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 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful company. Avoid at all costs. Their website suggested my bills would come down by approx 30%, so I switched. My bill has increased by that much, with no change in my usage. Bulb's website is either deliberately misleading or not fit for purpose”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you haven't experienced a saving since switching to us. We do recommend that, when signing up, you put your estimated annual usage from your current supplier in, so we can generate a more accurate quotation based off of your actual usage. Without this information, your quote is solely based off of the size of the property and the location, so this does mean that your usage can be under- or overestimated. If you would like for me to look into this for you, or if you have any questions about this, please don't hesitate to get in touch with us. You can send us an email on feedback@bulb.co.uk. All the best, Lou

Posted 4 years ago

“Me and my partner for the past few months have had nothing but torment dealing with this company, we had been paying through a secure homes plan which too was also rubbish but since we had a new merge installed they back tracked through the bills and inflated our bill to nearly £2000 and have asked us to pay £400 a month we have lost dear ones and been through hell with all the funeral organizing etc and when secure homes stopped their service (what service) shortly after we now are in trouble we've been paying 190 a month on our utilities and supposedly they reckon we are a medium to large business not a home by what they are charging us, we have had to jump through hurdles for them to slap a big price tag on it and they will compensate £100 wow exciting when my bill remains the same, I would love to give a good review but it has been a nightmare for us it really has.”

Helpful Report

Posted 4 years ago

Hi Ben, Thanks for leaving us a review. I'm sorry to hear that you've had a negative experience with us. I would like to look into this to ensure that this is all resolved for you, so I have sent an email to the address associated with your review. I'll be happy to address any issues you're having via email there. All the best, Lou

Posted 4 years ago

“Terrible company to deal with. Customer service when I joined bulb several years ago was amazing, but now it’s one of the worst I have experienced. Took them 18months to fix the broken ‘smart’ meter they installed and all the while they were using their own estimated reading which were inflated. Finally changed the meter after me chasing every few weeks and they couldn’t get a final reading off the meter which I found very convenient for them considering we had to move out of the house for 4 months, so usage in that time would have been nil!”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you had an issue with your meter that took a long time to be resolved by us. Unfortunately, due to the national lockdown, we did have to cancel and postpone any non-emergency metering jobs for many months. I'm glad, however, this has now been sorted for you. If you do require any further help with this, would you be able to send us an email to feedback@bulb.co.uk? We'll be happy to help you there. All the best, Lou

Posted 4 years ago

“stealing my money little by little by increasing the price 4 times a year, avoid bulb”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. We’re sorry to put prices up for the second time this year, especially at a time that we know is difficult for lots of our members. Wholesale prices - the prices that suppliers pay for gas and electric - are at their highest since 2018 due to the demand for energy after lockdown. It's for this reason that a typical member will now see a increase in their billing. You can read more about this price change on our blog here: https://bulb.co.uk/blog/energy-price-watch-were-changing-our-prices-may-21 All the best, Lou

Posted 4 years ago

“Put my direct debit amount up twice in a short space of time. Customer service dreadful. Did not listen to what I was telling them, obviously working off a script. Refused to give me a smart meter due to me having storage heaters. Give this company a wide berth”

Helpful Report

Posted 4 years ago

Hi Catherine, Thanks for leaving us a review. I'm sorry that you haven't had a positive service experience with us. With regard to members' properties that have storage heaters, the meters in these properties normally have 5 terminals (wires) coming out of the bottom of them. Unfortunately, our Meter Operators don't have stock of 5-terminal smart meters just yet, so this means that we can't install these for these properties at the moment. We're hoping to be able to do this very soon, and we can certainly get in touch with you as soon as we can. So I can ensure you get communication about this, and so I can look into any other questions or concerns you have, would you be able to send us an email to feedback@bulb.co.uk with your email, full address, full name and date of birth please? All the best, Lou

Posted 4 years ago

“The worst experience ever Charged £450 for energy for 3 weeks When our 4 weeks bills are only £150 And will not even consider it might be wrong This has been extremely stressful and would not Reccomended bulb to anyone Cannot wait to change and we are paying more so we can leave”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry to hear that you've had a poor experience with us. I would like to take a look into this for you to ensure that this definitely is correct - would you be able to send us an email to feedback@bulb.co.uk, with your email, full address, full name and date of birth please? All the best, Lou

