Add your feedback on energy supplier Sainsbury’s Energy

Merry2

Had similar issues and although Sainsbury customer support are very friendly and helpful (once you get through!) I'm starting to worry now. Although electricity went through my Gas did not (still stuck at other supplier). Tonight I logged into my Sainsbury Energy account and now says "Your British Gas's Energy accounts cannot be viewed on this site, please log on to britishgas.com." So very confused!!!!!! I log into BritishGas with my Sainsbury password and it looks like I'm a completely different tariff to what signed up for!!!!! Very not impressed with MSE.

davidsuffolk

[FONT=&quot]Sainsbury’s Energy’s “customer services” is [/FONT][FONT=&quot][FONT=&quot]just awful[/FONT].[/FONT] [FONT=&quot] [/FONT]
[FONT=&quot]If my experience is anything to go by, they have some real problems. [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I changed to Sainsbury’s Energy on the 12th February (as part of the MSE bulk switch) and in due course got the welcome pack giving a changeover date of 4th March. That date came (and went) so I telephoned to try and get an update.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]The automated message said how busy they were and that, from memory, there was a 5 minute delay before answer. I waited 11 minutes before giving up. Later that day I tried again and gave up after 20 minutes of holding.[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I then used the contact form and received an automatic reply saying I would be contacted “within 5 working days”. Well, it is now 9 working days later and still no reply[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]On the 10th March I received a letter asking for a gas meter read (only) and which said if they hadn’t heard from me by the 11th they would estimate the bill which is hardly ideal for a first bill I would suggest. So far nothing at all about the electricity so I have no idea whether that has been missed or still to come? [/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I tried to ring again yesterday morning and once again got the “really busy” message (does that always play regardless?) and that there was a wait of 35 minutes. I mean seriously, what planet are they on if you think that sort of delay is acceptable?[/FONT]
[FONT=&quot] [/FONT]
[FONT=&quot]I hope that things might sort themselves out sometime but it really bothers me to think that contacting them is always going to be this difficult.[/FONT]

alanwsg

Well, I seem to have been luckier than most....

My switch was due to go through on the 5th March and on that date I phoned in my meter readings after being prompted to do so by this thread, only had a 5 min wait on the phone. I checked online and saw three 'accounts' on my list - for Gas, Electric and 'Energy'.

Yesterday I received two letters asking for meter readings for gas & electric (They had already told me to ignore them when I phoned in), but I logged on to check what was going on and the gas & electric accounts have disappeared leaving just the 'Energy' account visible. Clicking on 'Meter readings history' gets an error page. Hmmm.

Just phoned them again to check (10 min wait - I must be charmed!) and they say that's what should happen - once the switch has happened you just see a single online account for "Energy" which deals with both gas & electric. They also confirmed they had my original meter readings that I phoned in.

So, it seems to have worked for me - now just got to see what Flow energy do about refunding my credit and hopefully not taking the DD this month.

British_Gas

gary44 wrote: »

Today I received a letter saying to submit my meter readings by the 10th march, or they will estimate them
Guess theyll be estimating them then!

Apologies if you have experienced any issues submitting your meter readings. If you call 0800 107 4985 you will be able to submit meter readings using an automated service. If you are still having any issues then please email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL] and we will direct your query to the right people.

British_Gas

Merry2 wrote: »

Had similar issues and although Sainsbury customer support are very friendly and helpful (once you get through!) I'm starting to worry now. Although electricity went through my Gas did not (still stuck at other supplier). Tonight I logged into my Sainsbury Energy account and now says "Your British Gas's Energy accounts cannot be viewed on this site, please log on to britishgas.com." So very confused!!!!!! I log into BritishGas with my Sainsbury password and it looks like I'm a completely different tariff to what signed up for!!!!! Very not impressed with MSE.

