Total Butler Oil
If you will soon be ordering your central heating oil from Total Butler first have a read of what happened when I phoned up to order ours.
A one minute phone called saved me £90.00 but soon made me realise it has probably cost me over £1,000.00 in the past 10 years.
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19 Comments to Total Butler Oil
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I have just been told off!
I have had to cancel my order to get a quicker and more reliable delivery… and I was told off by the lady from Butler!!
Needless to say i won’t be going back.
I have been a regular user of Total Butler and called Monday 23rd February and placed an order and was told it would be delivered early this week. Phoned Wednesday 4th March and was told it would be delivered Thursday. Phoned Thursday and was told it would be delivered Friday. Phoned today and was told it was on the lorry and guranteed to be delivered Monday. Phoned a local oil company who delivered 2.00pm today 6p pl cheaper. Phoned Total Butler to cancel the order and was told that I was scheduled for delivery Tuesday. What a load of crap will never use them again.
I have been a customer of Total Butler for over 15 years and apart from the odd blip have been fairly happy until now. Having asked on several occasions for my oil to be delivered only on Fridays and to be phoned the day before, this seems to be an impossible task for them. I was phoned on Tuesday this week and told me delivery would be the following day and told them I wanted delivered when I was at home and would not accept delivery until either Thursday or Friday. Fine said the caller, I will Change it to Thursday and phone Wednesday to co9nfirm. UREKA, I thought they’ve got it. Thursday, man arrived to deliver oil and told me I didn’t need any. Friday went out and bought a piece of furniture I’d had my eye on but thought I couldn’t afford. Saturday get a bill from TOTAL BUTLER for over £500 which they said I had deloivered on Wednesday. I have no delivery note and I am very displeased. When I phoned I was told, these things happen and they will be abloe to prove that I’ve has the oil, but for all I know it could have gone to Joe Bloggs down the road. Delivery man on Thursday told me it was his last day, hope he’s gone somewhere more reliable.
I have just had virtually the same thing happen to me although not yet cancelled. Def not use them again.
Diabolical customer service. Ordered 1000 litres and paid for 500 upfront, with agreement that we would be invoiced after delivery for the balance. Took morning off work to be arrange access when it was delivered but they cancelled the day before. Rearranged delivery for a few days later (again having to take time off work) and they only delivered 500 litres. I’m now having to rearrange my own time again so that they can deliver the remaining 500 litres – rather than apologising they then rang to say can’t invoice us for the balance(having already agreed this as we were previous customers) and demaning payment for the remaining 500 litres upfront. To top it off, the delivery was arranged as part of a syndicate and as part of this they had said they would deliver a box of Hotel Chocolat chocolates as part of the deliver. The driver knew nothing about this.
I ordered 1000 litres on 7th December and set up monthly payment plan. Was assured that they were guaranteeing delivery by 23rd December and as we had been previous customer we would be ‘Priority’. 23rd came and at 4.30 spoke to gentlemen who said they had been put a day out due to the weather but we were on the list for definite delivery on 24th. 4.30 came on Christmas Eve and I again spoke to another gentleman (who was quite rude and offhand)! He informed me that we were not on the list but the oil would be with us within the next couple of days …. he also assured me that they would be delivering again on Boxing Day. Boxing Day is now gone and still no oil. Tomorrow is Sunday ….. are they going to deliver tomorrow …… I don’t think so!!!! I will be ringing to cancel order and direct debit on Monday morning!
Ordered oil from Total Butler before Xmas for delivery immediately after hols. Now 7 Jan – no sign of delivery. Customer service permanently engaged – voicemail only. Left 5 messages & 1 email – no response. Main office in Cheltenham also closed. Now on last 20 gals.
20+ years with Butler – never again. Could not possibly recommend them. The change from local offices to central ordering has destroyed their service.
I have recently cancelled my account with Total Butler. They are unable to deliver heating oil in the winter months for two weeks. This happened to me last year also. On both occasions i had a delivery within three days from another supplier. Total Butler owe me almost 180 pounds on my account since i paid by direct debit. I was informed when i closed my account i would be refunded fully within two weeks. To my surprise this has not happened. I have made over 30 phone calls to the local depot and the head office in Cheltenham. I have never managed to get anyone to answer the telephone. When you need oil the most this company cannot deliver. My advice – go to another supplier.
