Brighthouse Reviews 2,856

Been a customer for 10 years or more never been in arrears, until now because the staff dont know there right from there left, 7 phone calls 2 emails and 5 txts today because i now owe 3 weeks, well set the account up correctly ..oh sorry thats another dept...all been done now then low and behold they haven’t set up easy pay now in arrear not happy and i have informed the FCA.

They harassed me . I should pay on Friday but couldn’t make it . I call them and say I will pay next day and they was fine with that . Next day Saturday morning 8.47 exactly not knock but bombarded to my door. They upset me so much and I stop pay .

I was told before lockdown i was getting a 75inch tv and now ive bin pushed about so many times no one helps no one care i ask them to ring me back and get this sorted and nothing i ring up everyday asking what is goin on i got told it would be deliver evan offer to go to the Exeter store and pick it up same them delivering to me but no am really upset about the way they have spoken to me ive asked them to send me everything in letters and have bin told no so ive asked for a refund and yet no one has got back to me i ask for this on Friday last week and ive bin on the phone everyday so if any off you bright house team ring this please ring me

Put in a repair for our TV at the start of lockdown...heard nothing for weeks on end.

Put in a second and third repair still nothing

Plan ended so can’t get a repair done 🤯

Complaint logged because 1st repair wasn’t done get a letter saying because of covid nothing could of been done

Carried on taking payments for insurance though 🖕🏻

Currently on the phone to one of your reps (LATOYA); Partner (James Watson) asked a question about how she would react in our situation and her response was well I wouldn’t get higher purchase goods..Well done babe good for you! But we did and have been paying insurance for something you’ve not provided or offered any resolution to getting the TV repairs.

Bright house are in administration I strongly advise all stop paying and raise a affordability complaint like I have

I never experienced a poor company in my life everytime you phone them about a complaint or any issues they hung up very rude and no wonder there company as gone into administration the way they talk to customers my tv is in repair no one as even bothered to ring me either but apparently its coming tommorrow but still notgood enough they should of gave me notice

I got a 55 inch Samsung TV from Brighthouse, had the TV for about 8 months, a black dot appeared on the bottom of the screen this got bigger and it was impossible to watch it, Phoned Brighthouse and they arranged to collect TV on 13/5/20 took day off work to waited in for it to be collected no one came. TV was eventually picked up on 15/6/20. I haven't had any updates on the repair unless I have phoned to ask, Today I managed to get through to the repairs dept and was told that they are waiting for a new screen for the TV, why have I still got to pay for something that I haven't got, 8 weeks with no TV.
Constant txt messages to my phone saying my account is arrears its not, but I am tempted to stop paying for something I haven't got,

Total joke.pure robbing people.well no what I will stop paying until you resolve my problem.ive not missed one payment on my bed..I pay £48 a month and have been paying 17 month.yous have made a total fool of not only myself but everyone I know..why should I pay anymore when I have been handed a 2nd hand bed that has been patched up with a staple gun..shame on you brighthouse..sorry but your new name should robbing house because the bed you have gave me looks as thought it's from a skip..and the smell.i have had folk comment on the smell comming from my bedroom.its really bad.!!!!.get it sorted..also for everyone dealing with brighthouse.we are paying for second hand faulty goods.and our insurance covers us for new..just have a good look at your goods...i bet they are not new i had to go to hospital and received stitches on my hand due to staples sticking out the bed you have gave me.it stinks..

On the face of it, buying things from this place might seem sensible. I implore anyone who is considering this to think again.

Brighthouse's incapacity/unwillingness to resolve my issues is getting beyond a joke now. I've been in touch several times about several problems and they've given me zero response apart from sending out the automated texts and emails with payment reminders. My main issue is a potentially easy fix, but that's just not the Brighthouse way. I've been in touch several times about moving to a different address, but nobody seems to be doing anything about it. All I've been told is that I need to contact my old local store (or go there, as if we're living in 1960) and they'll do the admin to get my store moved over. Why on earth they can't get basic administrative procedures like this done by trained operators at a centralised customer service department (you know, like every successful retail enterprise in the world) instead of leaving it to the clearly underqualified personnel they have working in their stores is beyond me.

