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Daily Bombardment of Toxic Trustpilot Reviews of Shell Energy

15 June 2022

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

Possibly the worst customer “service” in the UK

I find it ironic that Shell Energy has branched into telecoms as they are utterly hopeless in terms of communication. Long waiting times on the phone (30+ minutes is not unusual), listening to elevator music and some chap telling you how important your call is and that someone will be with you soon (I would like to know SE’s definitions of important and soon); e-mails that go unanswered apart from an automated response: a webchat facility which is not available at 11.30 am (too early? too late?); an over-reliance on Facebook and Twitter which is absolutely no use to someone with no broadband or someone who is not interested in social media; letters which take 10-14 days to arrive based on the date at the top of the letter (snail mail?). Communication is definitely NOT SE’s forte.

I eventually had contact from SE but only through use of Trustpilot and even then I had to wait four days. And surprise, surprise, it was only to state that, because I was not the account holder, they could not discuss anything with me. I have often found that companies who quote the Data Protection Act are not actually interested in protecting individuals, they simply cannot be bothered to do anything, helpful or otherwise. On one of the few occasions when my mother was “lucky” enough to speak to an adviser, she had given verbal permission for me to deal with her account but said adviser had obviously not made a note of this on her account notes (why would he, he did nothing else). My mother is neither mentally nor physically incapable and therefore she does not require me to have a Power of Attorney: she simply does not enjoy sitting for long periods of time on the phone when the outcome is that she gets upset by no-one answering her call (and she hangs up in frustration) or by speaking to unhelpful and unsympathetic people.

If the person who had sent this message had bothered to read my comments, he would have been aware that I did not want to discuss my mother’s account: I had been trying to contact SE (1) to stop my mother being harassed to return broadband equipment when she has never had broadband (a fact which could be easily established by a quick look at her records) and (2) to have returned the money which she has paid for a service which she advised on 11 April that she was stopping, has not used since 11 May but which she has paid for until 14 July. In this day and age of information being available at the touch of a button, for any company to claim that they CANNOT produce a final bill within a few days is laughable. It is more likey that they DO NOT want to return money, however small the sum.

As an aside, I find it interesting how many positive reviews SE has received on Trustpilot from people who have been invited for feedback: I wonder how many people are invited when they are given the company policy and “computer says no” line.

In conclusion, I am thankful that my mother has changed landline supplier to a company whose customer service puts SE to shame (although that would not be difficult). Neither I nor any of my family or friends will use SE in the future. And please, don’t bother to send a message in response to this post (about the only action that SE does in a relatively speedy fashion, probably automated): it has been demonstrated quite conclusively that SE is NOT sorry and it does NOT care about this customer.

A complete joke and waste of time.

A complete waste of time.

Shell have called, mailed, emailed and texted for months about a SMS In-House Meter to monitor energy use.

It arrived, was installed and did not work. The displays shown on the website were not able to be displayed. But is where it gets interesting…..

I looked online and found that I was far from alone, with hundreds of comments and sites offering tips on how make the damn things work.

So I called the SMS helpline and got through to a VERY soft-spoken chap whose Scots accent was so thick I could barely understand him. Told him my problem and asked him to talk me through a solution.

He took me to an on line tutorial. That was it…..no guidance…..there’s your tutorial…..but that didn’t work either.

So I called the Shell UK helpline. This chap was more helpful but he couldn’t work out a solution either – told me there were many versions of the device and he couldn’t work out which one I had without seeing a screenshot of the device.

I’m 74 and screenshots don’t come easily on my aged Android and laptop but eventually managed it. Would you believe what happened next? Instead of a call he emailed some documents for me to read!!!!

So here’s a company with poor products that don’t work. Staff who are not provided with the right tools and are therefore not capable of a spoken helpline service.

A joke……you couldn’t make it up.

Atrocious service

WE got transferred over from The Post Office (which was excellent). The test of any company is how efficiently they answer their calls or usability of their website.

30 minutes waiting to report a fault by phone. No possibility to use ‘chat’ even though it advises chat. Chat for broadband is always ‘offline’.

Their website is pathetic, keep going around in a loop, I asked a question by email 2 days ago and still haven’t had an answer.
I have lost the will to live when dealing with this company and will be leaving ASAP

Avoid

Avoid! Avoid! Avoid! Don’t know how they get away with putting everyone in massive debt when they took over from company’s that went into administration. I have never been in debt with a electric/gas company before these jokers! I was in credit with previous supplier, they took over and instantly put me in £280 debt. Same happened with my mum, she is in debt with them for £600! It doesn’t add up! Rang them so many times, never get anywhere Round and around you go! Go with anyone but this company! Can’t wait to leave them!

A nightmare

Where do I start?

Was moved over involuntarily like most after all the smaller companies went into administration.

It’s been 6 months and I still cannot submit a reading properly due to their software failings.

Must have spoken with 20+ people around the globe in an attempt to resolve, so far they’ve claimed I owe thousands, they passed my information to debt collectors, etc etc

They have now accepted fault and tried to make up for these errors, but they still haven’t fixed the original problem of being able to submit readings and pay my bills each month!

To add insult to injury, they offered a derisory £50 compensation after 6 months of multiple mistakes. The case is now with the Ombudsman so let’s see just how wrong they were, I’ll update here after the verdict but my advice is go to the Energy Ombudsman and hit them where it hurts, as all they case about is £££

Absolutely the worst customer…

Absolutely the worst customer experience I’ve ever had with a company in 30 years. I got passed between departments and spoke to about 15 different people over the course of 3 hours trying to set up my energy supply with them and got nowhere. Was promised call backs and actions which never happened. Decided to take my business elsewhere.

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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