Total Butler are a complete joke – have left 8 voicemail messages, made 2 orders via the web, sent emails (4) all with no response.
Have written to the managing director on the back of his letter to all customers last April apologising for the lack of customer service last winter – lets see if he responds.
When I called around to other suppliers they all apologised for not being able to give me oil; some even said that they are receiving many calls from TB customers who have no oil.
I have now run out of oil, house is at 9 degrees in a morning. Wouldnt be so bad if I wasnt on auto top up (they “sophisticated software” obviously doesnt work!), had a direct debit in place with over £1000 in THEIR bank account!!!
What more can we do other than drill for the damn stuff ourselves!
TB dont deserve to be in business; their customer service is appalling and management has obviously decided that its too cold to go to work.
When this is all sorted, I will be changing suppliers – but will I get my money back? Only time will tell.
Have been with Total for ten years, still waiting for our 7th December delivery. Would have had no heating over Xmas if it wasn’t for a friend’s nephew who worked for a local supplier. Total have £800.00 of our money – not having much luck getting it back. Will be contacting our solicitor soon!
On Tuesday 12th Jan I ‘phoned Total Butler as we were down to 200 litres, we have used this company for 5 years on their top up scheme. I was advised that we were due a delivery that day. Having read the comments on this website I was not surprised when it didn’t come, so I rang again on Wednesday morning and luckily spoke to Barnstaple depot who confirmed that the delivery had not been rescheduled but that it would be reordered, and I was quoted a price that is 17p a litre below other companies that I had got quotes from. Barnstaple depot phoned us Wednesday afternoon to tell us that the delivery was scheduled today, Thursday, and it arrived. So I have to say that we have never had problems with Total Butler, and Barnstaple has definitely carried out what they said they would do. It seems to me that if you don’t get the drop the day they say it should come, the answer is to ring them to make sure that it is rescheduled. The driver told us that during the winter months he is working 6.30a.m to 6.30pm 6 days a week. No other company could compete on the price so well done Total Butler at Barnstaple, at least they’ve got one happy customer.
with reference to Ann’s comments regarding what the driver allegedly told her, is it legal or responsible for a company to allow drivers of fuel tankers to work this amount of hours for the prolonged period of winter?
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I agree with Lizzie’s comments, I have been with total butler for 6 years and ok I did wait an extra two days for my fuel this January but I did get it and I ordered in plenty of time before I was at the running out stage.I think alot of people including myself sometimes run our oil tanks too low and then expect oil companies to drop everything and deliver the fuel.I always get a good response from the Barnstaple team as eveytime I have rung up I have had a good service from my local depo.
I recently ordered fuel from Total Butler, they only delivered a third of what I ordered and tried to claim that they had made a fukll delivery. Eventually they admitted they had made a mistake, but now they are delaying a refund as i will not deal with them anymore. Less like Total Butler more like Total B******s
in reply to mr setchells coment about us being total b******s at total butler i’d like to say i’m not one of them .
We have a Signalman which fails about once every fourth time. Each time we run out of oil – in spite of the fact that Total Butler are supposed to monitor it and let us know if they are not receiving the signal. This time is the last time. Total Butler promised us oil but as usual it didn’t arrive for several days, then a cap was left off our tank. We have put up with decreasing levels of customer service and reliability ever since Total Butler took over our local company and will stop using them now.
We have a Signalman which fails about once every fourth time. Each time we run out of oil – in spite of the fact that Total Butler are supposed to monitor it and let us know if they are not receiving the signal. This time is the last time. Total Butler promised us oil but as usual it didn’t arrive for several days, then a cap was left off our tank. We have put up with decreasing levels of customer service and reliability ever since Total Butler took over our local company and will stop using them now.
A former family company with over 150 years service has been reduced to this!The founder Wm.Butler must be turning in his grave.
Regards.
T.P.Keegan