Powershop Reviews 

I understand power rates have risen… but this is insane.
Last year 10 May- 9June cost us $328 for 803kWh, This year (same period) it cost $302 for 620kWh. Only $26 less for almost 200kWh less seems so wrong…
Just because companies don’t have to charge low user rates anymore (or are phasing them out) doesn’t mean they have to stop, pure greed.
I can’t use my heater or have a hot shower without worrying about the cost.

I have been completely happy with Powershop until now. Ever since they changed the app my account has been chaos. They have used a wildly inaccurate estimate when they have real time actual data, my history has disappeared off the app, and the metric they say they use to calculate the estimate does not equal the estimate they charged. My power bill has tripled without any increase in usage, the amount owed showing on the app is ridiculously off the actual amount I owe and I am confused, baffled, ad very angry about all of it. I have tried calling but can't stay on hold to wait for them. Have now emailed, but will continue trying while I look for a new provider

Switched to Powershop last year as they promised cheaper bills. Our bill nearly doubled in May for no apparent reason. When queried, it took Powershop 3 weeks to respond, only for them to blame the increase in line charges. When this was challenged, they then stated our power usage had increased and quoted some numbers that were completely different to what was showing in the app. Once this was challenged, they suggested our meter was faulty, but I had to pay to get this checked. Avoid this company at all costs. They lure you in with cheap promises, then ramp up their costs within 6 months with no explanation as to why.

Terrible. Randomly received an email saying our property was removed and we have been cut off. We were $700 in credit so we were not behind on payments at all. Took over an hour on the phone on hold to speak with someone.

Cancelled and moved to meridian.

Power shop is a joke.

I've been with Powershop for coming up to 10 years. Never a problem until now. I have always paid by automatic payment from my credit card. Each month, a charge would appear on my credit card. Worked perfectly since it had been set up. Recently, Powershop created a new app. What they didn't do was tell customers paying by credit card was that your details were no longer in the system and you had to add them again. That meant that without knowing, your account could go into arrears. If that wasn't bad enough, it feels like it's IMPOSSIBLE to contact customer services. Email sent 5 days ago has not been responded to. Telephone and you wait for ever. The call is not answered and there is no indication of how long the wait will be, all while listening to a horrible jingle that cycles about every 30 seconds. It feels like it's impossible to contact this company's customer services which is a nightmare when you have a problem you cannot resolve without their help.

Terrible customer service.
They make you wait more than 20 mins on the phone
They don't answer live chat , just say for days on end they're called away to an emergency.
They tell you you have huge overdue bills and won't explain nor answer phones to say whsts up

I like the app and the pricing is reasonable, but my app recently stopped working and no longer recognised my email. Tried resetting five times...... didn't work. Rang the 0800 number and listened to annoying music for 22 mins - no answer. These people don't seem to be responding to all their negative feedback on customer service - I'm another poor score I'm afraid - do better powershop.

Ive been with Powershop only 2 months and ive already left. Their customer service is terrible - wrote to disputes and was advised I would hear back within 7 days .. 12 days later not a single response. Theit online chat at 2:20pm "You have reached us outside oprating hours which are Monday to Friday 9am - 5pm" or "Unavailable". Their standard peak rate increased 28c from 1 month to another without warning. Our power bill for 16 days was $89 and we run majority on solar. Would recommend avoiding them at all costs. Unfortunately Powerswitch notes them as being the cheaper option however their daily connection rate is higher than Electrikiwi, Mercury and Meridian. There peak rates in winter are 35c higher than Mercury & Meridian. Avoid. Avoid. Avoid.

The new app is quite terrible in terms of user experience, technical issues, and failed charges. Considering changing power companies because of it. It's missing features (when it even loads) that the old app had, like account review reminder notifications.

Signed up with Powershop on 30 March. Owned the property a month before I moved in and managed to owe them $100 despite not using any power. My first account after living here, a single person in a well insulated home needing no heating, was $240. Other people living in the same lifestyle village are paying approx $100. The daily fixed charge is $2.99. So $100 just to be with Powershop before I turn on a light. Their anytime rate is .47c. Mercurys is .10c less. Trying to get someone to speak to took 3 hours on the phone. It was a complete waste of time. Ive swapped to Mercury. Apparently to even attempt to bring them in line with other suppliers you need to 'fill in your circle' on the App. Im not interested in gaming for my power.

The worst run company! It was difficult to set up an account initially, & was impossible to close my account some time later. I repeatedly phones, emailed & tried the chat feature . I never got any reply. After making a complaint to the Utilities Commission I got a reply & action within a day, thank you Utilities Commission, shame on you Powershop.

