Pure Planet reviews: add your feedback

maborouk

Hi Nataly @ Pure Planet, thank you for your prompt reply!
I managed to “message the team” through the PP App and provide Meter Photo’s. This cleared my problem and now I have my Switch countdown days showing in the App, so thank you for the help!

PurePlanet

Fantastic stuff @maborouk, really glad to hear it 
Nataly @ Pure Planet

JHoney

Absolutely dreadful company, couldn't wait to get away from them and they were the worst energy company I've ever had to deal with.  Never Again. Things are fine until there's a problem and then god help you because that bloody app will be useless.  You can't get hold of a human, ever.  Just doesn't happen, there is no known phone number or email address for Pure Planet.   If you are unfortunate enough to be locked in with these clowns and that godawful app for 12 months and need help, on the app you can either go around in endless circles with that ridiculous robot, or (and they don't publicise this), if you enter something along the lines of 'send to team' before your message and it bypasses the ridiculous robot and you might get a message back a few days later, or you might not.  They largely rely on the members in the forum to try and help you solve your problem rather than trying to sort it out themselves, well it seems they're all here schmoozing for new customers instead of doing something useful like, you know, actual customer service on their own platform. I found the actual Pure Planet humans after all this time, who knew?

gryphon

I've been with Pure Planet about 2 years now and had no problems at all with them. The initial swap went fine the app works fine and detailed monthly statements arrive on time each month.

PurePlanet

Hey @JHoney
Sorry to hear you were unhappy with your experience of Pure Planet. 

Our service is 100% digital - we don't have call centres. We try to be as accessible as possible, and we appreciate this format won't suit everyone. Being 100% digital allows us to be more efficient and save money - savings we pass on to you. 

We also have lots of helpful FAQs, including how to get in touch with our Member Services team and a guide to using WattBot. 
Your monthly statements also include details on how to get in touch with the team, including an email address should you need it 
Nataly @ Pure Planet

nickcc

gryphon said:

I've been with Pure Planet about 2 years now and had no problems at all with them. The initial swap went fine the app works fine and detailed monthly statements arrive on time each month.

Same here no problems at all.  Like most companies I expect shortage of staff will cause delays to any queries using the send to team system.

Nhaqueoioi

I switched to Pure Planet on 11 June via MSE Cheap Energy Club but I have not had any confirmation from the supplier. 

Additionally, today I received a phone call from 01225 459833 from an offshore contact centre saying they were from Pure Planet and telling me they could see I started a switch but wanted confirmation I had completed it.  I did not give any information as I lacked confidence in the call and had no idea of knowing who this person actually was. 

MSE has recommended Pure Planet, but if the call was from them it would appear they are totally disorganised and have no idea if the switch has been sent through.

Pure Planet if you're reading this, what's going on please? It is not the best start when maybe you have no idea if I switched or not. Or was it a scam call?

PurePlanet

Hey @Nhaqueoioi
Whenever you switch to Pure Planet from MSE we send you an email with a link to 'verify your email' - you need to complete this step to get your switch to Pure Planet underway. 
When you've successfully started your switch we'll send a welcome email containing all of your switch information, too, so it sounds like you may not have completed your switch yet? 
I can confirm that number is from Pure Planet, and would've been to help complete your switch as described above. 
I hope that helps! 
Nataly @ Pure Planet

Thefotoman

Just been offered a new deal (?) by Pure Planet; a 12 Month Fixed Rate deal (100% Green 12m Fixed) which is very slightly less per Kwh than I am paying at present.  All other add ons remain the same apart from a £30 exit fee.  I've taken it up and have 14 days to cancel if anyone knows a reason why I should not be going with this offer.

nickcc

Thefotoman said:

Just been offered a new deal (?) by Pure Planet; a 12 Month Fixed Rate deal (100% Green 12m Fixed) which is very slightly less per Kwh than I am paying at present.  All other add ons remain the same apart from a £30 exit fee.  I've taken it up and have 14 days to cancel if anyone knows a reason why I should not be going with this offer.

Only reason not to is if the price of energy reduces, I’ve had the same offer and like you thinking of changing to fixed.