M&S Energy Reviews 3.858

Ghengis was very helpful today, seemed knowledgable and I feel like I’m getting somewhere. Getting onto the octopus intelligent flux tariff has not been easy

Couldn't fault Ocopus Energy, they are just perfect.
All there customer service handlers are so helpful, they make you feel at ease, valued and mostly importantantly, they actually care and look after you.
Just amazing and I would never go with another provider again.

As ever....fantastic customer support. I did not have to hold on for any time at all and was put through to a charming young man who helped me out. He put a smile on my face.

After failing to install our brand new oven citing incorrect fuse ampage I was told m and s electrical works be in touch to discuss but I've heard absolutely nothing since. We've been charged £120 for this failed installation to which we have so far not been refunded and after having to employ an electrician to come and fit it who told us there was absolutely nothing wrong with our electrical set-up!
I've sent 3 emails which have not been answered and gave up on their customer service phone number after ridiculous waiting times.
Really, really poor service and zero aftercare. We didn't even receive a warranty card with our purchase and Neffs official site doesn't recognise the model number.

I spoke with Amy on 2 issues, she was most helpful and sorted out everything for me.
Cannot praise their customer service enough at Octopus.

I have to say that being with London Power is absolutely excellent, the whole experience is way above what I have had previously with other energy companies monthly what you are paying and your spending on energy, it works seamlessly and very smoothly, if you need anything the staff are very helpful and knowledgeable

My experience with London power was superb. Great customer service outshines all the rest. Well informed always answer the phone. Good old fashion service. Will never move

I am a 72 year old pensioner. Live on my own, in a one bed flat. I have just had a forecast bill of £117 per month from 1/4/2023. I pay £50 a month Direct debt already. I spoke to a man called Lewis, he was Patient,Knowledgeable, Helpful and Positive. Lewis went beyond the normal duty of a call handler and worked out by hand, my individual costings as I had only been in my home for 2 years. The system forecasts your bill over the past 5 years . Hence 3 years of other people bills. My price has come down from £117 to £84 approx. What a brilliant customer facing analyst Lewis was. He is an ASSET to his Customer facing TEAM!! God bless ya Lewis.

Great to have telephone contact (Sophie is amazing )She explained my bill i made a payment that was affordable -This is the best customer service and tariffs by far (Compared to others they actually make life easier not harder )She should be having the managers job & Bonus and paid Holliday 11 🌟💫out of 5 Sophie !Hope the CEO reads this ...

M&S energy is the best company I have been with the customer service is excellent and i would highly recommend this company

Nothing was to much trouble for the young man who answered my call. He was helpful friendly and kind. Thank you so very much.

Over the past year, I consider M&S Energy's 'customer experience' to be less than fulfilling. My account, A-1F1A513D was recommended to me several years ago by a good friend in Octopus Energy's top management team. On her assurance and for several years I couldn't fault M&S (Octopus by any other name) for their service and attention to detail, whilst keeping me aware of current tariff changes etc., etc., but this didn't last and more recently, I have had to involve my Member of Parliament, not once but twice as a result. So bad did it become, I was forced to make an official complaint to the Energy Ombudsman Ref: EG180110-22 and earlier this month, they upheld my complaint. The complaint process itself was used as an excuse to do nothing but now it has been finalised, surely that avenue of avoidance is closed?

I have no intention of seeking my energy supply from another company, nor am I asking for any financial recompense - you were after all highly recommended - and although there will be some of your team who no doubt simply consider me as a 'nuisance customer', let me assure everyone this is not the case. My account with you has always been held in good standing and all I want is to be able to access my account online, be billed correctly (as was before), see my direct debits actioned correctly and see an improved level of good customer experience in the future. Over the past two months, I have been unable to access the M&S website to check my account, bills and/or payments - information that in the current climate should be available to allow any customer to check these vital statistics at any time.

In response to my previous emails on this issue, I received assurances from Harry Worrel, a team manager with M&S that I would receive some telephone assistance within the week and despite several more attempts to get this promised assistance - nothing! I have now used your Facebook page to see if a little publicity through social media might help and have had an assurance from 'Jack' that he has escalated the matter (again) to your Executive team - but we will have to wait and see if this has any desired outcome.

I have had to seek assistance from many people including Graham Stuart MP and John Tomlinson the Energy Ombudsman who will rightly be sick and tired of my many copied pleas for assistance, and despite this personally addressed email, I doubt my message will be brought to your direct attention and I may have to seek the intervention of the national media, but at least, this serves as a record of my contact and difficulties for any future interested party. Let me close by adding that two members of my immediate family were employed by M&S some decades ago and always spoke highly of your commitment to the customer. They and many others must find it sad a once proud name on our high streets and abroad, no longer aspires to that call.

Today, however, M&S Energy has informed me that they are opting out of the energy supply market to concentrate on their retail service w.e.f 31st March this year.

I remain,

Ian Dewar

Excellent service from Zara at M&S Energy. Admittedly I hung on the phone for 10 mins to get through ( Not her fault) but once I was connected my issue was resolved in 3 minutes and a confirmation e-mail received almost immediately. Prompt, professional, friendly customer service. All one could ask. If only all representatives/ companies could be this way

I would leave zero stars if I could. Sick to death of emailing with no reply to ask for my bill despite having a smart meter for my electricity. It seems to me that because I’m in credit on my account that m and s / octopus think that I don’t need a bill to see what they are charging me for every month. The worst energy supplier I’ve ever had. Do not be fooled into signing up for this joke of a company. I will be changing supplier as soon as possible.

I have had reason to call Octopus Energy on several occasions and each time I have been delighted with the response and attitude of the customer service team.
The latest call was no different and Ghengis was great to deal with.

Genghis was extremely helpful and was able to answer all my questions to my satisfaction.
He was patient and polite throughout the call.

Phoned up M&S Energy to enquire about my account. I spoke with a guy named Ghengis he was very polite, helpful and explained all l needed to know clearly. Excellent customer service.

I was alarmed to see our monthly statement showing our account as several thousands of pounds owing. I phoned M&S. The call was answered straightaway by the very helpful Yvette, who quickly found the issue. My fault entirely, I had entered day and night readings incorrectly. Yvette corrected the system and I was provided the correct billing the same day. Yvette was very efficient and informative, and followed up the call by email.

Had meter readers call although I have a smart meter, called to check if they were from Octopus but no one has got back to me although they promised to call back, also emailed and no response, I am a pensioner and very worried I might be being targeted by a conman.

UPDATE

If my meter has been read surely it must have been registered!!!!

They have a ‘refer your friends’ link for you to send with a money offer to split between you and the person you refer but they don’t actually offer this scheme. It is being advertised fraudulently.

To the response: I’m fully aware it is not available , my issue is that you still advertise that it is! I’ve checked again this morning and it is still showing the scheme!