Name: Bulb
Rating: 4.11

“Incorrect information provided regarding economy 7 tariff and subsequently have been charged incorrectly. No-one seems able or even willing to respond. Raised a complaint almost 4 months ago chased multiple times yet still do not have so much as an acknowledgment. Very poor customer service have now switched supplier.”

Helpful Report

Posted 5 years ago

Hi Sam, Thanks for leaving us a review. I'm sorry that you've had an issue with your billing. Even though you've switched away, I would still like to ensure that this was all sorted out correctly for you. I've sent you a private message here, so I can look into this for you. All the best, Lou

Posted 4 years ago

“Absolute day light robbery. Disgusting service and don't care about their customers. They clearly make up the prices and completely over charge! Extortionate - compared on Octopus who quoted £43 p/m and Bulb has charged us £125 for a 2 bedroom flat lol absolutely ridiculous.”

Helpful Report

Posted 5 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you haven't had a positive member experience with us. I've sent you a private message here, so if there's anything that is unresolved or that you would like for me to look into for you, I'll be happy to do so. All the best, Lou

Posted 4 years ago

“Too expensive even with meter card and key 60£ just for electric in month that's ridiculous will leave them”

Helpful Report

Posted 5 years ago

Hey Wendy, Thanks for leaving us a review. I am really sorry to hear that your cost has been high for a month. Common reasons for high usage includes; - Particularly cold or mild seasonal weather leading to use of more or less energy than normal - Changes in circumstance (eg illness, new baby, working at home etc) - Faulty appliances using more energy than it should (a trace test would show this; which can be carried out by an electrician) - Changing types of appliance (ie moving from gas to electricity or vice versa) I will drop you a private message so we can discuss this further and get the root of why its been more expensive. Best, Carl

Posted 4 years ago

“£380 for electric a month for a 3 bed house, extortionate and they don’t care for their customers as long as they are getting money. Awful customer service and mixed messages from various colleagues - stressful past two months with no conclusion and constantly having to chase them via email/phone call for responses.”

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Posted 5 years ago

“Bulb a nightmare to get refunds !! Bulb a nightmare to get refunds !!! I’m a landlord .I have 3 flats within the same building all with key prepayment meters.£150 was put on each key but none of these registered on the actual meter to each flat . Two accounts are with bulb and one with supplier . The other supplier gave an immediate £150 refund as clearly the issue had been with the pay point unit in the shop . Bulb you guessed ,have been giving me the run around with excuse after excuse and still awaiting for my full refund after 2 weeks after loads of phone calls !!”

Helpful Report

Posted 5 years ago

Hey Peter. Thanks for leaving us a review, I am sorry to hear you have had an issue with your refunds. We do aim for a first contact resolution to queries so we apologise you were chasing this up a few times. Looking at the notes we had struggled to locate the topups as they were not visible to us. I do believe this has now been sorted since the review. I am going to drop you a private message to follow up as well. Best, Carl

Posted 4 years ago

“DO not use, they just overcharged me £381.01 once we decided to switch, they also increased their costs by 31% and the lady on chat simply said, that's just how it is, I mean for FFS, that's not how it is, because we agreed a tariff, had no choice to pay and they switched, so in total my annual bill for a 4 bed detached was £1425 which is completely wrong when similar properties nearby are paying £1120”

Helpful Report

Posted 5 years ago

Hey Harsh, Thanks for leaving us a review. I am sorry to hear you got a high final bill. We can appreciate high bills can be a bit of shock. The reason behind this high final bill was due to a high reading we got from you before you left, this read was the first one we had in a long time so we were not estimating the usage correctly. The tariff you on is not fixed so payments can change depending on usage. I again apologise that this bill was so large. Now you are with your new supplier, it may be good to get an electrician round to check your appliances at your property. This is due to the fact your annual bill is higher than normal. Best, Carl

Posted 4 years ago

“Awful. Been overcharged and the monthly Bill's are all over the place. I got charged over £400 for a months worth of electricity which was ridiculous, tried discussing this with the team and one person said the meter hadn't taken the kWh down correctly and then another person said that they had taken down correctly. Had nothing but problems and the communication at bulb is terrible.”

