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Npower Reviews

1.1 Rating 393 Reviews

3 %

of reviewers recommend Npower

Company Reviews

1.1

Based on 393 reviews


Shipping & Delivery
Delivery Methods	Own Driver, Courier
Customer Service
Communication Channels	Live Chat, Telephone, Email
Queries Resolved In	Over A Week
Customer Service	1.1 out of 5
Avg Email Response Time	2 minutes

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About Npower:

npower is one of the UKs leading energy companies providing gas and electricity to over 6 million customers.

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Npower 1 star review on 22nd November 2017

Npower 1 star review on 22nd November 2017

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

“Avoid this company... I recently changed supplier and found the process of switching from NPOWER very frustrating. They were still charging me almost 4 months after I gave notice to switch. The complaints process is very antiquated. I was kept on the phone for almost 1 hour and 40 mins and passed through to 3 different people who refused to give me there name due to data protection !!! Really...”

Posted 5 years ago

“I have just been on the phone for over an hour with a lady named karen kays . Want to say a huge thankyou to her for taking so much trouble to help me . Thankyou karen ..”

Posted 5 years ago

“Worst energy company around they don't turn up for appointments and try to refuse the £30 for not turning up they don't call unless it's for a reading they Don't answer calls when there's a problem and if they do they are rude to you their prices go up monthly even though you have a fixed plan I would not recommend them with my life”

Posted 5 years ago

“my smart meter was fitted on 25 october by Dan who was very polite and told us what was happening and how to use the energy display. it was done quite quickly and caused no problem for us.”

Posted 5 years ago

“Smart meter installed 1/10/18. Did not work within 30 minutes of installation. Two appointments later and numerous telephone calls indoor device not reading correctly. Npower smart meter helpline totally dismissive and quite sarcastic”

Posted 5 years ago

“I moved to npower in July, one of the reasons I moved was warm home discount. Tried to claim it today, 22/10/18, even though I'm on a low income I do not meet npower criteria in one section. I have claimed with another company for the last three or four years, each company as it's own policy on this, next year will be leaving as ended up worst off instead of saving.”

Posted 5 years ago

“The most incompetent company I have ever dealt with. The actually made more mistakes than I thought was even possible. Here's what happened: 1. In May I moved into a house, phoned the national meter line who said npower supplied the house. 2. Gave npower my opening reading and immediately requested a switch to another supply who were cheaper. 3. In June Npower tried to stop me moving to another supplier, when I asked why they said somebody in the office had requested that supply was switched from npower to npower which blocked my move to another company. Phoned up and they said they would sort it out. 4. In July I tried again to move to another supplier and they blocked it again saying I was in the process of moving to npower. Never once did I ask to switch to npower, I gave them my opening reading out of courtesy because they already supplier the property. 5. In August I wrote a complaint with all this info, they took 5 weeks to respond with a phone call to tell me everything was sorted. 6. In October I get a letter saying they are going to take direct debits from November from my account yet I haven't had a supply with them and I haven't had a bill so I don't owe them any money. 7. I put in a GDPR subject access request in July and they ignored it. To embarrassed to show me what data they hold. A complaint is now going to the ombudsman for the energy supply and to the ICO for ignoring the DSAR request.”

Posted 5 years ago

“Complete waste of time. Make a complaint and even that’s fobbed off. Had trouble with this company for weeks. Arrange to have a meter fitted, they cancel twice. Had no gas Friday night, top up didn’t register, ring them to be told it can’t be sorted that night as it was to late for the registered shop to replace the card, got told they’d been open since 8am, basically telling me I should have rang earlier, just finished a 24hr shift, not all of us work 9 to 5, couldn’t get a shower that night, grandchildren were there and the house was cold. Hey ho they don’t care. Can not wait to move companies. Was told they’d ring me next day to make sure I’d got gas, the next day being Saturday, they’ve just rang me, Monday 4pm!!!”

Posted 5 years ago

“Been with them for 10 years but to them that don't matter your just a number Npower made an appointment with us to come and change our meters but on the day they didn't turn up and didn't even call us to say they can't make it my wife messaged them to say I could talk to them but they saying my wife never gave them permission to talk to me now they lieing to us saying there was no appointment arranged npower are the worst for customer services they will not sort out your problems even though it's their fault We are now changing companies because of this Would I recommend them for your energy supply like f**k would I I'd rather not have any please people change companies save all the Hassel with them”

Posted 5 years ago

“Customer centric workers”

Posted 5 years ago

“Bad experience as they overcharged me and when I asked for a refund they didn't respond to my queries.”

