Energy firms scout for custom in high street shops and supermarkets
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First it was cold calling, and then it was a knock at the door. But now Watchdog is getting complaints about another tactic energy companies use to get you to sign up. Their salesmen are targeting you right in the middle of your shopping.
We're all used to being approached when out on the high street or in a shopping centre but what some of you find more annoying is when the reps are working inside big-name stores or right by the aisle in the supermarket.
Some people done mind being offered a news deal on their gas or electricity but it't not what everyone wants when they've just popped out for a magazine or a tin of beans, especially if the salesman is on the pushy side.
Followed me
Karen Billing was approached by an Npower rep in her local WH Smiths where she'd gone to look at magazines. She says she told the rep immediately that she wasn't interested but he wouldn't take no for an answer.
"He followed me around the store harassing me, asking who my supplier was, how much I was paying" Karen told us.
"In the end I just left the store because I was so angry at what I was subjected to." Karen added.
And after 17 years as a loyal customer with WH Smith, Karen says she won't be going back.
Misled by a rep
Julie Cox was approached by an EDF rep in her local Sainsbury's.
The rep offered her what looked like a cracking rate for her electricity so she signed up. However, when the bill came, she was horrified to see that she was on a different rate to the one she'd been promised.
"It said 8.93p per unit and it was even underlined by the rep. And he said the price was fixed. Then, I noticed with my first bill that they were charging me 12.2p per unit" Julie told us.
Julie had been charged nearly 40% more for her electricity and was really angry. She complained and got a refund for two energy bills but then EDF said the cheaper rate didn't exist and she's been stuck with the higher rate ever since.
Julie says she felt really "cheesed off".
New regulation on face to face selling
A new move by the Energy regulator, OFGEM should make what happened to Julie easier to avoid. From January, every customer approached face-to-face will then have to be sent a written quote, to ensure there's time to compare with other prices on the market.
But should energy companies been invading your shopping space at all? Tell us your thoughts.
WH Smith told Watchdog
"We have a strict code of conduct that third party organisations must follow when in any of our stores. This code clearly states that workers are only allowed to approach shoppers in the stand's designated area and not pursue them aggressively. All of our store managers are aware of this and are empowered to ask the workers to leave if the code of conduct is not being followed.
We have investigated Mrs Billing's complaint and it is clear to us that, in this case, the NPower sales staff had breached our contractual code of conduct. The two specific agency staff members manning the stand that day will no longer be allowed to represent NPower within any WHSmith store. We will writing to Mrs Billing directly to convey our apologies for any distress she may have been caused."
Sainsbury's told Watchdog
"Sainsbury's has enjoyed a successful relationship with EDF Energy since September 2006. EDF Energy appointed sales agents are scheduled to occasionally visit our stores to demonstrate to customers how they could save money on their energy bills by switching to Sainsbury's Energy. All sales advisors are fully trained and accredited under the EnergySure scheme, an initiative launched in 2003 to promote a high standard of service in the energy industry."
npower told Watchdog
"We were concerned to hear about the alleged incident - and very sorry if Mrs Billing was upset by it. We have looked into the occurrence and it appears that the sales agent, who we have identified as working at this particular venue, no longer works for us so therefore our ability to conduct a full investigation is somewhat limited.
We do have arrangements, which allow our sales advisers to work within various venues, such as major supermarket chains and shopping centres, major shows across the country, high street stores and town centres.
Energy suppliers are not alone in using these venues - car insurers, mobile phone retailers etc all use these venues to promote their products and services to people who may otherwise not be aware of them.
As a member of the EnergySure Sales Code of Practice, we do not condone 'high pressure' sales techniques. While we have received minimal complaints from this sales channel, any complaint is treated extremely seriously and is dealt with on a case by case basis and if necessary, appropriate action will be taken. We're proud of our sales force and there is absolutely no place for any misbehaviour in npower.
Regarding the figures you asked for, we have around 150 sales advisors working in approximately 40 venues per week."
EDF told Watchdog
"EDF Energy would like to apologise for any confusion caused to Mrs Cox.
We have undertaken a thorough investigation of her complaint. EDF Energy has agreed to provide Mrs Cox with a further goodwill payment in recognition of the distress and inconvenience she has been caused. We spoke to Mrs Cox on 26 October and she is now satisfied with the actions we have taken to rectify the account and explain her tariff.
