Sumo Omdömen 

Poor customer service. Rude behaviour and lack of an escalation management team. The Customer service representative refused to transfer my call to the supervisor and disconnected my call.

Brianna was very clear and listened well. She helped me with numerous things including changing plans and setting up an online account. She was fantastic.

Worst customer service ever seen I don’t recommend it to anyone!
Unfortunately spent 2 years with them👎🏻👎🏻👎🏻👎🏻👎🏻👎🏻

This is old, but I've been seeking the right place to warn people online about my experience with Sumo Energy. I switched to SUMO a couple of years ago after leaving another energy company I'd been with for many years - since their inception.

All went OK until about this time last year (June '23) when I received an e-mail with a "by the way - we're increasing our rates". They didn't exactly put them in the e-mail - but just provided an attachment.

Now, I was already expecting a 15-25% kwh rate increase due to the media surrounding power prices and hoping it might be a little less. But I wasn't expecting a 104% kwh (single rate) increase. They more than doubled my cost! Thinking it must be a mistake I tried to contact Sumo in their "Australian Call Centre" to check this and see if I was on their best plan. Over several days and many attempts, and many hours 'on hold', I gave that option up. I looked for an e-mail address - no luck anywhere on their site or indeed on Google! No messaging, and nothing else I could find. So I just switched to a far, far better deal with another energy company. (This was quite easy since the were pretty much ALL much cheaper than the doubled rate!)

I wanted to give SUMO some feedback, and composed a lengthy letter - but even the e-mail address I managed to dig up on Google for their Sales division came back with: 'unmonitored - you won't get a reply'. I doubt they have a complaints or customer retention section! I figured it they were that disinterested in their customers, so sending it by snail mail would be a pointless exercise.

As a result of such frustration, Sumo aren't anywhere near being included on my list of potential power companies and I just want everyone to know how much time I wasted trying to ask them how they justify a 104% increase?

Clearly they think people are stupid and won't bother to review prices - the so-called 'loyalty tax'. They're not alone - most of the companies are now like this, but I wanted to warn people who are looking around for the best deal. It's unlikely to be with Sumo, and you're unlikely to be able to contact them if you have any problems or queries. So just be careful and maybe get quotes from some other energy companies before you switch.

After raising my concerns about the change increase to both my electricity and gas, they compared the current plan I’m on with the new rates and were able to save a little more than what the increase would have been. Therefore my bills will remain similar if not a little less than I have been paying, thank you Sumo for your help.

Sumo customer service was excellent, advanced notice of rate changes, call center wait time were acceptable, waited 1 minute~. The Consultant (Kaylia) who took my call knew her stuff, spoke clear English, and the language I can understand. All of this translates to great customer experience, easy to say words, hard to do. Well dome Sumo, you've got things right.

The account manager went out of her way to help

Electricity set up 12 days after requested date. Internet still not set up well over 3 weeks later... When I said I've had enough and am not waiting any longer for internet, they are charging me a cancellation fee for something that never even started.... Asked to speak to someone higher up about this and was told there is no one higher up. This company is fraudulent and have no care for customers what so ever

A very informative consultant answered all my questions.

excellent service , the consultant was efficient, helpful, understanding and knowledgeable of all products. I was very happy with my experience with your Sumo staff.
Greta work

Customer service is as amazing and very helpful, they offered me great rates for electricity, gas and internet!
Would highly recommend this company.

Only downfall is they don’t have an app for user friendly knowledge about how your are tracking with your gas and electricity, but I do foresee that this will be something they can hopefully build on to become more than just great deals, but with user fri madly apps to help track your usage (if electrically metered).
That is my only reason for scoring it a 3 out of 5.

If they become a bit more tech savvy I would definitely recommend a 5/5 review.

bigggest thieves i have seen no respect treat u like rubbish over charge you have spent hours on the phone they hang up on you DONT GO TO THIS LYING MONEY GRABBING MONGRELS you will b sorry

Fast phone response, good intro to customer service, very helpful information to each of my queries. Customer service lady could not have been better! Very happy!

Keeping prices down
1st time ever I have received a credit on my electricity account fair enough I have received qld rebates before but never been in credit
Thank you SUMO 😊 🙏

The girl was very friendly, polite and made me feel at ease. Excellent customer service.