Direct oil (directoil.co.uk) has a 1.6 out of 5 rating on OK.one, based on 60 user reviews collected here. It is listed under Utilities and its reputation is poor. 85% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; 6 of them were added in the last 12 months. Last updated 2026-08-10.
Hi, I have read so many bad reviews about this company but my experience has always been very good. Even this time when I'd ordered the wrong oil , I contacted them via their contact form and an exceptional online administrator named Jessica sorted out the problem and continued to answer my queries. First class service and hopefully my delivery will go smoothly also . Thankyou Jessica at Direct Oil.
Appalling customer service and impossible to get an answer on the phone line. Email via their contact link responded with “ we will answer within 3 working days”! Failed to deliver by confirmed date…. Will never use again. Oil ordered on 21 Aug with delivery date on or before 5 Sep… it wasn’t and took 3 hours of my time chasing and hassling via email, (phone was never answered), to get a delivery on 6th having to state I would cancel and refuse a delivery if it didn’t arrive on the 6th.…. Never received any response from the “customer service team??” Steer well clear would be my advice unless you have the patience of a Saint and are in no hurry to get a delivery.
I have used these guys for well over a year now, with no worries or delays, im in North Cornwall, their service has always been reliable and the drivers are great
Ordered oil on 18th August and no delivery or communication to let me know when I will receive my order. I emailed them on 7th September to cancel and now at 7pm on the 8th I have received an email informing me that they will be delivering tomorrow. Too late! I have ordered from a more reputable company at a lower price. Avoid this company if you want good service
I ordered oil on the 22nd of August received email confirming delivery date as before or by 6th of September. No phone call the night before as stated I phoned Watson who are really oil direct to find out what was happening . I was told that they did not know when oil would be delivered . I said well is it days weeks months . The reply was well it won’t be months. I said I will have to cancel if it is going to be much longer. I was told by the uninterested person on the phone well you can’t cancel with us you will have to cancel with Direct Oil. I had already sent two emails asking for information to direct oil but they state on their automated response that they respond within 3 working days as the 6th was a Friday if they respond it will be well into next week. The excuse given during my phone call to Watson was it was the start of the busy season. They knew this when they accepted and confirmed my order. They gave the expected delivery date not me. I will wait to see if it is delivered on Monday . If not I will cancel and will never make the mistake of ordering from Direct Oil or Watson again.
Orderd my oil on 22nd August still haven't received been emailing no reply and was on the phone waiting for an hour no reply there now having to ring my bank to ask for help as a goods not received
Ordered heating oil on 21st August, order confirmed order would be delivered "on or before 5th September 2024". Today is the 6th September and no delivery yet and no contact from Direct Oil. Not impressed. Have emailed this organisation this morning but not even an acknowledgement of the email !
No delivery of 1000 litres oil ordered 2 weeks ago To be delivered by 5th September Still no oil 3 emails sent in the last 24 hours and as yet no response See that I'm not alone What sort of customer service is this.......USELESS NOT A JOINED UP FIRM ! ROUTERS AND CUSTOMER SERVICE AND DELIVERIES DISCONNECTED NO RESPONSE IF YOU SEND A QUERY EVERYONE WORKING FROM HOME? Postscript.......After no response by email oil delivered today at 8 am Thanks Drivers are always excellent.....management would do well to talk to the drivers to improve service At present customer care is non existent and there is a need to get people in to improve this otherwise there will be no customers to look after My understanding is that the routers are also significantly to blame and that one part of the company sent a map of Wales to the routers since the delivery system wasn't working Problems also with delivery trucks breaking down The company would benefit from a complete overhaul apart from the drivers! 5 stars for the drivers Everything else zero rating Where is this American super efficiency? (for those not aware directoil is American owned)
Still no reply 24-hours later to my emails or Trustpilot review yesterday.
Best advice I can give, is don’t bother.. appalling service and company. I have used a few times on the promise it will get better, it has not. Oil always late, no phone line to call, delivery dates missed time and time and time again. The company and supplier they use (Cornwall, Watsons) is about as reliable as a chocolate teapot, on fire, in a heatwave inside an active volcano. More chance, digging in your garden and by chance tapping oil than getting it delivered in time.
650 l Oil ordered, order number date, customer number of delivery, all good except no oil and no comms. No oil delivered, no call, emails l, anything. Can’t contact by phone. Can only contact them on a web form. Do not use, they are obviously tired of operating as a business. We’ve asked by email for the order to be officially cancelled. Shocking way to operate!
Customer service is non existent, 20 minutes on the phone with a voice telling me my call was important, in the end I had to admit defeat
Placed an order, and all seemed to go through okay. a couple of weeks later I checked to see where my delivery was only to find that the order failed. No contact from them, no email and no way of contacting them other than completing the online form. I will stick to NRG or Boiler juice in future
I've used Direct Oil since 2020 or 2021. They've been really reliable. Since the end of 2023 something started to go wrong. I think it's just a brokering service that sells on behalf of a group of suppliers. 1st Problem, their ecommerce fell over. It took 2-3 weeks to get a response from them 2nd Problem, once their ecommerce issues were overcome, they delivered...but there was no communication, confirmation of the order, e-receipt. Nothing. Conclusion - something has gone awry with 'their' website. It's a shame because for years, they were utterly reliable and a delight to deal with but it seems 2024 is giving them technology problems.
I would leave a MINUS 10 STARS if the review allowed me. DO N OT BOTHER WITH THESE PEOPLE - ABSOLUTE SHAMBLES. Customer care is appaling. I placed an order for some DoTerra Shampoo simply because it was in stock and quick delivery BOY was I wrong. I eventually chased the order 2 wks later only to be told The item was OUT OF STOCK and DISCONTINUED and also the POSTMAN HAS LOST IT !!!!! They have not responded to my request for an email. I will take this further and report them to Do Terra as they are not worthy of distributing a very good brand and the Trading Standards for their ignorance and disgusting customer care when it comes to just the basics of running a good company. GO ELSEWHERE - DO NOT USE THESE COWBOYS
My order also was 'rerouted'! Three times and the oil I ordered from another company at a premium for 2 day delivery turned up first. I rang Watsons many times. Lovely helpful people on the phone who promised to chase and ring me back........but never did. Terrible service.
13th of January ordered home heating oil for delivery on or before the 24th of January. No oil arrived and no communication. Eventually got hold of customer service who claimed they had tanker issues. Three times now my order has been routed for delivery and three times no show and still waiting. Apart from the mail to advise the order was on its way no further contact. They don't answer the phone either. Zero stars!!!
Ordered oil from This company, stayed on both days when they said the would deliver and no one turned up. Ni communication what so ever. Stay clear of the company.
500 litres ordered and delivered on the specified day, even went with premium kerosine at the same price everyone else offered standard. I think the issues some people have are with the companies who deliver the actual oil - maybe im lucky and the company they use local to me are actually good and deliver on time.
Sadly can’t give 0 stars. Have been ordering oil via aggregator sites for 7 years. First time oil hasn’t been delivered by the ‘latest’ date. Ordered 17/01, due by 29/01. No number to call. Wish I had seen these reviews before ordering.
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