Utility Warehouse Reviews

Name: Utility Warehouse
Rating: 1.46

1.5 Rating 443 Reviews

11 %

of reviewers recommend Utility Warehouse

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1.5

Based on 443 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier, Own Driver
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.5 out of 5
Returns & Refunds
Refunds Process	Difficult

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Utility Warehouse 1 star review on 15th December 2024

Dionne

Utility Warehouse 1 star review on 24th September 2024

Leyens Paul

Utility Warehouse 1 star review on 1st September 2024

Anonymous

Anonymous // 01/01/2019

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“Avoid this company. If you phone them you wait up to an hour by being passed from one unknowledgeable person to the next, and in the end your question is still not answered or wrongly. Reason: probably poorly trained and poorly paid staff. UW will not let you have a landline if you are on fibreband, even if you offer to pay for it ! I had to go to another provider for a landline and hence pay doube for broad band ! Unlike other providers' clearly detailed bills, theirs are unclear and not explanatory enough. I cannot wait to cancel the contract which will probably be another nightmare !”

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Posted 2 years ago

“Don't be fooled by the 'one star' they don't deserve anything, I'd give them none if there was the option. THE WORST COMPANY I'VE EVER DEALT WITH. The wait times are appalling and the customer service is non-existent. The star are poorly trained, and half of them can't answer a simple question asked to them that they should know!! I'm now on hold for 14 time this week. Yes you read that right. 14 TIME. One hour 10 minutes in and still no answer. CAN'T WAIT TO LEAVE THIS JOKE OF A COMPANY.”

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Posted 2 years ago

“Shambles. Telephones don't work with fibre broadband unlike Sky and they never told me. What a mess. This company needs closing down.”

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Posted 2 years ago

“I am with UW for about 7 years. So far I don't have to call many times. Recently upgraded to smart meter (pre pay to credit) and to speak to some one every time i call it takes an hour. I am running out of credit on prepay as the meter didn't upgraded to credit despite the guys told me it will in 24hours. Its 5 days still same. This is 4th time I am calling its about 5 hours of my time is wasted. this time its 1hour15mins waiting still waiting.....hopefully someone picks it up... the lady said she is putting me thru to smart meter team and it's showing wait time about 10mins :( lie form her or dahs board?”

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Posted 2 years ago

“Absolutely disgusting customer service and also for businesses it's a massive NO for me!”

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Posted 2 years ago

“They called my business. Ask me if I speak Hindi. When I said no they hung up”

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Posted 2 years ago

“Dreadful company, I've had problems from day 1. First their billing didn't make sense, neither tallied with the Meter Readings nor with any reasonable estimate. I repeatedly asked for the meter to be read, by a meter reader in person. They failed to carry this out and then, after persistent complaints, they installed a smart meter. for 2 months I got accurate billing, then the smart meter decided it wasnt going to communicate with Utility Warehouse (its always best avoided as Customer Service is abysmal) and the bizarrely estimated bills started again. I again made a complaint to UW - which they strung out for months, allowing a (so called) "debt" to build up. Still there was no meter readings done, no checks to ensure my meters were accurate, or to look at why the mute smart meter had decided not to speak. I eventually made a further complaint stating I would not pay anything until they sorted the issue out, their initial response was to try and sell me broadband and mobile phone as well - based on my experience with their mute smart meter, this was not a wise move, and prompted further complaints). Next thing I knew a locksmith (I use this term loosely as I have seen the screwdriver gouges and scratches he caused) had broken into my property, whilst I was in (I was working from home, wearing a headset and could not hear knocks on the door, but would have seen anyone pushing the bell). I am now saddled with a huge unsubstantiated debt (in excess of £3k) a pay as you go meter which requires more than £80 per week to feed just a fridge and water heater, and a broken door lock which cost more than £80 to repair. DO NOT use this company, they are utterly hopeless in every respect”

Helpful Report

Posted 2 years ago

“We have been with them since June 2015. Everything’s been okay, the odd hiccup here and there. We had gas & electric, broadband, mobile & cash back card. But in 2021 working from home was hard because the internet was rubbish, tried an upgrade but it was nowhere near fast enough. So we decided to leave the broadband and go with virgin but keep everything else. Even though we cancelled the broadband and have had virgin installed for the past 8 months, we’ve still been paying for their broadband! The plum never cancelled it. For the past 3 days I’ve been passed from pillar to post, over 8 hours on the phone with UW blaming virgin and then virgin blaming UW, finally got somewhere where UW admitted fault and are trying to refund us, but then I still cannot cancel my broadband with them because every time I ring to cancel, I either get cut off or they pass me to someone else. Cancelling something with them is like pulling teeth and has made me avoid recommending them to anyone! Just answer your phone calls!”

Helpful Report

Posted 2 years ago

“Worst company ever!!!!! I got a call from a partner and they convinced me to join as a customer and as a partner as I was not working at the time. The prices they promised were obviously good so I switched and convinced two other friends to switch too. Fast forward to 3-4 months later, bills tripled, not just for me but for my friends too. Their excuse was because, I was using more than I was paying for which was absolutely ridiculous as there was no way I was using 3X-4X for than I was paying for. I called them to ask about this and they were completely rude and very degrading. Practically called me stupid for not checking my bills properly to check how much I was using. I switched and the guy called me stupid for wanting to switch because according to him, they were the cheapest. I had a balance of about £256 on my account which I started clearing immediately. A month or so later, I start getting letters from utility debt collectors saying if I don’t pay the remaining balance of £100, they would take me to court and seize my things. Because of £100!!!!! Mind you, I never got a call about setting up a payment plan or any letters about me calling to do that which is what every company usually does! Worst utility service I have ever come across. I would never recommend to anyone I know!!!”

