Pure Planet 

Very poor customer service. And to be honest, I feel cheated and lied to. I have been waiting a month for them to sort out where I am up to with my credit. I was told it would take 2 weeks, after two weeks I was told exactly the same thing and told it would take another 2 weeks. Still, 1 month later I have heard and seen nothing. I really get the feeling they are lying to me and in reality, they don't have a clue what they are doing and they certainly don't give a damn!!!

I am coming up to the end of my first, and final, year with Pure Planet. I have been chasing them since April over a meter which I believed to be fault. I jumped through hoops to get their attention, and they finally agreed to send out an electrician in August. Instead of installing a check meter as instructed, he installed a brand new meter; an error they admitted to. They said I could wait 3 months and they would do a comparison in usage, despite my contract ending in 2 months time. I carried out further checks of my own, and discovered my meter reading continued to increase even when the electricity supply was switched off. After receiving no support from Pure Planet and seeking out an electrician myself, I have found out that my electricity meter is linked up to my neighbour's supply, and vice versa. So, I have been paying for my neighbour's electricity (in excess of 3000 kWh) for one year, instead of my own (1209 kWh). He said he could not understand how any electrician could have missed this, e.g. the electrician Pure Planet provided who changed my neighbour's meter. I have reached out again, and again, to my assigned Pure Planet advisor, and received no response. My building management have reached out to Pure Planet, and received no response. To top it all off, I now can't even switch away from Pure Planet because I have an open case with the Ombudsman, which they advised my to create as they did not want to help me themselves. I cannot even comprehend the lack of customer service you will receive if you switch to Pure Planet. Their fixed rates are above average too, even in the current crisis.

Don’t even go there.
We have been with pure planet for 6 months now. Nothing has gone right since switching, we have been trying to get in touch with them on what we class to be quiet an important matter regarding our meter.
We have been told we will get a call within a week from send an email but as yet we are still waiting.
So if your looking to switch think long and hard as you can NEVER talk to anyone in person it only a computer generated response.

Best energy Company I have ever been with, easy to use app and they regularly review your account and refund any overpayments or adjust your payment so that it covers any underpayment. I've been with them over 3 years now and my sister and mother are also happy customers.

Pure planet messed up opening gas reading so now previous supplier thinks they’re owed £1000s and subsequent bills are still showing estimates based off wrong opening reading despite my submissions.

Stay Away-If there was a 0 star then I would have given that score. this business (Pure Planet) still owes me £89.80 and will not respond/ acknowledge receipt of my complaint. disgraceful behaviour, PP you should be ashamed

I wish I had read the Trustpilot before I chose Pure Planet. Not being able to talk to someone on the phone is abysmal customer service. I switched to a new supplier on 31 July 2021. Pure Planet decided to take another two direct debits of £192 each. The first on the 2nd August. The second was as late as 1 September - a whole month after I switched. How can they justify that. When I complained they refunded one payment and the second refund is still in dispute. They are saying it was refunded but the arithmetic says otherwise. I have complained numerous times and been told senior managers have checked my account and they don’t owe me anything. It looks like it will now go to Ofgem but I am 100% convinced I am right I might even go to the County Court so that they have to pay me and legal fees.

Appalling customer service. So bad it is worse than non existent. They tried to close my complaint as resolved so I have pointed out they have not dealt with any of the three aspects (one being the complaint about the poor customer service which they have not even acknowledged). It is impossible to speak to anyone which may explain why they don’t understand why they are so bad and what the complaint is. Poor business model to have.

I’m amazed they are rated well in such as Which. Do yourself a favour and do not get your power supplied by Pure Planet. It may be this was historic stuff which got a good rating in Which. Currently they are appalling and it would seem some basic open resource research on the internet shows that to be consistent mediocrity.

Whilst the power was being supplied and bills paid you have no interaction. At the first point of needing to resolve an issue there is little engagement other than a woefully inadequate watt bot. Once it goes wrong they are completely inept.

