Shell Energy Reviews

I needed to change my email address. Even though I had to wait a long time in the queue the assistant was very nice and quick to do the request. The name of the assistant was Samir M.

This review relates to Shell Energy Broadband.

Whether corrupt or incompetent (it's genuinely hard to tell) my mother's Post Office broadband was taken over by Shell. She then upgraded, with Shell sending a new router. So far, so good.

Shell asked my mother to return her router and promised to send packaging. The packaging never arrived. My mother chased on a few occasions and was promised return packaging. Again it didn't come.

Shell then charged my mother £35 for not returning the router. She called and explained, the staff were very apologetic and promised to (a) cancel the charge and (b) finally send return packaging within 5 days.

You've guessed it-the packaging didn't arrive. After 2 weeks, my mother called to be told that the charge for the router wouldn't be refunded until my mother sent back the router... which she has and is ready to send... but for which they won't send the packaging.

Basically, Shell are setting up a catch 22. Send the router or we charge you, but not acting to allow return of the router. Which is either massively incompetent or utterly corrupt-we will see as, if Shell do not refund my mother's money, I'll take them to the small claims court.

After an initially shaky upgrade, Shell worked to ensure my mother had better broadband, suggesting a semblance of professionalism. That they have proven themselves to be so unprofessional and rotten over the return of a router is, at best, disappointing.

If you're thinking of Shell Energy Broadband, please look elsewhere.

Edit: Sara, in response to your below, I have tweeted and have just DMd Shell Energy on twitter. I'm very keen to discuss.

Spoke with Amina K to reduce my monthly payment as it was set to way above what I was using. She was very helpful and made the change without question. She also picked up an ongoing query that hasn’t been resolved. Only gave 4 stars as Shell could have responded to my ongoing query more quickly.

Dhruv was extremely professional and knowledgeable. He handled everything in a very easy and straightforward manner, and was relaxed and friendly at all times. Thank you, Dhruv.

Just called shell energy, what exceptional helpful service, spoke to a lovely lady called Cindy, who was professional, helpful and sorted out my issue.

Kerim St was very helpful and polite.

I've been having an ongoing issue with my account since March and month in month out I've been contacting the team to try and get this resolved and the response has always been 'it will be resolved by your next bill'....4 months on it never was (hence 4 star instead of 5 star)
I called today and spoke with Shaheen whom was extremely helpful and resolved my issue there and then, she knew whom to contact to get the issue resolved and was very polite and courteous (High Praise)...why couldn't everyone before be like that!?

I contact Shell Energy to register and get the Gas Meter removed for renovation of my property. I found them very helpful and the date for Removal is aranged. I found the online team is the best to use. Thank You

I spoke to Tanya who was very helpful . She was friendly, understanding and sympathetic to my problem. I am very pleased.

I dealt with Kerim S on the chat, I objected to Shell automatically increasing our monthly payments from £211 to £329 and said we'd rather keep an eye on our debt ourselves and increase payments as we see fit. I offered to increase the monthly payment to £250, and Kerim did this immediately. He explained the increase but also said he understood my concern and desire for autonomy as a customer.

Helpful customer service over the phone for my final payment

Great assistance provided by Amina A on the online chat. She was very helpful.

Hi Sent an email regarding my Direct Debit payments for my gas and electric with Shell energy…I explained my concerns and Irma called me this morning and reassured me about my worries. I was quite surprised at the quick response and very grateful on how Irma dealt with the situation. Thank you so much Irma ?

Trudie was simply brilliant! Dealt with all my questions professionally and courteously showing excellent knowledge and also compassion - a rarity with many companies at present. These people who undoubtedly have to deal with some very challenging clients in the current economic climate should be entitled to some of the profits that they enable these companies to continue making. Thank you Trudie.

I spoke to Aleem to sort out my new tarif and direct debit. He was very helpful, knowledgeable, friendly and courteous. I was very grateful for his efficient assistance.