Igloo Energy reviews: Give your feedback

gwapenut

I've had truly excellent customer service from Igloo. You only really get a feeling for how good a provider is when they are thrown a curveball, and they've certainly risen to the challenge.

I applied to switch to their variable tariff a couple of weeks ago, but changed my mind and cancelled within the cooling off period. When I attempted another switch elsewhere, this failed because my details on the industry database were still showing a switch in progress.

Igloo responded very promptly and completely, looked into it, and said it appeared that one of the intermediaries had not processed the termination properly. They reissued their cancellation and promised, without prompting, to monitor it. Despite being a sceptical person, I fully believe Igloo when they say that the problem lay elsewhere - they only did so after investigating it, and only took an hour or so to investigate it - and they chased through the cancellation once they know there had been an issue, culminating in a proactive phone call from them this morning to confirm that everything was back the way it should be.

The whole process of sorting this problem out took less than half a working day, with as little effort on my part for third-party problems occurring from MY change of mind as I could have hoped for.

To say that this is to help a non-customer deciding not to switch to them, this is excellent customer service and were I not intent on a fixed rate I'd prioritise them as a great energy provider with great, fair prices. I expect when my fix expires next year I'll be back.

Every contact with them has had a response within no more than 1-2 working hours, whether they view me as a new customer, a departing customer, or someone messing them around. And not just quick replies, but intelligent and proactive customer service. Fantastic.

boobbby

I have now been with Igloo a few months and I have been impressed with the quick way they have dealt with my phone calls and messages. This morning I installed their new app, tried it out and then informed them how impressed I was with it. Within a very short time they replied by with a thank you for my email. Although their is a very slightly cheaper energy supplier available I will not change as I doubt I can get better customer service.

Igloo_Energy

Since the post on 12.02 we have established a PEMS contract, so this is now in place moving forward.

Neil_Jones

Moved to Igloo from Affect and SSE as I had separate providers, and this time it was cheaper to bundle them together when my previous deals ran out as opposed to keeping them separate.

Not the absolute cheapest but it was either these guys or a whole bunch of literally brand new energy startups with no or very limited feedback, so somebody else can be the guinea pig there

Kantakuzina

Hi there, I have switched to Igloo in August. It increased price a week after my switch was complete, and this month it increased price again.
It has the worst customer service I have ever encountered.
Hope noone else makes the mistake I made and switches to them as supplier. and hope this feedback is useful!

gwapenut

What was bad about their customer service?

gwapenut

Kantakuzina wrote: »

Hi there, I have switched to Igloo in August. It increased price a week after my switch was complete, and this month it increased price again.
It has the worst customer service I have ever encountered.
Hope noone else makes the mistake I made and switches to them as supplier. and hope this feedback is useful!

I think as there has been no response what was actually bad about their customer service, then other potential igloo customers should just take this as griping from someone who signed up to a variable tariff in a rising-cost market and then got upset and badmouthy when it, um, varied.

My own personal experience as someone who tried to be a customer and then pulled out was that they couldn't have been more helpful.

mikemikes

Smooth transition, but I do thinks its wrong they dramatically hike your premiums in the winter months.
The monthly spend already takes into account your average usage over the whole year.
In summer you use less, in winter more. So really they should give you a massive reduction in summer. Which they don't!
Their strategy simply means they can sit on everyone's extra cash stockpile and profit from it. Very unreasonable.

Chocky10

Switched to Igloo a couple of months ago after my fixed contract ended. Switch was easy, was kept informed of progress with various texts/emails from Igloo. I give them my meter readings each month, and get a bill within 24hrs. I'm currently in credit with them, but as they give 3% interest on credit balances I'm not worried about that, as it's more than I get in my current account!!

(Text removed by MSE Forum Team)

Sarahthrift

I moved my elderly Dad to Igloo energy having read the details and reviews in the Energy club on this site.

My dad became a customer on 3rd August 2018 ie less than 3 months ago. Since then Igloo have hiked up his tariff twice by a total 23.3%.

When I rang igloo to discuss and explain that this is an elderly man who can't afford an additional£40 a month they advised me to move energy supplier!

Igloo did email me web links to look at and suggested I went with one of the big 6 energy supplier so on that level they were helpful.

However this does not take away from the upset and that changing again - when we switched to Igloo in good faith - and that ths is a lot of hassle for an elderly man who can no longer do things like take a meter reading for a new supplier.

Overall, I definitely cannot recommend a company which twice hikes their prices in 10 weeks and by over 23%.