Name: Bulb
Rating: 4.11

“When I was with bulb previously in my old house they would have got 5 stars but now in my new house and trying to sort out the transfer , moving me to the ev tarif and getting my ihd working is being a nightmare. They don’t respond to emails, they don’t do what they promise and I’m shortly going to transfer again if they don’t get it sorted.”

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Posted 2 years ago

“When I was with bulb previously in my old house they would have got 5 stars but now in my new house and trying to sort out the transfer , moving me to the ev tarif and getting my ihd working is being a nightmare. They don’t respond to emails, they don’t do what they promise and I’m shortly going to transfer again if they don’t get it sorted.”

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Posted 2 years ago

“Dreadful company. Just this week, they wrote to thousands of customers to say that direct debits had failed and would be retaken. It was a lie. They made up some nonsensical "our systems auto-generate these emails" excuse. Awful, awful, awful. Tried for over half an hour on the phone, no reply. "Live" chat was dead. Eventually managed to get in touch by email.”

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Posted 2 years ago

Hi, Thank you for taking the time to share your feedback with us here on Reviews.io. I'm sorry for the poor experience you've had with us regarding the direct debit email . We always aim to provide great service to our members, and it sounds like this isn't what you've experienced here. I've sent you an email directly from myself, so if you want to discuss this issue further then please reply to me there and hopefully, we can come to a resolution. Regards, Lloyd

Posted 2 years ago

“not very happy being left without electricity for 2 hours and was not set up properly”

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Posted 2 years ago

“Sent me wrong reading making my account over draw by 1400 pounds when I am 800 pounds in credit”

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Posted 2 years ago

“Very nice people in customer service but not good at delivering what they promise. Waiting for my refund for nearly three weeks. Not an inconsiderable sum either!!!”

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Posted 2 years ago

“Don't use this company they never pay you any credit or money that is owed to you when you move house also won a ombudsman investigation where I was awarded £110 never got paid either so I'm total I was ripped off for £160 stay well clear of this company”

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Posted 2 years ago

“Communication via phone: They don’t speak clearly, there is noise in the background. Clearly reading from a script. If I hear, ‘your issue is being escalated’ one more time I’ll go nuts. Communication via email: Appears to be a ‘one email address fits all’ situation, despite the Bulb agents individual name and/or department being different. Again, replies seem to use a standard template. *Just like the Bulb replies on Trustpilot - another cut and paste job eh? The latest is I’ve been told they understand the ‘gravity’ of my complaint, and have been asked to describe the problem. MY SMART METER DOESN’T WORK. MY IHD DOESN’T WORK. I DON’T BELIEVE MY BILLS TO BE ACCURATE. These meters were installed on 13/05/22. I have told Bulb umpteen times this is the case. This has been going on for 3 months. How is Bulb calculating my bills? Apparently there was an outstanding balance of £74 that was being investigated - was I being overcharged and how was this calculated? Then via email Bulb threatened to charge me a £15 late payment fee if I didn’t pay by 11th Aug. Then via post Bulb threatened me with this fee if I didn’t pay but this time it said by 17th Aug. So I paid it. Then straightaway I was billed AGAIN. This time for £31.80. So I paid it to avoid late payment fees. Every single time I call or email, I am put on hold, the line is cut off, questions aren’t answered or I’m pawned off to another department. Wait for it, I’ll get a generic ‘sorry to hear you’re unhappy, we’ve asked Trustpilot for you details’ blah blah. SORT IT OUT”

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Posted 2 years ago

Hi there, Thanks for leaving us a review, I am sorry to hear about the poor experience you have had with your billing. This is not the level of service we aim to provide at Bulb. I am going to send you an email directly from myself and so if you wanted to discuss this issue further then please reply back to me there. All the best, Katie

Posted 2 years ago

“Avoid at all cost, awful customer service rude and condescending.”

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Posted 2 years ago

Hi Christopher, Thanks for taking the time to leave us a review, I am sorry to hear about the poor experience you have had. At Bulb, we aim to provide the best possible service but it sounds like you have not received that here. I have sent you an email directly from myself so we can try and resolve any issues for you. Please reply back to me there. All the best, Katie

Posted 2 years ago

“I used to like it when I started but not anymore. Every month I have to waste my time on letting them know that I want direct debit (exact amount going from my bank account) nothing more or less. Every month I ask them to send my extra money back as I have to pay other bills. My bank history is going rubbish just because Bulb deducting extra £200 from my account. I'm so disappointed. Hopefully, I'll find some other supplier.”

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Posted 3 years ago

Hi there, Thanks for taking the time to leave us a review, I am sorry to hear about the poor experience you have had. At Bulb, we aim to provide the best possible service but it sounds like you have not received that here. I have sent you an email directly from myself so we can try and resolve this issue for you. Please reply back to me there. All the best, Katie

Posted 2 years ago

“Avoid. Suggest you do not ever get a smart meter installed. They apparently authorise the install and the subsequent Siemens engineer who installs it claims it won’t work in my area. Problem is Bulb don’t work either! 7 weeks of total nonsense with neither a resolution or a date when it will be resolved. Three weeks ago I was fobbed off that the engineer didn’t have the correct equipment. I spoke to him who says this is nonsense. They try to commission twice and if failed they abandon. He says he has fitted lots in my area and they don’t work. Bulb say they can commission remotely but don’t seem to care. Now I can’t even provide meter readings because I am still register as having the old meter (reading no longer relevant). They just don’t want to know. I’ve had enough of them. Very, very unprofessional and now don’t even respond to emails. My guess is the people that answer the phone are cannon fodder shielding their useless Management. I don’t fault the front line team. All they can do is promise you they will escalate it. You’d be as well speaking to the trees! No wonder they went bust. Operating as normal they say. Seriously!”

