Bord Gáis Energy
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Extremely Disappointed – Shockingly Poor Customer Service
I was due a callback from Bord Gáis on Saturday, 7th June, which never happened. I gave it a few days, then emailed customer service to lodge a complaint and request another callback. One was arranged, and I eventually spoke with an agent on Friday, 13th June to set up a new contract. During that call, I explained I was driving and asked if he could call me back at 5:00 PM so I could provide my BIC and IBAN. He said “no problem at all.” That call never came. I followed up again by email and was told someone would call me at 6:30 PM. Again, no call. I emailed to update them, and they scheduled yet another callback for Saturday, 14th June at 11:00 AM. By 12 PM, still no call. At this point, they sent an apology and gave me the phone number to call them directly, saying their agents weren’t busy, so I wouldn’t have to wait. This was even more frustrating. If agents weren’t busy, why were multiple confirmed callbacks being missed? When I finally got through to someone, I spoke with a lovely agent who unfortunately told me that the discount I had been quoted on Friday 13th was incorrect and couldn’t be honored. I asked for the call to be reviewed and escalated to a manager, as I had clearly reconfirmed the discount terms during the original conversation. She said she’d have to call me back with an update. While I waited, I got an email from customer service saying my complaint had been lodged. I replied with additional context and was told a senior staff member would call me on Monday, 16th June at 3:00 PM. Later that same day, the original agent called me back, not to resolve it, but to say a manager would call me in 5–10 working days. Why? The call in question has a specific date and time, why does it take up to 10 working days to review something so specific? I blocked out time from work today (Monday 16th at 3:00 PM) to take the promised call, and "shockingly" once again, no call came. Bord Gáis has made it crystal clear through this experience that customer service is not a priority. The constant miscommunication, repeated missed callbacks, and refusal to honor what was originally promised is absolutely unacceptable, especially for a company charging premium rates for their services. I’m deeply disappointed, and based on this experience, I will be reconsidering my relationship with Bord Gáis going forward. Not good enough.