Add your feedback on energy supplier Sainsbury’s Energy

stevem999

oh, and now I can no longer log in to my Sainsburys energy online account. 'PI Operation failed' - whatever that means. Going so well this. Wish you could tag other users such as the MSE people in these forums like you can on Facebook! Draw their attention to the poor service being offered by their chosen provider.

billp_2

I joined the big Switch as recommended in the Cheap Energy Club and have had nothing but problems with Sainsburys. I had a welcome letter saying that they would contact me for meter readings in two weeks - four weeks later and they still have not contacted me. I tried to input my meter readings on the changeover day, only for the Sainsburys website to fall over. Over the past two weeks I have kept trying to input my readings - sometimes the website accepts them and sometimes not, but in all cases I get an email from British Gas telling me they have a problem and couldn't process my readings.

I eventually spent 25 minutes on the phone waiting to talk to someone and eventually was able to report my meter readings. I am still getting emails from British gas saying that they cannot action my readings. My complaint to Sainsburys asking them to sort the matter - will be answered in 5 days. I'm still waiting for a response to my earlier complaint. However, I could try and phone - if only I had a half day to waste in hanging on the phone.

Not a good start at all and probably down to Sainsburys being swamped with the Big Switch. Martin L needs to make sure that a company is able to cope in future with a large number of new customers

MSE_Dan_L

Hi all

I'm sorry to hear of some of the problems which have been reported following switches to Sainsbury's Energy.

We have flagged the issues mentioned on this forum to it and asked it to focus on resolving the key areas which have been raised.

A few details which might help if you're having problems:
- you can provide meter reads via Sainsbury's automated telephone line (you don't need wait to speak to an agent) by calling 0800 107 4 985.
- you can also contact Sainsbury's team by email via this special mailing address msecollectiveswitch@sainsburysenergy.com
- finally if Sainsbury's have made an error on your account, you can raise a complaint. The details on how to do so are at this link - http://www.sainsburysenergy.com/content/sainsbury/help-and-advice/energy-complaints.html?cid=dplkcmpltse

vintagebrighton

MSE_Dan_L wrote: »

Hi all

I'm sorry to hear of some of the problems which have been reported following switches to Sainsbury's Energy.

We have flagged the issues mentioned on this forum to it and asked it to focus on resolving the key areas which have been raised.

A few details which might help if you're having problems:
- you can provide meter reads via Sainsbury's automated telephone line (you don't need wait to speak to an agent) by calling 0800 107 4 985.
- you can also contact Sainsbury's team by email via this special mailing address msecollectiveswitch@sainsburysenergy.com
- finally if Sainsbury's have made an error on your account, you can raise a complaint. The details on how to do so are at this link - http://www.sainsburysenergy.com/content/sainsbury/help-and-advice/energy-complaints.html?cid=dplkcmpltse

I'm not sure any of those revised contact details are going to illicit an adequate service unless a) more staff at sainsbury's energy are made available and b) the actual underlying system is mended. I don't see either of these things happening anytime soon (but then maybe I'm cynical)

I switched and had a welcome pack giving me a deadline of 25/2/15 to cancel. I took my chances and didn't cancel, a decision I'm starting to regret. No further contact, no way of giving my meter readings (no, I don't have time to wait for hours on the phone) no other info. They have managed to set the DD up on my bank account though although I don't have any info on dates/amounts ... not surprising given they don't have my meter readings.

Guess I'll carry on waiting.

VB x

mrdermo

I'm currently berating @sainsburys and tagging @MartinSLewis over this on twitter, I encourage others to join in with their complaints.

ekeitout

Like many other contributors I switched via MSE as they trumpeted some 'special offers' from Sainsburysenergy ending at end of Feb 2015. Oh my goodness, I soooo wish I hadn't started the whole process as they're hopeless, and all but un-contactable via phone. I've only managed to get hold of someone once in three 15 minutes attempts via phone - and if you post a query on their online contact form it seems nobody bothers to contact you back.
A week after starting the switch, I had letter asking for a Gas meter reading which I submitted online. As I'd no letter asking for Electricity meter reading I rang (and after a huge wait), i eventually got through and gave them both Gas & Elec readings. Three days later i had an email saying due to a technical error they hadn't managed to process my readings and would i wait 24hrs and resubmit. I've done that TWICE now and each time get another email saying 'due to a technical error they hadn't managed to process my reading'. Grrrrrrr! Where will this all end?

Archi_Bald

I switched with uSwitch on February 18 and have heard beep as yet from Sainsbury. Calling uSwitch today, I am told my switch is scheduled for April 16. Two months, what a joke.

mrdermo

Sainsburys have asked for my contact details by Direct Message on twitter now and they've promised to contact me, it's a start.

mrdermo

They've just called me and said all first meter readings need to be given over the phone on 0800 316 0316 (or 0800 107 4 985 as MSE advise) until the previous supplier has confirmed the final bill. Only after the final bill has been given, then you can start giving them online.

There was no mention of this anywhere previously!!!

So any new customers, don't bother attempting to submit them online anymore, you'll be wasting your time - you have to call.

piratematt

Had another email asking for another meter reading again today.

Why should I phone them when they can't be bothered updating their email which CLEARLY asks me to submit the readings online.

Like many others, it was also a shambles registering online - as my initial posted letter had a reference number which was incompatible with the customer number required to log in, despite it saying it would work.

I just don't understand how they can be so hopelessly unprepared to process.... to process any 'customers' at all!!


Has this come as surprise to them?
"Um, hey look guys - we have one of those customer things!!"

Has nobody at British Gas/Sainsbury's energy had a bit of foresight to amend the automated meter reading technical fault email we all keep getting, to at least offset this mess up with a modicum of "Hey guys we have an ongoing problem but we are on it! Meanwhile here's a number you can call to submit readings".