Pure Planet reviews: add your feedback

PurePlanet

Hey @CyberDeus
Whenever your meters are changed, the new details need to be registered in the national database used by all suppliers when you switch - it sounds like the details may not have been updated in the past, which could become an issue in the case of switching. It sounds like the Member Services team are working in the background to get your meter details corrected, which can take up to 12 weeks. 
Our service is 100% digital - we don't have call centres. Being 100% digital allows us to be more efficient and save money - savings we pass on to you. 
Nataly @PurePlanet

Frogalot

I've just signed up, hoping Pure Planet live up to their good reputation! I was mostly persuaded by the carbon off-setting for gas - anywhere I can read up more on what you actually do to achieve this? And can I put my 'refer a friend' code up here? QMpBFFQc (just have, but it won't allow me to hyperlink it. For anyone reading, I think that'll bag us both a £50 reward).

PurePlanet

Hey @Frogalot
Nice one, welcome to PP! 
Yeah absolutely, we have more info all about it in our Community's FAQs, and we also have a section 'All About Renewables' where we chat about a wide range of topics with Members, too! Hope you find it interesting and helpful 
Nataly @PurePlanet

Leesills2

Do not use this company! I will explain why.
This company failed to switch me for whatever reason, I tried to assist but their "chat bot" is their customer services defence line. If you have any issues with this company be prepared to battle a bot who then puts you through to a chat representative who replies 2 days late! 
The human on the other side of the chat told me that all of my switch was CANCELED and that if I wanted to still be a customer of pureplanet I would need to re-apply online. I DID NOT RE APPLY. 
Instead, I went back to my current supplier who offered me a better deal to stay. 
4 weeks later I get a bill from pureplanet stating I owe them money and my supply is now with them.
They handled the complaint unprofessionally and refused to admit they were at fault after telling me they had canceled everything and I would have to re-apply if  I wanted to switch to them (I have evidence of all of this).
After a few weeks of talking to these morons, I decided to go to the ombudsman as they were clearly playing dumb and trying to fraudulently gain me as a customer but had been caught out. 
I now have a case with the ombudsman and waiting to hear. Pureplanet has now admitted fault because the ombudsman is involved.  Still waiting for the ombudsman's decision. 
I will be filing a legal claim after the ombudsman's decision. 
DO NOT USE THIS COMPANY THEIR BUSINESS PRACTICES ARE DIABOLICAL. 

nickcc

Presuming of course that the Ombudsman finds in your favour.  Personally I find them to be an excellent company compared to most of my previous suppliers.

PurePlanet

Hi @Leesills2
We're a digital-first supplier - we don't have call centres. The recommended way to get in touch with the Member Services team is by selecting 'get help and support' > 'ask a question'. Once passed to the team they reply within two working days and send an SMS notification to let you know they've replied. We try to be as accessible as possible, and we appreciate that this format won't suit every one.

I'm sorry you're unhappy with the service received in this case, and am happy to hear the situation's being thoroughly looked into. 
Nataly @PurePlanet

Rakushun

PurePlanet said:

Hi @Leesills2
We're a digital-first supplier - we don't have call centres. The recommended way to get in touch with the Member Services team is by selecting 'get help and support' > 'ask a question'. Once passed to the team they reply within two working days and send an SMS notification to let you know they've replied. We try to be as accessible as possible, and we appreciate that this format won't suit every one.

I'm sorry you're unhappy with the service received in this case, and am happy to hear the situation's being thoroughly looked into. 
Nataly @PurePlanet

The company replies here are putting me right off, and I was hopeful for a fully green supply. 

When you get a lot of feedback saying there is problems with your system the prudent thing to do is take the feedback onboard and see what options you have to resolve it. Passive aggressive replies that ignore the customer and the effort they went to before making a complaint will do your company no favours.

 You’ve made my mind up for me.

nickcc

Personally I see nothing wrong with the reply from pure planet as it just states the facts.

Rakushun

nickcc said:

Personally I see nothing wrong with the reply from pure planet as it just states the facts.

That’s fair, everyone sees things from their own personal perspectives, I just also have the training to see things from the customers perspective, and the tone used hasn’t changed from what I’ve seen in this thread of customers sharing their dissatisfaction. 

PurePlanet

Hey @Rakushun
As this is MSE's own forum, we're unable to see any details (beyond the username) of those who post here - unfortunately that means we can only offer general advice, it can be tricky to help without knowing the detail! Once through to our Member Services team though, they can fully investigate any issues and reply to Members with as much info and explanation as necessary. 
Pure Planet's just become a Which? recommended supplier for the second year running - over 91% of our Members reported a problem-free experience in the past 12 months. Of course, we're aiming to continually build and improve this. 
You may be interested in checking out our Community - it's full of questions and advice from other Members, as well as a feedback section and Ideas Board, where we help and engage with Members to improve their experience with Pure Planet. 
I hope that helps! 
Nataly  @PurePlanet