Sumo Recensioni 3.046

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.

Sumo offered a reasonable (still way overpriced compared to 1st world countries) price. Not long after jacked up the price 70%!!! and simply sent an email. They should be forced to lock people in to pricing for more than 6 months, this whole thing is scammy.

They fail to look after the customer and keep them on the plan prices compared to what they advertise.

We have had numerous outages, likely not their fault, but none the less poor delivery of power.

The prices right now at 41c per KW/h is insane. They and every other provider need to be investigated for manipulating the market, the cost of electricity in Australia NSW is unacceptable.

I joined Sumo a few years ago . I do have 6.5 KW solar system on my roof - my initial bill use to be $48 pm. Over the past few years sumo prises and charges increased and my current bill from $48 pm had become over $200 pm.
I decided to get rid of this company and got much better deal with DODO.
Don’t trust Sumo

*** Update*** After having read this review SUMO customer service contacted me, and although it took a week have rectified the issue and put me onto the actual plan I signed up for. Customer support was very helpful, but it should never have got to this stage in the first place.
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I went online and reviewed a number of suppliers, I should have taken the negative reviews on Sumo more seriously!
They had the best prices for a switch - BUT!!
I went online, went through the process and got a quote for a a switch to a single time of use rate contract for my specific address.
I then phoned SUMO and referenced
the quote and the rates I’d received in the quote. The rep tried to tell me I couldn’t get that specific deal (couldn’t say why). I then said I’d try another retailer, and all of a sudden I could get the deal I’d been quoted on via their website.
I agreed to the deal at the prices in the original internet based quoted and told them to proceed.

I received my welcome pack a day later with a completely different deal and contract to what we had agreed on the phone. Peak and off peak rates instead of a single fixed rate and significantly higher than what had been agreed!!

Reading other reviews this is not a admin mistake and seems pretty common practice for SUMO which has happened to others. Dishonest and unethical at best, bordering on fraudulent. I agreed a specific contract and have been signed up for something completely different and MUCH MORE EXPENSIVE than agreed.

Call centre closed over the weekend so now a wait till Monday and the long tedious process of either getting the agreed deal sorted or cancelling and finding a more ETHICAL supplier - which at this stage is my preference. All trust and credibility lost.