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Shell Energy Still Receiving a Hammering From Trustpilot Reviews

Featured below are extracts from negative customer reviews about Shell Energy posted over the past 4 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. This article posted on 14 Oct 2020.

Impossible to Get Hold Of

Completely dysfunctional customer phone system, it doesn’t matter whether you dial in yourself and carefully follow the menus and enter all your details perfectly, you’ll end up in the wrong place and be transferred multiple times before giving up after 30 wasted minutes. One Customer Services Rep I spoke to sounded utterly defeated saying it’s been a difficult place to work the last few months. I’m attempting to cancel my switch to Shell Energy because of this, currently queue number 100 in the online chat, wish me luck…

Shocking company

Shocking company, was promised a refund for a Greenstar account that was closed 18 months ago. No refund. They make it immpossible to contact them, I have no choice but to go to the ombudsman

Dreadful company…

Dreadful company…. off to the ombudsmen sadly, false promises and total shables can’t answer my concers . On the nearly £3,000 there demanding!!!!

Shell is a corrupt company

Shell is a corrupt company. Arranged paperless billing after cold calling on a vulnerable lady. She does not have the internet or ever had a computer/laptop and with having dementia wouldn’t be able to use one. I can only assume it is to cover up that they sold her a more expensive Electricity tarriff than she had with SSE. Shell has no Morales and should be held responsible for their corrupt trading practices.

Awful experience with Shell Energy…

Awful experience with Shell Energy Broadband! From the first month I had this the internet has been awful! Upload speeds of less than 0.4mbps, downloads of 1mbps and anytime I tried to contact them to ask why I never got a reply! Even with the above happening I also had to deal with my internet constantly cutting out completely!
I have just cancelled at the end of the 12 month of my 12 month contract and am still getting charged a fee for ‘leaving before the end of my contact’ as well as an additional cancelation fee! But honestly I can’t stand being with them another minute or arguing with no chance of any reply so I am just going to do it so I can end this madness! If I could give zero stars I would.

Awful company

Awful company, worst customer service ever, I switched my provider recently and I then switched it again after being lied to about smart meters being used. Impossible to get hold of anyone and when you eventually do they are awful. Do not use Shell Energy!!

Customer service seems to be…

Customer service seems to be overwhelmed at the moment – a victim of your own success,perhaps?

Not happy that I cannot submit electic…

Not happy that I cannot submit electic meter readings. I have been told my Shell Smart Meter is out of date. I cannot submit these manually either as they are rejected due to having a Smart Meter?! As I rent I cannot have a new meter fitted. Had previous issues with Shell and now regretting going back to them.

They still havent sorted my correct…

They still havent sorted my correct meter readings out.

Ivan fantastic – company shocking.

Just want to say Ivan was fantastic today in dealing with our query and there was no bother with him at all, asset to the company.

On the other hand, shell as a company we’re shocking. We started a contract on the 24th of Sept (go live date), we didn’t do live on that day. They sent an engineer out, he couldn’t sort it and then he reported back to Shell telling them that they needed to send a broadband engineer out, we never received this service! We phoned several times and they kept saying they were constantly waiting an update and pushing us back 24 hours each time, in the end they said there wouldn’t be an update for 72 hours, so we decided to cancel. Now we all work from home so had no internet service for a week was a nightmare. When we cancelled we were ensured that we wouldn’t be charged anything for the cancellation or the service we didn’t receive. So yesterday evening we get a bill of £96 for 24 phone calls out of our landline, baring in mind 10 of those phone calls were to Shell themselves!!!

This is where Ivan comes in, spoke to him today 14-10-2020 and he was fantastic in dealing with our query, easily the most helpful employee we spoke to during the short time we were with Shell, so we thank him for that. He credited the bill back to us so we weren’t charged.

Bottom line is – dont bother if you want an easy swap over!