The customer service is non existent, they don’t get back to you, the new app is useless, very confusing, unhelpful and the definitions of charges are extremely confusing. Heed what I say, do not be swayed by the cheap price as you get what you pay for. And you have to buy all the weird special packages that are sent continuously, in order to get any savings (I think that’s the case, as it’s hard to reconcile because you don’t have a structured way to count monthly costs ). It doesn’t help that when they updated the app recently to a far worse version, you lost all your historical data.. and then when you ask for your previous data via customer service, well good luck with that. And it’s now in a very tiny footprint, ie. mobile screen size and doesn’t expand if say to ipad screen. I’ve switched.

Absolutely fed up with Powershop. Ever since the new app arrived, I haven’t been getting confirmation payments emailed. I paid partial of a bill and no changes on my account. I AM FED UP. Monthly bills have sky rocketed, even though my household consumption hasn’t changed. I’m losing it with this company. Considering changing to GENESIS

New app and now my power has gone from $175 a month to an over $250.
Absolutely ridiculous, in a 1 bedroom flat built in 2021 with a tv, gaming console, and standard oven, fridge, washing machine and heat pump (only turned on about 10mins on cold mornings).
I have changed nothing in the way I use power so explain why this has gone up so much after being with them 5 years.
Will be looking for a different company.

Been a loyal powershop customer for years. You will read many reviews here about a disastrous new app roll out. Our account hasn’t been impacted by the app (we weren’t in the first tranche of moves), but we have needed customer support for the past 5 weeks and have been experiencing the challenging issues contacting them. The chat feature has been turned off, emails stating “7+day delay in response” (have yet to have a response from an email), and no published customer support phone number. (Magic AI helped me find a phone number when the website did not).
We now sit with Powershop not receiving our new meter’s data and no way to load meter readings as they haven’t updated our account with the new meter information… we are in the unenviable position of having no way to hurry things along and Powershop taking our credit $$ to pay for estimated power use based on before we had Solar installed. Sigh… how long will this last? Dunno- Powershop haven’t sent a single email to all customers to let us know what is going on.
So, we have signed up with another company. Hopefully, they can help with the meter issue and we can get back on track. After that it will be figuring out how to get our money back from powershop. Wish us luck. Sheesh.

I, like many others, have had a massive headache with this new app rollout. My bill is usually automatically paid, until a couple of months ago. In April, I tried to fix it, only to receive an email last week saying I’m even further in the hole. I find it strange that they didn’t have their call centres ringing people who suddenly “stopped paying” who were always ahead of their bills, especially knowing how clunky this new app has been. Why were billing details not carried over? Why is there no function to pay towards an outstanding balance, and only add packs for future months? It’s all very confusing and frankly unacceptable from an essential services company who people rely on.

Their one saving grace; I spoke to an awesome customer service rep today, Anna, who immediately acknowledged my frustrations, and promptly help me fix my issue. Massive shout out to her, cause I was almost about to break down.

I’ve been with Powershop for about 3 years now, but will be switching asap, as they have now lost my trust. Plus their rates have suddenly become astronomically expensive, projecting $150+ what we’d normally pay in the winter months. I hope other loyal customers jump ship too before they get screwed over.

I used to love powershop and recommended to friends & family. But not anymore after their upgrade to new platform / App, it is really a nightmare, App is too slow to purchase a pack compare to previous one, can see increase in bill/usage. Also earlier they give account review period after the billing cycle, and during the review period we can buy any pack to cover up the additional cost. However in the new platform, it billed automatically the standard power without giving any account review period. Raised the concern via automated feedback, no response at all.

I was a Powershop customer for 2 years and honestly never had any major issues before. But ever since the new app was launched, everything has gone downhill.
The app is incredibly confusing and difficult to use — by far the worst electricity app I’ve ever experienced. Something as basic as paying a bill became frustrating and unclear.
On top of that, customer service has become terrible. I spent 43 minutes on hold with no answer, then tried the live chat during their stated support hours and it was unavailable. As a customer, not being able to access basic support is unacceptable.
Not only did the app and service get worse, but the fees and charges also increased. After multiple failed attempts to get help or even properly understand my account, I decided to cancel my service altogether because I simply couldn’t reach anyone.
Really disappointing experience from a company that used to work well.

They simply will not answer their help line - dealing with them has been a nightmare - avoid at all costs .
Unhappy former customer - Christchurch

What a pack of false promises, followed by gross incompetence. Warning bells a ringing