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Trustpilot Review of Shell Energy: Absolutely appalling customer service, totally inflexible, terrible communication

Some extracts from current customer comments posted on Trustpilot: “Absolutely appalling customer service, totally inflexible, terrible communication. Beyond a doubt the worst energy supplier I have ever used.”

Featured below are extracts from negative customer reviews about Shell Energy posted over the past few 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 companyThis article posted on 19 JAN 2021.

Absolutely appalling customer service

Absolutely appalling customer service, totally inflexible, terrible communication. Beyond a doubt the worst energy supplier I have ever used.
Promised a smart meter which never materialised.
Regularly paid the ‘agreed’ amount and still threatened with debt collection. No communication about this and no apparent Covid 19 understanding.
Challenged inaccurate readings to be informed they were correct even though other companies show a much reduced rate.
Leaving them immediately after their latest customer service failure.
I strongly recommend that you look elsewhere.

Kind regards,
Yvonne

SHELL ENERGY – SUPPORT STAFF ARE APPALLING

Shell replied in Public on Trust Pilot to my poor review (Sept 20), portraying help “was on its way”. 4 months later, 14 USELESS emails more from them, they still cannot to produce the correct final invoice. 4hrs + of my time wasted on phone calls, plus hours on emails. Be wary of entering into a supply agreement with them, unless you like STRESS

So frustrating spent most of morning…

So frustrating spent most of morning trying to get through when I eventually got through could hardly understand advisor. After a while she admitted she was not qualified to change my address and would put me through to another advisor that was qualified. Put me back to where I started waiting
Finally get though to another advisor who wasn’t knowledgeable actually put in wrong details and swore. Tried to get through again for clarity promised a call back never happened. Willing to pay to get out of my contract

Unfortunately i have very bad…

Unfortunately i have very bad experiences with shell energy. They closed my top up card (electricity) i was trying to top up for 1 week and i couldn’t, i run out of energy when i called them to hear that the card isn’t work anymore and on 23.12 .20 they sent me the new card witch one never arrived(18.01.21). They gave me the new card number so i can top up.
Today (18.01.21) happened again with rhe gas card , I’m calling them and thems answer is ” u are not an authorised person so i can not give you the card number , u can top up here with me” ffs I’m trying to explain her that is my house just they couldn’t put me on the gas contract is just my partner and they told me they can not pit me as an authorised person , and today they are telling me to call back when my partner is home so i can sort it out. Ohh, and if my partner is not coming home for 1 week ? I’m staying without gas ? No no, you can top up with me now . How ? If I’m not tha authorised person ? Not even to let me know that they are sending new card and give us the new number befor they are closing it so I’m not running out or trying to top up in 3 4 shops and online every day … bery bad customer service.
I’m not staying with u guys anymore, sorry

Pointless reply to my Shell Energy discount/Go+ scheme review.

What was the point of your standard and unrelated reply to my review about the link between Shell Energy discount and the Shell Go+ scheme? Did anyone read my review?

I’m a returning customer who has online…

I’m a returning customer who has online login issues plus queries re my account. Previously I have had a good experience with Shell but now I am not.

An example being that I spent 45 minutes then 20 minutes on hold this morning. Agents kept answering the call then putting me on hold & onto different queues. This happened 3 times on one call.

The agents are only doing as directed by management to keep average speed of answer down but this is a really poor customer service practice.

I had to give up in the end

Absolutely appalling customer service

Absolutely appalling customer service, totally inflexible, terrible communication. Beyond a doubt the worst energy supplier I have ever used.
Promised a smart meter which never materialised.
Regularly paid the ‘agreed’ amount and still threatened with debt collection. No communication about this and no apparent Covid 19 understanding.
Challenged inaccurate readings to be informed they were correct even though other companies show a much reduced rate.
Leaving them immediately after their latest customer service failure.
I strongly recommend that you look elsewhere.

Kind regards,
Yvonne

Appalling customer service

I transferred to shell energy in September with them offering a incentive which was if a friend refers you we would both get £50 after 60/90 days of joining .
My daughter called the customer service when doing this to make sure she was doing everything correct through the refer a friend link and was assured everything was fine and the £50 would be credited to both accounts after 60/90 days .
No credit was added to the accounts and when questioned this we was told after numerous of emails / calls Un responded that we did not apply through the link which we genuinely called to make sure we was doing everything correct .
Just a con to get us to join and appalling customer service .
Resulted in two customers who will be leaving shell energy shortly .
Do not join absolute appalling customer service .

EXTRA CAUTION

EXTRA CAUTION. Shell energy will send you terms and conditions but they do try to add or make up terms and conditions as they go along. Basically the speak without thinking. I was told it clearly says in terms and conditions that “shell energy has the right to remove compensation payments or retract goodwill gesture at anytime without giving warning or reason” i searched every word of terms and conditions and didn’t find this anywhere. So I contacted shell and asked if they could show me where it says this in terms and conditions. During a 40 min call the operative refused to answer the question instead constantly trying to divert the conversation away from having to give an answer. It took 40 mins before he finally huffed and said it doesn’t say that anywhere and he was not sure why I was told this. This is typical shell behaviour. From making up terms and conditions randomly on the spot all the way to denying conversations you have recordings of ever took place. But the worst part is when you do complain they state they will look in to issues but 2 years with shell and not one complaint has ever been addressed including claims at end of trustpilot reviews that they wish to discuss the matter. This is for show. They will not EVER contact you

Shitttty shelllllll

I set up broadband with shell back in march ovs for the sake of work and stuff throw lock down and never missed one payment was a lil slow but never had a problem i moved house bk in july and they cancelled old contract and set up a new one this new one at my new address has been things but a nitemare fone call after fone call bk in sept to ask why the direct debit wasnt taken they brushed it off for hole month and then tryed to say i have rang up and spent 221 pound in one month so in october i cancelled the past month coz they didnt take money the first month was cut off anyways so cudnt make no calls and wen i cancelled it still nov dec and jan i gets a bill now its at £666.37 they not helped at all and still chargerd me for ringing them on the fone the lot i wud not recommend these to no one

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1 Comment on “Trustpilot Review of Shell Energy: Absolutely appalling customer service, totally inflexible, terrible communication”

  1. #1 Mike
    on Feb 3rd, 2021 at 10:33

    My experience with Shell Energy has been horrendous. I was previously with First Utility, who Shell Energy later acquired. Without any communication, to inform us of the change, we had a letter from Shell Energy demanding £240 payment. Much like most of the reviews, we spent hours trying to get through to their customer service team with little success. After only 2 weeks had passed, we had a letter from a debt collection agency chasing payment. After explaining the situation to the debt company, we were put back in touch with Shell Energy and agreed that we would pay the balance in full once a final meter read had been made. After making the full payment, just over 2 weeks since we first were contacted by Shell, I was shocked to see that they had registered a default on my credit file. 18 months later, after a huge amount of chasing, they have finally removed the default. If this review stops one person moving to Shell Energy I’ll be happy.

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