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Shell Energy zero regard for its customers

3 May 2023

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


Disgusting. Disorganised. Impersonal service. I was ‘allocated’ Shell after Green went bust. Never again. I’ve gone back to EDF energy who, in 2 emails, set up my account in the correct way. Never again will I use this company. And don’t bother with your insincere response. I’ve got loads of emails telling me you strive for excellent customer service. All evidence to the contrary in my experience.  Regarding  your reply. I already said not to bother. I’m sick of speaking with a company who has zero regard for its customers


I recently took over a new business premises and have set up to change from shell to a different supplier.
This is taking time and the date is still 16 days away…
I rang shell to find out what they are charging me and it’s 55p pkw and nearly £10 a day standing order.
Absolutely disgusting….

Numerous errors and no customer service

Renewed my Shell Energy broadband at the beginning of the year. After a delay in the upgrade I have been billed incorrectly every single month since. The contact team is appalling each call you are passed round the houses having to explain to each individual the problem again and again. They finally agree its their fault then they want you to call another team to ask for the refund for their error. No ownership, accountability or customer service at all, they won’t even log your complaint. Avoid.

Update from Review November 2022 – Still Really Bad…

This is an update from my review in November 2022.

Shell Energy Broadband continues to offer very poor customer service and value for money. I negotiated a discount from their recent 10%+ price increase down to £.75 per month, but this has been ignored in my recent bill. My attempts to contact them via phone (good luck) and email have been fruitless.

I just wish they would let me cancel without penalty and put me out of my misery…

The above are extracts from negative customer reviews about Shell Energy posted recently 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 (now retired) 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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