Utility Warehouse Reviews

Name: Utility Warehouse
Rating: 1.46

1.5 Rating 443 Reviews

11 %

of reviewers recommend Utility Warehouse

Company Reviews

Questions

Metrics

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

Visit Website

Write Your review

Tell us how Utility Warehouse made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

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

“Joined Uw gingerly in August last year. Spoke with a lady who went through presentation and showed me and told me what I needed to do to maximise the full deal. Absolutely great deal and savings were exceptional. I took gas electric broadband sim and boiler cover with cash card. It’s impossible not to save money if you follow the system they have set out.”

Helpful Report

Posted 1 year ago

“With U. W. Whilst everything is ok there's no problem but as soon as a problem arises then their customer service change a problem into a drama. I had a problem with landline, mobile and broadband. It started early September and supposedly was fixed by the December. Whether it was or not, I don't know as I have been overseas since the 13th Dec 22. I received an email from them to say that they hoped I'd be happy with the outcome which was given to me by their escalation team member. I am still to receive any communication from that team member. I scribed an email to them in reply to their email only to find that there is. now no mechanism for them to receive it. Now, when your seemed up you have to go through their chat line which takes you round in circles and creates more ill feeling because nothing gets solved. If I could give them 0 out of 10 I would.”

Helpful Report

Posted 2 years ago

“Loaded money on my cash back card as I do each month to cover food shopping so I had just over £400 on there. Through the night on December 23rd 2022 my card had four transactions for £83.89 taken by a foreign bank account a fifth request for the same amount was declined and that’s how I knew there was a problem as there was a notification sent to my phone. All utility warehouse staff could advise was to block the existing card and wait for a new one to arrive, they couldn’t have cared a less that I’d lost all the Christmas spending money….. didn’t get any communication from a manager as promised, I also rang Christmas Eve and again was told there was nothing they could do. It’s now 28th December, no communication from Utility warehouse and no money refunded !”

Helpful Report

Posted 2 years ago

“AVOID THIS COMPANY The customer service is absolutely terrible. They may be the cheapest as they say I do not know, if they are you get what you pay for. I moved into a property and was quickly put through to sign up with them. There was a debt on the gas meter and this has resulted in over 4 hours on the phone, having the call disconnected, being given silly information to ring 105 which is the number to report damaged electrical cables. I was left without gas overnight. I rang the next morning and was informed my meter had been reset but I had not been informed. I then topped up and the meter promptly took all the £50 for debt. I then had to top another £99 and am still in debt. There response is it’s the landlords responsibility which basically means they want me to do their debt collecting. Whilst the staff I spoke to are all very apologetic,they are obviously untrained and will tell you anything to get you off the line.”

Helpful Report

Posted 2 years ago

“I moved into my house on 14/09 and left Utility Warehouse for Octopus on 12/10 (28 days). I only used 1 unit of Gas and 9 units of electricity whilst with UW as I was refurbishing the property and it was empty. Have contacted them 6 times and sent photos of meter readings (three times). I still have not had a final bill over two months later and they still say they can't see the readings. Just waiting a few more weeks to get the ombudsman involved. They are a nightmare.”

Helpful Report

Posted 2 years ago

“UW are a brilliant company. I get all my services through them and my monthly bill for everything is only £130. That’s gas, electric, unlimited data mobile sim and fibre broadband. I can’t understand why there are low reviews when trust pilot and which magazine are all saying that UW are the best. Well, from my point of view- they are the best. Hands down”

Utility Warehouse 5 star review on 15th December 2022

Helpful Report

Posted 2 years ago

“AVOID THIS COMPANY AT ALL COSTS Hours and hours and hours in a queue waiting to be answered, this is no exaggeration, you have been warned, and then to be deliberately disconnected, This company left me and my 4 kids to freeze on the coldest night of the year 12/12/22, with no heating, no hot water, and no gas to cook. Still no gas at the time of writing this 14/12/22 What do I have to look forward to, more hours in a queue to get an explanation?”

Helpful Report

Posted 2 years ago

“Terrible, nothing but a scam”

Helpful Report

Posted 2 years ago

“Battery ran out on gas meter they come fit a new machine rather than change battery the card I have is invalid so the engineer said one will be posted this is on the Thursday he kindly put £20 pound in runs out by Friday night engineers not allowed out after certain time 6 pm so 2 kids no heating on coldest day of the year still no card on Saturday another engineer sent he said only allowed to put £10 on the meter now Sunday out again reported at 1.15 pm said will be out within 4 hours phoned back at 6.15 pm to be told can’t cover it and was sent a txt which I haven’t received and have to go another night without heating or able to cook food for my two kids aged 3&4 absolutely disgusting to be treated like this in 2022 coldest weather this year thanks Utility Warehouse!! wouldn’t recommend to anyone”

Helpful Report

Posted 2 years ago

“Avoid Boiler Cover with UW. Waste of time....”

Helpful Report

Posted 2 years ago

“Really lovely people on the end of the phone, but they know absolutely nothing. I've spent countless hours trying to resolve the following issues: - Account - They said they couldn't set up an account for me because my address wasn't valid. The previous owner of my house had an account with them so I knew it was. This took an hour to resolve. - Admin - they sent me an email addressed to the wrong client - Internet - they scheduled an appointment with BT but BT never knew about it, so there was never an engineer coming, even though I waited in for 2 days. Still have no internet and they can't provide me with further details. - Electricity - they sent me a letter saying I was going to be cut off, but this came from a different account number (for the previous owner). Nobody can tell me if I am or not going to be cut off (I have a new account that is live, but they don't know why the old account seems to be generating automated letters, and may automatically cut me off) Massively do not recommend!”