If I didn't know any better then I'd suggest that their business model is one which intentionally makes it difficult for customers to perform simple account management, thus increasing the likelihood of them falling into arrears so that they can deploy their collection teams (who incidentally act like the mafia, staking out homes etc), so that they can collect missed payment fees on top of their already extortionate prices. Their payment method options also reflect this – the lack of a simple Direct Debit which customers can manage only makes sense when one considers that it’s all by design. Given the demographic of their customer base, this approach to business is extremely irresponsible and morally reprehensible.

My account is now in arrears because nobody at Brighthouse has been able to fix the above issues. I can't even pay them what I owe because of their archaic approach to business, failing systems and cretinous staff.

I ordered a 75 inch TV before the lock down and it was faulty so they replaced it I week later but the new TV was the same I have waited for 4 months for a new one but still no TV every time I phone which has been many times now that they would get a manager to call me back but know one has and the lies they say like I phone 2 weeks ago and they promised I would get a new TV in a week its be 2 so I phone them and again told me a manager would call me back quess what know one has so I phone the repairs to see if they have the TV and they told me I wasn't on the list to get a new one so I stopped paying the bill and quess what they phoned me not about the TV about the money and said if I don't pay I would not get a new one brighthouse you are a shower of s***

Can't seem to get all the way through the new customer, create an account, login?

This has got to be one of the worse companies that i have ever had to deal with. I was supposed to have a cooker delivered on 26 March 2020 i paid my first weeks payment with the added insurance payment. But the U.K. went in to lockdown. Now i expected the cooker wouldn’t be able to get delivered until a later date. But it would if been nice for bright house to get in touch via letter or email explaining this and saying sorry. After a few weeks i thought i might of got a new delivery date 12 weeks later i’ve still not recieved the cooker.
But instead of saying sorry i have daily phone calls from bright house staff saying that i am behind with payments.
And every time i explain i am going to pay for goods i have not recieved and i get told i am contractually obligated to make weekly repayments from the agreementbstart date as outlined at the point of sale. But the start date should of been on the 26 March the date i was promised i would get my cooker delivered. I have wrote 2 letters of complaint and the replies have said the same i should be making repayments for WHAT goods they have not delivered yet and goods that they still havnt not been able to give me a delivery date 12 weeks i’ve been waiting.
That’s how long i’ve had to go without a cooker to use and i’m a classed as a vulnerable person because i am disabled and house bound. Bright house are making me to be some kind of criminal and keep telling me my credit rating will be at risk if i don’t keep up with payment.
But i refuse to pay for goods that i not had yet. But that still does not stop the daily phone calls the texts send a few times a week the emails they keep sending me about payment and the letters. Funny that they can them all to me now but i didn’t get anything to say my cooker couldn’t get delivered on 25 March. So i have now told them i just want to cancel my agreement with them now seeing i’ve not had my goods after waiting 12 weeks. So the woman who i spoke to agreed that i could cancel. Great i thought until i got a phone call again asking for a payment. I have never dealt with such bad customer service most of the staff are rude and don’t have a clue about how to deal with customer. I feel like i’m banging my head on a brick wall. I will be taking legal advice now about my treatment and i will not be making any payment and i was told that from martin lewis site. But i can now understand why this company has gone bust. But they have not heard the last from me i’ve gone from being stressed and upset to being angry that they can treat customers this way

We’ve had our account for a few years now, easy to keep up to date with and a great option to have

Wouldn't even dignify them with one star to be honest after the way my partner was treated and hounded for money which she didn't owe; also due to the kids being off due to Covid hence using more consumables to be told 'your on benefits its not going to affect you" well hope liquidation rids us of your legalised thuggery

Put my 60" inch tv in for repair 4 weeks ago. Was offered a loan tv straight away. I have had the loan tv delivered and keep phoning and they say the same thing. It's the delivery team that deals with it and they will send an email to them and they would phone me back when they got a response. I have had no phone calls back from them.

On the 4th May I put a claim in for a TV to be repaired, next day received a call from Brighthouse to discuss the claim. The claim was accepted and was advised there was a "slight" delay on collection but I would get a call within a few days with a collection date. 2 weeks later and have received no call so I phoned them and was told that they aren't collecting 55" TVs currently and it would be a another week before they start collecting them and that I should've been advised this when I put the claim in.
So now I have 1 tv between 2 adults and 3 children during a Lockdown, thanks Brighthouse.
I have been a customer for approx 7 years and have always spoke highly of how good I've been treated at the Pontypool branch and this is only the 2nd time I've claimed and am very disappointed with Brighthouse.

