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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.
Taylor’s professionalism and solution focused approach truly stood out and reflects the values any organisation should be proud of.
Unhelpful, confusing and a waste of your time and money
Thought I was signing up for fixed monthly cost but was actually fixed unit rate. Bills would be at random times, months apart then 3 weeks. All were based off a estimated meter reading, this was way over actual and tomato failed to amend before bill had to be paid. Viewing on there Web based bill viewer was confusing and gave no real ability to amend or find details, very confusing and essentially not very useful. Contact only by email or phone, email response, slow, unhelpful and seemed to be stalling tactics. Contacted multiple times with zero helpful outcomes. I left after the last. Do not get involved with them. Just to add, tomato requested further information, which I submitted, and as usual, failed to act on it. If I could leave less than 1 star I would. Since leaving the nightmare continued. My closing bill came through stating I owed money, which didn't compute as the last estimated bill was over the meter reading I'd taken. The response was that it was the data from my smart meter that was setting the bill but did not match the meter amount I was seeing. When asked if I could get an itemised take off of units between my meter readings submitted I was told this was not available and I had to accept the readings. I. This time I'd had a letter stating credit enforcer would be called on 1 day after the email sent demanding the money. This was put on hold after speaking to customer services, and after many weeks of correspondence between 3 departments finally today I was told I was owed money. I am like a dog with a bone when it comes to dealing with financial matters, most people may not have the motivation or the savvy to have batted these objections back and for those people I worry if they are with tomato. Again, be warned, this company is very poor, the worst energy company I have ever dealt with, stay very clear
Second courtesy call from Tomato. A chap called VJ, wanting to ensure I was satisfied with their performance. So far no major issues to report, just the MyWatts app sometimes slow to update. Good communication, very friendly from VJ, and the company have been good.
I set up a direct debit when I opened this account. After first month I had an email telling me what I owed and payment due date. As I had set up a DD I wasn’t concerned. However, I checked my bank account and payment hadn’t been taken when it should have. I rang and emailed Tomato Energy and asked what had happened. I was told there was a problem with DD and I needed to sign another mandate and cancel my existing DD. I checked with my bank and DD had been activated. Luckily I didn’t do anything as the next day payment was taken from my account! If I had cancelled it as per Tomato advice I would have been in arrears which I do not do. This could have mucked up my account and credit rating so beware. Not happy that the company doesn’t seem to know what they are doing.
Spoke to Nav today. What a nice bloke. Gave me all the info I asked for and more. As for the Company, I have no issues with them whatsoever. I just wish I had become one of their customers from the outset. Great job guys. Cheers.
Started off ok but seems it was too good to be true. Over charging, estimated bills on a meter they removed for a smart meter they admit they cannot read. Still waiting for a substantial amount of money returning to us but being given the run around with customer services not being able to tell me anything other than I cannot speak directly to the departments that should be resolving my issues. Avoid at all costs as it looks like they are in massive debt.
Harvey dealt with my query honestly and professionally but was unable to fix my problem. We joined Tomato at the beginning of February. We have not been billed yet (three months in) and there is no record of electricity usage on MyWatts. Several emails and website requests have not been answered and telephone queries are always polite but without resolution. Please, when will I get a bill?
Never sent me a bill, spoke to them "we're sorry we can't produce a bill for you", called ofgem to find out the score they're going bankrupt so who knows - someone will take over the customers and I'll get x months billing in one hit.... That'll be hilarious....
No customer service. No bill. My watts not working. No reply’s to my emails. No phone number to call. No payment taken after over two months since signing up at the end of February! Doesn’t seem like a good supplier does it!
But they were very quick on the cold call to sign me up and tell me how good they are. I’m hoping that as a last resort they might contact me since I’ve left an honest review of the level customer service - I.e. none!
Unless they are planning on supplying me with free electricity and not ever expecting me to pay I’d love to understand why the My Watts app isn’t working, I’ve had no bill, no direct debit taken, no communication after I’ve contacted them twice via their website ….
On a positive note the swap of supplier went well but that’s all I can say - so be aware of the above and what other people have found before signing up
This is directed at Stuart after reviewing his comment.
I can guarantee i give a fair and honest review on the experience that i've had with Tomato Energy.
You may have had a bad experience for whatever reason but please don't question the honesty of other reviewers who leave comments on here.
I joined Tomato Energy on 2nd October 2024, and didn't receive my first bill until the 11th of March, during the time between the 2nd October and early March I sent Tomato emails without response. I have paid these bills as they state otherwise they will pass the debt on - however I have queries around the calculation of the bills for which I've sent emails, but the same pattern of no emails in response. In April I did receive an email from the Welcome team regarding a dispute on the opening meter reading - the advisor said: 'Regarding the billing, even though it is not my remit having given particularly your first bill from us a quick look I can see what you mean' and was going to take the query away to the relevant team but I've not heard anything back after this despite chasing.
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