Posted 4 years ago

“Bulb are not for there customers (not at all flexible for the working person!) Wanted smart meters but only gave you a 4hour slot that can’t be adjusted. So it’s either have what they give or take whole day off. There prices arnt the cheapest either, take with that as you will?.”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. Unfortunately, these four-hour timeslots are provided by the Meter Operators who install our meters rather than by ourselves. If you do book this in and then can't make it, we can move these slots around but unfortunately, we're not able to give any smaller timeslots than these. If you did have any other questions or wanted to discuss this further, please feel free to send us an email to feedback@bulb.co.uk. All the best, Lou

Posted 4 years ago

“Absolutely awful service, claimed I owed over £500 and when I complained bulb actually owed me £380. Bills wrong and I was being charge for the whole building l lived in that contained 6 apartments.”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you had issues with your billing, but I'm glad that this appears to have been resolved for you. If you do have any other questions, I'll be happy to answer those. You can email us at feedback@bulb.co.uk, where we can give you a hand. All the best, Lou

Posted 4 years ago

“not happy due to fraud and bulb billd me for previous tennent”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you've been billed for the usage for a previous tenant, we definitely don't want to be doing this - we only want to charge you for usage for the period when you were legally responsible for the property. So I can look into this for you, would you be able to send us an email to feedback@bulb.co.uk with your account details please? All the best, Lou

Posted 4 years ago

“One of the worst companies for flats.My… This has not resolved the issue of the £200 pounds i have to pay when you should be doing it for free as meter is old and the isolation switch.I have to pay my electrician.Your answer has not helped.Thanks for answering Bulb used to be a great company. I have been hearing 3 to 5 days for a month know nothing done,they will still do nothing. One of the worst companies for flats.My meter and isolation switch needs to be changed, have had a night mare to resolve this issue.There engineers came twice first time told me the tales to the meter is the service company's job that take care of my block.Second time they came told me isolation switch is my job.I called up my DNO Western Power they told it is there job, you are not allowed to touch anything connected to the meter.After so many complains we have a date, but I have to have my electrician on site to open trunking where the tales for meters are located, also have to my metal container opened where my isolation switch is.This is costing me £200.The meter is very old and so is the isolation switch. Reply from Bulb Updated 2 hours ago Hi Amir, Thank you for taking the time to leave us a Trustpilot review. I'm really sorry to hear that you haven't had a positive experience with us recently. Unfortunately with certain meter jobs, there is a charge as we then transfer this onto our contracted engineers that are performing the job. I've sent you a message through Trustpilot now requesting some more details, so that we can take a closer look into this for you and follow up via email if you wish to do so. Please allow 3-5 working days to receive a response. Best wishes, Diana Hi Amir, Thanks for providing your details. I can see that you have a complaint open and that a meter job has been booed for you today already. Please do respond directly to the complaints thread you have open if there is anything further you would like to query. I do hope that the job today is successful. All the best, Renee”

Helpful Report

Posted 4 years ago

Hi Amir, Thanks for leaving us a review. I'm sorry that there's been a lot of back-and-forth with the booking of this job. Unfortunately, we're not able to conduct these jobs for free, as there is a engineer call-out fee for any non-emergency jobs that are booked. I can see that you have a complaint thread open with my colleague about this at the moment. In order to keep all communication altogether in one place, I have sent my colleague an internal message to request that they get back to you there about this matter. If you do have any other questions, please don't hesitate to get back in touch with us on feedback@bulb.co.uk. All the best, Lou

Posted 4 years ago

“Very difficult to get help, customer service agents reply to emails but ignore the content of them so are no use at all.”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you haven't had member service that's up to the standard that we strive for. I'd like to give you a hand with any issues that you're having, so would you be able to send us an email to feedback@bulb.co.uk. That way, I can take a look at your account and help you with anything you may need. All the best, Lou

Posted 4 years ago

“Poor at resolving issues. You get passed from pillar to post. They have grown too big too quickly and they have lost their customer focus. I am disgusted.”

