Add your feedback on energy supplier Sainsbury’s Energy

scope

MSE_Dan_L wrote: »

We've been escalating the issue of incorrect estimates with Sainsbury's Energy, following posts on the forum. If the estimates are significantly wrong, you can contact Sainsbury's Energy or your old supplier to raise a dispute about this. It has told us that this type of thing generally takes a few weeks to resolve.

Dan its not the estimates, everybody can get them wrong. Its the completely rubbish customer service to correct these issues, the fact that nobody calls you back when they say they will, the fact the it takes an hour to answer the phone, the fact that the website still reports errors when trying to VIEW previously submitted (on the phone) readings.. NOTHING is set up to provide a service for Sainsburys Energy.. I repeat:

DO NOT TRANSFER YOUR ENERGY TO SAINSBURY'S, YOU WILL REGRET IT.

System

scope wrote: »

DO NOT TRANSFER YOUR ENERGY TO SAINSBURY'S, YOU WILL REGRET IT.

Well i havent ... yet.

newlayabout

Switch from Scottish Power not gone well at all. Have changed supplier several times in the past and always gone smoothly. Had I known British Gas were behind this offer I would probably not have changed. I started the switch at the end of February. Still not sure if I have switched electricity supplier or not. The gas supply was changed I received a letter saying I needed to supply a meter reading by the 9th March which was the day the letter arrived. They didn't ask for an electricity reading, consequently Scottish Power are holding onto £262 credit on my account as they say they haven't had a meter reading yet.

Received a letter saying electricity supply was transferred and my direct debit would be £5 per month. Had to call and correct that.
Also got an email saying they had emailed me several times to set up an online account (they hadn't). When I tried to register it said they had no record of me. Online enquiries have been ignored despite them saying they would be answered in 5 working days.
Finally, I have now registered online and they say the electricity account switch is in progress despite sending me a letter to say it was done 2 weeks ago.

tinker_bell_2

I was also about to move to Sainsbury's Energy after an awful experience with Scottish Power. Got a letter within a week asking me for £215 deposit after a credit check!! I was very insulted as I have a very good credit rating and I'm in credit with Scottish Power. Telephoned Sainsbury's who could not offer any more information to me, so I cancelled switch over. The staff were nice enough but came across as though they didn't have a clue - another co. that doesn't train its staff? Delving deeper Sainsbury's only scored 57% in Which customer satisfaction survey 2015. http://switch.which.co.uk/energy-suppliers/energy-companies-rated.html
Think I'll give Flow energy a try instead

British_Gas

Middlestitch wrote: »

Not impressed. Have submitted my meter readings online (gas and electricity) four times over the last month and on each occasion have had an e-mail saying the website is having 'technical problems'. How about getting on and sorting these 'technical problems' out...?

Hi Middlestitch,

Were you trying to submit your opening meter reads? Unfortunately we currently cannot receive your opening meter readings online which may be why you are receiving the rejection emails. If you call 0800 107 4985 you will be able to submit opening meter readings using our automated service.

Thanks,

Anna

British_Gas

Fleeb wrote: »

I switched from npower to MSE Sainsbury's Energy deal in late February. I took meter readings on the day of the switchover and phoned both suppliers to inform them of those numbers.

I never received a final printed bill from npower (but I did notice a refund from them go into my bank account). Nor have I received any paperwork from Sainsburys confirming my opening meter readings.

On a whim I just logged into my old npower account to view my last bill only to find that both companies have agreed to use estimated readings instead of the ones I supplied. The Gas estimate is higher than my meter reads right now, about 40 days later, and my current Electricity meter reading is only a little higher than their Feb estimate.

So now I've got to make complaints and spend my time chasing both companies to get them to use the real meter readings - because apparently they can't even manage to note down two pairs of numbers and pass them between each other when required.

How do the energy companies get away with such ineptitude? It's almost like the top executives have got together and made a gentlemen's agreement that their firms be universally rubbish.

Hi Fleeb,

I’m sorry to hear you’ve had issues in joining Sainsbury’s Energy. If the estimated reading is very different to what you expected and you want to dispute the meter read you can call our general enquires line on 0800 316 0316 to speak to one of our agents. They will be able raise this for you and talk you through the process, which can take up to 35 days to complete. Alternatively you can contact your old supplier.

Thanks,

Anna

British_Gas

billbennett wrote: »

I had this too. Turns out, what they don't tell you is that opening reads have to be submitted by phone on 0800 107 4985 - you can't do them online.

I think if they made this clearer, a lot of people's frustrations would be ironed out.

And in other news, I checked my account today, and they've posted a "misc adjustment" credit of £20, which I assume is this goodwill gesture.

Hi billbennett,

Yes you’re right, unfortunately we currently cannot receive your opening meter readings online, they have to be submitted over thephone or by email. If you call 0800 107 4985 you will be able to submit opening meter readings using an automated service. We are working hard to improve the switching experience for customers including our messaging and the option to submit opening meter reads online, but it’s not quite ready yet.

Also, any customers who experienced unexpected delays in transferring over to us during the switching period have been credited £20 into their account as a gesture of goodwill.

Thanks,

Anna

seacaitch

British_Gas wrote: »

Also, any customers who experienced unexpected delays in transferring over to us during the switching period have been credited £20 into their account as a gesture of goodwill.

I've spent over 2 hours waiting on the phone in the past few weeks to sort out problems caused by BG/SE.

To fix one problem, I've actually had to phone SE (yesterday in fact) to tell SE a meter reading that they themselves had previously come up with - but then seemingly forgotten/lost! This was an estimated reading that SE invented, and passed onto EDF to allow EDF to issue a closing bill, but which SE seemingly then mislaid themselves, preventing the SE account opening procedure from completing. It required me to phone them and "remind" of this reading (which, to repeat, they originally came up with), else the account opening process would still be stuck...

No sign of any £20 goodwill credit on my account though.

Actions speak louder than words.

royjep

scope wrote: »

Dan its not the estimates, everybody can get them wrong. Its the completely rubbish customer service to correct these issues, the fact that nobody calls you back when they say they will, the fact the it takes an hour to answer the phone, the fact that the website still reports errors when trying to VIEW previously submitted (on the phone) readings.. NOTHING is set up to provide a service for Sainsburys Energy.. I repeat:

DO NOT TRANSFER YOUR ENERGY TO SAINSBURY'S, YOU WILL REGRET IT.

I definitely regret it, have now paid them off including the £60 exit charges. Their Customer Service is a joke. i have now stopped shopping with them and dumped Sainsburys Entertainment. I will never touch them again for anything.

Dave_save

I've instigated the switch to Sainsburys via the Energy Club. Initial experience is not good.


I received a letter on 9th April asking for opening readings, to be submitted by..... 9th April. Then when I looked at the letter it was dated 1st April, with a note to say my gas/elec had been switched to them on 2nd April.


So, I now await the fallout from this mismanagement of the switching process by Sainsburys.


My old supplier was First Utility, who I must say have been excellent, and the correspondence from them has been timely and helpful.