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Trustpilot: DO NOT USE SHELL ENERGY! THEIR CUSTOMER SERVICE TEAM IS APPALLING. Long wait times! Long hold times! Lack of communication skill

Some extracts from current customer comments posted on Trustpilot: “DO NOT USE SHELL ENERGY! THEIR CUSTOMER SERVICE TEAM IS APPALLING. Long wait times! Long hold times! Lack of communication skill. Rude. Have to keep chasing. Contradicting bills and messages from different agents.”

Featured below are extracts from negative customer reviews about Shell Energy posted over the past 48 hours 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 27 JAN 2021.



Long wait times! long hold times! Lack of communication skill.
rude. have to keep chasing. contradicting bills and messages from different agents.

Had to change to diff supplier and as they wouldn’t give me a new rate even though ide just moved in.

Awful service

Awful service, bill doubling every month when no changes are happening. Bill been paid monthly, now asking for extra £500. I would never use again, changing over to Octopus: seemingly the only decent provider.

So useless!!!!

So useless!!!!! Honestly avoid. Being new tenants in a property and having to deal with this company as we didn’t want to carry on from the previous owner has been a nightmare!! They send letters late and give you a day to pay a bill which I might add was a nightmare because there automated call line is useless, would never use them!!


I have not entered into any contract with shell. They obtained my name from land registry.A tenant has run a bill up of over 3000£. I have spoken to at least twenty different incompetent who can’t sort this out they don’t or can’t listen.I have sent corespondents to them as well. How can they let a bill run over 3000£ and not realise there is a problem. This ongoing problem has taken six months so far. The next thing is to contact the ombudsman. I personally think they have very little training. If you are reading this please please do not trust she’ll or use them as a supplier you have been warned.

I have no idea how they get a 3.8 rating

I have no idea how this company has a 3.8 rating. Their deal came out as one of the best on USwitch so like many people I checked their reviews, I even phoned the company to make sure that someone would answer the phone, which is always important if things do go wrong. On 09/12/20 I accepted their deal via USwitch then other than a standard computer generated email heard nothing. Chased things up mid January just to be told that they could not make the switch as my current meter was registered as commercial use, which it wasn’t. It would appear that they don’t understand how to process a new coding. I emailed them on 20/01/21 to tell them how to proceed and inform them that as they had not transferred my supply within 15 working days I was entitled to a payment of £30, as directed by OFGEM. To date, and despite another follow up email – nothing. Not that impressive. If I could have given them a rating of less than 1 I would have.

Still waiting about six week of…complain

Still waiting about six week of complain …Stilll they are issuing estimated bill as the photo has been sent they update electric but not gas…they write email we sort your concern… only ele but what about gas….without sorting out the issue even written as closed log…The customer service is very poor….not one person is handling complain but every time for same complain diff people and mostly lost…no clue of complain or logs…just more headache to deal….very very poor service… Hey Shell Energy….anybody is reading this…..please refer this to higher authority…my contact is written ,,,still on phone 40 min and counting…on the phone they cxant find my email…I got confirmation and acknowledge email….but still they cant find…1 hour and 36 min and still counting on phone…they dont care of regulator…1 hour 50 min 45 second on a phone now wait for another five days ….

Very bad service for Shell

Very bad service for Shell. I have been trying to get gas meters for my properties to be installed since September 2020 but we are now in January 2021, still struggling to get the gas meter to be installed. Without exaggerating, I have spent more than 25 hours waiting and trying to the the meters to be installed by Shell Energy. It is obvious there are not many competent people working and there system not good enough. All the meters are in the same place and have one engineer coming on the 16/02/2021 to exchange the meter but unable to fix the other meters which is next to each other. I have vulnerable people and toddlers in the properties but look obvious that Shell don’t care about people welfare. Would appreciate if someone can help me since the appointment will be in the middle of April 2021 (1 more weeks. Maybe British Gas and EDF can help.

Cant get any sense out of them

I bought a flat, gave the readings but they keep saying they’re ‘out of tolerance and OFGEM guidelines’. They want me to accept their estimate figures which would mean I would be paying approximately 6 months in advance !!!

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