Helpful Report

Posted 5 years ago

Hey there. Thanks for leaving us a review. I am really sorry to hear that you have been charged a lot on your account. I can see what you mean about this large bill after christmas. There can be a variety of reasons behind a high bill which I will discuss in the private message. Your meter was upgraded to smart before the end of the year, this means the reads we are getting come directly from the meter. I will let you know the differences on the account in the private message. Best, Carl

Posted 4 years ago

“Keep giving meter reading on an empty property but they ignore them and keep sending estimated bills . Have a DD set up but had to reduce this to £5 per month as no gas being used. Can’t get any sense from the chat line. They ignore emails and cut you off when you are waiting to be answered on the phone. Also increase the price within weeks of signing up Don’t recommend this company”

Helpful Report

Posted 5 years ago

Hello Mrs Adler. Thanks for writing a review for us. We are so sorry to hear about this, with an empty property we can ensure the payments are reduced to cover the standing charge/minimal usage. We are unable to stop estimated bills but we can ensure that whenever you provide a read we will rebill the account to make sure you are only charged for what you have used. I am going to drop you an email referencing this review so we can ensure the account keeps updated correctly with the current circumstances. Best, Carl

Posted 4 years ago

“I wish I could give -10 stars. This is a rogue company if ever there was one. I was only using them for 2 months but there were non-stop issues. Firstly, they kept sending me bills for dates when I wasn't even in the property. Then they started sending me statements but each time there was a different amount, despite the fact that they had meter readings which were unchanged. When I finally gave my last meter readings and asked for my final bill and was told my account would be closed, the bill suddenly increased. THEN, 6 weeks later they tole me there was a 'correction' and I owe them another £21!?!?!? I asked what this correction was? Maybe they were too busy scamming other people first and had just got round to me. They have some very shady tactics as well: 1. They try to force you to set up a DD (REFUSE TO DO THIS); and 2; they fudge their statement by writing 'credit' on there so as to confuse you. The industry really must change and we should able to shut down these rogue companies. PLEASE AVOID AT ALL COSTS.”

Helpful Report

Posted 5 years ago

Hi Eden, Thanks for leaving us a review. I'm sorry that you've had issues with your statements being reissued, and I would definitely like to look into this for you, even if you have moved out of the property. I've sent you a private reply on here, so I can give you a hand on this. All the best, Lou

Posted 4 years ago

“Very poor service. Do not recommend using this provider. The company did not contact me for months, as they had written the wrong email address on their side. Then the company gives me an extortionate final bill, which was settled. I was reassured by the company that this was the final bill and there would be no increase. The company then contacts me a couple of months later to say that they had increased the final bill and that I need to pay the additional amount. Worst energy supplier available for customer service. Advice fellow consumers to stay far away”

Helpful Report

Posted 5 years ago

Hey Adil Thanks for leaving us a review. I am sorry to hear about this experience you have had. Without the correct email you would not get the communications as we ideally only send our correspondence via email. Looking at the account we had an estimation on the start of the final bill month, this estimated bill was not correct, If we have knowledge of an incorrect read we will re-bill in accordance to that. Apologies for any inconvenience caused. Best, Carl

Posted 4 years ago

“They make it sound good, then every few months they put there prices up. It's all a con.”

Helpful Report

Posted 5 years ago

Hello Jessica. Thanks for your review. We don’t like increasing our prices, but because our tariff is low and reflects the true cost of energy, we have to change our prices when costs change. Unfortunately, the cost of supplying energy has gone up significantly. We’ve written more about the reasons why on our website. After these changes, we’ll still be below the energy price cap by £81 for a typical home paying monthly by Direct Debit. Due to this, we do not offer a fixed contract nor do we charge exit fees. Best, Carl

Posted 4 years ago

“I had a complaint about a bill that was 3 times what it was before bulb installed a smart meter. They advised me that it must be a faulty appliance (coincidence we had a faulty appliance the day a smart meter was installed). I emailed ok Wednesday for them to look into my complaint after getting nowhere on the phone ans STILL no response (Sunday)”

Helpful Report

Posted 5 years ago

Hello Justine. Thanks for leaving us a review. I am sorry for the delay in response to this. I can appreciate that having high bills can be difficult and from the communications we can see you have now escalated the complaint since this review. This is now in the process of being finally sorted. Kindest Regards, Carl