Helpful Report

Posted 4 years ago

Hi Mike, Thanks for leaving us a review. I'm sorry that you haven't had a satisfactory resolution to any issues you've had. I would like to give you a hand and see that we resolve any problems you're having. So I can do so, would you be able to send us an email to feedback@bulb.co.uk with your details please? All the best, Lou

Posted 4 years ago

“Absolutely hopeless start. Signed up for myself and my Father, who has Alzheimers, to save him a bit of money. Received communication within days that the rates we had just signed up to had been increased wiping out our 'saving' (so what exactly was the point of spending 3 hours researching and leaving my previous supplier to get Bulb's published rates as the Government wishes us 'Customers' to do by 'shopping around' every year? They must have known this increase was about to happen but signed us up without saying. Customer Services then rang to see if I was 'happy'. When I told them exactly why I was not they just did nothing except for continuing to chase me at weekends when I'm relaxing after a week at work to have a new meter installed. A shambles really.”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry for the unfortunate timing of this price change. Unfortunately, this isn't something we can change but I can understand that you would not be happy about this. With regard to calls about smart installations, I'm sorry that you were called during your downtime - I can stop any future calls of this kind for you. So I can do so, would you be able to send us an email to feedback@bulb.co.uk, with your email, full address, full name and date of birth? All the best, Lou

Posted 4 years ago

“I will be leaving this company before these I used to get my warm home grant now they say I'm not entitled.so for me I dont recommend.i will be returning to eon they are a very good company”

Helpful Report

Posted 4 years ago

Hi Samantha, Thanks for leaving us a review. I'm sorry to hear that you weren't eligible for Warm Home Discount this past Winter. Unfortunately, eligibility does differ between suppliers, and the criteria is set by the industry regulator, Ofgem, on a supplier-by-supplier basis. If you would like any further information about this or to discuss this more, please don't hesitate to send us an email to feedback@bulb.co.uk with your email, full address, full name and date of birth. All the best, Lou

Posted 4 years ago

“I have been trying to get a smart meter installation for over 6 months now, the service I get from your team is absolutely shocking and extremely poor 0/5. Even the response from the emails is really bad. I have tried both emails and phone. Now I just gave up.”

Helpful Report

Posted 4 years ago

Hi Mohammad, Thanks for leaving us a review. I'm sorry that you've had issues getting a smart meter installation booked in with us. I would like to look into this for you, so would you be able to send us an email to feedback@bulb.co.uk, so I can give you a hand with this? All the best, Lou

Posted 4 years ago

“Will not activate smart meter”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you're having issues with your smart meter with us. Depending on which type of smart meter you have, we may not be able to communicate with this remotely just yet. This is the case for some first generation (SMETS1) smart meters. I would like to look into this for you, just to confirm whether your meter(s) fall into this category. Would you be able to send us an email to feedback@bulb.co.uk with your account details please? All the best, Lou

Posted 4 years ago

“Watch Bulb for: Inflated estimates and direct debits based on made-up numbers; ignored emails or nonsensical replies; direct debits changed without consultation. At first asked for low level direct debit but soon tried for 200% increase.”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you've had these issues with your payments. I have sent an email to the email address associated with your review here, so I can look into your account for you and to see what I can do to assist you on this. All the best, Lou

Posted 4 years ago

“As soon as I joined they put prices up,there all the same what's the point!”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry for the unfortunate timing of this price change. If you would like to discuss this with us further, you can send us an email to feedback@bulb.co.uk with your details and we can get back to you there. All the best, Lou

Posted 4 years ago

“Three weeks to respond to an email is shocking. Not just once by three weeks per stage in the chain. Telephone number closed unless emergency. Online chat never has any agents answering. Good when working shockingly bad service if you need to do anything”

Helpful Report

Posted 4 years ago

Hi there, our phone lines are open weekdays between 9am to 5pm and for emergencies out of hours and over weekends. If there is an emergency you can still call in and someone will be able to help you. We do also run the online chat service in the same weekday hours as above if you need to speak to a member of our team. Sorry to hear that you've had a poor response time in email communication with us. We'd be happy to take a look at what's gone on if you'd like- please email feedback@bulb.co.uk. Thanks!

Posted 4 years ago

“I’ve been waiting for 3 months for my account update and I’ve been fobbed off with pathetic excuses via email absolutely disgusting service!”

Helpful Report

Posted 4 years ago

Hi Bryan, Thanks for leaving us a review. I'm sorry that you've not had a positive member experience. I would definitely like to look into your account for you. So I can do so, would you be able to send us an email to feedback@bulb.co.uk with your email, full address, full name and date of birth please? All the best, Lou

Posted 4 years ago

Bulb is rated 4.1 based on 3,920 reviews