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

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Email:

katiethick@bulb.co.uk

Location:

155, Bishopsgate, London
EC2M 3TQ

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The worst customer relations I have ever witnessed. My complaint to Mathew at Customer services was handled in a sarcastic and unhelpful way. This company overcharged me massively and were completely unwilling to look into the problem. Despite endless emails and attempts to engage with a dialogue I just got snide replies from Mathew saying things like ‘Have yourself an incredible week ahead.cheers Mathew’ no attempt to help fix a problem. Dreadful company, avoid.”

Helpful Report

Posted 4 years ago

Hi John-Paul, Thanks for leaving us a review. I'm sorry that you've not a positive experience with us, but I would really like to see how we can rectify this for you. I've sent you a private reply here to request your account details, so that I can look into this for you. All the best, Lou

Posted 4 years ago

“If I could give zero stars I would. They are very happy to take your money and then if there’s an issue you simply can’t talk to anyone. They fob you off to an online chat which half the time closes once you’ve entered your details because it says they are too busy. If you do happen to get connected, they are useless. Avoid this company at all costs.”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you've had an issue with getting in touch with us. I've just sent you a private message to request your details so I can look into your account for you, and to give you a hand with any issues you're having. All the best, Lou

Posted 4 years ago

“Honestly the worst suppliers of energy I've had. Promised us it would be cheaper than Scottish power but ended up 550 pounds dearer. I've made complaints but the online chat employee was very nasty to me. AVOID AT ALL COSTS!”

Helpful Report

Posted 4 years ago

Hi there, thanks for leaving us a review. I'm sorry that you've not had a positive member experience with us. I've sent you a private message so that we can look into this for you and give you a hand with any of the issues you're having. All the best, Lou

Posted 4 years ago

“bad experiance dont even bother roll that scroll on your mouse i would have if i had known dont ask for a refund go into arrears before you leave cause you wont be getting your money back avoid”

Helpful Report

Posted 4 years ago

Hi Paul, Thank you for leaving us a review. I'm sorry that you've had a negative experience with us. I've just sent you a private message so that I can give you a hand with any of the issues that you're having. All the best, Lou

Posted 4 years ago

“Absolutely ripped me off and won’t give me a refund for electric they’be charged me for even though they aren’t and never were my supplier. Had so much trouble trying to get in contact and I’m now being ignored over Email. AVOID AT ALL EXPENSES The issue that I have experienced was: I was paying my electric bill every month to bulb of £54.08 and then on my 2nd/3rd month I got a very expensive bill which shocked me really as I live in a small flat with my 1 year old son and am very cautious of how much energy I use. Anyway I applied for the warm house discount and continued to pay it off. Then, my electricity was cut off. I called bulb, they told me they couldn’t help and I should call out an electrician. I called an electrician, he told me “there’s no credit on your account” I was gobsmacked and thought how can this be? I had only just payed my bill and it had skinned me out more importantly. I called bulb explained what he had said and their response was ‘oh it appears we don’t actually supply your energy so you’ll have to call someone else to get it back on thank you bye” I was astounded. Then I spent 4 hours on the phone to SSE and my landlord because now I was in debt to SSE by a few hundred pounds because bulb hadn’t informed me they weren’t actually my supplier. A couple of angry emails later I demanded a refund and told them I was severely unhappy. The date was March 28th. I had phone up and told my refund was due to be in my account Friday 16th of April (somehow this had taken nearly a month!) and told my landlord I’d sort the outstanding debt on the properties account with SSE on that day. And to no surprise really there was no money in my account. At this point the two people I had been in touch with ‘Megan J and Luke Ralph Davies’ had begun to ignore me via email. I couldn’t get in touch over the phone so resorted to the online chat bot. I spoke to 3 different people on there all who told me ‘ive spoken with Luke or Megan and they will contact you shortly *end communication*’ I then received an email saying it should be in my account by the 17th... Here we are on the morning of the 19th and still no money! It occurred on: 2021-03-28 This meant that It’s cost me loads of money I’m in debt with SSE and have a lot of money to give them, bulb won’t send over the warm house discount to SSE either which is really gut churning.”

Helpful Report

Posted 4 years ago

Hi Jasmine, thanks for leaving us a review. I'm sorry that you've had issues with us taking over the incorrect supply and not being able to get this sorted. I would like to look into this for you, so I've sent you a private message about this. All the best, Lou

Posted 4 years ago

“i am using £20 a week now with bulb but when I was with OVO I was using around £12? Its almost doubled. Nothing in my house has changed.”

Helpful Report

Posted 4 years ago

Hi there, thanks for leaving us a review. I'm sorry to hear that you're not using more credit on your meter, having changed to us. We would expect our members to be using more over the Winter due to the weather being colder and the nights being darker, but nonetheless, I'll be happy to check that everything is correctly set up on your meter. I've sent you a private message, so we can look into this for you. All the best, Lou

Posted 4 years ago

“Avoid this outfit at all costs. They kept sending me bills for a vacant property, regardless of the meter readings which I kept submitting, & which didn't change. I kept querying this for a year until they finally decided that it was for a monthly standing charge. Even now, after the property is no longer mine, & the account is closed, I've just received another bill. Their customer service skills are appalling, their staff have little knowledge & no-one gives you a definitive answer to your questions.”

