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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“This company took 268 pounds from my bank account without authorisation. I cancelled their direct debit and informed them on June 13th and the bank I have a copy of the cancellation of the direct debit which I am taking to my bank tomorrow for a charge back . I called the fraud police they said contact Ofgen and or ask for a charge back from your bank. They are still trying to set up the direct debit again presumably to take another payment if they can I got confirmation of that tonight. I cancelled my bank card but have to go down to the bank tomorrow as I have just been notified they have tried to set up a direct debit again on my account by email . These people are really bad at customer service , ignorant , rude and just want your money . DO NOT DO BUSINESS WITH THESE PEOPLE . THEY WILL TRY TO RIP YOU OFF. MY BANK SO FAR IS LETTING THEM. I am going down tomorrow to report these people to the bank manager and I am taking these reviews with me. I am going to find out what's happening tomorrow and then I am going to take further action against these fraudsters. I noticed my bills are extortionate for summer as well. Be careful do not sign with these people and do not give them account numbers , names , sort codes or any bank details at all. Extortionists , liars and thieves. I have cancelled everything with them and they are still trying to set up a direct debit at my bank although I have asked the bank not to do so very clearly. If I don't get a charge back I will leave my bank and go elsewhere so that I can get my money protected more effectively.”

Helpful Report

Posted 1 year ago

“UW is a terrible company, all of the employees are rude and ignorant liars. They scam you of your money and send bills despite my leaving their company last year and every time they tell me the problem is solved. The following days a new letter comes out and I have to call back again just to talk to another clueless ignorant moron who tells me nothing has been resolved and I must pay despite not even being in a membership with them. In summary avoid UW’s company it is not worth the time or effort and constantly being cut off when trying to tell the employees the reason for your call. As a single parent it is added stress that can be avoided in my life if they would just do their jobs correctly”

Helpful Report

Posted 1 year ago

“They totally messed my bills up. They sent me massively exaggerated estimated bills for my electricity, despite the fact I have a smart meter. I've had an ongoing complaint for about 10 months. I had to refer my case to the ombudsman because talking to their customer services got me absolutely nowhere. The staff haven't got a clue and some of them don't seem to care (I've spoken to enough of them to make this assumption). Even after receiving a written apology from them and leaving them for Ovo, they are still billing me. I've had to speak to the ombudsman twice about the case since receiving the apology. Avoid this company at all costs. They might be cheap, but they're cheap for a reason. Absolutely useless. How they've won awards for customer service is beyond me.”

Helpful Report

Posted 1 year ago

“Agree with everyone else submitting a review to try to warn others about this terrible, unprofessional and a massive rip-off service! UW used to be good, but within the last few months our energy bills have spiralled disproportionately to our use. At £380 per month for a family of 4 who use mid-average use (no heating or hot water included as that is all oil), we're effectively told 'if you don't like it, move on'. They close complaints without investigation, or if you keep trying there's no one at the other end of the phone that they put you through to! There's no sense of urgency or real support to even look into things, let alone put it right! I've completely lost ALL trust with UW and I'm done paying extortionate fees to line fat pockets. Shameful, greedy behaviour! I'm done”

Helpful Report

Posted 1 year ago

“Utterly utterly ****”

Helpful Report

Posted 1 year ago

“Avoid . Bunch of clueless liars.”

Helpful Report

Posted 1 year ago

“I am done with this company we had given it benefit of doubt when we signed with it problems are never solved. It appeared the consultant do not have the ability to make decisions it has to do with the other. Tried to resolve my direct debit with them for more than four months but theirs is no workable solution on the other hand my bill continues to spiral out of hand. I am done I called several times but there’s seems to be no answer and no changes are not made. It is really concerning if this is a well established company there is no accountability here. It is better to leave before I am ripped off my finances.”

Helpful Report

Posted 1 year ago

“Wow - I so wish I had found these reviews before joining Utility Warehouse! I don't even know where to begin. Please, please avoid them! I joined them in September 2022, and we are now in June 2023, I have £2000 in credit. They just keep upping the amount they take, despite regular meter readings provided. Their customer service is beyond appalling. They have ignored every single message I have ever sent them, with the exception of one - the one I sent when I was leaving. I joined another company a month ago, yet this morning I find they have taken another £440 out from my direct debit. I cannot cancel this yet, as I need all my money back. This has put my family in serious financial difficulty and yet they just keep taking more. Please, please avoid!!”

