Champa Soma

One star is giving this company a credit. I wish I could give them nothing but several minuses.
Since being transferred to Shell from Green, I have received 2 energy bills.
On my first bill in December my supply address was shown as different from my ACTUAL home address. Called Shell immediately but they refused to confirm my ID despite spending almost one hour on the telephone and speaking to 4 different people. The last one reassured me that my records would be corrected within 24 hours.
SIMPLE enough, I would have thought in these technological times.
I have now received a second bill. Shouldn't have held my breath, my supply address is still incorrect yet the bills come to my own email account.
I am at a loss to know what to do to take things further.
Their call answering times are atrocious and I refuse to spend my precious time trying to put right their mistakes.
Please Shell, tell me how I might be able to get my message across.

Trust pilot, please put in minus reviews for your star ratings as this company does not even deserve one star.
Last week I spent a lot of my precious time on the telephone regarding my account.
I have just received my first bill and my supply address is shown incorrectly. This after having spoken to 4 people including a supervisor.
I am currently waiting (13 mins now) to be answered.
Shell when are you going to get your act together

Just tried to call the customer service regarding a problem with a product.
At 10am I waited 13+minutes to be answered but remained at no 2 in the queue during all this time. Gave up.
Just rang again. After 18+ mins I was still no 2 in the queue.
I wonder, does their call "team" consist of just ONE per person.

I wrote a review 4 days ago following a complaint I had had to write to the company which as yet I have not had a response to as yet.
In response to my review a lady called Sara has replied on trustpilot giving a complicated explanation re the smart meters. In addition, she stated that I would be prompted to send in energy readings. So far nothing since I was transferred to Shell.
Sara also stated that her company would call me re the night-time rates that I was querying. A simple enough matter I would have thought or perhaps not as at the time of my telephone call over a week ago, I spoke to 3 different people and not got anywhere.
So far, nothing.
We live in hope.

Unfortunately, there is no minus star rating for me to award to this company.
I was a customer of Shell energy from 2020-21. Owing to the very poor customer service I received during this period, I transferred to Green but unfortunately the company stopped trading within a few days.
Ofgem transferred me back to Shell and after a number of long telephone calls, I managed to get an account number from them.
I had to call Shell's customer service on 7.12.21.
as I was trying to check the rate of their night-time tariff.
After a wait of 5 mins, I got through to a male customer advisor and when I explained my query he said he couldn't help me, and transferred me where I was answered after another 7 min wait.
The operator, Sherelle, said she couldn't verify my ID, this despite the previous calls when I had been asked to verify my address etc and there had been no problem.
Again, I was transferred, fortunately no wait this time.
The third person could still not answer my query but stated that he would ask the relevant team to call me back, if not on the same day most definitely the following day.
It is now three days later but no phone call as yet (5 pm).
I submitted a written complaint and details of my query.
I have now received a reply from Shell stating,
"to find details of your CURRENT tariff (no mention of my actual query re the night rate), please call **** to speak to our customer service - a joke in itself.
I don't think the operators are there to help or know what they are doing.
During my previous year with Shell I had several times requested a smart meter only to be sent various links of why this could not happen or to be blinded by science re " first generation" meters etc.
The first page on the Shell website states something like " if you do not have a smart meter please click here and someone will be in touch within 5 days". During the whole year, this never happened. The website still states the same.
As regards my current contract with Shell, I just wonder how much more poor service I will get.
Having said this, I must say that there was one person, Jacob, who did go out of his way to be helpful. Thankyou very much.

Thankyou Bobby for the excellent service I received.
Good company, very easy to order.
Delivery timescales, again very good.
Many thanks

I spent 37+ minutes on the phone to Shell Energy at 11.50, chasing the outcome of a previous complaint made on 5.10.21
From the outset I had requested that if I got cut off, they call me back.
The first advisor confirmed that my complaint hadn't been actioned and I was to be transferred to the right department. Of course, I got cut off.
Now 14.10, as yet no ring back.
I moved away from Shell in September owing to the very poor customer service (during the year I was with them, I requested a smart meter on the web-site and by telephone only to get poor excuses each time) but unfortunately my provider lost their business and I got referred back to Shell by Ofgem.
Poor customer service was expected and I have just been proved right.
There is no confirmation of my new account etc so I cannot log in. The money I had already paid to Green the day before they went bust seems to have just disappeared.

If you are looking for ANY sort of customer service, this is not the company for you.
The engineers do a great job but communication with the office is like trying to get blood out of stone.
Telephones not answered, emails just ignored. The only time there is any life is when they chase for payment and in addition threaten you.
Absolutely disgusted
I wish I had never joined my council scheme

Disgusting customer service.
Despite holding on for over 10 mins, the telephone is not answered.
Web-site gives the wrong amount of discount despite their promotional material promising so much

Six days ago I was "promised" that the person (no name given) would be looking into my complaint.
As yet, no contact from the company.
Perhaps they have so many complaints that I am just another one on a very long list.
Shame on you Get-UK

SPUK76613
Still waiting. No response by email. Telephone not answered.
Is everyone on a slowwww boat or perhaps walking extra slowly to China
absolutely disgusted

Very customer focused, always great service. Many thanks

A non experience. The whole thing took approx 3 minutes.
We are both seniors and requested that they take the item upstairs but they refused to do so, saying "too heavy".

staff (including management) don't appear to understand customer service.

On the whole very happy with garage.
The damage assessor kept in regular touch with me regarding the works.
Slight misunderstanding at the end was quickly resolved. My car was delivered back to my home.

Moved to Shell from another provider in 2020.
I have been trying to get my smart meter updated & chased Shell regarding this. Their web-site says I would be contacted within 5 days, no contact as yet.
When calling, after a long wait, I am told that at sometime but no time frame.
Appreciate that we are in difficulties owing to the pandemic, if that is the case, the web-site needs to be updated to a better time frame.
Costs are better than with my previous provider.

The company offers special offers etc. When the vouchers don't work, I tried to contact the company - the telephone is almost impossible to get through on.
Despite 2 emails to H & B, no result
They obviously don't value their customers.

Great service. Always reliable
Many thanks

Very very helpful advisors. Cannot do enough for you. Very patient with someone like me who is not fully computer literate.

I had a lot problems with the web-site when placing my order, kept getting locked out. I knew the password was correct.
Contacted them via the on-line chat (there is no obvious telephone number, which I would have much preferred0
Got connected, but no opening greeting etc. I inquired 3 times if there was anyone there.
Eventually got a person who really did not understand the meaning of customer service and closed the chat without enquiring if there was anything else or a closing phrase. No manners at all.
Being a pensioner I do try to take advantage of special offers etc.
Did eventually get it sorted after contacting them again and fortunately getting connected to a different person. No offer of extra points or anything despite all the hassle.
Past experiences have always been very good so doubly disappointing.
A great contrast to another company that I spoke to a couple of days ago.
Having been a customer service manager, I believe that customers pay your wages and so must be treated with respect.