Name: Bulb
Rating: 4.11

“Not content with email responses and the customer services lack of empathy with regards to who an EBSS Jan payment to. I believe it should come to me as the new account holder from 2 Jan.”

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Posted 2 years ago

Hi Carol, Thank you for taking the time to share your feedback with us here on Reviews.io. When it comes to the government's Energy Bills Support Scheme payments it was decided the 1st of the month would be the eligibility date. This is the case for all energy suppliers. This means that if you moved into a property or switched energy supply on 2 January, you would not be eligible for the Energy Bills Support Scheme from us. However, you would be eligible to collect this from your old property or previous energy supplier who you were with on 1 January. I hope this clears this up, but I have also 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

“Poor service from bulb, i have an estimated DD of £180 with no ability to reduce this amount even though my account is over £700 in credit. This is due to getting a new Gas meter fitted so now don't have the ability look at the history of my energy use.”

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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. 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

“Don’t sign up with this company, they have no idea how to run a business”

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Posted 2 years ago

Hi Mr Northam, 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. 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

“Customer service is the worst!!! I was talking to a lady (unfortunately didn't ask her name on time) and after 15 minutes she hung up on me! Called again waiting a while before being connected to another lady who was so so rude! She could not find my name on the account when the previous lady found my name ok! I had to register myself again!? How is this possible?The lady was very unpolite and kept repeating the same thing over and over as if I had some problems understanding, I kept calm as I believe if they are rude you should just emphasise with them as they probably hate their jobs!I never experience such horrible customer service from an energy provider! I would consider changing to a different provider just for their horrible nasty customer service!”

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Posted 2 years ago

“Very poor 00”

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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. 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

“I queried my smart meter display usage total value for January as the bill was 10% more excluding vat and standing charges. I was told ignore this display and log on for accurate readings. What is the point in having a smart display if it isnt accurate. A total waste of money!!!. There would be uproar if the public knew. Even your employee agreed I could put it in a drawer and log on as the only way for accuracy. Scandalous!!!”

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Posted 2 years ago

Hi Norman, Thanks for taking the time to leave us a review. Sometimes In-Home Displays do not display upon installation or may go offline. We agree that these monitors are important to monitor for your usage. Some fixes can be achieved through a reboot while others may require a firmware upgrade from the manufacturer. However, you have a 1st generation smart meter and Bulb has only ever installed 2nd generation smart meters, which means we won't be able to supply a new In-Home Display that is compatible with the type of smart meter you have. However, you can download our app on the Google or Apple store and this has numerous features including being able to monitor your usage. 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

“Do not waste your time on this company. Worst company ever. Please stay well clear... you will thank me after!”

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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. 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

“Absolutely appallingly horrible inhumane customer service. I was sent a gas bill for 16 thousand pounds..obviously totally impossible as it was for a studio flat with just a gas cooker, nothing else gas operated. Trying to get that sorted, all I got was automated emails telling me this is correct and maybe I'd like a smart meter to be better equipped in the future?!?! Seriously? The times we are living, I could've seriously hung myself there and then and all I am getting from this company is nothing.”

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Posted 2 years ago

“One of the worst companies I've ever used. We live in a small flat as a couple and we have been charged £500 this month. This has been going on since we moved in despite the cost of living. In the summer our bills were hitting £150-£200 at times. The meter was broken and overcharging us, it got replaced and now it's got worse. They want £120 to check this meter when it's clearly broken. We are now getting the energy ombudsman involved so we will see what happens. They also took two payments out £433 and £366 for one month and then I had to call up and ask for one of them to be refunded.”

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Posted 2 years ago

“Worst company ever. They should have been shut down a long time ago. My meter has been broken for 4yrs now. They just wont fix it. They said they would come and fit a smart meter twice. Now their telling me I'm not elible fir a smart meter. How they work out their estimates is beyond me. One bill was £340 next bill £700 for one month. They're taking everything I have plus more. I feel like life will be a lot shorter for me at this rate. I can't live like this.”

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Posted 2 years ago

Hi Laura, thanks for taking the time to leave us a review. I am sorry that we have not been able to fix your faulty meter and that as a result you are getting estimated statements. Our meter jobs go through a dedicated metering team, they are responsible for the booking of the job but it's important you get updated on the progress of any request. I apologise for the poor experience you've had with us. We always aim to provide great service to our members, and it sounds like this isn't what you've experienced here. I would like to look into your case and keep you updated on what’s going on, so 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

“Worst energy company. Charging£10 only on gas daily, whether you used or not.”

