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Shell Energy Criminally Negligent?

13 Oct 2022

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

Criminally Negligent?

Shell Energy has left my step-mother without a landline since Fri 30 September, 11 days ago. She is 90 yrs old, has mobility issues, lives in a large, rural property in the middle of the countryside and has – at best – intermittent mobile coverage. If anything were to happen to her she has no means of summoning help. Despite knowing all this, three appointments have been made – and missed – to rectify the fault.
Criminally negligent.

Date of experience: 30 September 2022

Shocking, shocking, shocking

Sadly there was a no star option, absolute shocking customer service, 3 time’s today I have tried to talk to shell and 3 time’s I have been disconnected, how they’re treating the customers is a disgrace, wish there was a minus star option, awful stay away at all costs

Date of experience: 12 October 2022

Broadband Connections

We were due to have our broadband connection on 2 October 2022, it’s now 13th still no response and when I called they are unable to help, we all work from home, when I told them this they we’re not bothered about it It’s disgusting how this is being handled 

Date of experience: 13 October 2022

Absolutely appalling service from shell…

Absolutely appalling service from shell energy. Spent hours on calls trying to sort out the phone for my 98 yr old uncle who had the line cut off. His wife has just died and he lives alone and can’t phone for help. We have paid any outstanding amounts, spoken to 5 different people and still the phone isn’t reconnected!!!! What do we have to do???? Do not use this company

Date of experience: 10 October 2022

Worst company I have ever had the…

Worst company I have ever had the misfortune to deal with. Very poor customer service. I have over £900 in credit and I asked for a refund of £700 back. I was told by Malika the request would be sent to their finance department, would take 5 to 10 working days and if they clear it, it would take another 5 to 10 days to get to my account. I asked to speak with her manager and had the standard reply, manager was in a meeting. Asked for the manager’s name, was told she was not allowed to give me the name. She kept repeating the 5 to 10 days covered earlier.

Date of experience: 13 October 2022

This is an update on my previous review

This is an update on my previous review. Although someone from Shell had responded to it, I have not heard anything more than that, except that today they have sent me a third threatening reminder to return their Router and a charge of £35 has been added to my final Bill !! This was returned in early AUGUST and fortunately still have the proof of return, but I had alredy flagged this up with their so called help desk and have an email from them confirming receipt. Why is this inept company allowed to keep trading. There is still no sign of my missing £17 overcharge. What chance do we have with Companies like this ?

Date of experience: 13 October 2022

I can’t believe such a big name have A…

I can’t believe such a big name have A crap customer service. Resolving issues is a big task, they can’t hardly speak English. I am trying to do my house move to transfer gas and electric for last one week and still no luck. They callback and when. I pick up the phone they hang up and leave message. You guys will laugh if your hear their message. Absolutely piece of ****

Date of experience: 12 October 2022

Shell changed bills from TWO years ago with no explanation.

Smartmeter install Feb 2022. Shell energy did NOT take reading from the meter, used estimates instead.
I pointed out the error, they have now recalculated ALL bills since Oct 2020. Result: this month’s bill is £615 instead on the usual ~£80.
No explanation given.

Date of experience: 12 October 2022

Poor customer complaint response rate…

Poor customer complaint response rate and lack of replies and false promises.
6 weeks for a simple meter exchange no replies. Despite emails daily.
2 weeks time and off to ofgem this company is so poor. One star is too kind. Energy prices rising get a new heating system installed but having to wait for a reply about a meter which I was at the time happy to pay for. Shell Energy take a bow.

Date of experience: 11 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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