I’ve regularly moved power suppliers due to price comparisons. I’ve experienced a lot of them. I’m actually leaving Pure Planet having to pay some more but it will be worth it!

Pure Planet has been great for us. We jumped away from eon because of their vagueness, loads of misinformation and unexpected bills of hundreds of pounds. Pure planet have been the total opposite. They are fair, transparent and care for the environment. Highly recommended.

I switched from the really excellent So Energy more than 3 weeks ago, based on price. I wish I hadn't. Pure Planet's customer service is non-existent, the app fails to give me the correct opportunity to submit my readings, and the whole business hides behind a wall of inefficient technology. 3 weeks in and I'm still waiting to be contacted. My advice: go elsewhere.

We have been members of Pure Planet for quite a while am not sure how long but it’s been quite awhile from our old residence to this one in Auckley,
I have not come across anybody else who could hold a torch up to PP,So easy to get along with and no worries whatsoever and I can’t see us changing suppliers if l was scoring points for PP I would give them 60 out of 10 no probs..Here’s to many more years of PURE PLANET Service….

Been over a week now since our meter jumped around 4,000kWh in one month, after they took the smart meter readings, causing us another £500 of account debt!

I suffer GAD and this is causing me such distress and concern that is affecting my sleep. They finally emailed me 4 days later on the Thursday and I have heard nothing since sending them the evidence.

The fact we cannot speak to an actual person via the phone is ridiculous, and the long wait times between responses is unacceptable when you are threatening someone with financial burden.

UPDATE: I have sent numerous emails and evidence 11 days ago and still heard nothing back. I will be going to CAB and the Energy Ombudsman as I feel this company are acting in bad faith. PLEASE DO NOT USE THEM!

Moved into a new flat that had pure planet. Almost impossible to switch off of. Blocked all our attempts for months, support was next to useless and takes weeks to even reply.
6 months later and we still haven't managed to close our account. Tried multiple times to get PurePlanet to give me a final bill, multiple emails and phone calls to no avail. They reply faster to a negative review than their own support email

I am disappointed I can’t speak to anyone and no one responds to my complaint nor will they transfer funds back to me sitting in their account despite 6 messages sent to them - there is no telephone number to speak to anyone so I can’t get anywhere with this company.

I find the company very good and the bills are clear. The only problems I’ve had are the reading of the meters. We are elderly and find it difficult to do, so I got in touch to get the company to read them for us. They came once then the next bills were estimated. I got in touch again and I now have the meters read every month. I know it’s been a difficult time due to Covid so I would say that overall, I’m happy with the service we receive from Pure Planet.

SO FAR -- so USELESS!! Its obvious from other comments this "energy supplier" is not professional -- I am in the middle of an energy switch- they were recommended by ENERGY HELPLINE (Maidstone) who pass the buck back to Pure Planet all the time -- I have now written 5 emails and NO ANSWERS - they are seemingly hopeless - i have written to the CEO Andrew Ralston--their website is crap - glitchy and doesn't work correctly- (i am using expensive iMac stuff etc) asked for a switch- entered it and weeks after nothing had happened- I then re-contacted ENERGY HELPLINE- Maidstone who originally recommended these goons--- They emailed Planet again - got another SWITCH - this time the switch worked (???) But tne tariff is huge - NOT the one I wanted and I could not enter my bank details....I wish I could charge these useless companies for all my UNPAID time wasted on chasing them to do their work correctly...CAN you give NO stars??

Pure Planet have stolen £181 from my grand daughters bank. She didn’t even give them her bank details, they got it from someone else

PURE PLANET HAVE ACTED IMMEDIATELY CANCELLED THE DD AND GIVEN MY GRAND DAUGHTER VERY GOOD ADVICE
THANK YOU

Pure planet "called" to tell me my direct debit would be increased. I'd normally be ok with that but they let the phone ring twice, put the phone down and then spammed out an email informing me of the change.

It's then impossible to speak to a real person - everything is done online.

Really dishonest practice to pretend to call someone with no intention of giving them time to pick up.