Outfox the Market reviews: add your feedback

dan223

I think although a lot of these goods reviews have come from 1 posters, the company have probably improved, they had a massive storm of customers join from the energy saving club, couldn't handle the demand, and then started tweaking things that obviously customers were not happy with, and then customers also left in a storm, they probably have a customer base that they can manage better now. I moved away, and were with green network energy for a year, who were also not great, and now with Octopus, while they are suppose to have good customer service, the process to get a smart meter setup from them has not been great.

pulsarstar

I have just completed a switch and it was fast and simple. Only issue was they called me to verify one of my meter readings. Yes the website is a bit clunky and all comms need formatting and tidying up but the content is correct and frankly, that's a very minor issue. 

binjie

Now that I'm switching away from this lying supplier, so I thought I'd share my experience here with this foxy supplier.

• Did your switch go smoothly?  Switching over was the east part, nothing worth mentioning here.
• Have you had problems since?  Lots, the advertised/promised rate keeps changing upwards. And due to my work I had to leave the country for a couple of years, I spoke to them on the phone to adjust the monthly direct debit amount and got advised to submitting a metre reading with minimal increment to trigger the system to change the billing amount. I did exactly that and the direct debit amount never updated. In the end I overpaid hundreds and account is well in credit! When phoned up again got advised to keep up the direct debit or else will be downgraded to a higher tariff. These guys are just that cheeky! In the end we cut the direct debit and burn down our credit at a fast rate because they raised the tariff.
• Is it easy to contact?  It was relatively easy to speak to them on the phone, but they keep telling you lies. 

netloser

I've been with Outfox since September 2019.  I was switching from Eversmart when they collapsed.  Despite this Outfox did a superb job despite Utilita trying to scupper the switch at every step.  It was seamless.  When Utilita tried to send me a bill, it was Outfox who sent me screenshots of the UK database to help me out. 

In contrast I swithced my Mum-in-Law from Eversmart to BG at the same time and it took until 22 Nov, over 2 months.  Today I contacted Outfox to move to a new, better tarriff and it took a total of 6 minutes and was switched. 

Compared to my experience with Scottish Power, BG, Eversmart and Utilita I have found Outfox to be way way ahead in customer relations.  One customer does not make a statistic but I do feel credit is due in my case.

Normski1943

I switched from Eversmart, no problems whatsoever. After I had been with them a few months, noticed a cheaper tariff, used their online chat, and was swapped onto the slightly cheaper one straight away, no fuss. Great service!! 

Spuggy69

Avoid like the plague. Incompetent, dishonest and aggressive

rog52

Flobalob said:

I know everyone’s experience is different but so far I’ve no issues with this company.

I agree the website could be improved, however I got my quote with no issues, my only issue I have is that my gas & electric fall under different postcodes (nothing to do with outfox the market) so with quote in hand I called the number on the website.
Call was answered straight away no holding which was excellent, Abdul was really helpful and friendly, he managed to find both my meters without difficulty he gave me another quote which was the same as the website, I agreed to switch he took all the details and everything concluded efficiently.

I contacted them the day after via web chat, just to make sure everything is going to plan due to my meters having different postcodes, chat was more or less instant with Richard, no long waits, he looked into everything and put my mind at rest.

I know this is a new company and I do expect teething problems, looking on trust pilot they reply to reviews and take onboard all feedback and make changes where they can, they also apologise for the few mistakes made and contact the person directly to follow up. I’ve never had that kind of support from any supplier.

It’s early days yet and will follow up if anything does go badly wrong. But so far so good

Like you I have not had any problems with Outfox the market, I have been with them over two years having switched dual fuel tariffs with them three times now.

Nick_C

Sent them an email last Friday asking for a reduction in my Direct Debit.  Received a reply today agreeing the amount I requested. 

Moneyspice

I moved to Outfox the Market (OTM) from Powershop last September - transfer was seamless.  I joined on a dual fuel fixed tariff with zero exit fee and my quote was based on annual usage in kWh - initial DD was taken in advance for 1/12th of my annual estimate. As I joined at the start of winter my  gas heating use has been higher and my March bill shows £120+ owing, DD has remained the same. 
I'm in the MSE Cheap Energy club and got an email alert last month to say I could save £100+ by switching to another supplier - when I logged into my OTM account I went to the bills area to check my annual estimated use. On a whim I then went to the Quotes area on OTM and ran my details for a price comparison; it showed at least 6 tariffs listed in ascending price order. My lowest price (Fixd 20 3.0 Plus) was coming out cheaper than the comparison sites lowest offer on same usage! I checked the charges in detail, Correct!, but then thought "this is probably a new customer only offer?" . Undeterred I phoned OTM, my call was answered in seconds and the agent ran their own price quote before recommending I switch to the Fixd 20 3.0 Plus tariff! There was no problem with me already having been on a fixed rate with them for <12 months and the switch happened live on the call. I even pointed out that my account was in debit and asked if I needed to increase my DD? After a brief check the agent explained that my use will be lower in the summer months so the balance should come down, no need to change now, wait until the September annual review.
My experience with this Company has been exemplary - fixed tariff with zero exit fees and happy to switch me to a cheaper tariff when available. 0800 telephone number and calls answered promptly. This Company deserves a higher rating on the MSE Energy Club in my opinion!

7Phil

I've written a few weeks ago in support of OFTM since joining in November 2019. I need to reassert that I'm having a good time with them. They've recently written a customer email about COVID, and I've received a lot from companies lately but theirs has been easily the best. They have totally enforced the line of supporting customers struggling with reassurances and also confirmed that there will be no DD increases for three months. This is seriously good for me as I'm over 100 in debit (should be just winter excess as I joined on Nov on 12 month flat DD). But I was expecting an increase soon... This is the type of reassuring messages people need right now and shows a proactive focus on customer service.

I know people have a hard time with them recently but I really think they've learnt lessons and have been turning around massively.