Bulb Reviews

Name: Bulb
Rating: 4.11

4.1 Rating 3,920 Reviews

77 %

of reviewers recommend Bulb

Company Reviews

Questions

Metrics

4.1

Based on 3,920 reviews

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

Visit Website

Email:

katiethick@bulb.co.uk

Location:

155, Bishopsgate, London
EC2M 3TQ

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Keeps trying to increase direct debit saying we are overdrawn, when we are actually £80 in credit. Not just myself this happens to, but also family members who are with Bulb. They take the bill a day before your direct debit has cleared to make the figures look worse. Would swap to another provider if I could and will as soon as able to.”

Helpful Report

Posted 3 years ago

Hi George, Thanks for taking the time to leave us a review. I’m really sorry about any issues you've had. Direct debit payments take a few days to clear and so while the payment is taken the same day your statement is issued it won't appear on your Bulb account for a few days. This is why it makes the figures look lower than they actually are. Unfortunately, this is not something we are able to change as it is the standard direct debit process. If you would like to discuss this further with me then please send an email over to feedback@bulb.co.uk with your account details and the reference number RIO110322. All the best, Katie

Posted 3 years ago

“I cannot submit a review because I am still waiting for a response to my SEG application submitted on the 2nd March 2022. Please could you respond.”

Helpful Report

Posted 3 years ago

Hi there, Thanks for taking the time to leave us a review. I am sorry to hear you have not had an update on your SEG application. At Bulb, we aim to provide the best possible service and it sounds like you have not experienced that recently. Please can you send an email over to feedback@bulb.co.uk with your account details and the reference RIO100322. One of the team will then get back to you within 3-5 working days. All the best, Katie

Posted 3 years ago

“I have been a very happy contented Bulb customer for a number of years, and have built up a substantial credit balance,... however, since going into "special measures",.. my bills have almost trebled, with no discernable increase in usage,.. trying to get someone on the phone to discuss this is almost impossible,.... I know wholesale prices have increased, but they haven't trebled,... it almost seems as if they are scared of the balance accrued and are actively attempting to decrease it..... prior payments of 230 a month with a credit of >£1600... (ergo usage far less than £230)........ last bill almost £600 for the month!!!.. ridiculous! and NO ONE at all answering the phones!”

Helpful Report

Posted 3 years ago

Hi Anthony, Thanks for taking the time to leave us a review. I can see your billing has reduced slightly due to us receiving some actual meter readings from you. It looks like our recent estimates were too high which caused the statement to be higher than needed. I have sent you an email in case you wanted to discuss anything further with me. All the best, Katie

Posted 3 years ago

“I have been with Bulb for a good number of years and had always been pleased with their service. I have, however, had an issue with my Smart Meter for more than a year and have reported the fault on many occasions - and get told the same thing each time i.e. that they have a backlog of people who are experiencing this problem and are working through them. It's a problem with the connection to Smart Hub, apparently. I have heard this explanation and the promise to put things right so many times that I could, by now, work for Bulb's Customer Services and recite this blurb off by heart to any customers who ring in to complain! I have just spent another 15 minutes on the phone, listening to the same excuses. Meanwhile, the show goes on , endlessly - the Smart Meter is not "smart" enough to take readings and I have to provide manual readings in order to try and avoid the recurring estimated readings. I am "over 60" by the way, Bulb.”

Helpful Report

Posted 3 years ago

Hi there, Thanks for taking the time to leave us a review. I am sorry to hear about the issues you are having with your smart meters. Unfortunately, there have been a few reported issues whereby the meters lose connection with us or are unable to gain it upon installation. These faults have been reported to the manufacturers and we are waiting for fixes to be rolled out so we can get meters like your working as they should. I understand this is frustrating however we are limited to our options while we wait for these fixes to be finalised. I have sent you an email in case you wanted to discuss this further. All the best, Katie

Posted 3 years ago

“Unhappy with service provided”

Helpful Report

Posted 3 years ago

Hi Racheal, Thanks for taking the time to leave us a review, I am sorry for the poor experience you've had with us. At Bulb, we aim to provide the best possible service and it sounds like you have not received that. I would like to look into the issues you've been having so please could you send us an email to feedback@bulb.co.uk. Please outline the issue and include the reference RIO100122 All the best, Katie

Posted 3 years ago

“Engineer was booked for yesterday 6 January to install smart meeter. No engineer turned up nor did anyone get in touch by phone as I was promised. I left messages asking for clarification but no one came back to me. Of course I understand that maybe with COVID staff was not available, nonetheless this explains my rating as poor for the service”

Helpful Report

Posted 3 years ago

“Very poor service, very slow customer service.”

