M&S Energy Reviews 3,858

Sophie from Octopus Energy replied to my email fairly quickly (not easy for energy companies at this time). She was able to deal with my concerns re increasing my direct debit and for that I am extremely grateful.

They used to be absolutely brilliant. Until recently I would gladly have given them five stars. But something has gone badly wrong. It may now take up to two weeks to get a reply, and the reply may not answer your question. It's not even clear to me that M&S is actually still an active partner. Emails sent to M&S are answered from an Octopus email address.

Something is going wrong with the time it’s now taking for your team to produce bills. Past experience was speedy now it’s taking a week. I promptly supply my readings when requested previously my bill was emailed within two days. I spoke to someone today and the response was because gas readings have to be transposed into KWh it’s taking sometime to do this. A lame excuse I suggest this is merely a simple maths calculation that a piece of software can function in nano seconds. There must be a more feasible reason for the now delay in bill production,just tell your customers the reason. Moved to Octupus long ago as Which magazine keep singing your praises.

I recently changed address, fortunately I asked Octopus to move with me! Wrong Information from old supplier to the address resulted in a massive Bill but Oman from Octopus has got it sorted for me quickly, such a relief !! I would highly recommend Octopus for their customer service

Current monthly direct debit £79/month ends 17 June, new direct debit £200/month absolutely appalling £600/quarter. Where do you think people are going to be able to pay such a huge hike? This shouldn’t be allowed to increase customers billing well over a 100% shame on you.

Why is the fixed rate far higher, when in previous years it’s always been the better option?

Prompt and Polite
I transferred to M&S Energy/Octopus Energy just over a year ago with absolutely no issues.
In the past month I have emailed the Team with my queries regarding my meter readings at the end of April and on all occasions have receipted prompt and courteous replies.
Thank you Ellie S and Ziggy H. The little things makes a big difference.

I have been with M&S Energy for some while now and when I was moving home everything was set up an organised in my new property without any problems or fuss.
Their tariffs are very competitive and easy to understand.
Any questions that I have had have been answered promptly and have been very helpful.
I shall continue with M&S Energy because I have been very satisfied with the service and wouldn't hesitate to recommend.

We have been with M&S Energy for two years and have experienced no problems. Find their service excellent in all respects. I am sure that at sometime in the future the cost of gas and electricity will become affordable again.

To be honest this is simply a review about the help team of Octopus Energy. We have been trying to get our solar panels connected to the grid and for a provider to take over the admin and it has been a painful 6 months. Big tip - ask who is taking responsibility for connecting you to the grid since once the panels are up, (spoiler alert) no-one - you have to do it yourself -including providing evidence of certifications via various online forms.

Anyway, The help team have been the only exception to this - they followed up without being chased and helped us fill in all the forms required while being unfailingly polite and understanding.

Dave C

Today, 11th May 2022, I have received an email from M&S Energy in which they informed me that they have estimated my electricity meter reading on or shortly before 11th May 2022 as 22,537 kWh. This was apparently based on a meter reading taken on 10th April 2022 of 629 kWh. If true, this would equate to a consumption of over 684kWh a day, or over 28 kWh for every one of the 24 hours of every day. This is impossible as the company fuse would never stand this level of load. I checked when my Smart Meter was fitted and was assured by the engineer that the company fuse was rated at a modest 60amps. The reality is that my total consumption in the whole of April 2022 was 108kWh, and in May 2022 to date, a further 51 kWh. A grand total of 159kWh. Presumably I have just experience one of the less well known advantages of having a smart electricity meter.

‘The grass is greener’

After much concern regarding the increase in cost I looked for a cheaper provider … I found one.. I went back to M&S before I’d even transferred.

New people did nothing for a month, demanded a deposit then told me it would take two more weeks.. SORRY! I have spent more time on hold to the ‘new people’ in two weeks than I had spoken to M&S in a year.

The panic in cost was my only reason and honestly I regretted even trying to find a new provider. M&S have always been Patient and understanding with payments when some things don’t go to plan. Liam is a fantastic member of their team sorted my concern and made me feel better about the worry and honestly they might not be the cheapest but the most efficient .. Yes

You pay for the entire service you want people who know what they’re doing when it goes wrong. Not people you can’t get hold of

You might pay less elsewhere but for the customer service, reliability and general company I am for the foreseeable future staying put.

Excellent customer service. Genuinely a caring company.

James was a wonderful help today, stress free and a pleasure to deal with. Thank you James!

Spoke to Aman at Octopus Energy co. What an outstanding ambassador for the company. Resolved my queries.. kept me updated during the way and didn’t give up until they were resolved. Cannot speak highly enough. Thanks Aman ***** 5 stars from me.

All brilliant, easy and reliable, the best

I spoke to a chap called Lewis who was immensely helpful sorted out my monthly payments quickly and efficiently. I feel very reassured excellent customer service can’t fault M&S energy

Found this company gives me what I call good honest value,with no hidden extras . Easy to contact and website that I can understand and navigate through

I have used M&S Energy from their launch. Always found them competitive and very easy to deal with. As prices are rising crazily I have looked elsewhere for a better deal, but cannot find one. This has actually always been the case over the years, so once again I will be staying with M&S Energy.

I had been with British Gas for years but I would get so frustrated when trying to contact them with queries ( and there were many !! ). However since switching to M&S energy I have had not a single problem getting through to them and their service has been the best I have ever received from any company. Hence renewing my contract with them.

Excellent service. I’ve been with them years and they have always been really helpful whenever I needed any support. Easy and fast communication via email. I will never switch to anyone else and highly recommend!