“Concerning Sales Communication & Extremely Poor Complaint Handling – Proceed with Caution
I chose Octopus because of their reputation for transparency and customer-first values. Unfortunately, my experience was quite the opposite—unclear sales communication, extensive delays, and a refusal to take full accountability when challenged.
The Issue
During a sales call about solar panels, I was led to believe that an EV charger would be included as part of the package. The exact words used by the representative were:
“If you get an electric car in the future, just let me know and we will give you an EV charging point, so, we will give you a charger and then we will switch your tariff to be something called Intelligent Octopus tariff.”
When I later asked about the charger, I was told I had misunderstood—even though at no point had additional costs been mentioned.
What Happened Next?
• When I questioned this, I was repeatedly told the call recording confirmed no such promise was made.
• After months of pushing, I finally obtained the recording through a Subject Access Request—and it confirmed exactly what I had remembered.
• Octopus’s response? Instead of acknowledging any misunderstanding, they simply claimed the wording was “unfortunate” but not misleading.
• Even worse, they outright stated that even if their representative had explicitly promised the charger for free, they would not be required to honour that promise. So, in their own words, they do not feel responsible for what their salespeople say on calls. This was a shocking response.
Extremely Poor Complaint Handling
Beyond the original issue, the way my complaint was handled was frustrating at best:
• I was promised callbacks that never came.
• Weeks went by with no updates.
• I had to chase relentlessly just to get basic responses.
• My concerns were repeatedly minimized and dismissed.
• By the time I got an actual response, months had passed.
Final Thoughts
Octopus has decided that I wasn’t misled—despite the clear wording on the call. That’s their stance. But if you’re reading this, listen to the wording yourself and judge whether or not I was given a reasonable expectation of a free charger.
Ultimately, I didn’t take this to the Ombudsman because I was exhausted by the process. And that, I suspect, is exactly what Octopus counts on—people giving up.
This isn’t just about the cost of a charger. It’s about trust. Octopus has made it clear that what their salespeople say on calls does not necessarily have to be honoured. If that’s the case, how can any customer ever feel secure in what they’re being told?
If you’re considering Octopus, proceed with caution. Ask for everything in writing. Don’t assume that verbal assurances from their sales team will be upheld—because, by their own response, they won’t necessarily stand by them.”
“Had no issues until installing a smart meter - I've had 2 massive spikes in my energy bills coinciding EXACTLY with the dates of installation, and their response has been "your meter is fine, you owe the money" despite the fact a quick look at the account shows a doubling in my amount owed at installation times
While the staff have been friendly enough - after test showed there wasn't a physical fault in the meters they've been no help is resolving this and will not reduce my debited amount owed - It seems crazy to me that they won't entertain the possibility there could be an electronic error, far easier just to overcharge the customer and tell them they owe it
Contacting energy Ombudsmen to resolve and will be leaving as soon as my contract is up.
If you are with Octopus and don't have a smart meter - think twice before you get one. There's a good chance it'll end up costing you.”
“Octopus is a company that has a delusional belief it provides perfect customer service. The reality in my case is that that their customer service is perhaps the worst example of selective communication and avoidance of anything that does not fit their narrative. I work in a customer service role and I think Octopus behave very strangely and if it wasn't that every advert they put out says they are all wonderful then perhaps I would not be so annoyed. Self praise is no praise and a cult that spends all their efforts on telling each other they are awesome is plain weird..”
“I didn’t have a bad experience with octopus energy. I had a bad time exacting a clear meter reading when I moved house. I spoke to two people at octopus. The last person I spoke to was Mandy who was helpful. Hopefully the meter reading for the house I moved into is now sorted.”
“Following many issues last year resulting in me paying each month via the app (rather than direct debit,) I finally got away from Octopus.
Despite their constant insistence in raising my monthly payments, they are clearly not as enthusiastic about returning money that belongs to me. They never acknowledge emails from the octopus email address given and to date have failed to respond to two this week.
Their staff used to be so helpful but now they lack training in basic customer service - such as respect and courtesy. It’s so easy to set up an auto response so that customers know their email has been received but they apparently have not considered this.
The irony is, if I owed them money I would be getting unpleasant communications from them. Never again will I go with this company when I switch and I would never recommend”
“\This energy provider has shown significant issues, leading to many customers feeling scammed. It is strongly recommended to avoid them and consider other options that have a better reputation.”
“Thought was paying all every month then seen owing 179 pounds had a blow out left. But my niece explained it so applied to come back waiting for answer they said will let me know by Friday or before”
“After 12 emails, 6 pictures as requested and a phone call unfortunately no one seems able to help with my enquiry. So now looking at other suppliers. C.Page.”
“It is neary 3 months and problem still not solved!! They promised to solve it in 6 weeks time, but nothing happened, reply to emails takes 10 days.... No words....”
“I needed answers to my queries on my bill before I paid it, and Sam answered all my questions in a clear and precise way, I am most grateful to Sam for his help.
Thank you
Colin Woodcck”
“Absolutely awful I am afraid. Six months trying to sort out our new solar panel exports and no nearer getting sorted despite constant requests. Very very disappointed but do NOT trust this company when they say they will take your excess solar energy. It is deception at best.... lies at worst. Trully awful company.”
“Do NOT believe the adverts - customer service is terrible and completely unresponsive. I have been waiting over 3 months for my export tariff to get up and running, and I've lost count of the emails I've sent chasing. The few emails that get answered, there is a different excuse every time. They also promised a statement credit over a month ago and nothing. I am getting so tired of the lack of response and rubbish customer service. I thought this was an ethical and green company, but don't waste your time and look elsewhere!”
“Been with Octopus for quite a few years. In my view they have gone downhill. Offshore call centres, poor service, long waits on phone, some call handler unhelpful even obstructive. Taken ages to sort out a meter issue”
“Against the conventional wisdom to shop around for new energy supplier every year I have stayed with Octopus since November 2021 as my gratitude for picking me up when my then energy supplier Avro went bust. Over the years I have paid whatever price they charged me without question. I have never bothered their customer service either until October of 2024 when my gas meter box from which I take monthly gas meter readings went dead. As they are responsible for maintaining gas meter, I contacted them on 13/10/2024 and even sent video evidence that they demanded. Since then I have sent numerous emails to customer service and their person named Katie kept replying a number of times that the case has been escalated and as soon as there is someone in my area available they will contact me. I live not in rural area but in Colchester, a city by itself and also in close proximity to many cities including London. I cannot understand why a company with nearly £ 500 million assets cannot find a person in my area to fix a simple problem. Katie keeps saying that they are getting meter readings from the smart reader, ignoring my reasoning that I as a customer also want to read the meter from my end to give me a sense of control. It sounds and looks as if my customer's right does not matter to them and they have total disregard of their duty to maintain the gas meter. Octopus boast about their good customer service. May be it is true for new and short term customers only. As a loyal and long term customer I feel as if they are treating me as dirt, the customer who will stay on whatever way they treat. It's a shame that I cannot give them zero star.
W. Aung
Customer account no. A- 62335219”
“Octopus energy what a joke. They’re press release says one thing, their people at the end of the ‘phone contradict their own published info. They don’t reply to emails. Can’t get an appointment for a smart meter. And I was already a customer.”
“Appalling (lack of) customer service, the reviews that claim they are happy clearly have not had to engage with octopus - worst experience l've had - they lie, mislead and gas light you !!! Avoid is my advice”
