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

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

“Absolutely ridiculous… second call today and all I want is to join my energy monitor to my meters which they state in the letter will take 2 minutes. Thankfully I am not the CEO otherwise the customer service team would be replaced swiftly. Reputation is hard to get back once it is lost and these reviews paint a terrible picture of UW.”

Utility Warehouse 1 star review on 23rd May 2022

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Posted 2 years ago

“It is the worst running business in England and honestly,1 star for their rating is too generous!!! In Feb 2022 we contacted this company .For 1 month they could not install WiFi,they sent us about 7 sim cards,every time previous one was cancelled because of some issues and miscommunication in their system. We spent about 15 hours total on a phone with their call centre. And they still couldn't arrange their staff to come to our house and install WiFi!Eventually we get fed up and cancelled a contract with them.Even cancellation process took 3 hours on a phone...Even after cancellation they still send us sim cards and now they sent us outstanding bill of 89£ for a services that we never used!!!Honestly it is shocking. Unprofessional horrible service.”

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Posted 2 years ago

“In a matter of a few months the four utilities I get from UW have gone from costing me £80/£90 a month to the latest bill of £145 which I can’t afford to pay. The cost of the gas alone for 2/3 units is £61.50! This is a company going down the drain and I would say to anyone to steer well clear. I would change energy supplier but can’t do so at the moment, even Compare the Market is not doing price comparisons. I am more than happy to add my name as I don’t give a damn about offending these rip off merchants. My name is IAN PYE.”

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Posted 2 years ago

“Would give them a minus score if available stay away at all costs Fooking joke spent 1hr 35 mins waiting for someone to answer regarding debt left by my tenant to be told if I don’t go with them for my energy they will send the debt Recovey to the property and force entry and turn off so I can’t get energy from anywhere AVOID AT ALL COSTS”

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Posted 2 years ago

“Zero stars awarded to the worst energy company.. Time wasted trying to sort my account....cannot pay my bill.. 1 hour 10 minutes waiting for customer service..what a joke.. Nobody to speak to.. I am finished with these clowns!”

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Posted 2 years ago

“The pitch they use to switch you is "if we can't provide you with cheaper bills, we will match what you're paying now". I wish it was true. Once they have you, there are all sort of reasons why they cannot give you the price promised. Then comes the after sales service. After realising I was being charged for a service that I had previously cancelled and was not using, it took two calls totalling four hours for me to get through to someone who could help. Thanks goodness I came across Chris who tried his best to sort out my problems, but UW customer service is painful.”

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Posted 2 years ago

“I am only with this company as I can’t change at the moment no one is doing sign ups, I’ve have been trying to get through to customer service since 1st of March and only got answered on the 1st of may thats 59days later!calling every day and emailing and just waiting for an hour 2hours etc and then they f**king cut my gas supply off leave me with no heating, or hot water 24hours now and I told them I got kids they DONT CARE! And then they send me a bill of £948 wtf, oh and on the first of may I told them I got kids because they asked me questions etc. So if u want to stay sane do not I repeat DO NO JOIN THIS COMPANY”

Utility Warehouse 1 star review on 12th May 2022

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Posted 2 years ago

“Down hill over the past three years. Terrible service overall. Would not reccomend”

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Posted 2 years ago

“Appalling service on closure of account. Mothers house was sold, mother was in a care home, not at all well. As her son with POA I advised of change of ownership of the property and tried to close the account. Despite providing copies of POA, one month later after numerous communications UW are still unable to action and provide final bill. Mother has died in the interim and still they have not sorted. The responses are appalling. Every other service provided sorted the House sale with one simple telephone call. I raised a complaint and was told would get an answer within 5 days, 13 days later still not sorted and even though I have raised complaint they ask me to contact via their main contact number which takes usually 30 minutes for someone to answer. They have no customer service ability at all and no empathy to the situation. Quite simply appalling at this very emotional time.”