Mrs Cox first agreed to become a customer in March 2008 but later changed her mind after speaking to her supplier. Following a further conversation with a sales agent working in Sainsbury in May 2008, she confirmed she was happy to switch her gas and electricity supply. Regrettably, when the sales agent advised Mrs Cox of the price of our fixed price product, she was incorrectly given the price of standard band B rates rather than band A rates.
EDF Energy is dedicated to achieving high standards in the training of all sales advisors and the advisor has been retrained to help ensure this incident does not happen again. All sales advisors are audited regularly to ensure customers receive the high standard of service we expect.
Sainsbury's & EDF Energy have been working in partnership since September 2006. Nearly 500,000 customers have chosen Sainsbury's Energy for their gas and electricity and those customers who have switched are benefiting from competitive prices."
"EDF Energy has rebilled Mrs Cox with the Band B rate she was offered in May 2008.
This rate will apply to her account until 31 December, 2009 when the fixed price offer ends.
This is a rare case as we receive very few complaints from Sainsbury's Energy Customers, the overwhelming majority of which are very happy with the service they receive."
British Gas told Watchdog
"We have no salespeople or any employees selling products in any high street stores or supermarkets and we don't have any affiliation partnerships with any retailers."
E.ON told Watchdog
"We have sales people operating on a daily basis in a number of high street stores and supermarkets.
"We have a sales team of around 130 people operating in this way and would normally be in a number of different locations at any time.
"Any complaint relating to sales that E.ON receives is fully investigated and resolved directly with the customer as part of our company complaints handling process."
"All of our in-store sales agents (the same as our field sales agents) must be compliant with the EnergySure code of practice for face-to-face selling which has specific requirements regarding contact with customers. Sales agents are continually assessed and monitored against the requirements of the code and any instances of non-compliance are dealt with accordingly. In addition, all of E.ON's sales agents are trained and must sign a code of conduct which details working practices which they must abide by and failure to do so could result in disciplinary action."
Scottish Power told Watchdog
"ScottishPower has a very small team working in supermarkets and shopping centres, operating in a maximum of six venues across the UK. All of our employees are trained to the highest standards and are Energysure accredited. We believe this sales route offers a valuable additional method for people to access information about energy tariffs that could help them to choose more suitable energy products or to save them money on their energy bills."
Scottish & Southern
Did not wish to comment.
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I had a similar experience in W H Smiths - He was from a charity though - A horrible pushy man chasing me round the store trying to make me feel guilty although I told him I already donated to this charity - I have never since been in WH Smiths and I cancelled my subscription to that charity.
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I just tell them I already get my electricity from them, works a treat!!
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When I see them, I always smile and say I'm already a customer of theirs. Works every time!
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PLEASE would you advise Dom that the letter H is pronounced AITCH and not Haitch. He is a great presenter but I really feel that he loses credibility because of this which is a shame.
Thanks.
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It is not only energy companies doing this. I've been approached by Talk Talk in WH Smiths and Asda in Hamilton, South Lanarkshire.
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I also had a very similar experience in Sainsbury's. I was followed around the store in my local store by a rep trying to sell my gas and electricity. I told them on several occasions and that I wanted to be left alone. I was trying to do my weekly shop with both of my children and all I got was harrassed! In the end I had to get the store security guard to ask the rep to leave me alone.
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I was approached by an EDF salesman in a supermarket earlier today. I told him I was on an online tariff with EON. His reply was that I should stay where I am and that EON and Npower have the best deals anyway! Was he honest or has he been 're-trained'?
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can people stop thinking big companies are bothered by you leaving their company, i used to work as a customer experience manager for a large mobile phone provider and this is not the case most problems are caused by people not reading contracts before they sign, fair enough there are rouge company out there but the people trying to sell you something is someone doing there job most of time on a commission basis how they sell this product is most of the time down to the sales person the company not bothered as long as they get a sale i know this first hand .
just because of a bad experience this does not = a free ride for Mr/Mrs bogs does the term DEAL WITH IT not mean anything anymore. Read contracts before you sign as most company cover for everything in these and you are left with no come back if you are not happy with the contract you will not be happy with the service.
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This comment was removed because the moderators found it broke the House Rules.
I've had this experience inside some shopping centres but not actual shops so far. Often it's energy firms but also [phone campanies removed] and other comms companies. Usually the best defence is to say you work for a competitor [removed] and you get staff discount.
