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“What a terrible company… You cannot get anyone at this company to speak to you I have emailed and filled in forms on their website and no reply!”: “will never touch this sh*tb*g company for anything ever again.”

13 June 2022

The content below is sourced from current verifiable customer reviews of Shell Energy published on Trustpilot.

Worst Power company ever

What a terrible company – I was forced to use them when Pure Planet went bust. You cannot get anyone at this company to speak to you I have emailed and filled in forms on their website and no reply! They have taken more than double the PP monthly charge and I cannot get anyone to contact me to resolve this and y other queries. Avoid if you can. I’m taking my complaint to the ombudman’s office.

avoid this supplier

spent the last 2 months trying to get a refund on account. have been lied too 3 times now about a cheque being sent for refund. still not received. poor customer service and deceitful.


So much for there slogans, filled in all the forms to move and thought it was strange they didn’t seem to want to know where too. Arrived in new house, nothing online to fill in new details but a phone number to call. Of course they don’t answer the phone making all the usual pathetic excuses so finally unearthed an Email address and asked them how to enter new details along with the MPAN. The reply I got today amounts too “don’t want to know” stick with the existing energy supplier for that property, so basically dumping me as there customer.
Amazing service, never had the like, will never touch this sh*tb*g company for anything ever again.

Shell Energy – No usage data on app or home display

On 01/06/2022 I started having problems with my app and my home display device. No usage information or how much have I spent for the current day/week/month we’re display on the app or home display device. I reported issues on Saturday 04/06/2022 I was fobbed off with reference number and “somebody will get back to you” advice.
On Monday 06/06/2022 I rang Shell back and was given another reference number. This time I was told to send pictures of my app and home display device so they can see what is the problem. I did that and got an automated email back. I also raised complaint about how everything was handled so far and requested phone call back regarding my complaint (today is Monday 13/06/2022 still waiting for the call from complaint team) On Thursday 09/06/2022 I emailed Shell for an update, but got no email or phone call back.  I rang Shell again today Monday 13/06/2022 as my app is also telling me “Your meters aren’t connected and you will need to give us manual meter readings” and to ask about update on why is my app and home display not working and what is being done to fix the issue and suddenly I was told that many customers experience the same issue as me. When I asked how long is this been going on I was told “quite sometimes and Shell is working hard to fix the problem” So if there is a genuine issue which affects many customers, why was I not told about it on Saturday 04/06/2022 and Monday 06/06/2022???? Or was this just an excuse to get me off the phone. Shell is making huge profits from us customers and yet when there is a problem with so called “smart meters” nobody from Shell is bothered to look into this. How can customers budget, save environment if big companies like Shell don’t give a s*** about customers issues with smart meters.
Very disappointed with Shell. They are happy to take (money), but no so happy to give back (fixing the problems).

Shockingly Bad

Shockingly Bad, moved into a new property and as others have said they no longer want to know. Still took £54 by direct debit for an account that is actually in credit though which I am now awaiting a refund on . Showed absolutely no interest in me transferring my account over to my new house. they are all the same, just one huge cartel ripping people off. I’ll no longer use shell for anything


Terrrible. Still no communication over our busted ‘smart’ meter. Months since the install and it’s sat on the side drinking electricity and reporting NOTHING!!! Option for zero stars please?

Worse company ever

Worse company ever, i had a complaint more than a month no one contacted me even by email, mixted all my bills and charged me with an estimate bills very expansive also poor customer service.
I don’t recommend this company at all stay away.

The above are extracts from negative customer reviews about Shell Energy posted during the last 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 company. Shell Plc CEO Ben Van Beurden openly admitted at the Shell AGM held in London on 23 May 2022 that all is not well at Shell Energy. 

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