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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“The customer service is horrible! The customer service agent tells us that they going to call and they disappear. I am supposed to recieve a call from Rob Lingham, but till date nothing and its been since October 2022.”

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Posted 1 year ago

“EVERYTHING IS WRONG!!!- I am sure what you are doing is illegal. Read your reviews...it's the same appalling message!”

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Posted 1 year ago

“I have never had a more frustrating experience than with Utility Warehouse. We have been consistently over billed with no explanation, or five conflicting (nonsensical) explanations. We finally managed to escape their clutches and are now in the middle of a formal complaint with the Ombudsman. Not only have we paid excessive and completely inaccurate amounts, the amount of time spent trying to rectify the problems every single month is beyond a joke. Avoid like the plague.”

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Posted 1 year ago

“They have a refund of mine for £53 that they haven’t passed onto me. They have had it for 6 weeks and I can’t get it off them!!!!!!!!on hold for an hour trying to speak to a human and their emails are appalling. They ask the same questions even though they have all the info. THEY ARE BREAKING THE LAW BY NOT PASSING MONEY A REFUND ONTO ME. I literally hate them”

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Posted 1 year ago

“High Street banks hold pending amounts for 8 days maximum. These jokers hold for 30 days and then you still have to request your money be returned. A total of about 6 weeks - be wary when using the cashback card”

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Posted 1 year ago

“Cashback card is sold as a benefit. Fine if no issues with the transaction. Site crashed whilst making a purchase, High St banks do t hold pending amounts after 8 days. These jokers hold onto your money for 30 days then make you wait a further 2 weeks while they process the refund”

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Posted 1 year ago

“If there was a minus star rating they would get full marks!! Out of the 8months I was with them only 2bills where correct. Constantly over charged. In December I had to cancel direct debit as my use was £70 but due to computer error I was told it was nearly £300. Finally in January they wanted £500 for a month which I left 27th jan so they took the government funding away from both months so I lost £120 of the government funding due to their computer error no apologies. I paid the £260 which was correct just annoyed they refused to give me the government funding due to their error. After about 8hours worth of phone calls I only got correct bill after formal complaint. Terrible company!! AVOID at all cost!!”

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Posted 1 year ago

“I have just joined UW and had to call technical department for help . They were amazingly helpful and patient , I cannot praise them enough . Please continue as you are Thank you”

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Posted 1 year ago

“I’ve been trying to get a gas meter installed since November and 3 months later I’m still waiting for an appointment. In the meantime I have been charged twice for a supply I haven’t got. I was promised a refund the first time it happened, that didn’t materialise, just charged me again. UW use a 3rd party company so have no control but this has been the case for ages. They know it’s a total shambles but still are happy to sign up new customers despite this. Zero integrity and zero service. Avoid this company at all costs”

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Posted 1 year ago

“I cancelled my switch within the 14 day cooling off period. I am being billed for their services, which is a crazy amount of money as they have never had a meter reading!!!!!!!!!!! and have even had a debt collectors letter. I cannot rate their customer service, because there is none! I was told by the debt collection people, to call UW and ask them to listen to the call I made to cancel my transfer. As I got through to an adviser, his system crashed and could not continue with the call. Avoid these people.”

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Posted 1 year ago

“Absolutely dreadful. They left my family without gas for several months. Constantly kept closing my complaint without fixing it and i had ti go through the home gargle of calling, complaining, waiting 2 weeks for my complaint to be escutated again - multiple times. After 4 months with no heating my house became damp, witch made my partners asma dreadful. Our young children had to stay with family as the house was unfit for them. Compensation was refused, never even got an apology.”

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Posted 1 year ago

“I’ll give you UW. One because they don’t seem to understand how many times I have to tell them. I do not live at my house Monday to Friday, only the Saturday morning and Sunday. They still wanna charge me £900 £937 to be correct gas and electric how many really how many times do I have to let them know so I’m not happy how do you spell partner with them for a little while a bad experience Adame mobile phone they cut me off I’m on the motorway they haven’t got no consideration for their customers bear in mind I was a partner so why would I sell your business to anyone else if you can’t even look after your partner is really very bad UW, so I’m still waiting for you to come back to me with a revised bill a proper bill so,”

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Posted 1 year ago

“Badly trained staff with in some cases only a partial knowledge of the English language. Failed to reply to emails and unclear and misleading about the best tarriff for me. They tried to convince me to have a smart meter too. I am now looking for a new supplier..”

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Posted 1 year ago

“I don't even want to give one star. For 5 months UW have managed to charge me for a property they do not even supply. They owe me hundreds of pounds. While correctly billing me for where I live, they also billed me for another property - admin error on their part. I have called numerous times. I have emailed more times. I have at last had the account shut off so they don't bill me. To add insult to injury I got a final bill for £16 and they threatened me if I didn't pay it. I had to pay it so they didn't give me a bad credit record. Having said they'd refund me in Jan - today I asked where it was and they deny all knowledge. When you talk to the people - they are lovely, they seem to get to the bottom of it but then there is no follow through. Their CRM is rubbish - no connection between the calls and emails. A new person picks it up each time and I have to resend all the emails, all the history. They are shocking beyond all belief. And of course they have me over a barrel becasue I can't leave them without losing all the money.”