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Posted 3 years ago

Hi there, Thanks for taking the time to leave us a review. I am sorry to hear about the poor experience you have had. At Bulb, we aim to provide the best possible service but it sounds like you have not received that here. I have sent you an email directly from myself so we can try and resolve this issue for you. Please reply back to me there. All the best, Katie

Posted 2 years ago

“BULB INVITED me to change to normal meter to a smart one. For free!!!! When the engineer came here I had 1pound and 20 p. The period that they took to switch to old to new was COVERED as they said, I didn't need to top up. Today I woke up with no electricity and my card to use in a paypoint arrived yesterday. So they activated my meter today. At 9 o'clock i pay by card 20 pounds and bulb send me an email with a code to top up manually, I entered in the main meter and I waited after 1 hour my electricity was missing still , so I called over the phone and they asked me to pay other 10 pounds and to recall to ask the refunds of the previous 20s. I did the second time the 10 pounds worked so I have now like 9 pounds on my meter. The first payment of 20s is not related to any usage cause "I was covered until they activate my meter". So where are my 20 pounds???? What kind of debit you charged me???? Even if the coverage period was not free(but it was) how I spent 20 pounds?????? 1 week 20 pound 1 bed flat??? I need day by day the usage from the 8th of Jun to today please cause I want my 20s back!! This is thift, fraud Ive emailed them like 10 times and they keep going to ignore it...RUBBISH INCOMPETENT”

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Posted 3 years ago

Hi there, Thanks for taking the time to help us improve our service by leaving a review. I'm really sorry to hear that we’ve let you down on this. We always aim for the highest level of service, and it seems like you haven't experienced that with us recently. If you've had smart prepay meters installed you get 3 days of friendly credit after the installation meaning you don't need to top up. This means if there are any issues with topping up we have time to fix them without the risk of the electricity going off. The friendly credit is not free, once the period is over if you have not topped up you need to cover the debt before any credit is added. This means the electricity supply will not run until the debt is cleared and the meter has credit. I’d really like to take a look at your account and see what I can do to improve your experience with us. I’d also like the chance to speak to the agents who managed your case so I can make sure that they receive additional training. Then we can ensure other members in your situation receive better service in the future. I have sent you an email from myself so we can discuss this further to get the issue resolved for you. All the best, Katie

Posted 3 years ago

“I’m on a tariff with higher rates during the day to enable a slightly cheaper rate at night. This was due to the house once having storage heaters. It doesn’t now: so I’m paying over the odds during the day to have a reduced cost at night that I cannot utilise. Absolutely criminal and no one I’ve spoke to cares at all to help with the situation. I would avoid using this company”

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Posted 3 years ago

Hi there, Thank you so much for taking the time to share your feedback with us here on Reviews.io. I’m sorry about the issues you've had with us. We always aim to provide the best possible service for our members, and it sounds like you haven’t experienced that. I’ve sent you over an email if you would like me to look into your account. Take care, Jenny

Posted 3 years ago

“Went onto my bulb account and find we are £5600 in credit!! No notifications from bulb. Have spent hours trying to sort it out on the phone with bulb, they say I have to submit 3 months of gas meter readings to claim the refund and no I can’t speak to a supervisor!!! I have to wait for a supervisor to call me, I’ve insisted on holding for one but have been on hold for an hour now. They are totally dodgy, steer clear.”

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Posted 3 years ago

Hi Clare, Thanks for taking the time to leave us a review. I’m really sorry about the issues you've had with us. We always aim to provide the best possible service for our members, and it sounds like you haven’t experienced that. I have sent you an email directly from myself so that we can discuss this and hopefully sort out any billing issues on your account. All the best, Katie

Posted 3 years ago

“Went bust!”

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Posted 3 years ago

“Every time you ring they cut you off mid call or pretend they can't hear you. I'm not even with bulb but they are sending letters saying I owe them money. Never heard of them until now. Try to ring 4 times and they cut me off each time”

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Posted 3 years ago

Hi there, Thanks for taking the time to leave us a review. I am sorry you were not able to contact us over chat or the phone. We always aim to provide the best possible service and it sounds like you have not received that here. I have sent an email across from myself and so if you still needed help or had any further feedback please reply to me there. All the best, Jenny.

Posted 3 years ago

“A pale shadow of its former self.”

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Posted 3 years ago

“What do you want me to say!? You went bust for goodness sake. 0 stars.”

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Posted 3 years ago

“So hard to get on chat so have to ring to wait 30 plus minutes to talk t9 someone”

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Posted 3 years ago

Hi there, Thanks for taking the time to leave us a review. I am sorry you were not able to contact us over chat or the phone. We always aim to provide the best possible service and it sounds like you have not received that here. I have sent an email across from myself and so if you still needed help or had any further feedback please reply to me there. All the best, Katie

Posted 3 years ago

“Im not using bulb as my supplier yet they have made up a fake invoice and instructed a collection agent LCS to demand payment for units ive paid to EDF they won't cancel or apologise just demand i pay! Totally Dishonest company”

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Posted 3 years ago

Hi Robert, Thanks for taking the time to leave us a review. I am sorry to hear about this. It sounds like there could be some confusion over your address and who your supplier is. It is likely that either Bulb or EDF has the address down incorrectly and so this could be causing these issues. It is quite important that we get this sorted for you as soon as possible. I can see you also left us a review on Trustpilot and a member of my team has reached out. Please get back to us there so we can get this resolved. All the best, Katie

Posted 3 years ago

Shipping & Delivery
Delivery Methods	Courier
On-time Delivery	100%
Customer Service
Communication Channels	Email, Live Chat, Telephone
Queries Resolved In	Under An Hour
Customer Service	4.6 out of 5

Bulb Reviews