Utility Warehouse 1 star review on 30th June 2023

Helpful Report

Posted 1 year ago

“AVOID!!! we signed up for a few services in April, was told we have 30 days to cancel with no recourse. We cancelled all the services within a week for different reason (Boardband was one speed, The phone contract wasn't competitive, boiler cover clause actually didn't cover much) as a result it didn't make the Elec & Gas cheaper so we decided to cancel all. Then the fun started, they point blank refused to send my Elec & Gas back to the last supplier, they blocked the transfer. They gave me a few different reason, no meeting reading, some IT issue, they wasn't sure or I could only go back as a new customer, which in fact is against the Ofgem 14 day cooling of period, as a consumer I have the right to revert back within 14 days as if I never left. UW disagreed, they didn't reply to my compliant letters, I had to raise my compliant with the ombudsman to get this situation rectified (My compliant was upheld), and it's still not over! as part of a erroneous transfer they have to wipe my account clear, as my old supplier will bill me for this period, I've asked UW twice when I will receive my refund, dispute they promise to reply within 48 hours they have not. They also tried to bill me for the services I cancelled after 3 days, I've called so many times, as you have to call different numbers for different service!! it's not worth the hassle!”

Helpful Report

Posted 1 year ago

“What can I say about this company. Well, ever since I joined them they never once got my bill correct (per month). Even though I was putting in my energy usage into their app like they asked me to. Then I was told they'd rectify the mistake thr following month but I needed to pay the current bill or it would put me in 'bad credit if I didn't pay'... I left them on Sunday 30th April after 8 months of incompetence. I sent the the readings in writing and photographic evidence. I phoned them 3 days after sending the readings and they confirmed they'd recieved the readings and photos. And said they would produce a bill to these readings and that would be my final bill with them and how sorry they are I'm leaving. I had to bite my tongue and stop myself from having a go at the person I was talking to, as it isn't their fault they work such a useless company. Because I had made a complaint about past bills I was passed into to Sobia Begum of the Escalations Department, she seemed fine on the phone at first, she offered me £25 as a 'goodwill gesture' for my issues as long as I redrew the complaint. When I said I wouldn't redraw it just because they offered me a bribe, I explained that if they was to do a better job with their customers they wouldn't need to offer 'goodwill gestures' so I asked for the complaint to go higher than her and to keep the money offered. I recieved a bill for Mays usage (Junes bill) for £729.78, considering I'd left then in April and I'd paid what I'd assumed to be my final bill, so i phoned them yet again, finally got through after about an hour. Was put straight through to Escalations Department. Spoke to a gentlemen called Gordon (Head of Escalations) he informed me. Said how sorry he was with what I'd gone through and offered me £35 as a you got it 'goodwill gesture' for my issues. Even I said to him can you see on your system when I ceased being a UW customer, he said 'yes on Sunday 30th April'. I then asked him can you see if my readings for April where inputted into the system and if he could see the photos I'd sent and the written readings. 'Yes' I can see them. I then asked why I'd recieved a bill for Mays usage when I lefted them on the 30th April and for figures way over any usage I'd ever had. When I say way over, I mean 1988 unit of electric and 403 units of gas. In the entire time I'd been with them I hadn't used those amounts of units in the 8 months for both combined.. on average I used 100 to 150 units of electric and 30 to 40 units of gas per month. I worked away a lot. He looked at the Mays usage and said 'I'm baffled as your figures were imputed but it looks like someone has edited them after you had put them in on the app and after the written and photographic proof had been confirmed by UW'... he said he would investigate it straight away and would call me back within the week. That was 2 neatly 3 weeks ago and I've had no call. But I have had an email asking for the £729.78 to be paid immediately or risk having bad credit. Tried phoning them numerous times but no one answers. This company are a joke and should be shut down. If I was able to give minus star rating I would.”

Helpful Report

Posted 1 year ago

“I have been with the company just over a year and all I have been doing is calling them every month. They say they are giving me a good will gesture but it's not it's compensation for poor service. The customer services reps always seemed helpful but the problems were never resolved, direct debit not taken due to receiving £25 good will gesture, or the government help scheme caused problems with the direct debit. No communication regarding the debit their incompetence was causing. When I challenged the debit they kept saying it not a debt because your on the priority scheme. I explained just because they didn't call it a debt didn't mean it was. Ended up with me getting my direct debit to increase from £170 to £350+ then £450+ per month for the last 4 months. I have now left and returned to octopus. My final bill was £9860+ I called today to pay it and was told that I had a credit on my account of £180, why was this not attended to my account to reduce the debt. UW did not provide me with a cheaper energy bill, there systems are floored. Very poor service.”