Helpful Report

Posted 3 years ago

Hi Romana, Thanks for taking the time to leave us a review, I am sorry for the poor experience you've had with us. At Bulb, we aim to provide the best possible service and it sounds like you have not received that. I would like to look into the issues you've been having and hopefully rectify the situation. Please could you email your account details to feedback@bulb.co.uk along with the reference RIO060122. One of the team will then be in touch within 3-5 working days. All the best, Katie

Posted 3 years ago

“I found the woman I spoke to difficult to deal with. She wasn't really listening and I still don't know if I'm going to be charged with the £15 fee, despite specifically asking and paying you £80 (33% of my Universal Credit).”

Helpful Report

Posted 3 years ago

Hi Paul, Thanks for taking the time to leave us a review. I am sorry to hear you did not find your phone call helpful. At Bulb, we aim to provide the best possible service and it sounds like you have not received that. I would like to review this call for you and go over the account to see exactly what is going on. Please can you email feedback@bulb.co.uk and include the reference number RIO021221. One of the team will then be in touch within 3-5 working days. Take care, Katie

Posted 3 years ago

“Not all that”

Helpful Report

Posted 3 years ago

Hi Donna, Thanks for leaving us a review. I am sorry you have not had a positive experience with Bulb. If there was anything you wanted to discuss or you need help with then please send an email to feedback@bulb.co.uk. One of the team will then aim to be in touch within 3-5 working days. All the best, Katie

Posted 3 years ago

“Their accounts are the worst I have ever come across. they sent me 3. A4 envelopes each containing ka bundle of A3 paper (Ie twice,the size of A4) and each telling me I owed them different amount. The office told me the correct amount which I paid. I changed my supplier. 8 months later it received another bundle of paper which reviewed all the gas and electric I had used when I was with them and saying I owed them £81. They said they had been in dispute about the finishing number. I confirmed this with my new supplier and reluctantly paid £51 as they had offered me £30 as compensation. Two days later I received ANOTHER wad of paper giving me the same information! No wonder they are going bust.”

Helpful Report

Posted 3 years ago

Hi Jeanette, Thanks for taking the time to leave us a review. I am sorry I hear about the confusion with your billing. I can see we had disputed the closing gas reading on your account which is why there was a delay with your final bill. When a dispute is complete it should automatically close the dispute process on your account. In your case, there had been a technical error which stopped this from happening. This is why you received the same final bill twice. I have now corrected this and so you should not receive any further letters from us regarding this. If you wanted to discuss this any further then please drop us an email at feedback@bulb.co.uk. Take care, Katie

Posted 3 years ago

“I have usually found bulb to br very good and consistent, however, since cajoling me with umpteen texts and emails to get a smart meter fitted I relented and to be honest it was going to be easier to read as previously I had dial meters, a nightmare to give readings. It was duly fitted, worked for one week in may, it's now November, so, after many phone calls and correspondence by email, they still haven't rectified the situation. They take £260 per month DD for dual fuel. I called the recently to ask for paper bills in future and to give me a price sterling of what they had charged me, again, a nightmare telling me it would take time, could I do it?! I said no because I have terminal cancer, it then took him 20- 30 mins to convert kw to pounds sterling? I called back next day to check the figures he had given me, only to be told, no, they are incorrect! They have blamed parts for faulty meters are on a container in China back in June and then tell me they will charge me £120 for an engineer to check it's a valid mistake on there part. I changed from Utility Warehouse because I wanted an easier life, they are a complete nightmare, NEVER switch to them! I am still waiting for a resolution to the smart meter. I'll be dead by the time they do!”

Helpful Report

Posted 3 years ago

Hi there, Thanks for taking the time to leave us a review. I'm really sorry to hear that you have had issues with your account. We always aim for the highest level of service, and it seems like you haven't experienced that. There are a few issues we are aware of affecting a small amount of the smart meters that are fitted. In some situations, we can fix it remotely but in others, we are still waiting on updates from the smart network and meter manufacturers. I do apologise for the incorrect figures given when trying to convert your usage to pounds. It is all done manually and so can take a bit of time however we should be making sure we are sending the correct information over. I'd like to look into this further to see what has been done so please could you email feedback@bulb.co.uk and one of the team will get back to you. Take care, Katie

Posted 3 years ago

“My meter readings seem highly unreliable, but Bulb refuses to do anything about this, saying that I need to get an electrician at my own cost to check appliances before they will look at the meter. Some months, the reading is lower than previous months even though we have a mix of readings and estimates. My bill now gone up to more than £400 a month when it was about £100 a month a few years ago, even though we aren't using any more electricity. Jane P”