Posted 4 years ago

“Been really nice being a Bulb customer. Switched over about 2 years ago to save £120+ per year on our energy bills (gas & electric) and it's been a really good energy company with great customer service. Then I received an email from Bulb yesterday which blew me away and I am absolutely livid. Dear (customer name) The cost of supplying energy has changed, so we’re changing our energy prices. Your energy will cost about £164.76 more each year from 19 April. The price of wholesale energy has increased, and is now 31% higher than in September due to the extra cold weather we've experienced. This means we have to change our prices to reflect the true cost of energy. This has got to be a joke, right? Suddenly now they're charging me more than what I was saving with them. £164.76 MORE? What a rip off Bulb has turned out to be!... Looks like I'll be switching again and by the looks of it I'm not alone. Bulb is making a huge mistake if they want to stay in business. But it's for sure bye bye to Bulb from this once loyal customer.”

Helpful Report

Posted 5 years ago

Hello Andrea. Thanks for writing a review for us. I am sorry that you have had an increase to your costs. We don’t like increasing our prices, but because our tariff is low and reflects the true cost of energy, we have to change our prices when costs change. Unfortunately, the cost of supplying energy has gone up significantly. This is the nature of the variable tariff, we appreciate it is difficult to have an increase. If the costs go down we will notify of this change. Best, Carl .

Posted 4 years ago

“Only joined last month but had an email yesterday saying prices are going up I’m not impressed at all never change energy company’s before and I wish I never had - seems like these are honest reviews here also - I’m gona change also I don’t trust bulb 💡”

Helpful Report

Posted 5 years ago

Hey there, we don't like increasing our prices but as our tariff is reflective of the true cost of energy, and wholesale costs have increased recently, we had to increase it to reflect this. This doesn't necessarily mean your direct debit will need to go up, but the cost per kwh will change. We don't have fixed tariffs which means prices can go up or down. If they go up, we work hard to limit increases to you and always give 30 days' notice. And if they go down, we quickly pass those savings on. - H

Posted 4 years ago

“It appears Bulb have gone from overcharging to blatant deception. I have received a letter from Bulb addressed to 'the occupier' saying they are providing my gas and electricity (I don't have a gas supply), and I need to set up a direct debit with them to start to pay for it This is of course untrue I have never been a Bulb customer and I am fully aware who currently supplies my electricity This seems like a dishonest attempt to get unsuspecting / vulnerable people to inadvertently change from their existing suppliers to Bulb Appalling behaviour - but in keeping with the other reviews I'm reading about this company”

Helpful Report

Posted 5 years ago

Hiya, we can't give a comprehensive answer without a couple more details about your account. Sometimes mix up with meters switches may mean addresses (particularly in flats) get mixed up so letters are sent to the wrong place or incorrect addresses added in by people switching over. We don't switch meters unless someone signs up that property up. We can check this for you to get an explanation as to what's happened if you like. Can you please email feedback@bulb.co.uk with the details of the issue and the address affected and we can help out? - H

Posted 4 years ago

“When I changed thought it was a breath of fresh air in the rip off energy business, I have tried to contact them regards smart meters and now a massive increase in my tariff,looks like I may be changing ,shame really ,didn’t want to keep changing.”

Helpful Report

Posted 5 years ago

Hi Richard! I can see your account is in good credit but looks like you have first generation smart meter which were originally only 'smart' with the supplier that installed them. However, they are beginning to be connected to by other suppliers since the end of last year and I can see we're receiving smart meter readings from yours. We've had to change our tariff recently because the costs of supplying your home have increased but we'd be happy to take a look further if you'd like us to. I've popped you an email to have a chat! - H

Posted 4 years ago

“I bought a house in December & before moving I switched provider or so I thought. Bulb was the vendors provider mad they have blocked each attempt I have made to leave them. Last month I got hit with a £350 bill on top of the £111 that was apparently the agreement with previous house owner. This month after being blocked again from leaving I have received a bill for just under £1000!!! I live alone & am energy conscious. You can’t speak to them on phone states Covid reasons and the chat box I finally spoke to someone who said it was sorted and I’d receive an updated bill but I have been sent the same bill again. This is ridiculous!! Absolute crooks”

Helpful Report

Posted 5 years ago

Hi Meg, If there is a change of tenancy for a property, we need to know as suppliers so we can create the right accounts for the right people. If the property was with us, there will have been an account open which we needed to correct the dates for to make sure you were billed only for the period you were responsible using meter readings from your time there. We only object to switches if requested to or if there is unpaid debt on the account. I can see now your account has the right dates and has been billed to up to date meter readings. If you would like us to take a further look into anything please let us know! - H

Posted 4 years ago

“BULB is the WORSE deal Ive ever had ....What a bunch of lying ,extortionate CROOKS .Cant wait to be free from it plus Ill make certain I never refer anybody to its absolute B.S none service !!!!”