Helpful Report

Posted 4 years ago

Hi there, thanks for leaving us a review. I'm sorry that you've had an issue with bills for a vacant property - it sounds like we still have your details down for the property, even if you're not responsible for it any longer. I'll be happy to rectify this for you, so I've sent you a private message so I can look into this for you. All the best, Lou

Posted 4 years ago

“STAY AWAY FROM THIS COMPANY Charged £395 for 1 month for a 1 bedroom house THERE CUSTOMER SERVICE IS AWFUL”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. It sounds like something has gone wrong here, so I'm sorry about that. Sometimes it can be that, if you haven't submitted a meter reading for a while and we've been estimating your usage, when we get a reading through, it can cause a large jump in usage that generates a large shock statement. In these situations, we would recommend updating your Bulb account with meter readings as often as possible - every month is ideal but we would need meter readings every 3 months at the least. I've sent you a private message about this here, so we can look into this for you too. All the best, Lou

Posted 4 years ago

“Stay away from this company- it’s in trouble. Over charged me 1800 pounds and now for the second time in two months are looking at the figures again. If you go with Bulb you are asking to be ripped off. Stay away”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you've had issues with your billing here, it definitely sounds like something has gone awry so I would like to look into this for you. I've sent you a private message here so I can give you hand with this. All the best, Lou

Posted 4 years ago

“Bad service”

Helpful Report

Posted 4 years ago

Hi Elaine, Thanks for leaving us a review. I'm sorry that you haven't received the exceptional member service that we strive for. I would like to help you with any issues that you have had, so I've sent you a private message, so I can give you a hand. All the best, Lou

Posted 4 years ago

“I cannot believe I got sucked in by this company, I've been trying to get in touch with this company for weeks their phone number doesn't work half of the time and don't get me started on emails and live chat, nobody is there to talk to you. Their customer service is none existent. Apparently I used 511.00 worth of usage in January and I am now in 739.00 worth of debt. They have hacked my usage up to 356.00 per month which is not right as they've said my usage is 99.00 per month?? But yet I only used 66.00 per month last month. They constantly want meter readings which I've sent, but low and behold they haven't received it. We are in a small 3 bedroomed house, and have 3 children under the age of 18 one of which is still recovering from leukaemia. Seriously this company hasn't got a clue what they are doing please don't go with this company its the worst decision I have made I dare not put any heating on or anything. I cannot understand why they do this to vulnerable people. PLEASE STAY AWAY FROM THIS COMPANY”

Helpful Report

Posted 4 years ago

Hi Stacey, Thanks for leaving us a review. I'm sorry that you've had issues with your billing, particularly with what sounds like some very difficult home circumstances. I would like to look into your account for you to see what we can do to get this ironed out for you, so I have sent you a private message here. All the best, Lou

Posted 4 years ago

“I am literally being squeezed financially/mentally to death by this company! In the past two years they have hiked my DD up higher and higher and they are now holding me over a barrel! I pay £200+ a month atm, I have never missed a single payment as I pay by DD, yet I am surposedly also in £1,000+ worth of debt! Me and my little family have gone two winters using a oil heater in just one room, as I am petrified to use the central heating, I also have battery powered lights in full usage at night. All of my appliances were upgraded in the first year to A+ as that was the first excuse they gave me, yet now they are using the excuse of having my electric wiring checked, when my house was rewired 9 years ago and I never had this nitemare with my last energy provider! In the past 2 years I have even switched off my gas for a total of 13 months (8 months the first year and 5 the following year) so I could some how clear up what THEY said I owed, yet not even that helped! Can you imagine using boiled water to wash up when you have an actual tap, or filling your childrens baths with a shower and kettle even though again you have fully functioning taps, but you are willing to try anything! They don't care about their customers at all, all they offer/advise is to speak to the CAB! What do they actually want, when I literally can't do anything else!”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you're experiencing some financial difficulty at the moment. We do recommend our members who are struggling to make their payments to contact either Tully or Citizens Advice Bureau, as we work with both of these companies to support our members who are in financial difficulty. I've sent you a private message here so I can see how further we can support you with this. All the best, Lou

Posted 4 years ago

“Two price rises in 6 months from when I switched to bulb , have now switched back to previous provider .”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a 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. Wholesale costs are now 31% higher than they were in September, when we last changed our prices. We’ve written more about this on our blog here: https://bulb.co.uk/blog/energy-price-watch-were-changing-our-prices-mar-21 All the best, Lou

Posted 4 years ago

“No visibility for the last 4 months on my billing or on the consumption. I call them once a month and they can't do anything. I owe them two months of electricity because their billing system is failing somewhere. RUN AWAY FROM THEM.”