Apologies if you have had problems with signing up and confusing log in details. This should not be the case and you should be able to log into Sainsburys Energy. If you are still unable to do this then if you email your details to [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL] I will make sure your query gets directed to the right people.
Many Thanks

davidsuffolk

Having read back through a few pages I see that getting no electricity letter is par for the course, to use the meter point number from an old bill and ring. I did that. It didn't work. The machine failed to recognize the meter number. I then tried to enter the reading online. That did appear to work but only time will tell if it actually did (especially as there was a a day and night option and I only have one ).

British_Gas

davidsuffolk wrote: »

[FONT=&quot]Sainsbury’s Energy’s “customer services” is [/FONT][FONT=&quot][FONT=&quot]just awful[/FONT].[/FONT]
[FONT=&quot]If my experience is anything to go by, they have some real problems. [/FONT]

[FONT=&quot]I changed to Sainsbury’s Energy on the 12th February (as part of the MSE bulk switch) and in due course got the welcome pack giving a changeover date of 4th March. That date came (and went) so I telephoned to try and get an update.[/FONT]

[FONT=&quot]The automated message said how busy they were and that, from memory, there was a 5 minute delay before answer. I waited 11 minutes before giving up. Later that day I tried again and gave up after 20 minutes of holding.[/FONT]

[FONT=&quot]I then used the contact form and received an automatic reply saying I would be contacted “within 5 working days”. Well, it is now 9 working days later and still no reply[/FONT]

[FONT=&quot]On the 10th March I received a letter asking for a gas meter read (only) and which said if they hadn’t heard from me by the 11th they would estimate the bill which is hardly ideal for a first bill I would suggest. So far nothing at all about the electricity so I have no idea whether that has been missed or still to come? [/FONT]

[FONT=&quot]I tried to ring again yesterday morning and once again got the “really busy” message (does that always play regardless?) and that there was a wait of 35 minutes. I mean seriously, what planet are they on if you think that sort of delay is acceptable?[/FONT]

[FONT=&quot]I hope that things might sort themselves out sometime but it really bothers me to think that contacting them is always going to be this difficult.[/FONT]

Many apologies for the service you have recieved. We are dealing with an unprecedented level of call volumes but are doing all we can to resolve this. In the meantime, if you email [EMAIL="media@britishgas.co.uk"]media@britishgas.co.uk[/EMAIL] with your account details I will make sure your query is looked at straight away.
Many Thanks

djpleasure

Chordeiles wrote: »

What makes you think that will get the hoped-for response ? My bet is that they will gleefully put you on a higher tariff because you don't pay by direct debit, and the first you'll hear from them is a larger-than-expected bill.

Sorry to be a prophet of doom, but this is British Gas you are dealing with

I couldnt give a toss what response i get. I have still failed to contact, rang first thing this morning, told 35 min queue, still cant make an online account, have used their form online to lodge complaint. They can put me on what they want, I am switching, I will not be paying any penalties for doing so either as the level of service or should i say lack of service is totally unacceptable. They can send a larger than expected bill, I will not be paying it, simple as

vintagebrighton

vintagebrighton wrote: »

What I would like to know (if the BG Rep is still around) is can I just cancel the contract without repercussions?

I realise I'm out of the cooling off period but as I see it, Sainsbury's haven't upheld their part of the deal. I can just see the mess getting more and more involved and more difficult to get out from the further down the line it gets.

Better the devil you know and all that.....!

VB x

Sorry to shout but you appear to have missed out my query

Please see above

VB x

theseagreenincorruptible

A minimum 20 minute delay every time you want to contact them by phone. Exactly the sort of company I avoid. The Energy Club needs to pressure them to improve service as it must have given them a lot of new business.
No letter to confirm my electricity switch
No details of when I will start to pay
I phoned EDF (my old supplier) who answered within a minute and were very helpful. I am now regretting leaving them. If I had known this was British Gas I would not have joined.
I emailed British Gas using this address which was on a previous link
media@britishgas.co.uk