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Posted 2 years ago

“This review is about the boiler and home cover. The value for money here isn’t very good. A boiler service costs around £60 so that’s around 3.5 months of payments. If you call to report any other issues in the home - electrical or drainage for example - they’ll charge a £50 excess and call it an emergency claim. You’ll end up paying more out on the other 8.5 months of payments as well as ‘excess’ so it’s not really worth it in the long run plus the premium goes up after the first year so I wouldn’t bother. Probably best to put that money into a savings account for when these things go wrong.”

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Posted 2 years ago

“Avoid! Past 2 years they have gone downhill. Don't waste your time!”

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Posted 2 years ago

“Avoid this bunch of scammers especially a man called mel from avonmouth cook street who recommended this bunch of con artists really who in there right mind would want to switch to this cheap ass scammers utility warehouse what a joke saved by the bell”

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Posted 2 years ago

“hold 1hour and 10mins absolutely disgusting, I'm in the process of moving disabled and have no time for this, you can barely do anything online your so outdated i would probably be better off going to Bedrock and asking Fred Flintstone to sort it out. I've had enough now ended the call and will try again in the morning. I will not be taking UW with me number 1 I cant and number 2 why would I, avoid like the bubonic plague if I was you.”

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Posted 2 years ago

“I've moved in to a new house where uw is the supplier, I've even got a welcome to your new home letter from uw. But when I ring as requested to set up payment details nobody answers when I'm being transfered to the moving house team and I've tried several times now and while I have spoken to operators they can only put me through to the moving house team, who don't answer !”

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Posted 2 years ago

“DO NOT USE - We moved house and UW were the providers for the last tenants. Between the date of 19th February to 5th March (17 days) we apparently used nearly double of what we now pay with Octopus. They also split our bill over 2 payments rather than just giving us the closing. I will NEVER recommend ANYBODY to use these guys and I hope that everyone can swap to a different company.”

