Add your feedback on energy supplier Sainsbury’s Energy

pete7708

MSE_Dan_L wrote: »

No, sorry if that wasn't clear. British Gas' team offered to provide assistance on a post a few days ago, so we've pinned the address into the 1st post on this thread which should be shown at the top of the every page.

The address is - [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL]

I tried that on Tuesday and only got an automated response.

British_Gas

Ancient_William wrote: »

Does anyone know if you get staff discount if switching to Sainsbury's Energy.

If so it would just tip them into lead position.

Thanks in advance, fingers crossed but, knowing Sainsbury's, not very hopeful to be honest.

Hi
Unfortunately we do not offer discounts for Sainsburys or British Gas (the partner of Sainsburys Energy) for Sainsburys Energy.
Many Thanks

British_Gas

pete7708 wrote: »

I tried that on Tuesday and only got an automated response.

The automated message is only to indicate that the email address isnt checked out of office hours. We have you details and are now looking into your issue.
Many Thanks

British_Gas

Many apologies for the delays people have recieved getting through to our customer services agents. We are seeing an unprecedented number of calls due to the popularity of this tariff and are doing everything we can to meet demand. Please email the address pinned to this chain with all your customer details and we will ensure your issues are resolved.
Many Thanks

chieflx

I have been using Sainsburys Energy for about two years now and up until this last week have been very happy with them. One of the reason I switched to them was their customer service, which friends had said was very good.

However, recent experience has been very disappointing. I have been trying to set up a direct debit with them since January. Twice I have been told it is all set up and ready but no money is taken from my account.

I have been trying to ring them to sort this out. I have been ring at least 4 or 5 times a day for the last 10 days but keep getting told they are really busy and there is a delay. This delay is at least 20 minutes and often 45 minutes. I do not want to listen to musik for that amount of time in the hope they will answer.

I have emailed them asking them to contact me but after a week I still have no reply.

Does anyone know what is going on at Sainsburys Energy?

British_Gas

pete7708 wrote: »

Ah but you can only add your Nectar card by phone......And it appears that that side is not going too well.:D

Hi Pete

You will be able to add and collect the Nectar points at a later date if you choose to. If you have any issues please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL]

many Thanks

British_Gas

chieflx wrote: »

I have been using Sainsburys Energy for about two years now and up until this last week have been very happy with them. One of the reason I switched to them was their customer service, which friends had said was very good.

However, recent experience has been very disappointing. I have been trying to set up a direct debit with them since January. Twice I have been told it is all set up and ready but no money is taken from my account.

I have been trying to ring them to sort this out. I have been ring at least 4 or 5 times a day for the last 10 days but keep getting told they are really busy and there is a delay. This delay is at least 20 minutes and often 45 minutes. I do not want to listen to musik for that amount of time in the hope they will answer.

I have emailed them asking them to contact me but after a week I still have no reply.

Does anyone know what is going on at Sainsburys Energy?

Many apologies for the issues you have been experiencing. We have been experiencing a high level of calls due to the popularity of this tariff. If your issue is still not resolved then please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL] and I will ensure someone gets back to you on this.
Many Thanks

gilly_dc

stevem999 wrote: »

So now Sainsbury's are suggesting that the single 'gas' letter many of us received was actually a dual fuel letter and we should have guessed that we then had to submit two different meter readings? Oh of course, silly me, my crystal ball was playing up that day.

I have logged back into my Sainsbury's account and it has finally registered the gas meter reading that I gave them (as per the letter about my gas) but they have also used an estimated read for my electricity because they didn't send a separate letter for that.

Now I have had an email from my previous supplier EDF saying that the electricity meter read they have had from Sainsburys (the estimated one because of their foul-up) doesn't seem right based on my usage and they are checking it out with Sainsburys and may take 6-8 weeks to resolve and close my EDF account and pay me back the credit that I think was on there. Absolutely wonderful.

I'm in the exact same situation here, EDF are saying the reading submitted by Sainsburys doesn't make sense, and can take 6-8 weeks to sort out.
In the meantime I also got an email from MSE stating that because the gas hadn't transferred due to the reading mismatch, I will only be getting half the £30 cashback, as only half of my dual fuel actually switched.

Of course, this is all after the fact that after I switched from EDF to save money, where my monthly DD was £55, Sainsbury's have decided to up my DD to over £100, and when I called and complained, still only reduced it to £70!

British_Gas

stevem999 wrote: »

So now Sainsbury's are suggesting that the single 'gas' letter many of us received was actually a dual fuel letter and we should have guessed that we then had to submit two different meter readings? Oh of course, silly me, my crystal ball was playing up that day.

I have logged back into my Sainsbury's account and it has finally registered the gas meter reading that I gave them (as per the letter about my gas) but they have also used an estimated read for my electricity because they didn't send a separate letter for that.

Now I have had an email from my previous supplier EDF saying that the electricity meter read they have had from Sainsburys (the estimated one because of their foul-up) doesn't seem right based on my usage and they are checking it out with Sainsburys and may take 6-8 weeks to resolve and close my EDF account and pay me back the credit that I think was on there. Absolutely wonderful.

Oh, and the email that they left me a voicemail about saying they were about to send 36 hours ago has still not appeared. MSE you REALLY need to get a resolution to these issues and not keep coming on here telling us it's been escalated. We need answers and resolutions, not words. Where is Martin in this? No blog or comments. Maybe something in this week's mailout to explain?

Many apologies for the issues you have been experiencing. If these are still not resolved then please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL] and I will ensure someone addresses this problem.
Many Thanks

British_Gas

Fleabite wrote: »

Hello

I am also having problems with Sainsbury’s Energy as follows:

• They asked for meter readings which I did
• I received an email saying they had a problem with their website and could I send it again
• I re-sent the readings
• I also tried to contact them by email to enquire whether they had been received; the email bounced back
• I then tried to contact them by their ‘contact us’ form and it said it couldn’t be sent
• I received an email as per 2 to asking to re-submit
• I tried to log on and the website didn’t recognise my details
• I changed my password twice (even though I knew the original one was correct) and although being told it had been successfully changed, when I tried to log in it still told me there was an error
• I tried to phone today Saturday 7/3/14 (their hours are supposed to be 8am-6pm) only to be told their services are not available due to maintenance.

As a new customer, I am appalled by this 'service.' It makes me wonder what it will be like in future.


FB


PS I hope Martin is taking note of these problems, especially as there are exit fees involved if you wanted to leave - and, at the moment, I certainly do!

Many apologies for the service you have recieved - we have recieved unprecedented levels of calls due to the popularity of this tariff. If your issue is still not resolved please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL] and I will ensure someone gets back to you.
Many Thanks