Powershop Reviews 

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

I have been a customer for just over two years. Over this time I have had two emails advising of small increases, each of which was estimated to be about $15 a month. While I am using the same power kilowatts as two years ago, our monthly pricing has increased by 67% over the two years... nothing like the suggested $30.
And do you think I can even talk with anyone about it? The app won't even allow me to start an online chat with a customer service person and there is no number to call.
This whole experience causes me to feel that the company is dishonest and is hiding behind their app. Do better Powershop!

I used to love Powershop. Reasonable prices, cheerful staff (and they were easy to get hold of). New app is a disaster. Not sure why it changed, but it definitely did not have customers in mind. A whole lot of functions have disappeared. It is no longer easy to manage my power usage. Whoever drove this change has absolutely no idea about customer service.

Changed app, can't sign in, can't contact,no answer to phone calls on help line num ber they sent me. Have emailed,msgs, tried on line chat.but gave up after being moved from fifth in line to 17th in line for some reason.
Can't complain about service because there is none.. time to move to other provider me thinks.

As a long term Powershop customer, I have been totally disappointed by their very poor service following their disastrous app update. I had prepaid my power to January 2027 but now it’s showing only paid up to October 2026. Despite several emails and chat messages, I have not had one response. I have lodged a complaint with the Utilities Dispute Commission as I believe I have been subject to fraudulent service. I will not recommend Powershop to anyone.

can't sign in to account , and don't recieve any emails with new passcode very pissed off spend hrs waiting on phone no one picks up

Absolutely hopeless can not get in touch with the live chat down phone over an hours wait I canceled my Powershop connection two weeks ago after waiting an hour on phone still being charged for power do not go with this company I’m still waiting for phone to be answered over an hour web chat down

5 years no issues, new ap an absolute nightmare! Our power has tripled in price im never in credit when the money comes out the same night for a power pack and it took some narley comments for someone to finally respond to me.
We are changing companies.

Had been happy with Powershop for years. Moved house and they forced us onto the new app, but didn't load our property onto that app so could only see the old property. When that ended we had no properties or ability to buy power. Also moved from face id logon to sending an email with a code - didn't help me as the email they used was my husband's despite it being a joint account, so to log on to the app I had to bother him. Tried calling and made a deal to myself that if I could sign up to Electric Kiwi before someone answered then I would change. Now happily with Electric Kiwi. But worried from these reviews that I won't get my money back on prepaid power. So far emails have gone unanswered. Will be complaining to the Electricity Authority if not.

Would rate lower if I could.

Company has turned into the worst downfall I have ever seen. Owes me over $1000 dollars and can't find any of my data

Would like to change power supplier from Power shop to someone else after reading all these negative reviews. I havent been with them for long but now that they have changed their App & apparently its horrendous, I'm dubious to sign back up with them. Any suggestions?

Powershop's KEY value incentive up until March 2026 was a great mobile app - smooth and clean UI with dark mode, good historic usage/cost tracking (importantly including on/off-peak breakdown), educated future projections, and ease of management & purchasing.

With their app being paramount to their business model and value, you'd expect that replacing such a vital customer gateway would be done with surgical precision. Unfortunately the new app is a rushed, clunky, and hideous 2010-esque mobile website inside an app wrapper. It's missing core features from the previous app and the retained features are worse/degraded. There are too many feature and UX issues to list here.

To top it off they didn't even bother migrating customers' historic kwh usage and cost data, which should have been a primary consideration of moving to a new system. No historic data means usage/cost projections have nothing solid to base themselves on and are inherently misleading. My algorithm now only has mere days of data to reference instead of years and therefore doesn't have a clue. There's no indication whether a full historic data migration will ever be completed. No response from their support team about it.

They've literally overnight burned away any incentive that existing customers had to stay with them. And there's a serious lack of acknowledgement on their part. A "we've really messed up and we're sorry, here's an actual roadmap to rectify all issues and get things back to how they were" would be a good start.

Without them taking any sort of ownership or care, now looks like a really good time to switch providers.

Treated appallingly by Jess. She just vut me off without explanation. I can't get my problem solved.

Complete horrible new web site, diabolical to use, old one worked great with payments a breeze and information easy to find. New one had to go thru hoops to arrange payments. Hard to locate information. Looking at alteranatives.