Helpful Report

Posted 4 years ago

Hi Arthur, Thanks for leaving us a review. I'm sorry that we've had an issue with your billing. I would like to look into this and see where this stands currently, so I've sent you a private message to request your details. All the best, Lou

Posted 4 years ago

“Feel ripped off by this company, we live in a small cottage & the prices are ridiculous £170-200 a month for electricity only, I send in meter readings & someone checks the meter twice a year but they still end up charging me £800+ to catch up, now I owe them £500+ due to "statement corrections" I don't think this company has a clue what it's doing. I'll be leaving”

Helpful Report

Posted 4 years ago

Hi Heather, Thanks for leaving us a review. I'm sorry that you've had issues with your billing, and I would certainly like to look into this for you. I've sent you a private message about this, so I can give you a hand. All the best, Lou

Posted 4 years ago

“They lure you in with good pricing then less than 12 months in they'll hit you with an increase. Within 2 years of being with them, hoping for a 20 pound per month saving, I ended up paying more than the previous provider - but instead of the lovely quarterly bills I used to get I now have a faulty direct debit that has left me 100 pound out of pocket during a pandemic. You'd think customer service would care but instead they are snarky and avoidant. Not worth your time, I wish I hadn't fell victim for their fake reviews and marketing ploys.”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. We don't use tease-and-squeeze pricings, where we automatically increase your tariff after a year of being with us. However, our Vari-Fair tariff is variable, which means that it can increase in line with the cost of energy on the wholesale market. Also, unfortunately, we don't offer quarterly billing, as we generate our statements on a monthly basis for all our members. I have sent you a private message here to look into the situation with your Direct Debit, to check that everything is as it should be with this. If you could respond to my private message so I can give you a hand, that would be great. All the best, Lou

Posted 4 years ago

“I'm so disapointed with Bulb. They calculation is soo rubish. they keep amending things, but still doing it wrong. And customer service is bad. in 5 months I paid £100 more then I should , but they do not bother to recalculate things... :(”

Helpful Report

Posted 4 years ago

Hi Erika, Thanks for leaving us a review. I'm sorry that you've had some recalculations on your statements, I appreciate that this can make things a little confusing. I've sent you a private message about this so that I can give you a hand with this. All the best, Lou

Posted 4 years ago

“Simply awful. They started off fine when I switched, charging £75 month dual tariff but then their price hikes started. I'm currently at £200+ a month. One summer month I was charged £400+ for a months worth of gas despite not really having the heating on (it's summer)! Customer Service is non existent. When I was made redundant due to Covid, they didn't care about coming up with a viable solution, they just demeaned their money. I can't switch due to the existing arrears. Thankfully I'm moving house soon, so won't have to continue with them. Be aware of of the whole £50 refer a friend credit, £50 is nothing when they start charging an arm and leg for gas and electricity. You have been warned!”

Helpful Report

Posted 4 years ago

Hi there, Thanks for leaving us a review. I'm sorry that you've had these issues, I would like to see how we can best assist you, especially if you're struggling to make payments. I've sent you a private message on here, so if you could get back to me there, I'll be happy to give you a hand. All the best, Lou

Posted 4 years ago

“Unscrupulous rip off merchants! I paid this company £1,700 for electricity for 1 year for a small 2 bed house. I will no longer trust Trustpilot reviews as most if not ALL of the 5 star reviews on here about Bulb must be completely fake! They increase their charges without making sure you're aware (no notification received in their app, just a generic email that you easily ignore). They increase your direct debits without notifying you through the app. In fact, you might as well not bother using the app for all it's worth! And for god's sake make sure you give regular meter readings as their estimates are a complete joke! They closed the warm home discount scheme early before many customers could make a claim. If this were the only electricity company left in the UK, I would rather go without electricity than pay them another hard earned penny! Stay well clear. (See an example of extortionate charges in uploaded bill.)”

Helpful Report

Posted 4 years ago

Hi Mark, Thanks for leaving us a review. Unfortunately, we don't send notifications for price changes or payment reviews through the app, and this is sent via email or post, depending on your chosen preferences. However, I'm sorry if you missed these communications and this is some feedback I'll be happy to pass over to our Tech team. We do also request regular meter readings, as these help us to get a better idea of the usage on our members' accounts. We recommend monthly meter readings, or a reading every 3 months at the minimum. This helps make more accurate estimates moving forward and avoids any shock bills, which may well be the case for your account. Our Warm Home Discount scheme opened in October and all the Broader Group spaces were filled by March. Unfortunately, this is first-come, first-served, but we do apologise for any members who missed out on this this year. I've sent you a private message so I can give you a help with any of these issues, and to see if there's any other assistance I can give you. All the best, Lou

Posted 4 years ago

“Disgusting company lying about whole sale increase of 31% when in fact this is simply untrue, the oddmesion should get involved scammers!”

Helpful Report

Posted 5 years ago

Hi Bob, Thanks for leaving us a review. Unfortunately, we did have to increase our tariff in line with increases in wholesale prices, which had increased by 31% since September 2020 by the time that we announced our price change in March. If you would like to read a little more about this wholesale price change, you can do so on our Blog here: https://bulb.co.uk/blog/energy-price-watch-were-changing-our-prices-mar-21 All the best, Lou

Posted 4 years ago

Bulb is rated 4.1 based on 3,920 reviews