Pure Planet 

only just joined, do not know yet.

The ratings here are misleading as there is another Trust Pilot entry for Pure Planet which is full of recent poor reviews (9 consecutive '1 Star' ratings since 20th August 2021), apparently logged in the wrong place by mistake but clearly referring to the Pure Planet energy company (not health food retailer), see Trustpilot reviews for pureplanet.com

I mistakenly posted the following rating there:
Switched to Pure Planet in early August. Provided opening reading verified with photograph and second reading in September as requested. Then got bill that completely ignored both lots of verified information provided and was horrified to see that my account now shows a reading of 6000 more units than the energy I have actually consumed to date. This equates to over £1300 of energy. I am extremely anxious about my early experience of Pure Planet and have zero trust in the company

Response to 20 September reply:
PP's reply makes no sense. My previous supplier sent me a final bill on 3rd September based on the photographically verified final reading I provided to PP on 16 August. A final payment based on that reading has now been taken by them. I remain mystified therefore why PP would issue me a first bill on 13 September (10 days after my final bill from the previous supplier) which ignores both the verified reading I supplied and the second reading I sent in as requested on 11 September. There is no point in asking for readings if you do not intend to use them and it is insulting to customers not to include in their account information the readings they have provided. The estimated reading for energy consumption between 13 August and 13 September is way in excess of the information provided to you on the actual electricity consumed during that period and PP has no evidential basis for the over-inflated estimated figure it has used. I can only conclude that PP's motivation is to maximise its cashflow at the expense of its customers, which is suggested also by numerous negative Trustpilot reviews posted for pureplanet.com (but aimed at PP energy company) which indicate an aggressive policy of trying to increase direct debit payments when they are not justified by consumption evidence. Based on current news, PP will quite likely go bust in the next few weeks. I want my accurate consumption information to be acknowledged, verified and acted upon before I face the inconvenience of having to switch to yet another energy supplier.

Keep away. Initially they charge you very less but when you want to leave they send you a huge bill with bunch of lies that the meter readings were not accurate.

I’m in the process of switching from Pure Planet, though I’d have been happy to stay if they had offered me a competitive tariff when my fix ends in a couple of weeks. Currently they are offering me just one fix at double my annual current cost. Even the variable rate (pre October rise, and no longer available) meant a considerable increase in cost. I fully expected to be paying more for my energy in the coming year, but not £1400 more! So, I have found a couple of suppliers with fixes at about £300 above my current cost. I’d definitely consider coming back to PP in the future, and to anyone thinking of giving them a go, I’d say you just need need to know you’re signing up for a service that is managed via an app, and that communication can be slow, but like no frills super-markets, that’s why we got a good price.

Absolutely shocking customer service. Followed their instructions when switching, took a month to get our remaining credit back. When we finally got it back after being told to keep the direct debit open they took another payment, offered a pathetic compensation offer of £10 then refunded the remaining credit owed without any compensation or even an apology. Quick to take your money not so quick to hand it back. Disgraceful company, would not recommend.

Awful communication.
I am trying to move supplier and have hit a snag. I need to talk to or email someone but all I’ve got is a ‘Chatbot’ and 24 hours later I still haven’t got a reply.
It’s now Friday evening and they’re closed over the weekend.
Hugely frustrating.
Be warned. If you sign up to Pure Planet and have a problem you’re in trouble.

And in response to Pure Planet I’m afraid having to wait days for a reply is just not good enough really.
I’m sending messages to two other suppliers at the moment and both are getting back to me in hours - at the most.
Please get rid of the ‘Chatbot’ and introduce a human element to proceedings. It would make customers feel as if they’re actually being listened to.

Communications are a problem. At the request of Pure Planet, Magnum have been here to install a smart meter on two occasions. However, they engineer can’t establish an internet connection. He says I should refer the matter to Pure Planet. I have sought to do this through the Bott system, but that goes round and round in circles, with no evidence anyone is understanding the query. Also, I have an agreement to feed in spare electricity from my photovoltaics, for a payment. How am I going to do that? The Bott system of which you are so pleased provides no answer. I need to speak to a person. I am prevented from so doing. Alan Leech

Really easy switch, everything went according to plan and the communications are good. The only thing I do not like is the difference in the summer dd payment versus the winter - I would prepare to have an even spread acorss the year, hence marked down one star. But other than that all is good. I now even have a smart meter, which I've been trying to get from my other providers for years!!

Simple and easy to switch. App is clear and concise. Great to know that all energy is from renewable and sustainable sources!

Switched from pure planet,I did close my direct debit too soon BUT paying my final balance is an on going nightmare there is no customer service at all they give you instructions that are not on there app/ website! Now I understand why when switching the star rating for customer service is so important! You will never be able to contact them be aware!!! A AUTOMATED REPLY ON TRUST PILOT TOO!!! SET UP CALL BACK FOR TODAY , RANG I SAID HELLO CONFIRMED IDENTITY AND THE PHONE WENT DEAD WAITED FOR CALL BACK BUT DIDNT HAPPEN. SET UP 2nd attempt CALL AT 11 STILL WAITING AT 1.TIME WAISTERS.
You did not reach me a short time afterwards!
I rang you back after being cut off and got an automatic response stating go to bot and start the whole process again .
You finally called me today days and days after your failed attempt and I completed my final payment by speaking to as member of your collection team . After too many attempts.

So far it has been a smooth experience. It would be more appropriate to review it in 3 months though.

I usually jump around energy suppliers but Pure Planet have been the most consistent for the last 3 years.

We switched to Pure Planet a few months ago now and have been absolutely stunned by how great the experience has been. Switching was an absolute breeze, and we were recently contacted by them to say we were overpaying and they will reduce our Direct Debit and refund the amount we'd overpaid by. This was the exact opposite of our last supplier who tried to increase our bills almost every quarter and would hang onto our overpayments for months, even years. They're also considerably cheaper than our old supplier and providing meter readings via the app couldn't be easier. Will be recommending them to all our friends and family.

Switching to Pure Planet was so easy to do on line, No phone calls, just had to submit a couple of photos of Meter Readings

Appalling communication, plain rude and disrespectful.

Good so far. App useful and easy to use.