Helpful Report

Posted 1 year ago

“Avoid at all costs, as per many others in the reviews, they do nothing to correct problems. In my case, the initial opening Gas reading didn't fit with the reading supplied by Bulb Energy, and as a result, instead of accepting the photographic evidence of my meter, they placed me in a loop of nonsense support (I even took it with a copy of the days newspaper so there could be no dispute on when it was taken). There is absolutely no point calling or emailing them (other than to log the attempts as evidence) as they simply ignore all facts, including the Ombudsman findings against Bulb to resolve the meter issue. I am now 6 months into my contract and still on estimated readings as they will not accept any evidence, and paying +1000 units more than I should, hence my monthly debit is significantly inflated. The support department have no desire to help and will pass you from one dept. to another with a promise that "they might be able" to solve the issue. My recommendation is to log everything and open an Ombudsman case as soon as the 90 days period is up, then at least you will have a shorter period of time before they find in your favour and force their hand. Such a shame that these dictator utility companies do as they like.”

Helpful Report

Posted 1 year ago

“Please, just avoid this company. We were excited to save something to join them, but the opposite became true .. Our bill increased 3times more, they don't give you opportunity or chance to increase direct debits month by month .. Having 2SIM cards with them also, most of the time didn't work properly. One of those SIMs wasn't in use already 2 months, but will get extra bill in next 2 months to fill up their pockets despite the number was cancelled months ago. Not talking about customer service .. Disaster, nightmare. Everyone giving different advice, when you need them. Please just avoid and spare yourself from anxiety and nonessential drama. Life isn't already easy. This scammers should be banned.”

Helpful Report

Posted 1 year ago

“I have been with UW since they first started bit the bullet and had smart meter fitted. Fitter forced open meter cupboard outside (standard cupboard usual meter cupboard key small pliers or even turn with fingers). Door now does not shut properly and opens at slightest breeze. Left all empty boxes and the broken lock in my garden after passing 2 very large bins outside and kitchen bin Called told to wait 10 days from fitting before they would deal. Rang would call me back. Never did although according to them I never answered calls even after giving land line office number which they were calling whilst I stood in reception without phone ringing!!!! They offered £40 and apology but I would not be able to fit new door if door still available if it’s not new cupboard would need meter to be taken out. I refused offer so insulted me with £15 goodwill gesture. This has taken over 5 weeks and many calls by me to them. Because I will not accept their offer told me to go to ombudsman as we have deadlock. Apparently their fault my problem!!!”

Helpful Report

Posted 1 year ago

“Diabolical customer service, they ignore complaints completely, even when the complaint is regard breach of contract and failure to provide ANY of the services contractually agreed, furthermore they will charge you in full for the Priveledge. Be warned.”

Helpful Report

Posted 1 year ago

“I have been a customer of UW for over 25 years ,never had any complaints . Appox 2 years ago my smart meter went wrong I e-mailed UW about it, but it was a first generation meter and none avaiable, 2 years later and 5 e-mails later there are still none available and none to replace it with, MY advice Dont have one of their SMART METERS”

Helpful Report

Posted 1 year ago

“Customer service is none existent Left them now for another supplier only to be sent a more expensive bill which I paid. Now there saying i owe double for two weeks worth! Utter disgrace, threatening balifs etc do not use this company they are a scam/fraud. Just found out ofgem fined them before for overcharging customers looks like there still doing that! They blame it on opening metre reads which I paid the extra already for no way on earth do I owe them £451.66 for two weeks worth now. Will fight this matter all the way scum.”

Helpful Report

Posted 1 year ago

“We have moved into the property 3 months ago and you have failed to create an account for me ddespite me sending you documents 10 times and calling you 2 times a week for the last 10 weeks for 1.5 hours and talking with a maximum of 7 different people in one phone call, you have miserably failed to open an account and bill myself for my property.In the mean time you have kept billing my landlord for the period which has created unncessary complication and misunderstanding and headaches requiring 3rd party intervention. This has eventually made my days and nights terrible and caused severe mental health complication. Eventually you have still not been able to create and account and bill on my name and I am not able to take it any further with you and would like to request you to cancel my account. I will make my own arrangement with the landlord. Please cancel my account and remove me from any direct relation with Utility Warehouse as soon as possible. On request of my landlord someone called me yesterday to confirm the cancellation and kept me in the phone call during my working hours for 35 minutes and still was not able to cancel it and then the phone call dropped and no one called me back. This is a complete harassment!”

Helpful Report

Posted 1 year ago

“Beware this company is a scam, set up a direct debit with them and got overcharged and sent bills which are not even mine. Been emailing and calling them for almost 2 years to switch to a smart metre, but nothing happened. Phone calls take hours but are not helpful. Charging over £20K for 5 months !! and they threatened to inform debt collecting agency. Avoid switching to Utility warehouse!”

Helpful Report

Posted 1 year ago

“Inept morons, I have been sending my meter readings on the 21st of the month since opening my duel fuel account. A member of staff has just told me to send readings at the end of the month or they will estimate usage. How is that so when they have all the readings of actual usage? They are totally inept. I intend to change suppliers ASAP.”

Helpful Report

Posted 1 year ago

Utility Warehouse is rated 1.5 based on 443 reviews