of victims in my position . I think it’s time for a collective legal action for breach of contract . Having taken payment up front they are obliged to fulfil our contract. We should not be made to suffer for their poor business model . Certas Energy need to step in and sort out this mess. ( They have shared directors)
PS Please don’t bother asking me to contact customer relations. You still haven’t responded to my e mails seeking an of 3 weeks ago !

Ordered oil. Not delivered on date specified. I emailed and messaged them. No reply. I found a number online and called them. Apparently they came out on the delivery date but couldn’t leave oil. No one advised me of this. With the current state and price of oil I now have to go back to the old company and wait 3 weeks for a delivery at an even worse price. Communication is awful

Read the small print is my advice. I placed an order on the 3rd March, the latest scheduled delivery was 17th March. On the 17th March at 8.30 am I received a text and email stating delivery would be today, it wasn't. I then received notification that delivery would be on the 16th March? I emailed Homefuels several times, no response. I finally managed to speak to Certas, the parent company, who said they could only access my account to view information as Homefuels was a seperate company, despite the actual fuel coming from Certas, I was told the delivery had been put on the wrong size vehicle and it would be rescheduled, it wasn't. I received an email on the 20th March cancelling my order following an attempted delivery, CCTV shows otherwise, and baby tankers are no longer available in my area, Certas actually have baby tanker in the depot in Halifax. 17 days to cancel the order, 20 days holding onto funds! In future oil needs for mine and my extended families properties are being placed elsewhere, living rurally we use over £25,000 per annum on fuel, this maybe only small to Certas but is a necessity to us and sadly this company is untrustworthy, needless to say I shall be persuing this matter.

Communication totally appalling. I placed an order right at the very start of the middle East conflict and was given a date but nothing turned up. I used the online inquiry form, I emailed them directly, I even found a phone number for them and was disconnected after 20minutes. Nobody has ever responded to me. I was beginning to panic thinking that I'd actually been scammed! After holding on the phone for probably an hour and a half in total to Certas, I was finally put through to a customer services person that told me they had nothing to do with home fuels direct however they were able to view my account and confirm that I have been rescheduled for 2 days time, which in fact turned up. However the order that they gave me was short from what I ordered and paid for upfront and I have still not received a refund for the money that they still owe me.

Home fuels direct is a trading name for Certas fuels. As such its the legal entity with legally responsible for the activities of home fuels direct. My advice is to put more people on answering telephones and emails and actually treating your customers with some respect and then you wouldn't have this number of complaints and need to spend whatever available manpower you've got in answering them.

Will never use these guys again. Ordered 3 weeks ago. It’s now 5 days after date given for delivery. Despite several times filling in the online contact form for news absolute radio silence from them. Also despite several calls to certas who couldn’t help either still no news on when this may be delivered. I understand things are difficult at present with current situations but communication to customers is key. Shocking service.

Due to the problems our delivery was delayed but by signing in i was kept updated. The blokes who delivered were really good and polite. 1st time ordering or having a delivery

I ordered 1000 litres of heating oil when the price of oil was increasing dramatically due to the Middle East situation. Homefuels Direct honoured the price of the oil at the time of the order despite it doubling the next day and delivered it on time. I have heard that some of their competitors cancelled orders due to the huge price increase but Homefuels Direct honoured the deal.

As a Doctor, I am familar with working under great pressure but if I behaved like some of the employees of this company I would probably be had up for professional misconduct. How can it be that on 3 seperate occasions I have been notified of a delivery date and no oil for delivery has ever turned up. In one case despite clear delivery instructions being issued a fictitious delivery was attempted an hour before the properties gates were opened??? Even worse, it turns out that the so called delivery was in fact a lie. So stupid are some of the operatives it never occurs to them that some customers have CCTV and can see if any attempt to deliver something has in fact taken place. In this case the video evidence is clear and NO fuel tanker ever appeared with any oil at any time that day. I would like to assume senior management would be appauled that in a time of need some of it operatives are behaving in this disgusting manner towards their customers who's money Home Fuels Direct has already banked. In a telephone conversation with a female advisor I was told that delivery instructions were not possible to fulfil and she was not interested in a video proving the deception regarding a fictitious delivery???
I am now contacting my MP to bring this companies behaviour to the attention of the government officials who are monitoring these cowboys and just maybe they will be made to answer for their contempt towards their customers.

Delivered on time as planned. Would have been 5 stars, if the delivery request to split the load between two adjacent tanks had been followed. Is there any chance that you can still fulfill this request?

Ordered my fuel on 27th February. Had a delivery date set as the latest 13th March. This date came and went. I called on that Friday to be advised that there were delays in getting the fuel out from Avonmouth and that they would try and expedite this as my fuel had run out by then. I have 3 children at home with no access to hot water. That weekend came and went. I have emailed and called several other times, sometimes told to call back after 4pm (nobody ever picks up after 4pm and the call cuts off after being on hold for 20 mins). I eventually received a text to advise my delivery was coming 20th March! They always arrive early so i was up and ready to ask the driver to slow pour the oil due to the tank being early. I then received an email receipt to say that they had tried to deliver but the road was closed or blocked and they were unable to get to the tank!!! The lane has been open all morning, a lorry delivered to the building next door but did not obstruct the lane as I was out waiting for said delivery. I called and waited on hold again to eventually get through to be told that the driver will not come back and i will have to wait again for a new delivery date and call back after 4pm! I am so cross and really upset with the total lack of communication, the poor people fielding calls that have not been given any tools to sort this out and for the poor attempt to deliver the fuel! Am I to wait another week to get the delivery? I cannot afford to cancel the order and re order elsewhere at the new ridiculous price and the whole experience has been so stressful. I am 23 minutes away from the depot and have never had issues like this from HomeFuels. I understand with everything happening in the Middle East it has made things difficult, however, the shear lack of communication and information is not acceptable.

Our oil delivery is now way overdue having placed on order on 3rd March. There has been no update on our delivery since 4th March and customer services are not returning emails or responding to call backs. We have been without heating and hot water for over a week despite payment for oil having been taken.

Don’t touch them with a barge pole . Before the current crisis we placed an order for 1500 litres , due to a faulty meter we were very low on oil . Promised delivery dates came and went and you have no way to contact them apart from email which they never reply to . We cancelled our order and placed it with a family run local company had the delivery the next day . It was 2 p a litre more but who cares job done .

With all the reports of orders being cancelled and not turning up it was refreshing that Home Fuels Direct kept their word and honoured the price made on the 3rd March and delivered on the 19th March. Very happy customer ****

I have sat in all day waiting for my delivery. Nothing. They have my money, so I can’t order anywhere else, I am down to the very last drops of oil, so no hot water. So stressed.

Ordered a full tank of heating oil on the 10 th of march, it had gone up from around £612 to £1360.
Decided I would cancel that order , and instead ordered 1/2 a tank,, (hoping that the price would maybe go down again soon)
I was told a rough time for delivery , and that they would ring to confirm the price the day before delivery.
I have since made numerous phone calls and sent emails,,, but had no response , as I have not received any confirmation of any delivery ,, and sill have not had my money refunded.