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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“Overcharged me 3 months worth of broadband in one go”

Utility Warehouse 1 star review on 18th November 2022

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Posted 2 years ago

“Furious with Utility Warehouse. They grossly overcharged me on my October bill it seems to me they've used the government discount to falsify meter readings. I was hugely overcharged and do my meter readings monthly, their reply was monthly meter readings and I already do that! It seems a con to get you to get a smart meter but the wiring in my house is too old. Following countless emails they promised I'd be refunded in this month but no yet again grossly overbilled me and the meter readings I sent in have totally been ignored and they have just used increased estimate readings. Totally illegal!!”

Utility Warehouse 1 star review on 13th November 2022

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Posted 2 years ago

“Very difficult to speak to anyone or get a response to emails.”

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Posted 2 years ago

“Firstly the prices are ok but don't let this fool you. On 26th August this year I submitted a simple request online to have my electricity meter relocated (and upgraded due to granny flat being built). No one got in touch so I submitted again. Nothing. Since then my wife and I have called customer services on a weekly basis (at first – now almost daily) to ask for this to be booked in. Nothing has happened. 2 months after the initial enquiry I was sent a form to fill in. Completed and sent immediately. My wife was told verbally the relocation would take place on 10th November, which was when we had UK Power Networks booked to complete the upgrade. Having been told we’d get email confirmation we didn’t, and since then I’ve had to call numerous times to ask for this. Now I’m told I’ll get a call in a few days to say if it can be done or not (too late). I’m being caused immense stress knowing that we could be completely without power indefinitely because of UW’s failures. If I call in the evening I’m told there are no engineers to speak to. If I call in the day customer services is too busy to take my call. I’ve spent up to an hour on hold more times than I can count, even when I’m at work. I couldn’t escalate my complaint today as the complaints team were too busy. Apparently they might call me in a few days (in my experience probably not). If UW don’t attend the upgrade/relocation we will be charged by UK Power regardless. I feel we’ve been utterly neglected, and treated with contempt as paying customers. It feels like company policy to just ignore customers. Two and a half months of no action whatsoever, and failed promises.”

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Posted 2 years ago

“We moved into a house served by UW. I gave opening readings which UW ignored, they even claimed their wrong figures were a customer reading! Took many emails to get it fixed. We've now left and they've billed with wrong figures for the closing reading but claimed it was a customer reading again! To top it off they sent an email threatening to involve debt collection over a DD payment that has already left my account!”

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Posted 2 years ago

“We’ve been with UW for years. We have a huge house and need best deal out there.”

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Posted 2 years ago

“Since 17.10.22 I have been in regular contact with Utility Warehouse in an effort to get my gas and electric services switched on with a credit account payable by direct debit. Ten days later all they've done is pass me around the different departments, mostly manned by incompetant staff who do not have a clue which department to put me through to. I had tenants in my house who moved out owing UW in the region of £2000 in unpaid energy bills, so UW had prepayment meters installed in order to recoup some of their losses. Trouble is they did not seek my consent to gain entry to my property. They told me they had a court order granting them access. It would still be considerate if they asked me if I minded. But my real beef is that over the last few days I've been fobbed off and misinformed numerous times but still get nowhere. They wanted proof I was who I said I am and that I was now able to take over the bill paying, so my letting agent emailed them to that effect. Not good enough they wanted documentary evidence in the form of a council tax bill or end of tenancy inventory. So my letting agent sent them the latter. Then they sent me two emails telling me my prepayment meter cards were posted and on their way. So I phoned them to ask to be switched to direct debit whereupon I was transfered from customer services to the moving in team, who upon listening to my same repeated request advised me he was transferring me to customer services. I tried to contest this but off I went back to square one. So the gentleman there then told me they couldn't set up direct debit as they needed my council tax bill. 1 hr 40 minutes wasted on the phone. So after work I tried again when the customer services lady listened to me and promptly put through to someone else who told me she couldn't help as this was not her depatment and that the right dept whoever they are had gone home at 5.30 so nothing could be done tonight. I will also add that I raised a complaint last week but the complaints team who spoke to me once are not returning my calls, and the same applies to the general management. I can honestly say that I HAVE NEVER HAD A WORSE CUSTOMER EXPERIENCE IN MY WHOLE LIFE.”

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Posted 2 years ago

“Salesman and lots of bills”

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Posted 2 years ago

“This used to be a good company...however they have recently sent an invoice to my son for nearly £3500 out of the blue, this for a small 3 bed house and over and above the usual direct debit. Nothing on their "system" about his complaint even though a recorded delivery letter was sent to them along with emails and phone calls made. Told him the meter must be faulty and they would send an engineer...nothing. I would strongly advise to think carefully before signing up, he has now involved Ofgem and the media to try and get the matter resolved.”

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Posted 2 years ago

“Been a customer since August now October to today made my third complaint are they all idiots of just those who I connect too!”

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Posted 2 years ago

“Robbing people blind I'm on there vulnerable people list and threaten me with adverse credit unless I paid them my last 10 pounds,to last me a week check your bills people”

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Posted 2 years ago

“Awful company avoid at all cost! They promise things will be done while speaking but must put the phone down and forget all about the conversations. Keep giving estimates way over the top have ignored my emails as well as the meter reading I sent in and made one up Gave a false reading to my previous company claiming I had read the meter when I hadn't? Emailed me yesterday to say they'd ring me midday today now 630pm still waiting. I shall be leaving ASAP when companies start taking on new people! Be warned so stressful!”

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Posted 2 years ago

“I don't get the bad reviews, I'm having a fantastic experience with UW. I've taken all services and everything is great! And I love the cashback card.”

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Posted 2 years ago

“Terrible customer service. Last email I got from Sandra just took the mickey. Sort the problem I have got, never assume it has been fixed. IT HASN'T. I refuse to wait on hold for more than an hour. I will be leaving UW at my earliest possible moment.”

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Posted 2 years ago

“Why has my kw price for electricity went up from 30p to 41 p when the cap is set at 34p, and sending estimated readings when I have sent in the meter readings, absolutely shocking company.”

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Posted 2 years ago

“Ive been a customer to Utility Warehouse for 14 Yrs I feel the foundation as disappeared on the customer service aspects, 4hrs over two days on hold and I gave up in the end, unbelievable.”

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Posted 2 years ago

“Don't trust this company it has reached Rip Off Britain that says it all”

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Posted 2 years ago

“Does anyone actually work at Utility warehouse? I moved into a new house and they provided the gas and electricity for the previous owner, I was trying to get through to someone most days to activate my account for 3 WEEKS! I was left on hold for 45 minutes each time I rang before I gave up. Got through occasionally to a person but they still couldn't help me and just transferred me again to hold for another 45mins! I gave up after 3 weeks and contacted Octopus who I used before, they apologised for the long wait (which was only 15mins) and they sorted everything out for me there and then which was super simple and great customer service. I now have a bill for those weeks from Utility warehouse to pay (which is fine) but I can't talk to anyone to actually pay and can't do it online as my account number isn't valid. I am currently on hold again (40mins so far) but if they want my payment they can knock on my door as this is an joke! Never use this company!”

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Posted 2 years ago

“Just joined 3 weeks ago landlord of 4 properties broadband still does not work cant get through to customer service”

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Posted 2 years ago

“Worst experience I've ever had dealing with customer services.”

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Posted 2 years ago

Utility Warehouse is rated 1.5 based on 443 reviews