"Still awaiting welcome pack..."

I moved into a house supplied by Bristol in September and, with everything going on with the market, I've been unable to change suppliers. However, the previous tenant said we should have received a welcome pack by the time we arrived, and we didn't get anything in the post. I called up 3 weeks ago and after 2 days finally got through to someone to provide our opening meter readings and set up an account. We were then told a welcome pack would come in the post with our tariff info etc too, but we're over a month into living here now and still have heard nothing. I've emailed twice too with no response.

"Really good service and transparency in…"

Really good service and transparency in relation to prices

"If you are thinking about switching to Bristol Energy.gy…"

If you are thinking about switching to Bristol Energy, think again. I have been trying to resolve a non payment problem for months. My bank confirmed I have made the payment but this shambles of a business never answer any emails or phone calls. What they do, is issue threatening letters saying I will receive a "visit" if I do not pay within 7 days. They have now responded by asking me to phone or email them. I knew this was a going to be a waste of time and was right. Customer service is hopeless, they never answer the phone and emails are completely ignored. They talk a good game and as long as you do not expect them to resolve any problems, you will not be disappointed . The are not interested in customers beyond taking their money and in my case they are trying to take the money twice.

"Customer Service where are you"

Started with Bristol Energy a couple of months ago and for some reason the meter readings for day and night were transposed. A simple correction you might think but oh no. Phoned 3 times and waited over 45 minutes per time for the phone to be answered. Eventually sent readings and problem description by email over a week ago, no answer so far. Today I rang at 10:00 and requested call back 1500 and still waiting call back. At present I am running day time electricity but paying the night rate, but shortly I will be using night time and paying daytime rate. As this house uses a 20kw heater using 75kw overnight I will be unable to switch it on until this is resolved. Customer service is abysmal

"Avoid switching to this company at all…"

Avoid switching to this company at all costs !
I switched over six weeks ago and have regretted it ever since. The follow up emails for the switch never arrived as promised and I have now sent two general inquiries about Installing an Isolation switch weeks apart and no one has had the courtesy to reply. The phone is Impossible as you just cant get through to a person to talk too. Bristol energy - if your staff are working from home then you are failing your customers as it clearly isn't working ! No Customers means no Business which means No Jobs -Good Customer Service should comes first !!!

"Absolutely appalling customer service"

Absolutely appalling customer service.

You are forever waiting if you call them - in my eyes anything more than 5 minutes is unacceptable. Obviously they are not employing enough staff to cover the call centre

When you email them, you very rarely get a response within 10 working days - again not acceptable.

It would make people's lives easier if you had a Web Chat that people could discuss their issues.

We've now sold this property, so hopefully I will never have to deal with them again.

It's an absolute shame when a terrific company like Igloo cease trading who had excellent customer service and we get left with companies like this who are bottom of the pile when it comes to customer service

"Worst customer support in the world (Updated)"

Extremely poor customer service. I cannot get Bristol Energy to respond to my emails or to answer the phone about our credit refund. This hasn't been returned in the given timeline of 10 working days. I even tried the call back facility yesterday to no avail. At the moment I have been on hold for over an hour and a half and there is still no sign of my call being answered. The clear lack of customer support is an absolute disgrace.

Response to Cara's response :
I have indeed since spoken to Bristol Energy regarding the refund, but that doesn't mean that I am now in receipt of the credit refund for supply which finished around 20th August. I have been told that 'the cheque is in the post' although it is stated on the website that this refund would be made to my bank. I have still a couple of days to wait for the 10 working days to expire from the ridiculously late time point when they claim to have issued the cheque. I am waiting agog to see if it actually arrives. In any case, Bristol Energy moves at the pace of a drunken snail moving through treacle, if at all, and does not adhere to its stated policies regarding the mechanism for the return of credit refunds.

Will keep y'all updated.

15/12/21 : Update 2

And of course, the cheque wasn't in the post. They'll whinge and whine about 'high volume of calls' and how they are short-staffed but if they did simple tasks in a timely manner (i.e. 2 weeks), they wouldn't have so much work ... and if 'industry standard' is 6 weeks as 'Cara' responds, then Bristol Energy have now missed this by 2 weeks and counting.

... and all these 'Invited Reviews', do these people actually exist or are they 'customers' that Bristol Energy manufacture for review purposes with the odd bad review thrown in for authenticity ? They are certainly people who haven't dealt with the company recently.

"Very poor customer service on the…"

Very poor customer service on the phone.
Tell something on the phone and then send e mail overruling it. Refunds are delayed.No response to the complainants.

"Very good customer service."

A couple of months ago I had to renew my contract and of course the tariffs had all gone up but the lady I spoke to was very helpful and I was able to fix on a tariff that wasn't as high as I thought it would be.
I am always pleased that Bristol energy is there to speak to customers and they are very helpful.

"Increase in Direct Debit"

Direct Debit increased from £150 to £205 per month
Personal Projection calculated by Brisol Energy is £2112.54, this is £176 per month, I am £558 in credit.
I have sent an EMail to Customer asking thrm to expand more fully on the increase