Helpful Report

Posted 3 years ago

Hi Jane, Thanks for taking the time to leave us a review. I'm sorry that you're having issues with your meter readings and bills. I agree that it does sound like there's something wrong here if your readings are lower than previous months, so I'd like to help with this. Please send us an email at feedback@bulb.co.uk so I can take a look. All the best, Megan

Posted 3 years ago

“Started really well but then the massive overestimated bills started. Once was a shock at £1500 bill, took ages and several photos of my meter before they believed me that I had not used that much electric. But the second (£1200) and third (£900) time was enough to make me switch companies. Actual usage was about £150, if I was not too savvy, this would have been really stressful. Also prices have really hiked, my meter standing charge is now more than my electric costs. Otherwise does what it says on the can, supplies energy and sends you a bill, just check they are not estimated!”

Helpful Report

Posted 3 years ago

Hi Lisa, Thanks for sharing your review of Bulb. I'm sorry that your issue of estimated bills took so long to resolve and resulted in you switching away. If you've not yet switched and need any help with the process, please email us at feedback@bulb.co.uk All the best, Megan

Posted 3 years ago

“Constantly in debt for no reason”

Helpful Report

Posted 3 years ago

Hi Colin, Thanks for taking the time to leave us a review. I'm sorry to hear you're having issues with your account. We'll definitely take a look into why the account is in debt, so please drop us an email at feedback@bulb.co.uk and I'd be happy to help. All the best, Megan

Posted 3 years ago

“Bulb is trigger happy re price increases. My first increase was just 2 weeks after joining Bulb.”

Helpful Report

Posted 3 years ago

Hi Ron, Thanks for taking the time to leave us a review. I'm sorry for the unfortunate timing of our price change. Sadly, since we last changed our prices in May, wholesale costs have increased further 28%, and more than doubled in the last year. You can read more about this on our blog: https://bulb.co.uk/blog/energy-price-watch-were-changing-our-prices-aug-21 I'd be happy to discuss any further, so please send us as email at feedback@bulb.co.uk All the best, Megan

Posted 3 years ago

“Not easy to speak to someone when there's an issue and I was left with a bill from the previous tenant that bulb refused to believe that it wasn't my usage. £100 of gas in a day is how I role apparently. It did get sorted eventually in their defence They also don't allow you to change the details over to someone else if you move out and everyone else in the house stays. Quite frustrating”

Helpful Report

Posted 3 years ago

Hi there, Thanks for sharing your experience of Bulb. I'm sorry to hear about the service you've received regarding your move in/out. We definitely shouldn't have suggested that you'd used that much gas in a day, so I'm glad to hear that was rectified. When you move out, we are able to take the name of the new account holder, we just can't set up the account without their consent. It sounds like this process wasn't explained very well, so I'm sorry. If there's anything I can do to help please drop us an email at feedback@bulb.co.uk All the best, Megan

Posted 3 years ago

“Rises above inflation life gets worse rather than better as per norm”

Helpful Report

Posted 3 years ago

Hi there, Thanks for sharing your review. Sadly, since we last changed our prices in May, wholesale costs have increased further 28%. This means that over the past year, wholesale costs have more than doubled and we’ve had to pass this on in our tariff. You can read more about this on our blog: https://bulb.co.uk/blog/energy-price-watch-were-changing-our-prices-aug-21 If you wanted to discuss this further please drop an email at feedback@bulb.co.uk All the best, Megan

Posted 3 years ago

“Not too bad”

Helpful Report

Posted 3 years ago

Hi there Thank you for writing your review. If there's anything I can do to help please send us an email at feedback@bulb.co.uk All the best, Megan

Posted 3 years ago

“Over priced . 90 pounds a month and I hardly use electric as I work all night and sleep all day . Rip off”

Helpful Report

Posted 3 years ago

Hi there, Thanks for sharing your review of Bulb. I'm sorry your monthly payment is high - it all depends on your usage and account balance. I'd be happy to look into this for you though, so please send us an email at feedback@bulb.co.uk All the best, Megan

Posted 3 years ago

“how can economy seven rate go up from 6p a unit to 14p a unit? not very economical is it? 3 times since april your price has risen.”

Helpful Report

Posted 3 years ago

Hi Joe, Thanks for leaving us a review. Unfortunately, we have had to increase our prices, as wholesale prices have continued to rise consistently over the past year. As our tariff reflects the true cost of energy, we have to increase this when costs increase too. You can read more about this on our Blog here: https://bulb.co.uk/blog/energy-price-watch-were-changing-our-prices-aug-21 All the best, Lou

Posted 3 years ago

Bulb is rated 4.1 based on 3,920 reviews