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Trustpilot Review on Shell Energy: Avoid like the plague

Featured below are extracts from negative customer reviews about Shell Energy posted over the past 3 days on Trustpilot. Visit the Shell Energy page on Trustpilot to view all reviews in their entirety, positive and negative (and Shell Energy responses). Watch out for any fake reviews. Note the reoccurring themes in the negative reviews, including difficulty in communicating with the company. This article posted on 14 Sept 2020.

Staggering incompetence

Staggering incompetence. They have held up a switch for 4 months already through repeating the same mistakes and not informing me of when they encounter problems as a result. They refuse to agree compensation or waive exit fees for a service they have not even provided so I am completely locked in, despite their admission the fault lies with them.

They will charge me £60 if I try to cancel my switch and try with another provider, even though they do not even supply my gas yet. All the while I have been stuck on the inflated standard tariff with my previous provider. Over that period, I estimate I have spent 4-5 hours on their online chat.

They would have scored a 2/5 if they were willing to waive the exit fee and agree compensation. I will be taking it up with the ombudsman

Avoid like the plague

I managed eventually to speak to an incredibly good customer service rep (Kyle). Until that point I’d almost given up hope with this mob. Switched to Octopus this morning


Normally don’t bother leaving reviews. Spoke to 3 people who read the same pre-written statement to “direct” my call to the right team. The third person failed at adding me to a queue. Rang again… still waiting on the line. Very bad customer service team who doesn’t seem to know how to work their own system. Avoid

To long for an answer…

I asked a question on Saturday via messenger as I had been holding on the phone for 50 mins and still no reply.
I chased on Sunday for a reply…still didn’t receive one.
Chased again today and was finally answered.
If I received the response on Saturday which I got today, would be higher score

I had an appointment for a engineer

I had an appointment for a engineer , to come to my property to connect on the 21st of July, he came out and told me he couldn’t finish the work, but another bengineer would be out to complete within 48 hrs, i called shell customer services every day until the 4th of September, during this time given so many excuses as to why the work was not completed, also given 3 different appointment’s, to say an engineer would come, waited in, all morning no one turned up. On the 4th of Sept, i finally could not hear any more excuses and told them i wanted to end the contract. If anyone is considering going with Shell, please don’t. I have found out the hard way, cheap, is not alway’s the best way to go

Shell Shocked more likely!!

I was a First Utility customer for several years and it was great until they became Shell Energy.

First they switched my tariff to a higher tarrif without my consent and debited my account. This caused a huge inconvenience as it was the beginning of lockdown and had no income to accommodate the excess amount that was debited. This was one of the red flags that caught my attention.

Noticed my bills were consistently high and then I decided to take the plunge and move to E.ON. as they had the best tarriffs going as at July 2020.

Soon as I gave my last reading to Shell and first reading to E.ON, Shell Energy refused to complete the change over blaming E.ON. Then later provided the final bill which was an estimate rather than the actual reading. Spoke with their customers advisers and they stated they would be happy to adjust the bill once they get statement from E.ON.

Got the statement and forwarded it to Shell but they decided to harass and bully me to pay the final bill whereas I had already sent proof that bill was in dispute. Got emails and yet more texts and then an email saying the difference between the actual reading and estimated reading was negligible or not different without providing the actual bill that I should still pay.

Seems I have ‘mug’ written all over my face. I just imagine if 1 million customers had negligible bills don’t need to tell you why their profits would be exaggerated or otherwise. Utter rubbish response. So I responded to the email telling them payment won’t happen until the final bill with actual reading is provided. In a nice way though.

Shell get your act together and get me my final bill otherwise you’re getting nada and yes I have reported this to ofgem.

It was a horrible horrible experience for me and if I had zero stars to give, I would definitely be giving it minus 1 plus plus

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