On the subject of shops - especially [supermarkets removed] I haven't so far been bothered but if I am I shall push my trolley to the till, apologise to the assistant but explain I'm leaving this here as I have been bothered by a salesman. It should concentrate their minds if enough people do it. Think of the cost and disruption.
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I find this type of pressure sales really annoying and find that a little white lie works every time - Who is your energy provider? 'You are!' No more sales or hassle.
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Just seen your section tonight on people trying to sell you things when you dont want them to. My experience wa at ASDA petrol filling station in Doncaster. I was approached by a sales person trying to sell me ASDA's credit card whilst I was getting my debit card authorised. I told him I wasnt interested but he kept on pestering me about the benefits of having the card, leaving me flustered as I wasnt able to walk away from him thus resulting me in me putting the wrong fuel in my car. I ended up putting a full tank of petrol in a diesel car and I didnt realise until I was a few miles down the road. Leaving me out of pocket by about £200 by having the car drained and refueled. I've never been back since, I would'nt be able to control my temper if I saw the man again.
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I worked for a very short time for Npower where in the training they told us to tell elderly people that [energy company] is the old Midlands Electricity Board so that they would change companies in the faith that [they] was a good old British company. Nothing could be further from the truth. The lure of huge commission makes it impossible for reps to be honest and truthful as they will do anything to get that contract. They are con merchants, needless to say I didnt last long working for them.
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I know that 'cold calling' has been covered before, but this week I had a doorstep cold-caller from [company removed] who, I thought, seemed to be trying to play the Patriotic Card to get me to switch my combined gas and electricity supplier. He went through the usual 'persuasive' arguments, which I resisted, expressing satisfaction with my current provider. Perhaps noting that I am of the wartime generation, his parting words were: "You do know that it's a GERMAN company, don't you?
What would Dr Johnson have thought?
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WEDNESDAY 29/10/09. [removed] VENTURA TAMWORTH. SHOPPING FOR SPECIALIST COOKING INGREDIENTS AS I HEARD THEY'VE GOT A GOOD & VARIED STOCK, IN THE MIDDLE OF THE STORE I WAS APPROACHED BY A PLUMP MIDDLE-AGED LADY IN A [removed] UNIFORM AND WITH A BADGE OF THAT COMPANY ON HER LAPEL. SHE SAID "EXCUSE ME, WOULD YOU MIND TELLING ME WHO IS YOUR GAS SUPPLIER"? AS MY NAME MIGHT USERNAME MAY SUGGEST MY ATTITUDE WENT FROM GENIAL TO DEFAULT IN A SECOND! HOWEVER I AM WORKING ON MY ATTITUDE WITH SITUATIONS REGARDING COLD-SELLING APPROACHES AND AS SUCH WALKED PAST IGNORING HER AS I NEW ANY DIALOGUE WOULD UNDULY RAISE MY TEMPER. NEVERTHELESS SHE SAID "EXCUUSE MEE"! AT WHICH THE HAIRS ON THE NECK STOOD UP. I CALMLY (AS I COULD) SAID THAT I WAS THERE TO CARRY OUT SOME SHOPPING AND WOULD NOT TO BE DISTRACTED FROM THAT IF YOU DO NOT MIND. THIS MET WITH A SARCASTIC REPLY.
NOW I GOT EXACTLY WHAT I WANTED, SAID NOTHING AND LEFT - STILL FURIOUS AT THE INTERFERENCE WITH MY VISIT.
ON REACHING HOME I COOLED FOR 15 mins AND FINALLY PHONED THE STORE. THE STAFF MEMBER WAS NOT SURPRISED OR UNAWARE AT MY EXPERIENCE AND SENSED IT PUT THEM IN A BAD LIGHT. A RETURN CALL WAS ARRANGED AND KEPT BY A MANAGER WHO RESPONDED, WEAKLY I THOUGHT, THAT I SHOULD HAVE ALERTED THEM AT THE TIME. (PROBABLY CORRECT BUT I WOULD NOT AT THAT TIME HAVE BEEN CHATTING ABOUT IT)! hE ASKED ME TO DO THIS IF IT HAPPENED AGAIN AND I WOULD. IT PUT ME OFF GOING THERE FOR NOW.
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Used to do this job for a living but gave up as paid commision only and and you only got paid if someone signed up on the spot hence why some of these reps are so keen. The vast majority of these sales people work for a marketing agency and not for the Energy Companies themselves. If you have a problem instore complain to the store manager as they usually don't like these reps in their stores either.
