Add your feedback on energy supplier Sainsbury’s Energy

British_Gas

dockarl wrote: »

Sainsbury's energy might be cheap but switching to them is a real hassle. When I switched to EON previously it was all managed via email and simple online opening meter readings. None of this trying to type long meter point numbers into the phone only for Sainsbury's to ignore the readings anyway (having sent a letter asking for readings that were required before the letter was even received!)

If nothing else, Sainsbury's energy should immediately offer to waive the early exit fee for all customers who have had to put up with this totally unacceptable and frankly embarrassing level of CS. I assume MSE will be pursuing this.

Hi dockarl,

We’re very sorry that you have had a poor experience switching to Sainsbury’s Energy and also understand that other customer switches may not have gone as smoothly as we’d planned, so we want to ensure customers are able to leave this tariff if they are unhappy. As such we are removing the exit fees (£30 per fuel) from 23 March to 31 May for people who have had issues trying to switch to Sainsbury’s Energy Discount Fix February 2016.

If you want to cancel your switch please call the general enquiries line on 0800 316 0316 or email [EMAIL="MSECollectiveswitch@sainsburysenergy.com"]MSECollectiveswitch@sainsburysenergy.com[/EMAIL] with the subject line MSE Cancellation, with your account details and issue that you have experienced. Phone lines are open Monday to Friday between 8am and 8pm andon Saturdays from 8am to 6pm. If you have already cancelled your switch due to the unsatisfactory level of customer service we will also refund your exit fees.

Again we apologise for the issues customers have faced and we are working to rectify these as quickly as we can.

Thanks,

Anna

bxboards

I started a Dual Fuel switch and got a letter dated 2nd March with a switch date of 19th March for both supplies.

Gas has switched but electricity hasn't and is still supplied by Scottish Power and billed by Scottish Power even though this was supposed to have switched by now.

dadsgoneshopping

Customer service is poor, when you call you are on the phone for a long time, and they are not actually able to do anything, nor do they seem to know anything.

keithtalex

Hi, Rather angry about switch at mo. They have taken two monthly payments in less than a month for 25 days supply. Having tried to phone and gave up i have resorted to email. still waiting. I did not realise i was expected to pay a month in advance. Did i miss something? How can they imagine i can be expected to pay two bills in one month. So far i have paid almost 20% of my annual bill in 25 days. Surely not acceptable.

PJDiddy

Have to say I'm another one who's disappointed after starting to switch to Sainsbury's on the back of MSE's recommended Collective Switch. Wish I'd come on here earlier then I may have at least tried to get my leccy read in after receiving only the gas letter, mine stated I should get it in by 9th March on the front even though I only received it on the 10th and yet on the reverse it said I had til the 11th!

Disappointed that after the single energy (and late) letters came to light that MSE didn't email everyone switching to warm them and suggest they supply both meter reads. I've tried using the high-priority 48 hour email address (msecollectiveswitch@sainsburysenergy.com) to verify if they indeed got my gas read in ontime and ask why they hadn't bothered asking for my leccy only to find that 5 days later my query is still unanswered.

I also fail to see why they are blaming this on a higher than expected number of people switching, surely that in itself does not stop them from sending out two (or the correct) version of letter to those switching.

SuperDad1

I too have had bad experiences with Sainsbury's Energy, but strongly recommend you make a formal complaint to them. I have made 2 in the last month, and both times their Complaints Team has got back to me within 24 hours and resolved my issues both pleasantly and effectively. They readily admit they have been overwhelmed with recent uptake and didn't have the resources to handle it. Still waiting for my first bill (complicated by the fact that I switched bank accounts around the same time!) but I think I am getting there!

davidsuffolk

PJDiddy wrote: »

I also fail to see why they are blaming this on a higher than expected number of people switching, surely that in itself does not stop them from sending out two (or the correct) version of letter to those switching.

I totally agree. While I don't argue that their appalling "customer service" issues of abysmal phone answering times and inability to reply to emails might have been caused by larger than expected numbers why would that cause meter readings to not be accepted and automatically sent letters to also be wrong. Doesn't ring true and there must be deeper problems. I thought Scottish Power were poor but compared to this lot they are paragons.

Maybe one of the MSE team or BG might care to find out / answer why basic things like meter readings are going wrong when surely unconnected to customer numbers.

retepetsir

Wish I'd seen this thread earlier as I've made the same mistake of just giving a gas reading and waiting for the letter regarding electricity to arrive

Golfoneliners

Under no circumstances change to this supplier, I did and it has caused me no end of grief and heartache. They have NO customer service support, totally and utterly useless. I am changing to anyone but them at the first opportunity.

dadsgoneshopping

Dear British Gas Representative,

I thought I would try to contact you on here, since your contact form on the webpage doesn't actually work! and your telephone staff are particularly incompetent. can i have an email address to contact someone please?