Helpful Report

Posted 5 years ago

Hi Frank Sorry to hear you've had a poor experience with us. Can you let us know what the issue is by emailing Feedback@bulb.co.uk? We can take a look for you as its quite hard to give a comprehensive answer without the details. Thanks, - H

Posted 4 years ago

“Bulb price increases are a scandal and based on dishonest claims. Bulb price increase based on incorrect increase in wholesale price. Bulb have significantly increased their electricity prices this month. They provide an ‘extraordinary’ graph to all their customers. They state wholesale cost of energy Sept 20 at £295 going to £355 in about Feb 2021, as a 31% increase 🤥. Maybe they should get a calculator out again.. £295 to £355 is in fact a 20 % increase. A 31 % increase would bring it to £386. Their figures, explanations and logic for a price increase are floored & complete rubbish and they should be thoroughly embarrassed and ashamed, to be sending these statements to the public and customers. The statements need to be retracted, apologies given, and explanations offered. Bulb may think their customers are ‘thick’. I think they need to employ some people who can tell the truth. I have sent formal complaints concerning this, copied to the the ombudsman and bulb CEO; several emails sent within the last 24 hours. The dishonesty leaves me exasperated. Bulb have not bothered to reply, or correct their errors. I hope the Ombudsman will take a dim view of the outrageous inaccuracies they are publishing and inaccuracies they are phishing. This is the first of many reviews I will make. This will go viral. They’ve been notified, it’s a simple matter to correct they haven’t bothered Sincerely,”

Helpful Report

Posted 5 years ago

Hi Michael Wholesale costs have changed by 31%. The email you received is regarding your particular property based on your use using the readings we have and what we think your costs will increase by given this tariff change. We’ve written more about this on our blog here: https://bulb.co.uk/blog/energy-price-watch-were-changing-our-prices-mar-21 We don't offer fixed tariffs. The tariff you have with Bulb is variable, which means prices can go up or down. If they go up, we work hard to limit increases to you and always give 30 days' notice so if you would like to switch you can. And if they go down, we quickly pass those savings on. Unfortunately we don't offer fixed tariffs or individually adjusted ones, as we keep our tariff reflective of the true cost of energy. I can see we have issued you an apology for any inconveniences caused by this in line with the Ombudsman decision, but if you do have any further questions please feel free to get in touch. - H

Posted 4 years ago

“Started off swimmingly then declined rapidly to the point that we're now going to switch. We live in a four bed terraced house, nothing out of the ordinary, and they've been constantly billing us for £350 a month...in the middle of summer. Soon, almost overnight, for some reason that I've yet to fathom, we were in over £1500 of debt with them. Never had that before with any provider! This caused our (in advance) payment to increase and now it's stratospheric and it's going to bankrupt us. Interestingly, our neighbour have the same house and their fuel bills are about a quarter of ours. Phoned a few times, just banging our heads against a wall. It's a runaway freight train and we don't know how to get out of it. Somethings badly wrong but as long as they're coining it in, they don't care. Inconsistent, overpriced and uninterested. Very very disappointed (and stressed). They're ripping us off.”

Helpful Report

Posted 5 years ago

Hi Brian, We bill to meter readings so if you submit them regularly we'll make sure to bill to this use. If you think the readings are high there are a few reasons why this could happen: - User error in reading the meter - Previous underestimation of energy consumption making the actual reading look relatively large or small - Particularly cold or mild seasonal weather leading to use of more or less energy than normal - Changes in circumstance (eg illness, new baby, working at home etc) - Faulty appliances using more energy than it should (a trace test would show this; which can be carried out by an electrician) - Changing types of appliance (ie moving from gas to electricity or vice versa) If you believe that none of the above applies to you, we can organise for an engineer to perform an accuracy test on your meter if you think the issue lies with the meter itself. If you'd like us to, just send us an email to feedback@bulb.co.uk outlining the issue. - H

Posted 4 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

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