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When I lived in Bracknell & was pestered by these people, I adopted a 'not very bright' look & the following conversations took place;--
Me. How do I know that your electricity/gas is as good as the on I'm now getting?
Them. It's the same! (Thinks. Idiot.)
Me. I'm not too happy. It seems to me that you supply electicity that comes in on the RED wire But goes back to you by the BLACK wire, so I pay you for it ,you get it back then sell it to someone else.
By now they edge away looking for another less batty prospect.
Great fun!!
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If I have time I always stop and talk to these salesapersons as well as the charity collectors that try and get you to sign up by direct debit.
I stop and sign up to all these deals with a fake name, address and other details that I have prepared in my head.
After the saleperson think they have a successfull sign up I walk away chuckling to myself that the salesperson will get no commission and the company will waste time setting up a fakr account and writing to a fake address.
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Here's a thought.
If you get persistenly hassled by these people (the film mentioned being followed around shops by these sellers), try carrying one of those little pocket personal attack alarms with you.
If the seller persists in hassling you despite you having first politely told them that you are not interested, and would they please NOT approach you again: set the alarm off!
When the inevitable happens and you are asked what the problem is,m calmly explain that you found the seller's approach threatening and upsetting. I predict that the store manager will take appropriate action as a result; and I *guarantee* it will act as a personal wake-up call to the seller that they are being TOO aggressive!
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How about next time we get approached by these people, pretend to be very interested and keep them talking by asking questions etc making the conversation as long as possible. Then right at the end just walk away and say 'No Thanks, Not interested'.
By doing that they will be leaving other people alone and will soon get the message that its not worth their while. Maybe have a competition to see who could hold them up for the longest!
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I used to work as a security guard in one of the large retailers and on more than one occassion I was asked, to remove the energy reps from the store.
They used to follow the customers around the store and on occassions would be abusive if they were ignored.
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It is not only the 'guest' companies that try and sell you things. I have been asked in [removed] if I would like to buy some chocolate that was on offer when purchasing stationary and today I was asked in the Post Office if I would like to 'top up' my mobile! In both instances I acknowledged that they were told that they had to promote these products, but added that I found it quite irritating that type of selling. I really do not think staff should be asked to do that.
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Whilst attempting to leave [removed] in Swindon last September, my girlfriend and I were pounced on by two salesmen. They were either side of the sliding doors and stopped us from leaving by blocking our exit. There was no sign of a display stand in the store. Very disturbing for us. This was whilst we were on a mini break and ruined my much needed escape from the norm.
I have stopped shopping at [removed], the branch in Liscard (Wallasey on Merseyside) frequently have [removed] and [removed] harassing people like us who just want to buy a magazine or whatever without being chased around the store or otherwise harassed. It is bad enough at the tills when the staff presurise you into buying over-priced confectionery, mobile phone top ups yada yada yada.
I do claim a victory though over this sort of disgusting sales pitch - I've got [removed] banned from [removed] in Liscard. They were extremely agressive. They hide the [removed] display stand in a small isle by the DVDs and [removed]games. When the [removed] number two goes the other whilst the third hides. They literally corner their mark. After a couple of weeks of complaining to [removed]'s head office, I've gotten [removed] banned from the store. The customer service at [removed] was a disgrace, they ignored and fobbed me off with utter garbage. I am still waiting for a proper apology from [removed] and I have heard nothing from [removed].
I have the right to go about my business without being harassed or intimidated - I suffered a major panic attack as a result of [removed]'s reprehensable conduct and I will hold them accountable (and [removed] for allowing them to behave in this way).
[comment removed for legal reasons]
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having watched your programme about energy firms i checked what i was paying after signing with [removed] and found the band A part of the bill was wrong i am now in contact with them but they are not admitting to the misleading information given. we were also told that we would receive 5000 [removed] points for signing with them which we did not receive them but they are willing to credit the points against my bill but i want them on my [removed] card. at this time i am waiting for another call from them on 11-11-2009.
as i unstand all there reps do not work directly for [removed]
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Scottish Power were in my local Morrisons yesterday and the sales guy only left me alone when I explained much to my embarrasment that I'm manic depressive and somene else holds an enduring power of attorney, looking after my financial affairs and that I wasn't allowed to sign anything. I was so flustered by his approach that I didn't have chance to make something up. I was VERY upset by this. I don't really remember or care how he felt.
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