Helpful Report

Posted 2 years ago

“Awful awful awful service and company. Myself and my partner registered with UW before we had even moved into our house. It’s now been almost a MONTH with no wifi because they cannot seem to get any engineers to turn up. They have no contact with the people coming out to the houses so they’re literally just making empty promises to you down the phone so you think something is going to happen! We’ve supposedly had two appointments booked now but we wouldn’t know because no one’s turned up! I’ve also been hung up on after being on hold with multiple customer service employees. Avoid using UW!!! They have no idea what they’re doing!!!!”

Helpful Report

Posted 2 years ago

“I was so impressed with their customer service. So refreshing and reassuring. Initial customer support were incredibly helpful, ran tests and were empathic I needed it fixed asap as working from home. Technical support knew exactly what the issue was after running tests before contacting me and then ordered a part to be sent out whilst I was on the phone. Thank you very very much!!”

Helpful Report

Posted 2 years ago

“Worst customer service I have ever experienced! On the phone several times for over an hour. Departments don't communicate. Would never recommend to anyone!!!! Please reply to this review to confirm that you read them !!!!!”

Helpful Report

Posted 2 years ago

“UW has been unable to provide us with a working Gas meter for the past 3 years, despite having several engineers attend our property. So all payments are based on historical usage. We have decreased our useage this season but they have increased our payments and we have to pay as we can't prove our usage. We have asked for another engineer to attend the site and replace the meter, but UW has canceled all meter installations until some time in 2023, but they can't tell us when this will recommence. They have also said that if or when we have a working meter installed, they may guestimate usage to that point in time based on historical data, which will be inaccurate, as we have reduced usage by about 50% this season. So we will be charged for Gas we haven't used just because they have failed to install a working meter and have cancelled all engineer visits until 2023. We are taking this to the Ombudsman.”

Helpful Report

Posted 2 years ago

“When we moved here a year ago, no other power supplier would take us as there was a night meter so we were stuck with Utility Warehouse. We had meters changed to smart meters and night meter removed on Christmas Eve but the smart meters have never worked. Every month since Feb I have phoned or emailed that meters are not working. We have had meter reader out twice who has also reported the gas meter is unreadable and the night meter has gone yet we are still being charged for night meter and estimated bills on electric as they say they are getting readings from gas meter. Last week I got a new estimated bill of £1328 for electric. This company have got to have the worse customer service department going. Today I spoke to Julie who told me the reports on faulty meter have been there since Feb then again on 12th Nov. By this point I am pretty hysterical on the phone and apologised as after all not her fault. She took one look at my bill and told me she would be hysterical as well. Not like we haven't paid a bill every single month. Seems the new reading was in hundreds, well it would be new meter, but they are still estimating on old meter they took out 11 months ago, which of course was in thousands, rather than double check they just added a zero at the end and they ignored the readings have given as they don't mach up with old meter. Best of it is, they cannot come out and fix till new year and it will be end of December before billing can make adjustments so they expect payment, however as I wouldn't pay the full amount the system would not allow part payment so it will look as if we have refused to pay. Basically it will look as if we are in debt which we are not. DO NOT TOUCH THIS COMPANY WITH A 10 FOOT BARGE POLE!”

Helpful Report

Posted 2 years ago

“To cut a long story short, since 30th September 2022, i've not had a gas supply for a total of 9 days, off and on and my electricity was down for 24 hours. Over 6 hours of phonecalls, 30+ complaint emails and still nothing is sorted. I'm without gas again tonight. They've also been sending 2 bills to me, despite me explaining the facts. They bill the "new owner" and the other bills are addressed to me. I've complained tonight to the Ombudsman to see what they can do. Absolute joke of a company. Disgusting. All polite on the phone, telling you they'll sort it. Nope. I'm freezing with no hot water yet again. Avoid this company at all costs. Trying my best to escape them. Oh, they gave me £20 to say sorry and one of the staff emailed me to remind me of the fact. JOKE!!”

Helpful Report

Posted 2 years ago

“Having read some of the reviews I have to say I have had a very different experience I spoke to them earlier today and have to say the customer service was excellent they went the extra mile to help and sorted issue out and would highly recommend them”

Helpful Report

Posted 2 years ago

“BEWARE: They keep your credits and don't pass them to the next bill. I had £43.37 credit on my Oct bill which I didn't claim as I wanted it to offset future bills. The Nov bill didn't show this credit so spent 1.5 hours today trying to claim it. Was told that it wasn't automatically transferred to the next bill and that I have to call a number to claim it!! What a rip off...how many elderly and vulnerable people is this happening to? How much of our money are they keeping. Claim it or you will lose it!!”

Helpful Report

Posted 2 years ago

“DO NOT USE THIS PROVIDER DO NOT USE THIS PROVIDER, they claim to be one of the cheapest around when in fact there probably one of the dearest, useless on the phone takes about an hour to get through, no good at getting problems solved when you do call them, my advice is stay well clear please.”

Helpful Report

Posted 2 years ago

Utility Warehouse is rated 1.5 based on 443 reviews