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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.
I'm writing to express my extreme frustration and disappointment with Tomato Energy, my current energy supplier. Despite numerous attempts to resolve the issues, I've been met with incompetence and a lack of urgency. The problems I'm experiencing affect three properties, and they include:
1. Delayed bills: I've not received timely bills, making it challenging for me to manage my finances. This has resulted in uncertainty and stress, as I'm unable to accurately plan my expenses. I've had to make assumptions about my energy usage and costs, which has led to budgeting difficulties.
2. Unrefunded payments: I've been waiting for years for refunds that are owed to me, and it's unacceptable that Tomato Energy can't seem to process these payments. I've repeatedly contacted their customer service team, providing all necessary documentation and information, but the issue remains unresolved. This lack of refund has caused me significant financial hardship, as I've been unable to utilize these funds for other essential expenses.
3. Meter issues: I've had issues with meter installation, and Tomato Energy has failed to resolve these problems despite my repeated requests. This has led to inaccurate billing and further financial stress. I've had to spend additional time and effort to rectify these issues, which has been frustrating and demotivating.
Furthermore, I'm also experiencing issues with export charges. Tomato Energy is not paying these charges promptly, and it's taking years to resolve these issues. This lack of payment is causing me significant financial hardship, as I'm unable to benefit from the energy I've generated and exported to the grid.
I've tried to deal with Tomato Energy's customer service team, but they've been unhelpful and unresponsive. I've contacted them multiple times, via phone and email, but my issues remain unresolved. In contrast, British Gas has always been more efficient and easier to deal with. It's clear that Tomato Energy is not capable of managing their customers' accounts effectively.
Given the significant distress and financial hardship caused by Tomato Energy's failures, I believe I should be compensated for the losses I've incurred. Had I not been tied to Tomato Energy, I could have invested my money elsewhere and earned returns. The prolonged delays and lack of resolution have resulted in substantial opportunity costs and financial losses.
I've kept detailed records of all my interactions with Tomato Energy, including dates, times, and details of conversations. I've also documented all correspondence, including emails and letters. I'm willing to provide this documentation to support my complaint.
I urge you to investigate this matter and take necessary actions to resolve the issues I'm experiencing. I'm extremely dissatisfied with the service I'm receiving from Tomato Energy, and I hope that your intervention will bring about a swift resolution.
Thank you for your attention to this matter. I look forward to hearing from you soon.
I have been with Tomato energy for over 6 months and I have not had any issues with using their services or dealing with customer services. I am supplied with cheap electricity reducing my electricity and standing charge considerably. We all need a company like Tomato energy to carve up what can only be described as the "energy cartel" and pave the way for cheaper energy for everyone
Switch went thought without any issues in sept 2024 , billing and usage 100% correct and I like only being billed for what’s used. Saving a small fortune on the Lifestyle EV tariff.
Tomato energy is the best company I have been with, get my bills on time, Lifestyle tariff is excellent, my bills are down over 33% compared to Octopus energy, who don’t give a care in the world over there customers, it’s just money, money, money with them At least with Tomato energy they provide a perfect service also they are helpful and caring, may they long continue.
Joined around October last year, I have a SMETS1 meter and have had no issues with Tomato getting half hourly readings.
Switch from British Gas went smoothly and data appeared in Mywatts within 24 hours.
Billed for use at the end of each month, paid by direct debit around a week later.
Faultless service and very happy with the supplier
Incompetence at every contact.
First I’d like to say I love the concept and was really looking forward to joining Tomato. It just seems to be operated by a company that has service as its lowest priority. I have been failed, messed around and let down at every step. I just can’t believe how a company can be run like this and expect to get away with it. I would think very carefully about joining Tomato energy as the hassle to get anywhere is just too much.
Summary -
12th March. First contact and request for information. My contact was Anton McFarlane.
Answered all questions, provided all information. Looking forward to getting going!
All goes quiet..
Chased Anton until reply on 3rd April. Excuse given, systems went down.
Get proposal. Realise it’s designed for the wrong house. Feed back to Anton.
All goes quiet.
Chased Anton until I receive a reply on 5th May. Excuse given - he has been on leave.
Passed to survey. Still designed for wrong house.
Simon McKenzie corrects design error and books survey for 18th June. (Now over 3 months after initial contact)
Receive a text message from surveyor (Connor) day before confirming survey visit at 9:00. Great!
Being self employed taking a morning off work is not ideal but as I said, I want this.
Surveyor does not turn up. I texted at 9:16 and finally get a call at 9:41 saying he can possibly be there by 11:00… I told him I needed to get to work. He said office will call to rebook.
Office tries to rebook for 8th July. Now 4 months after initial contact. Sick of the service I give up and cancel.
Great prices, monthly billing and no credit or debit balance build up. Bills always 100% accurate to smart meter data. When I initially joined I selected wrong tariff but a quick phone call and I was put on the one I wanted for the following month, can't say fairer than that.
I am getting power for a fraction of the cost compared to other suppliers. My standing charge is lower. To top it off I pay 1 month in arrears none of this handing over of large mythical payment for goods not yet supplied.
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