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Review summary
Tomato Energy receives consistently positive reviews. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
I am deeply frustrated with Tomato Energy's billing accuracy. My July 2025 bill for the period of 1 June 2025 to 30 June 2025 was calculated using an estimated meter reading, despite my submission of actual meter readings on 29 June 2025 and 30 June 2025. This resulted in a discrepancy of 158 kWh. For context, my usage last month was less than 100 kWh, making the estimate over 1.5 times my typical consumption.This inaccurate estimate has led to a potentially inflated bill, which is completely unacceptable. I urge Tomato Energy to correct the bill using my submitted readings and overhaul their billing process to prevent such errors. This experience has completely eroded my trust in their service, and I highly NOT recommend Tomato Energy as a service provider. Once my contract term ends, I will switch to another provider and advise all my friends to avoid using Tomato Energy.
Our sincere appreciation for a member of your team, Taylor, who provided exceptional support during a recent interaction.
Despite the frustrating nature of the issue we were facing, Taylor remained consistently respectful, patient and professional throughout our conversation. He took the time to listen to our concerns, but also went above and beyond in attempt to resolve the issue.
Taylorβs professionalism and solution focused approach truly stood out and reflects the values any organisation should be proud of.
Received a Call from Tam today to see if I'm still Happy with Tomato Energy. I'm very Happy with Tomato Energy. Had no Problem's since I Transferred to them Six Month's ago. There Lifestyle Tariff is Ideal for Pensioner's.
I have been billed for an extra month. I have been trying for weeks to sort it out via emails and several phone calls just to get promised every time that it will be resolved but nothing gets done. When asked for a reference for my calls or emails they say they cannot give me any.
Answered call straight away. Aleena was patient and helpful. She worked to find a solution by contacting accounts whilst I waited and came back with a solution.
Dreadful customer service and haven't paid me for exporting in EIGHT MONTHS!
I joined tomato energy in August 2024 because they had quite good energy rates for solar panel exporters. The rates are still, in theory, competitive. However, I haven't actually received a penny from them.
The problems started right back when I was first joining. All the warning signs were there. They were very slow to onboard me, with me making around 5 phone calls to them over a period of 5 weeks to get myself up and running. Eventually I was all set up and I thought it'd be low stress from that point on. I was very wrong.
I didn't hear a peep from them in months so in January I called up and told them I'd not yet been charged a penny for the energy I'd used, nor received a penny for the energy I'd generated. They said they'd sort it immediately and call me back within a few hours with an answer. Nothing happened. Finally, in March, after many more phone calls, they managed to process a bill and charge me for the energy I'd used. No apology. Just a whacking great bill for over 6 months of energy in one go.
No sign of my money for exporting. I have since called up every week to ask what's going on and get a range of answers from their team (Jamie, Anika, and others). Mostly the answers is "I'll speak to billing and get back to you" which they almost never do, and if they do the answer is just "There's an issue on our system, it'll be resolved as soon as possible" but of course it is never resolved. I am now over 9 months on from getting my solar panels and haven't been paid a penny. I don't think I'd be joining Tomato Energy again in a hurry.
Over this time I have also Emailed them a few times but have had almost no replies. On one Email chain I finally got a reply asking for some account details. I send the details, heard nothing back, sent a follow-up, and got asked for the same details again! They obviously hadn't even bothered to look back in the Email chain.
Maybe, if they ever pay me, or start treating their customers like humans, I'll come back and amend this review.
My advice: Avoid!
Tomato energy, if you're reading this, my name is Michael Hunter and my account number with you ends in 924. You'll see many unanswered emails from me, and many records of phone calls on my account, and not a single penny paid to me for my 8 months of exporting. Put it right, and get in touch with me!
Edit: you can see they have replied to me below and it's true that they have Emailed me. However their Email is full of more empty promises and delays. They don't seem to have any desire to pay me. Maybe they're just scammers. Avoid this company!!
My Energy bill has reduced from Β£220 per month to an average of Β£80 per month with Tomato Energy. This primarily is due to their extraordinary low overnight tariff which I use with my solar battery and EV.
I'm a satisfied Tomato Energy customer and have not experienced any negative issues since joining Nov 2024. Why give a one star rating for what can only be teething problems. Their prices for energy and standing charges are why I'm a happy customer to date.
Dreadful service and significant increase in my monthly bills
Inspite of Tomato finally getting in touch, their response is completely unsatisfactory and has not addressed my concerns or taken responsibility for their errors. This leaves me no alternative but to go to Ofgem. Dreadful service and significant increase in my monthly bills. I signed up in November for a 12 month contract using the agile tariff and the first 2 months were fine. Then, I did not receive any bills or statements from your company covering the months of January, February and March. On 25th April, I sent an email raising my concerns about the missing bills, explaining that without regular statements I was unable to monitor my usage or manage my household budget effectively. That email was not acknowledged, and I received no response. Instead, I was sent three outstanding statements, the first arriving on 29th April β but no explanation or apology for the delay.
Worryingly, the average unit price for electricity in these statements is nearly double the rate charged during the first two months of my contract. Now paying significantly more than I was with Octopus. I sent a complaint in 2 weeks ago, this has not even been acknowledged.
Been with these guys since Feb 14th, i have had no bill since joining, emailed customer services multiple time and had no response. Shame because the prices are good, customer service is shocking.
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