Helpful Report

Posted 2 years ago

“Utility warehouse Sept/oct time family want some help ask me to do a training call and potentially sign up for a new supplier of my gas electric broadband landline number and mobile contract On the 17th October 2021 i joined utility warehouse ‘As a guide, once we're able to proceed with your application, it typically takes 5 - 15 working days to set up Home Phone and Broadband services (depending on whether you need a new phone line),’ Brilliant! I had a phone line already at the property therefore expecting a smooth simple transaction The app changed a few days later saying i was going live on the 1st November ! 1st november email sent no reply 2nd novemeber online chat 36 mins apologised and informed it will be on within 24 hours they can say its all live 4th november during the busiest time of my year with my business i first called them to say i still didnt have a working line i was still managing to bounce off talk talk for my connection They arranged an appointment for a specialist team to come to the outside of the property and fix the issue within 5 days 34 minute call and online chat sanphi and rasheed were who i spoke to and the first time auto compensation was mentioned that i would be entitled too so far four days at £8.06 for my troubles also given extra compensation of £20 as way of an apology for the first few days of their service not being up to their standards 8th november after receiving text on the 7th to say engineer was due i had to call to find out why i still didnt have a wifi connection or phone line 21minute call they cant give me an answer try blaming it on talk talk and make out i need a whole new phone line which they tell me they will sort out as soon as possible i had to call back again to get my appointment on the 10th november 12 minute call 10th nov receive a call at 8am from the engineer who was in a different town at a different address completely and because it was wrong in the system they couldnt do anything and i couldnt have an appointment with them that day which is funny because my router and bills and sim card all made it to the correct address prior to this appointment So i had to call again 47 minute call to be told the engineer and the address were infact wrong and they would send someone out again but this time to do the ‘simple swap of wires in the green box to make my wifi work! This was jodee the second person to promise auto compensation of £8.06 per day until i was connected he also added an additional £18.90 compensation for my wasted day for the engineer at this point i asked to have my cooling period used and everything cancelled i was assured to the auto compensation and told it was more worth me staying and waiting it out with the £8 per day than move again 15th November I call again 31 minutes still no line still cant tell my why now saying they need to do a whole new line after speaking to talk talk whilst i was on hold and blaming them again promised in the next few days id get an appointment for an engineer id need to be home and take time out from work to see the engineer 19th november text to confirm installation of new line on the 23rd november between 1-6pm 22nd november reminder text of appointment tomorrow with changed times of 8-1 for engineer followed by another text for phone line installation between 1-6pm At this point ive had to make sure im home all day 23rd november the day is here finally illl have internet ! Or not… engineer does a new line tells me it will all be sorted and leaves few hours later still no wifi so i call them 1hr 18minutes cant tell me why but i cant be turned on straight away takes days takes time please wait for it to go live promised it will go live finally on the 1st december 2021 angela added £25 extra compensation as i yet again asked to leave and have all my account closed i was assured i would be looked after the auto compensation would surely make me feel better knowing i get £8 a day whilst they cant sort it i again let them get away with it 1st december busiest month of my year aswell mind you and 1 hr 53 minutes on the phone my telephone line went live ending 330 but nothing else! They raise a query and try to get my internet expedited i again ask to leave i am assured by auto compensation and told its not worth leaving this close to xmas when i m going to get this compensation next month as it will be in my end of dec bill 2nd december get a text to say they will send a request to attempt to expedite it like stated 24 hours previous! Also got an email to say their working on resolving my issue ! 3rd december another text to say they have expedited it and an engineer will be there on the 6th december to activate my fibre another 3 more days 6th december we finally go live after 35 days of no connection !!!! 12th December email enquiry about my compensation received their automated email answer but never received an actual response 24th december am. Email received from them saying their sorry were leaving and my active lines etc would be cancelled!! Had to call on christmas eve and ensure this wasnt the case for them to tell me it was an error… i was furious to have to call at christmas when i wanted to spending time with family and friends i told harriet on the phone i would call back in jan as my december bill still hadn’t changed to include my automatic compensation and i refused to have money taken out my account for a line i didnt have in nov. At this point i informed her id be cancelling my direct debit and id call back in January to get what i was entitled too she completely agreed knowing they were in the wrong wished me merry Christmas and told to call back mid jan it would definitely all be sorted and reflected on my account by then. 24th jan 49 minutes online chat as i was working to chase my auto compensation as it still wasnt showing on my bill i was assured it would be sorted within 7 days 9th Feb i had to call back again as id now had jans bill which still didnt include my auto compensation! 