Powershop Reviews 

1 hour and 16 minutes waiting on hold until I decided to give up. Worst customer service experience of my life. Have been a customer for 7+ years and everything has gone downhill since they changed their app, I am so frustrated and disappointed. The new app is completely broken. My power bill went up by over $100 for this last month compared to my bill from last year, same dwelling, no major changes in our activity, if anything we're at home LESS now because I don't work from home any more. I would avoid these guys at all costs.

started off well Good low monthly bill and then went up nearly $50 a month. All they could say was Power goes up in winter. I don’t have a heat pump I shower at the gym I live on my own. I should not be paying $170 a month. seven months with Power Shop and I’m ready to leave.

I switched away from Powershop after ongoing issues with billing clarity and slow customer service. My final invoice showed a credit balance, but when I asked about the refund process I received no reply. The final email they sent was also confusing, stating that a “new customer” was taking over my address on the wrong date, even though I had simply switched retailers. The app is unclear, pricing feels unpredictable, and support responses were inconsistent. Overall, the experience was frustrating enough that I chose to leave.

Overcharged me without an explanation and now I've been on hold for over 40 mins! Terrible experience, switching companies ASAP.

I rang powershop last week and was on hold for 1 hour and 15 minutes. They answered and put me on hold for another 5 mins then it only took 5 mins to answer my question. I will never get that time back. They don't offer call backs either. Today I had to ring them again and I've now been on hold 20 mins and counting. Customers service is not a priority for this company

This level of service is disappointing, no response at all, either email or phone call

Powershop used to be superb. Fantastic customer support, competitive pricing and a well designed intuitive app for access. However. A redesign of the app losing all of the formers charm and usability and somehow making contacting them nigh impossible has made the company obsolete. From pretty much the best to useless in a matter of months.
Well done to the bosses at Powershop. You must be so pleased.

I understand power rates have risen… but this is insane.
Last year 10 May- 9June cost us $328 for 803kWh, This year (same period) it cost $302 for 620kWh. Only $26 less for almost 200kWh less seems so wrong…
Just because companies don’t have to charge low user rates anymore (or are phasing them out) doesn’t mean they have to stop, pure greed.
I can’t use my heater or have a hot shower without worrying about the cost.

I have been completely happy with Powershop until now. Ever since they changed the app my account has been chaos. They have used a wildly inaccurate estimate when they have real time actual data, my history has disappeared off the app, and the metric they say they use to calculate the estimate does not equal the estimate they charged. My power bill has tripled without any increase in usage, the amount owed showing on the app is ridiculously off the actual amount I owe and I am confused, baffled, ad very angry about all of it. I have tried calling but can't stay on hold to wait for them. Have now emailed, but will continue trying while I look for a new provider

Switched to Powershop last year as they promised cheaper bills. Our bill nearly doubled in May for no apparent reason. When queried, it took Powershop 3 weeks to respond, only for them to blame the increase in line charges. When this was challenged, they then stated our power usage had increased and quoted some numbers that were completely different to what was showing in the app. Once this was challenged, they suggested our meter was faulty, but I had to pay to get this checked. Avoid this company at all costs. They lure you in with cheap promises, then ramp up their costs within 6 months with no explanation as to why.

Terrible. Randomly received an email saying our property was removed and we have been cut off. We were $700 in credit so we were not behind on payments at all. Took over an hour on the phone on hold to speak with someone.

Cancelled and moved to meridian.

Power shop is a joke.

I've been with Powershop for coming up to 10 years. Never a problem until now. I have always paid by automatic payment from my credit card. Each month, a charge would appear on my credit card. Worked perfectly since it had been set up. Recently, Powershop created a new app. What they didn't do was tell customers paying by credit card was that your details were no longer in the system and you had to add them again. That meant that without knowing, your account could go into arrears. If that wasn't bad enough, it feels like it's IMPOSSIBLE to contact customer services. Email sent 5 days ago has not been responded to. Telephone and you wait for ever. The call is not answered and there is no indication of how long the wait will be, all while listening to a horrible jingle that cycles about every 30 seconds. It feels like it's impossible to contact this company's customer services which is a nightmare when you have a problem you cannot resolve without their help.

Terrible customer service.
They make you wait more than 20 mins on the phone
They don't answer live chat , just say for days on end they're called away to an emergency.
They tell you you have huge overdue bills and won't explain nor answer phones to say whsts up

I like the app and the pricing is reasonable, but my app recently stopped working and no longer recognised my email. Tried resetting five times...... didn't work. Rang the 0800 number and listened to annoying music for 22 mins - no answer. These people don't seem to be responding to all their negative feedback on customer service - I'm another poor score I'm afraid - do better powershop.

Ive been with Powershop only 2 months and ive already left. Their customer service is terrible - wrote to disputes and was advised I would hear back within 7 days .. 12 days later not a single response. Theit online chat at 2:20pm "You have reached us outside oprating hours which are Monday to Friday 9am - 5pm" or "Unavailable". Their standard peak rate increased 28c from 1 month to another without warning. Our power bill for 16 days was $89 and we run majority on solar. Would recommend avoiding them at all costs. Unfortunately Powerswitch notes them as being the cheaper option however their daily connection rate is higher than Electrikiwi, Mercury and Meridian. There peak rates in winter are 35c higher than Mercury & Meridian. Avoid. Avoid. Avoid.

The new app is quite terrible in terms of user experience, technical issues, and failed charges. Considering changing power companies because of it. It's missing features (when it even loads) that the old app had, like account review reminder notifications.

Signed up with Powershop on 30 March. Owned the property a month before I moved in and managed to owe them $100 despite not using any power. My first account after living here, a single person in a well insulated home needing no heating, was $240. Other people living in the same lifestyle village are paying approx $100. The daily fixed charge is $2.99. So $100 just to be with Powershop before I turn on a light. Their anytime rate is .47c. Mercurys is .10c less. Trying to get someone to speak to took 3 hours on the phone. It was a complete waste of time. Ive swapped to Mercury. Apparently to even attempt to bring them in line with other suppliers you need to 'fill in your circle' on the App. Im not interested in gaming for my power.

The worst run company! It was difficult to set up an account initially, & was impossible to close my account some time later. I repeatedly phones, emailed & tried the chat feature . I never got any reply. After making a complaint to the Utilities Commission I got a reply & action within a day, thank you Utilities Commission, shame on you Powershop.

The customer service is non existent, they don’t get back to you, the new app is useless, very confusing, unhelpful and the definitions of charges are extremely confusing. Heed what I say, do not be swayed by the cheap price as you get what you pay for. And you have to buy all the weird special packages that are sent continuously, in order to get any savings (I think that’s the case, as it’s hard to reconcile because you don’t have a structured way to count monthly costs ). It doesn’t help that when they updated the app recently to a far worse version, you lost all your historical data.. and then when you ask for your previous data via customer service, well good luck with that. And it’s now in a very tiny footprint, ie. mobile screen size and doesn’t expand if say to ipad screen. I’ve switched.

Absolutely fed up with Powershop. Ever since the new app arrived, I haven’t been getting confirmation payments emailed. I paid partial of a bill and no changes on my account. I AM FED UP. Monthly bills have sky rocketed, even though my household consumption hasn’t changed. I’m losing it with this company. Considering changing to GENESIS