I think it’s a con my adress was given…

I think it’s a con my adress was given to them I had never even known them do energy 8 times they have been despite me telling them no yet they still wont leave me alone and even when my city is on lockdown for covid 19 they still come to my door and as they have been told 7 times and i was promised they would stop its scary they still come.

Incompetent sub standard – AVOID!

I’ve had a broadband account with Shell for 11 months and have just cancelled It for the 12 month anniversary. Shell have been abysmal from the beginning and I’ve tried to cancel the contact on at least 4 occasions but they refuse to do so without penalty as they do not accept they have failed to provide the service promised.
In January, March, July and September my speed at the router dropped to below 1mb. Each time I’ve spent up to 2 weeks in conversation with the customer services and gone through the same routines of days of speed monitoring to prove what I’m saying. Only then they agree to send out an engineer. Threatening me with costs if no fault is found.
Coincidentally the day before the engineer is due to attend the speed jumps up to 14 mb (minimum g’teed supposed to be 8mb). This then lasts for a few weeks before it comes to a grinding halt again. Then the frustrating process of calling customer services begins again. Wait times to get through are unacceptable and on one after being on hold for nearly an hour the operator told me no one by my name holds an account with Shell and she couldn’t help me. At last this awful contract is reaching 12 months and I can escape to a competent provider. To rub salt into the wound they’re now charging a severance fee of £15 even though the contract has ended. My recommendation is to AVOID Shell broadband at all costs!

Tried to switch to Shell but didnt get…

Tried to switch to Shell but didnt get any response for weeks. Sent the supplier number off and it appeared to have disappeared onto an abyss. After 30 minutes on hold today still no joy. Told them to forget it and this afternoon had a welcome email. Too late, poor customer service and I dont want to give them my money.

I have just joined Shell Energy

I have just joined Shell Energy. They advised the direct debit has been set up to start on or around 15th September and thence 15th of the month. The DD details Shell quote are correct. Fine so far. However the bank statement shows no payment made up until 12th October. I have submitted my question to Shell by email asking why the debit has not been taken and received a machine generated unhelpful response. A second email quoted a non geographical phone number for me to contact. I live in the same town as the Shell Energy registered address why should a non geographical phone number be utilized instead of replying by email? My initial question remains unanswered.

ZERO STARS IF WE COULD MOST OF THE…

ZERO STARS IF WE COULD MOST OF THE POSITIVE REVIEWS ARE FAKE, FAKE, FAKE AND ARE POSTED BY PEOPLE WHO SEED FAKE POSITIVE REVIEWS FOR COMPANIES TO RIG THE SCORE. PROSPECTIVE CUSTOMERS READ THE REAL REVIEWS OF DISGRUNTLED ANGRY CUSTOMERS ON FACEBOOK AS THAT IS THE REAL STORY. DO NOT JOIN SHELL ENERGY AS THEY ARE THE WORST ENERGY COMPANY I HAVE EVER USED. OUR CASE IS NOW DOUBLE APPEALED TO OFGEM….SHELL ENERGY NEEDS TO BE SHUT DOWN NOW, HAVE A LOOK AT ALL THOSE FAKE GOOD REVIEWS DOWN BELOW FOLKS, THE REVIEWERS USUALLY HAVE ON NAM AND ONE REVIEW. OFFGEM WILL BE COMING FOR YOU SHELL ENERGY.

If I could give zero stars I would – terrible CS

If I could give zero stars I would! Hours on hold to get nowhere. Paying for super fast fibre and getting less than even the most basic package, shell energy make communicating with them so difficult that we’ve now been over a week unable to watch Uni lectures and actually hear what’s being said… shell energy customer service is terrible.

I waited long waiting time for…

I waited long waiting time for cancellation for a Bit tiny application. This customer service very bad.

Make your own choice

Poor communication
Rates increase without any clear intimation
Online portal- not user friendly
Customer service- layers of teams and passed from one person to another.

royaldutchshellplc.com and its 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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