Add your feedback on energy supplier Sainsbury’s Energy

davidsuffolk

It is a shame that with hindsight there wasn't some clause in the bulk switch along the lines of "we will bring in x000 new customers and you for your part will guarantee these minimum standards or pay compensation" as so often the excuse of " we were overwhelmed" is heard whereas the correct reply is " we didn't pay for sufficient resources"

MSE_Dan_L

The service problems which have been highlighted on this thread really are disappointing to read and not at all what we'd expected when launching Big Winter Switch Event II.

We've been using this frustrating feedback to escalate issues to senior management at Sainsbury's Energy to ensure that steps are taken to improve this.

Ahead of the collective switch we challenged Sainsbury's Energy around customer service and also visited its customer service centre to ensure that plans were in place to handle additional calls and ensure switching went smoothly. Sainsbury's explained how it normally answers calls in under a minute and has brought additional staff into its call centre - assuring us that it could handle the collective switches.

However it has told to us that the calls being received (not just due to the collective, but for following other recent energy coverage) are much higher than predicted which is why the waiting times have shot up.

It has now told us that it has made and is making some more changes to improve things. This includes bringing in extra staff to handle phone & email queries which it expects will start making a difference to you shortly.

Today we've gone back to Sainsbury's Energy with some further challenges about how it puts right and apologises for these issues.

We'll continue to push and escalate on this until real improvements are seen.

Sam14

Very disappointed in both MSE & Sainbury's Energy.

Got an email yesterday from Cheap Energy club saying 'Yay! Your energy switch is completed!' Er... no, just the gas as found by others. SE received my initial gas & elec meter readings on 29 Jan. Found out today they passed the gas reading to my previous supplier on 29th & that switch has now completed. They did NOT pass on the elec reading which my previous dual fuel supplier still awaits!! Why not? Their customer service (no emails, no letters- don't even talk about giving them a phone call!) as confirmed by others on the MSE forum is appalling.

Their letter stated the DD payment would be for part elec & gas. which means they have taken money out of my bank acct (1st payment) for elec which at the least means it was taken under false pretences, at worst, theft.

Does all this mean it will be at least another 6 weeks ( if they acknowledge my email & finally get moving) before the elec too is changed over or will it never be changed over until my deal expires?

I have emailed them & asked 'Since you have not fulfilled your end of the deal ( 6 week changeover of gas & elec) will you waiver your right to exit fees?'.

Worst customer experience ever.

Merry2

British_Gas wrote: »

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

Thank you. Just tried now and its letting me log into Sainsbury Energy again. Does anyone know how long it takes to resolve Gas side as previous supplier still taking payments - so do I contact them or Sainsbury/British Gas? Sainsbury told me both went over on the same day with them but are only taking payment for Electric, whilst the previous supplier is only taking payment for Gas (still showing have Gas with them).

gary44

British_Gas wrote: »

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.

ive done both of those. No response from the email (sent Tuesday) and the readings are not showing in my account (submitted Monday)

stevem999

British_Gas wrote: »

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

Yes, thanks. I emailed all my issues to that address on Wednesday evening. No response so far, 48 hours later. Not holding my breath.

stevem999

gilly_dc wrote: »

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!

I haven't had an email from MSE about cashback yet - they'll be sick of me if they even consider halving my cashback because of errors by their chosen provider. Martin still absent in all this. Spending his millions somewhere no doubt.

pete7708

stevem999 wrote: »

I haven't had an email from MSE about cashback yet

No sure but the cash back was after 3 months........??????


Be interesting indeed to see what happens with it as when does that 3 months countdown start?


Also could the reason for only sending out a gas letter impact on the amount.


Maybe I am just being cynical but after all these problems I am not so sure at all.:mad:

davidsuffolk

Just when you think they cannot possibly be any more incompetent they prove you wrong! I look at the online site every day to see if any changes have occurred. The meter readings submitted still don't show and, despite no payment having been taken, my account shows I am £142.50 IN CREDIT. . I thought Scottish Power were poor but this lot make them seem paragons of efficiency.

sdtownsend

I too have had a really bad experience and will think twice about taking MSE advice in future.

I had no problems with Coop energy but could see I could save money so joined in - what a disaster!

The start date came and went - I received nothing about meter readings but set up my account and tried to submit them anyway. Got a failed upload email the next day so tried again. Went through this loop 4 more times then wrote a complaint on their complaint form. That was 14 days ago and still waiting for a response on that one.

So I phoned. Waited nearly 30 mins to speak to someone who told me I couldn't submit meter readings as my account hadn't been officially started as I hadn't submitted readings!! Gave my readings over the phone and was told that everything would be fine and it should all work in future.

Two days later I still couldn't see my readings so tried submitting again - it failed.

Waited 3 more days, still couldn't see my readings so tried submitting again and again today got the failed message. Tried to log into account and it wouldn't take my password (I know it was correct but gave them the benefit of the doubt and reset it). Still can't get in. Tried phoning... message says 50 mins wait at least.

I have no idea if I have transferred or not but of course they have already taken a months money.

Dire, Dire, Dire... the single worse experience of dealing with a company I have ever had and MSE has to take some of the blame here due to recommendation.