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Posted 2 years ago

Hi, Thanks for taking the time to leave a review. We are sorry you are paying more than expected for your top-ups. Normally, a standing charge is deducted from your credit amount daily. If you have used emergency credit it won't be deducted, instead, it will be stored up in the background, to be taken off when your next top-up is made. Our emergency credit limit is £10. Once that's been used up it has to be repaid in full before it's available to use again. Since our debt repayment rates are set to 30%, we'll only ever take that much of a top-up to go towards repaying your debt (eg: £3 from a £10 top-up). This £3 will be split, going towards repaying emergency credit owed and any standing charge debt that might have built up. Due to this rate being set at 30%, it can take you a few times to repay the £10 fully and get the emergency credit available again. You can always see where your last top-up went by looking at screens 1, 2, and 3 when your gas card is in the meter. 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 Bulb's Reviews.io Team

Posted 2 years ago

“Since January I still don't have a voucher I wrote to Bulb that I don't have a voucher The answer I received please wait today is January 17 and I still haven't.Been with Bulb for two years but it gets worse every year I do not recommend this company as electricity and gas suppliers”

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Posted 2 years ago

“Horrible Horrible Horrible they are the worst for customer service stay clear no wonder they went under let down by the horrible horrid customer experience and they don’t care.”

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Posted 2 years ago

“SHT - Can't control direct debit online. I have to phone and argue with operator. Bulb keep changing it. Massively reduced, then massively increased.”

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Posted 2 years ago

Hi Andrew Thank you for taking the time to share your feedback with us here on Reviews.io. I'm sorry for your experience and that you’re unhappy with your recent payment reviews. We calculate your monthly payments by using a projected yearly usage cost based on your previous usage. This is then divided into 12 to keep your payments consistent year-round. We then review this every 3 months to see that your balance is in line with what we have projected and what you are using. The introduction of the Government's Energy Price Guarantee and the launch of the Energy Bills Support Scheme payments meant that your payments would need to be adjusted. Ultimately you will only pay for what you use, so if you’re paying too much then this excess credit will build up in your Bulb account and the payment can be brought down, or you can have this refunded. If you aren't paying in enough, then a debit will build up and you would need to increase your payments to cover your usage and pay back this debt over time. 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

“Awful Customer service. I was told I would be referred for the Energy Fund help. However Bulb didn't do this in time and after admitting their mistake first offered £30 and then upped it to £50 after I pointed out that the Energy Fund help was £150. Cannot view my bills anymore and contacted Bulb last week about this and although the woman was very pleasant the phone conversation went on for almost an hour (she kept putting me on hold). At the end of this conversation, she said I would be able to view my bill within a few hours. That was a week ago and i still can't view them. It feels like Bulb doesn't care anymore and I wonder if it's because Octopuss will take over soon.”

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Posted 2 years ago

“I wouldn’t recommend this company if you need to contact them it’s a nightmare also I made a complaint regarding my estimate bill via email and was told it’s correct then I called up and it was changed after being told by the complaints department they won’t change it. Also trying to contact them via the chat is a waste of time as it always says it’s busy”

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Posted 2 years ago

Hi Daniel, Thank you for taking the time to share your feedback with us here on Reviews.io. I am sorry to hear that you have had issues regarding a statement with estimated meter readings. Statements are based on estimated usage in the absence of actual meter readings - these estimates are generated using your previous consumption data. I'm sorry for the poor experience you've had with us. 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

“Tried to charge me £23,000 for a property which I had not occupied. The actual charge turned out to be £26. They charged me an admin fee of ££15 when the direct debit did not go through due to their administrative error. Their routine staff refused to acknowledge the error and stated that "this thread is closed".”

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Posted 2 years ago

“Quoted £78 per month on signing up, first direct debit came out £143! Then this month they billed me £300 for gas when i don't have a gas supply with Bulb. Online chat not very helpful. Spend 15 mins on hold on the phone line for them to then cut me off. Would not amend my bill until they sorted the incorrect gas supply, even though they accepted it was an error. Took the money and i'm still waiting for my refund. £300 right before Christmas.”

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Posted 2 years ago

“Back and forth with scanned letters which declined each time”

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Posted 2 years ago

“BULB refuse to refund my accounts that are in credit. I have now been left with no choice but to issue legal proceedings and employ bailiffs if necessary to recover my cash. This is in court now. A disgusting company who are holdng on to customer's money illegally and should be ashamed during this time of economic crisis.”

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Posted 2 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