Helpful Report

Posted 2 years ago

“How do you get UW to update bills and stop charging estimated readings even when you are sending the same meter readings every month showing no usage and you are paying the monthly standing charge? Beyond a joke to get threatening letters and final reminders on money that is not owed. If UW is going to send bailiffs and get a Court order for £43.47 that is not owed then I will happily have my day in court and pursue recovery of my costs and the harassment being perpetrated. Whilst we are at it I will endeavour to stop paying standing charges on an empty property. What a shower of crooks!! I have written two UW (no reply as yet) and I have tried to ring on several occasions but get the same excuse that they are very busy, so no pick up. How do UW survive? Only by using dubious means to extract money that is not owed by my experience.”

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Posted 2 years ago

“This company is awful, the worst experience I ever had, is costing me my mental health. I've had issues with them since day one with everything: the broadband, the energy, the mobile, and the cash back card, and everytime I call they make me wait at least for an hour. Because of an issue with the broadband I'm having no internet at the moment for a month already but they just charged me for it even tho I'm not getting any service. Don't get tricked, don't join them, for the sake of your mental health”

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Posted 2 years ago

“Terrible company, customer service is appalling and queue times are a joke. Joined in November and up till now (February 2022) still not had electricity bill and they’ve used every excuse under the sun and meter not showing any display since I joined. Would not recommend this company to anyone!”

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Posted 2 years ago

“Horrendous service terrible customer service. Avoid this company at all costs waited on the phone for 48 mins on hold to be told someone will call me back regarding my bill that is wrong and no phone call received. Now on hold again for 50 minutes call not even answered yet.”

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Posted 2 years ago

“Avoid. I have been trying to switch to eco7 since the beginning of Dec. 4 phone calls, several emails later still on the standard tariff. I was told when I joined that once they had installed the smart meter the switch would be easy. 40+ days later after the smart meter fitting I am still getting nowhere. It is easy for a company that knows what it is doing to do this switch (my friend self changed on octopus instantly). Each person I talk to says something different and they all say it will be backdated but won't confirm how. If they can't read the night usage how can they charge 2 different rates (they can't is the answer but no one will say this to me, instead they avoid the question). I am now drawing from the grid on the night and my inverter catches all this data so I have evidence of my night usage even if UW don't. Queue time to contact them via phone is 30 mins +. Everyday they don't sort this costs me £1.38. I am taking this issue to ofgem and cancelling my direct debit at the end of the week. Angry customer. 😠 joined on false pretences and spent more money than sticking with my current provider and or switching to octopus go. Update I am apparently a priority case now but I've been that way for a number of days so if you don't complain you will be in a standard queue. If priority is nearly a month and half then non priority you might get your request dealt with in 2023.”

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Posted 2 years ago

“Moved into a 2 bedroom flat, set up UW as the provider and got put on a budget tariff. Was told a the start to make sure i submitted meter readings via the app to keep track of my usage which i did. Had a smart meter installed after 6 months so i didn't need to submit any more meter readings. Received an email with my "end of year review" and my DD was to go up by £120 over and above what i was already paying. Called today and support agent wasnt very helpful, told me that the smart meter wasnt sending the electricity readings so i have to submit a meter reading by calling in again. The whole point of submitting readings is to keep track of usage and amend your payments if you are to using more energy, so you dont rack up arrears. VERY POOR ACCOUNT MANAGEMENT!!!”

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Posted 2 years ago

“Sound great to start with, worse customer service ever, December they do a meter reading and low and behold they take £750 out your account for 1 month Rubbish, underhand and liars avoid”

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Posted 3 years ago

“If I could give no stars , I would. I have been trying for 6 years to get a refund for £600 which they have over charged me. Wait until the end of the year- we will refund. No they did not. I am still trying, they put me on loud speaker in the office, I could hear laughing, indication what they how to answer my questions and brick walled every time I asked for my refund. I was on the phone for two hours again, still they will not be refund me. They said go to the ombudsman. I have my bills, I have proof, I don’t need an ombudsman. Utility Warehouse must be made to be accountable !”

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Posted 3 years ago

“Absolutely shocking service. We left six months ago and every month a new bill arrives. When I call them they tell me this is the final bill and it’s sorted and it’s cancelled. Spoke to somebody today who told me it’s not cancelled just on hold. Currently I’ve been on hold for an hour and a half. I think they’re just sat there laughing rolling in all my money. Going to complain to ombudsman because this is shocking.”

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Posted 3 years ago

“online service. only messages about smart meter and home insurance. Nothing to say about gas tariff....... Find out l was paying well over the odds. Their promise to get cheaper energy... Only get that if you have phone and broadband. Seemed to be paying much more than other providers. Very difficult to part company as all services are intertwined. They say no cancel fee but they take money back for 'free' light bulbs. Will never do all inclusive services again.”

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Posted 3 years ago

“Terrible company still taking bills of me even though I’m not with them anymore! Can’t get through on phone”

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Posted 3 years ago

Utility Warehouse is rated 1.5 based on 443 reviews