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Posted 1 year ago

“End of January 2023 and still waiting for the transfer of telephone number which was booked by UW for 2nd Dec 2022. Had no landline nor broadband for the whole of Christmas/ New Year and the library was closed [in the library now to type this!]. After spending wasted hours on the phone and countless emails [which was annoying considering that I had to walk to the library etc] I am annoyed and frustrated at the poor service. It is like a circus act. It would be much better if the communication companies involved actually communicated with each other and within their own companies. After receiving threats of fines if I was not at the new property between 8am-1pm on Dec 2nd 2020 the engineer from a subcontracted engineering firm called Kellys' could not do the job; this was repeated on Jan 6th 2023! Finally an engineer from Openreach arrived, but informed me that a planner would need to come. On 17th Jan 2023 a line was connected by Openreach, but a wall is damaged and neighbouring tree branches have been left on a hedge in a dangerous position for people passing. Whilst the escalation UW member of staff was telling me that it takes 48 hrs to work on the transfer of a number, so it should be done by the end of the week [!?!?], I received information from another UW dept to say that as it had been a month since my move my number could not be transferred to my home. BT has since informed me that the number will not be given to anyone else for 6 weeks. These companies are all interlinked yet communication and integrated work is sadly lacking. Customer care and real service extremely poor. Considering that I have been a member of Utility Warehouse for years for both phone, broadband, gas and electricity it appears that loyalty means nothing, indeed I was asked by the complaints escalation team if I would like to leave......this was only half way through the saga; not the way to serve a customer/member. Customer services and the complaints team have not solved the problem yet. It is only the number that needs to be transferred now.”

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Posted 1 year ago

“Keep sending me bill but I'm on pre payment been trying to get this resolved for 3 months now!! May have to switch back to old supplier...”

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Posted 1 year ago

“So disappointed & frustrating for their billing team who had ongoing over estimated the gas usages despite on-line meter readings were provided (with the smart meters they claimed they could read it). The customer services responded promptly to my issues but the over billing continued. It made it switched to another supplier in the hope to clear/close the account with actual usage. However the final bill was estimated again with high & over estimation. So I paid hundreds pounds more than usages & their refunds just stuck there.”

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Posted 1 year ago

“Vile cretins. Got conned into signing upto this. Got broadband and cashback card. Changed over to BT in November and these morons didnt even bother to close my account until January! My cash back card has been cloned so now i constantly get pop ups from the app that a transaction on the card has been declined, so far its been USA, Jamaica and Spain. I had to watch them constantly try using it whilst finding out they have a day off on Sunday! Also, because i had closed my account with them i couldn't freeze the account as i had no access to it on the app. I have tried to sort the issue out several times, they take no responsibility for anything! So i am constantly having pop up after pop up of someone trying to use my old card that by the way should not be active in the first place. They refused to take a complaint, they refused to take any responsibility, they refused to accept a breach has happend (because there has been no complaints) they even get snarky and ill mannered when you call to close your account because you are switching to another provider. After a horrible few days of this, i called the FCA. I suggest others who have been mistreated by them do the same.”

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Posted 1 year ago

“U/W are great on price and my contact is superb. I think they could improve there cash back card by introducing a step when you top up to check that you have put in the correct amount as at present it just goes straight through assuming you have enough money in your bank a/c.”

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Posted 1 year ago

“So i just joined for the first time a few days ago and account still pending, after reading so many extremely bad reviews about customer service. i now can see why, i am clad i have today decided to get as far away as possible from this company. i have tried on the app and web site to cancel the agreement which as stated i am legally entitled to do with in the 14 days cooling off period but you can not web chat, emails can take up to 2 days to see a response. i dont want to spend my time rininging these people, honestly i can see why so many people are complaining this company would be awful to deal with in an emergency and so many complaints of smart meter issues every one should be going back to the standard non smart meters were its a basic meter and you record it each month, smart meter rubbish. I have cancelled my direct debit as this company is not getting any of my money and do not wish to join them. So utility warehouse if you read this i have cancelled my pending joining request to be with you. My advise is you really need to sort how how you poor customers can get a response when contacting other than email. the app is rubbish as well as trying to make contact. All I'm getting now is>>>>>>> This is an automated reply, please do not respond to this email. Unfortunately we are not able to respond to your query via email, please contact our sales team on 0333 777 0777.”

Utility Warehouse 1 star review on 20th January 2023

Helpful Report

Posted 1 year ago

Utility Warehouse is rated 1.5 based on 443 reviews