Review Time
I couldn’t receive the account name information needed to set up my Smartweb account. I had to call and manually get it, which took ages. The person I spoke to explained there was an issue with sending the correct information.
The problem was they used the wrong opening meter reading. When I provided my closing bill from EDF they then requested additional readings and photos over a two-week period.
This implied I was being dishonest and the readings I’d been giving them were incorrect.
It took two weeks for them to respond to my email about the opening reading issue. This is a poor start to a new contract and the people who recommended them Bionic seem completely unaware of the problems.
AVOID AT ALL COSTS - they are thieves - happy to take your money and rip you off, but no sign of the refund they owe me since November.
Absolutely appalling customer service - AVOID!!!!!!!!!
Really, don’t know where to begin. I was offered a rate that was increased…then someone came back with a cheaper rate? Then I accepted it. Then another rate which was cheap than that and it went on for a bit…I get these new contracts to sign ✍️ then got in touch to say, what’s going on? a lady called Barbara sorted it as my aunt was dying and I had to go state side. Then the original young man who ripped me off calls back with an aggressive attitude....you couldnt make it up! Then some other woman and they’re aggressive and threatening me!! To this day I’ve no idea and absolutely hate these people. They’ve shown ignorance, lack of loyalty, dishonesty etc…I’m still in mourning but will sort when I’m stronger but would NOT recommend
We have been shocked by our dealings with this company after moving into a property where they were the main electricity supplier. It took multiple attempts over several weeks just to open an account and have the supply switched to residential.
During this time, we were billed over £1,000 for what was normal domestic usage, including a charge of £534 for the period from 1 October to 3 October alone.
This issue has now been ongoing for almost six months, and responses to our emails have been few and far between.
Based on our experience, this is definitely a company to be wary of whether you are a business or domestic client.
It looks like others have had similar issues when trying to make changes to their accounts.
I was unable to register for an online account because the welcome email did not include the account number. Helpdesk navigated to the account using my other information and took me through the registration steps in a straightforward and courteous way. Also quick response to my phone call.
AVOID AVOID AVOID AVOID. This company mis-sold me the contract with a significant incorrect consumption and did not provide me any explanation of the terms of the contract. I am now take them to ENERGY OMBUDSMAN and we will take it from there. Please avoid them like a plague if you don't want to ruin your business.
Quite literally the worst customer service I have ever received. I transferred to them from British Gas Lite via LOVEEnergy and the tariffs were good, on 11/10/25. I had my first bill from them on 5/1/26 where they had made the assumption my initial meter reading was ZERO - it was actually 5559. So what should have been a simple solution of correcting it once I sent them my British Gas bills - has been a never ending set of emails and phone calls with various people called Mathpelo and Athpelo, who cant recall anything. They have taken £1900 of my companies money and seem incapable of refunding or even accepting this. I cant wait to see the back of these people.
As landlords, we rented this property to a new tenant on 8th September 2025. The transition between tenants was brief, so we expected our experience with the service to be straightforward, but it was anything but.
The initial 'welcome' email we received lacked an account number, preventing us from setting up an online portal.
On 7th October 2025, I emailed all necessary documents to the support team, but they were rejected because only the original account holder was registered. This became clear only after I followed up by phone the following week.
We then went through the hassle of calling and registering my details, and I resent the documents to the support team on 19th October.
On 15th December 2025, I reached out again since our tenant hadn't been contacted to open an account, nor had our account been closed. The issue was supposedly escalated to the validation team.
Our tenant contacted us again on 6th January 2026, stating that no one from sales had reached out to discuss rates, and that the service does not answer calls.
What kind of business would find it acceptable to deal with such difficulties in account management? It’s ironic that you respond to a negative review on a feedback platform faster than through any direct communication method!
I had a very disappointing experience with this service. I joined only 10 days ago, and received an odd bill claiming I used 345 kW during that time. In reality, I haven't used any power since my shop is still closed. I've canceled the direct debit and am moving to a more reliable company.
Terrible service – steer clear. We’ve been in conflict with them for three years. The ombudsman has instructed them to apologize and provide compensation. Communication is still lacking. They haven’t resolved a meter issue after nine months. They might respond to this review claiming they can't identify us, yet advise against sharing details here! We are a small legal firm in a coastal town. Quite the puzzle!
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SmartestEnergy Business is part of the UK’s leading purchaser of independent generation and supplier of renewable electricity. We are 100% focused on the energy needs of small-medium businesses and to date have helped over 100,000 customers to control their costs through low electricity and gas supply prices, free smart meter technology & dedicated customer services.See more
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