UPDATE
Almost a week after my last call still no call back and no reply on here

UPDATE 1/6
So I've rung them and now been told that they're still not collecting 55" even though I was told they would be starting last week and the best thing to do is ring everyday for an update.

UPDATE 3/6
Rung again as advised, to be told that I shouldn't be ringing as they'll phone be so explained what I was advised, the lady kept saying "but we wouldn't say that" I tried explaining that's what I was advised.
I again asked if there wasn't any updates and she said "you haven't had a phone call so obviously no updates"
So still no indication of when my TV will be collected but I am expected to pay for it and we are still trying to use 1 TV between 5 of us!

UPDATE 4/6
So out of the blue last night received a text to say my TV would be collected today.
Just received a call from my old landlord to say that Brighthouse are at my old house to pick up the TV, I moved from that house 3 months ago and updated my address with Brighthouse.
Phoned them and confirmed that my address is correct and my old address is no longer on my account so there's definitely no way they would've gone to the old house.
After waiting on hold BIG SHOCK
the delivery department has my old address even though definitely no way that could've happened.
Back to the waiting game!!

UPDATE 8/6
Collected this morning hopefully not long to get it back

UPDATE 17/6
Just phoned to get an update on the repair of my TV, its either still being repaired or due to be repaired the guy wasn't sure!
All he could advise was to ring next Monday to get an update!!
SERIOUSLY BRIGHTHOUSE WHAT ARE YOU DOING TO YOUR LOYAL CUSTOMERS!!

UPDATE 22/6
So as advised by Brighthouse I rung up the Repairs department to get an update on my TV repair, waited almost an hour on hold to be told there's no updates and they'll get somebody to phone me back with a time frame so once still no clue when I'll get my TV back.
Almost 2 months this has taken!!!

UPDATED 23/6
Just received an email in response to a complaint email sent 6 days ago, the person replying has told my TV is currently on its way to the location to be fixed YET when I phone they've said its there waiting for parts to be REPAIRED so someone is lying to me.
Just phoned them and the last update this morning was "it is in transit ready to be repaired and ring back Friday"
RIDICULOUS

26/6 UPDATE
So I ring back and all I get front he staff member was "I can't see any notes but there must but it's been 4 days why wouldn't there be notes, I'll escalate it again for you and you'll have a phonecall within 72 hours"
Which has been said several times with no phonecall.
I don't even know what to say anymore Brighthouse you have failed customers that were loyal to you
I rung back as I needed a better response, this time I was told its in the warehouse ready to be delivered but they cant say when but will probably be in the next 7 days but not sure.

8/7 UPDATE
Delivered back to me yesterday.
Ironic thing is when I did my claim they said collection would be delayed because of the size of the TV it needed 2 people to carry but when it was delivered 1 guy carried on his own with 1 hand and resting it on the side of his head SO WHY DID I WAIT OVER A MONTH FOR COLLECTION????????

Two weeks ago I sent off my laptop as it was being too loud and overheating - after a weak of waiting it arrived. They gave me the INCORRECT charger and replaced one that was still working, I called and told them - it took a week to receive a plug (not the charger). This is the second time I have had to call just to get the correct laptop charger. The number of cockups they have made is unacceptable and has impacted my education as I am completing my course from home.

Not happy I bought a hisense TV 65ince 2 year ago and wasn't told by the company that I could apply for a 10 year warranty free. I have been a customer for may years and feel I have taking the crap out of

It's disgusting that a company will treat a customer with no respect. I have contacted brighthouse for the past 4 weeks and I have spoken to atleast 20 members of their staff and nothing has been resolved. I have been told so many lies and transferred to different people. My washing machine broke and I called them up to get the problem fixed. No one has contacted me to let me know what the next step is but I'm expected to pay for the product/cover insurance. I have had to spend money to take my clothes to the laundrette. I still have clothes in the washing machine because the door won't open and my clothes are going to be destroyed by the time they decide when they will send someone. I have asked the company to cancel my contract because I'm not paying for something I'm not using. I understand the company has gone into administration but it shouldn't be the reason to treat your customers poorly.