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Joke of a company

04 Oct 2022

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

After long last they decided to call me…

After long last they decided to call me about long loss of internet, to say were going to rub this in your face, it’s tough we dont pay for loss of internet. What a utter discrace of customer care, through this, from first reported. Words cannott describe the behavior of this company.

Date of experience: 03 October 2022

Joke of a company

Joke of a company. No internet for 3 weeks and still waiting. They don’t reply to emails and you have to wait for about 30 minutes on hold to speak to anyone and when you do speak to someone they are completely incompetant. Online chat support is also always offline. They gave me no compensation also. Really stay far away

Date of experience: 01 September 2022

nightmare company

Contacted shell energy to get broadband, you have to put your bank details in before your set up, within 2 hours I decided to cancel & stay with my current provider, told shell to cancel order – got an email confirming this then two days late 3/10 I get an email saying my direct debit is being setup, can’t get an answer from them on the phone, takes too long so – be aware of this company, even when you cancel they still try to take your money..

Date of experience: 03 October 2022


Dreadful, after almost 18 months my IHD is still not working. After countless emails to and fro still nothing. Shell have said ” there are lots of people with the same issue??) so what, do something about it. I said that at such difficult times it’s vital that I have the ability to monitor my usage as I can’t afford to pay my bills.. They said they will send a engineer around to put another new meter in but can’t guarantee it will work even then.!?!  Today it’s 03/10/2022, the engineer is booked in for 14/12/2022. Absolutely disgusting, customer service… Stay right away from these cowboys….!!

Date of experience: 03 October 2022

Complete & utter garbage

Complete & utter garbage with the worst customer service I have experienced. Increased our monthly direct debit without notifying us..we called and reduced it and were told we would get a refund within 10 has been 3 weeks and still no refund. Last week we were told it was with the finance department and we would have it by Friday…its now Monday and guess what…still no refund

Date of experience: 09 September 2022

Very poor customer service

Very poor customer service. Trying to get answers and the call centre staff were incompetent. They have a script. At one point asking me for my partners phone number for id. Partner responded but they would only accept it if I said it (ludicrous do i have to repeat it)! This is before the substantive issues of no bills and wrong tariff. Nightmare getting anywhere.

Date of experience: 03 October 2022

Absolutely appalling service

Absolutely appalling service, I have been with them a little over a month and I am counting the days left in my contract, service constantly cutting out. Cannot imagine a provider any worse, actually has me missing AOL dial-up edit: I am 8 feet from my router having to use my 4G to post this

Date of experience: 01 October 2022

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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