Andy

Since moving to the WhatsApp based help it is impossible to get technical help - it’s just never available and when you ring still no help is forthcoming. In the past the technical help has been good but I have been trying for three weeks to get help and nothing. Essentially it is making GivEnergy a poor product which you cannot recommend to people until this is sorted.

Through from the order to delivery and installation, as well as follow up, the customer service, care and attention has been great. I expected the greenhouses to look good, and they do, but it is always great when you can call to ask questions and sort minor issues and someone gets back to you and sorts things.

Danny was excellent. He organised the three accounts I needed efficiently and explained the process. When he needed to do things in the background he didn't keep me hanging on but called me back! - a first for a power company. He has also explained the next steps clearly. Hope Octopus keeps this up as it is great start.

On leaving left the gate open, which on a clearly noted common with roving animals should not happen.

Arrived on time and completed work very efficiently. Also gave good guidance which was very helpful.

Wayfair have a great website, easy to use as many have said. But they are totally let down by their delivery and customer service around problem solving. Delivery estimates change multiple times sometimes many times on the same day so you cannot actually be sure which day things will be delivered - so difficult to organise to be in. When a delivery failure occurs due to a delivery partner problem (an item not on the delivery lorry) they take days even weeks to investigate and only after numerous prompts. Rather than send a new item out and deal with THEIR delivery partner the customer has to wait while they investigate. The whole thing is exacerbated as "delivery solutions" who deal with such issues (a misnomer if ever there was one) WILL NOT speak to anyone only communicate by email, so you basically have a whole process set up that works against customer service. The staff you speak to try and help and sympathise but are themselves frustrated by company set process. Management and leadership need to set a better tone by putting in place better customer service process.