1 hr 26min call went through 4 departments told them all the story top to bottom all agreed it should of all been sorted assured they had raised with the right department a complaint at my non added auto compensations and again palmed me off when i tried to there and then just cancel and leave and fold me it would all be worth it and they understand completely where i was coming from i was extra angry as they cut my wifi and mobile phone service off due to non payment yet every person i spoke to is telling me not to set up a direct debit until the compensation is added otherwise they will try taking the lot out of my bank wifi and mobile instantly reinstated with all the apologies under the sun promised it would be sorted within 7 days 19th feb called again 54 minutes still nothing been done no one could tell me why the compensation hadnt been added and why i was still getting letters threatening me so they put a hold in my account till the end of feb so they could sort it all out and my services wouldnt be affected until my compensation had been added 28th feb 1 hr 22mins phone call still had nothing change on my account still no compensation still getting letters been cut off again im instantly reinstated and apologised too im passed to the tech department who listen to my story and put another hold on my account for two weeks and say it will be sorted and someone will call me to confirm this in the next few days once credits were in place and account was sorted out 17th march ive been cut off again wifi and mobile so i call again my wifi is reinstated mobile im told takes 7 days (still waiting 13th april) now saying they cant do it even though they promised me profusely that they wouldn’t do this at this point i ask to be put through to the complaints department ive asked for this many times before but this time they do put me through and a complaint is opened ref.031120 told i will get a response within 2 working days as the weekend was due please allow 4-5 days 31st march had to be reinstated on my wifi again! Still no news on mobile now told they have had to go back to 3 mobile for the phone number and this could take 7 days 1 hr 59 min call spoke to two people and then asked to be put through to complaints after 49 mins holding for complaints to escalate my complaint i was cut off to no avail 1st april called them back again told i had a case manager called sabah best in the business dealing with my case please give her two working days to catch up and call you 1hr 8 min call i took their word and awaited the call 6th april still no call back 1hr 54mins on hold for complaints and i got hung up on at 3.30pm Recalled at 4.38 another 1 hr 8 mins was then offered a call back why was this never a option before? 10 mins later they called back from complaints department 30 min call mostly in hold whilst he was trying to work out what was going on and why sabah hadnt responded at this point the case was escalated told id have a call from her within two days spoke to steve 11th april still disgusted i havent had one response i told them they had 24 hours to get my case escalated and my 25 day old complaint seen to otherwise id blast it over social media and go to the ombudsman and trading standards gave them till noon on the 12th april 53minutes 12th april at 11.15 i finally on day 26 of my complaint and 6 months after opening my account i finally got my call back to which to my disgust the 33 minute call was entirely script read she wouldn’t talk to me like a human she didnt care about my hardships they issued their final stance of £100 which i declined they offered it anyway as a credit even if i went to the ombudsman so at that point i asked for a deadlock email as they are now retracting every promise made to me in recorded phone calls since november 1st please see pictures its an interesting read where they blame industry standards open reach talk talk my old suppliers (who interestingly i was told by a uw worker are their suppliers too?) and even training issues! Bottom line: - [ ] Should of gone live on the 1st november - [ ] Was waiting 35 days for a connection - [ ] Promised £8.06 per day for them 35 days for 6 months by every person i spoke to in every department i was passed around too - [ ] Billed incorrectly for 3 months for two phone lines - [ ] Billed for a line i didnt have in november - [ ] Ignored and been made to feel like im invisible and as a customer i dont matter - [ ] Spent 19 hours 45 mins on the phone where im calling you for your issues you should be calling me about - [ ] Had an interrupted service for 4 months even though i was promised this wouldn’t happen - [ ] Had my escalated complaint ignored for 26 days - [ ] Extra wires in my home i still dont think i needed in the first place - [ ] Threatening letters and bailiffs for funds you knew were being withheld since december 24th for my compensation that you all promised i was being given - [ ] You say i owe £450.95 i make the correct number -all your errors and promises £176.89 ive included sabahs £100 because i think im well within my reasons to ask for the £346 in total compensations i was offered + £200 goodwill gesture for the last 6 months and for a multi million pound business what you offered was insulting sabah has therefore paid £100/£200 of that goodwill gesture meaning i owe you in total £76.89 which i paid today before sending my email to the ombudsman to the get the rest credited to my account and at that point as i have offered all along i will reinstate my direct debit”

Utility Warehouse 1 star review on 13th April 2022

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Posted 2 years ago

“The only way to close an account with them is via telephone...the problem is they don't answer the phone. See other reviews too. Literally wasted hours with these clowns.”

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Posted 2 years ago

“customer service is bad I've been with them for 12 years and never had this sort of problem before been on hold for 2 1/2 hours to sort out a meter reading got cut off once and had to start again when you get through to someone they say transfer to someone else on hold again for another half hour ! no rang me back either, still on hold as i write this !!”

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Posted 2 years ago

“They don’t answer the phone, service is dreadful..I’m changing supplier”

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Posted 2 years ago

“Avoid ..very unprofessional I have been with them since July 2021 and they have overestimated my usage by 1500 pounds!! then to get my money back after agreement on the amount and 200 pounds deduction of all the extra usage on my bill they kept my money for another 3 months and further deduction of 375 pounds for service I have never used and refused to get my money. very unprofessional customer service waiting time to speak to anyone on average 1 hour and they give you mixed messages and false security that they know what they are doing”

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Posted 2 years ago

Utility Warehouse is rated 1.5 based on 443 reviews