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Trustpilot: Shell’s Customer Service and Support is appalling and disgraceful

Extracts from current Shell Energy customer reviews posted on Trustpilot: “Shell’s Customer Service and Support is appalling and disgraceful”: “shell energy told a pack of lies to get me to sign up, free door camera and a free tablet, neither was true”: “You ring, are on hold for ages and then when you get to speak to an Agent they put you on hold gggrrrr!! Having spent 75 minutes on hold and speaking to an Agent they cancelled our call.”: “Terrible company.”

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 15 March 2021.

Shell’s Appalling Customer Service and Support

Shell’s Customer Service and Support is appalling and disgraceful, there should be a negative Star Rating for them. I changed my 85yr old Widowed Mother In Law to Shell Energy in mid 2020, unfortunately a very big mistake. I’ve been trying to arrange the installation of Smart Meters since August, it’s now March and still not sorted. Despite assurances from a “Senior Manager” Emma that all issues would be addressed, they weren’t. Their appointments get cancelled without explanation. Trying to contact them is a nightmare. You wait endlessly for a webchat (the webbot is useless) and then the on-line Agent can’t deal so tells you to ring. You ring, are on hold for ages and then when you get to speak to an Agent they put you on hold gggrrrr!! Having spent 75 minutes on hold and speaking to an Agent they cancelled our call. She probably won’t get her meters changed unless she changes her energy supplier. Avoid Shell Energy, clearly they don’t have the infrastructure to give any semblance of Customer Service.

even one star is to many

even one star is to many, abysmal, uncaring, lying company, i asked them to only put a pay as you go smart meter in and they went against my wishes, the agent that came to my door about joining shell energy told a pack of lies to get me to sign up, free door camera and a free tablet, neither was true, shell said they dont do door to door agents, LIES LIES LIES avoid at all costs

Avoid if you don’t want extra charges

During day to day operation of the 18 month contract had no issues a bit of down time and speed is on off but as only two of us it wasn’t too bad for the price. However now out of contract they charge £15 termination fee to leave and go with another service absolutely no customer service on the phone either

WOULD GET NO STAR RATING IF POSSIBLE

I first switched from them in 2016 and without contacting me preceded to take over £600 in one payment. The same has now happened to my 80 year old parents. The bank acted and reversed the payments of £468. I have contacted them 5 times by email and 3 times by telephone to ask for the bills and rates so I could check there figures. I also asked them to stop harassing my mother for payment until i had seen these bills. However they continued to text and call her daily…so she has broken to the pressure and paid. To this day I am still to receive any response from Shell Energy.

Appalling

Appalling. Moved house and wanted to switch from Shell Energy, was told it would be October actually was November, final bill paid on December 1st. Then letters arrived regularly demanding payment, emails sent and eventually confirmation of closure received 1st February. Today 11th March another threatening letter re the ‘debt’, how does one get through to this company, absolute shambles take ages to respond to emails and being hearing impaired unable to use the phone. On my experience would definitely not recommend. I see in less than 24 hours I get a reply on TrustPilot, strange as I have sent an email to ShellEnergy and have to wait weeks for a reply!! If they can answer this quickly why does it take so long to respond via their Contact Centre?? Terrible company.

royaldutchshellplc.com and its also non-profit sister websites royaldutchshellgroup.com, shellenergy.website, shellnazihistory.com, royaldutchshell.website, johndonovan.website, shellnews.net and shell2004.com are all owned by John Donovan. There is also a Wikipedia article.

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