Posted 5 years ago

“No one answers the phone waiting time 30mins any time of the day, even their live chat is queueing, get more staff to answer the phones. They have a cavelair attitude, they know that we need to speak to them as that is the only way to get anything done, but they make it as awkward as possible, I am overpaying by 30% for no real reason gettting a refund every quarter why has that been set up except that Npower have more of my money than they need, outrageous, and if you dont want to hang on you can get a call back , in two days!!!”

Posted 5 years ago

“Extremely expensive!!!!!”

Posted 5 years ago

“Appalling customer service. Been attempting to resolve a gas meter issue for 10 days now. No response to email, 30 minute wait on phones and no response from Live Chat having waited for over 10 minutes. We are unable to submit a reading until someone contacts us. Wish that we had never left our previous provider.”

Posted 5 years ago

“In this world of instant communication why do I have to wait 24 hours for npower to contact me to correct a mistake they have made? Even the instant chat on line is useless. I have so far waited 30 minutes for chat now on line. (CHAT NOW?). I am a new customer just starting with npower today. Not at all impressed with terrible customer support.”

Posted 5 years ago

“just about everything and after three long phone calls and email to complaints still no response Would have rated zero if it was possible Still waiting their reply after over three weeks”

Posted 5 years ago

“Below is an open letter I sent to Npower today. Needless to say they’re awful. Dear Npower, RE: How to treat your customers I am writing this letter to you whilst sat in my house with your Engineer. He's a lovely guy, he is. A credit to your business (GO NPOWER!). He came here to check out my (possible) my faulty meter, which in the last month, has seen me experience an increase to my electricity bill of 50%. The meter didn't show any apparent fault and so to help me keep an eye on my electricity usage and also try to spot where the fault is coming from, a smart meter was recommended. I was all for this as I'd already been told, incidentally, by someone who worked for you that we would be a great match for a smart meter (check your call records). He's now been here 2 hours and we've achieved zilch. Nada. Nowt. Well, hang on that's not fair. We have achieved something. We (collective sense), have wasted our time and resources and you've also managed to really 'F' me off. To cut a 120 minute story short, (I say short, it hasn't felt like it, especially whilst you're trying to entertain two under 5 year olds). I had an Engineer in my house who was ready and able to fit the Smart Meter which was sat in his van on my drive, however, the powers that be would not rubber stamp the installation. The reason being? I'm not eligible. Cue ringing you (yup, whilst the engineer was in my house) and being on hold for 25 minutes. Did I mention I had two young kids to entertain too? Fortunately, they chose the optimum time to poo in the toilet and also fill a nappy. I like to think of it as a physical reflection of my day. #livingthedream Inbetween cleaning poo, throwing random bits of buttered toast their way and just allowing my eldest to climb out of the living room window (groundfloor...), I got through to you! I explain and I'm told 'no'. Cue hold again. I'm then told that I can have one but I couldn't possibly have one today. Wait for it - you're gonna like this bit! I NEED AN APPOINTMENT! Yup. I need to book for Engineer to come to my house. Oh the irony. So, through gritted teeth the appointment is made. Oh wait, hang on. You then realise you need to cancel this appointment? Was it because you had an epiphany moment realising that this was, quite frankly, bonkers. Alas not. I'm told that I'm incorrectly registered on your database as being on a two rate meter. You need to update the system before you can make me an appointment and that's gonna take about a week to do. Then I'll be able to make an appointment to book an Engineer to install the smart meter (#letsjustforgetabouttheengineerinmydrivewithoneinhiscarnowbecausethatwouldbestooooooooopid) (FYI - this "#" is a representation of how I feel as your customer.) Oh, one more thing. I just wanted to extract your Core Values from your website. Titled "npower Critical Behaviours" 1. Customer First, "Getting it right for our customers" - CHECK 2. Driving Performance, "Delivering on our promises" - CHECK 3. Focus, "Prioritising where time and resources are spent" - CHECK There's a couple more. 4. Challenge, "Improving the outcome by giving and receiving ideas" 5. Accountability, "Giving and taking responsibility for our actions" I'm looking forward to seeing how you achieve the last two. Yours sincerely, Just one of your worthless customers”

Posted 5 years ago

“I got a cheque in my old surname then rung them up to change it or get some help how to sort it then they told me on the phone that they can put the money in my account 3- 5 working days , I know it was the bank holiday so everything was messs up . But it should be in today which is Friday but it has not gone in yet , I will ring them at 8am in the morning if not sorted out I don't know what to do please help”

Posted 5 years ago

“Every single week I have issue with the accounts department. (We have many clinics, they supply electricity).Event you did a payment, anyway I receive a disconnection letter. Then you call them they asking many of the security questions and transferring to other teem to confirm about payment receive and then again security questions. Never ever switch to N POWER!!!!!!”

Posted 5 years ago

“Worst Company ever to deal with, stay away and save the hassle....”

Posted 5 years ago

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Npower is rated 1.1 based on 393 reviews