"I am so shocked to see the negative…"

I am so shocked to see the negative reviews. My daughter has attended BH for a year now. Picking a nursery isn't easy so I looked around many before I came to BH. I have been overwhelmed by the support the staff have given to me and my daughter through the transition into nursery. The staff are fantastic. My daughter has thrived since being at BH. The management are understanding and attentive. My daughter (almost 3) comes from nursery singing new songs she's been taught, counting, talking in full sentences and telling me about the staff members she adores. All of the children always seem happy and clean. The nursery itself is lovely, well maintained and always very clean. I feel very well rested leaving my daughter in the care of BH and that's coming from a highly anxious mother.

"Brilliant establishment "

I’ve sent my children to bright horizons Hinckley since they were 9/10 months old until starting school. I can’t praise the staff and company enough.
They’ve looked after my children so well, we’ve never had a bad word to say about the nursery. I thoroughly recommend them.
The hq team have also always dealt with our queries quickly and efficiently.

"OMG I’ve never had such bad service…"

OMG I’ve never had such bad service from any company as this one. Please never use as they do not come back to you quickly if at all. I’m meant to be getting a nanny tomorrow that cancelled and I’ve been trying to sort out for 24hours and they don’t even have the decency to come back to emails or phone calls. Terrible to be left in the lurch with this !!

"Extremely Disappointed with Unfair Billing Practices"

I am extremely frustrated with Bright Horizon Woking due to their unfair billing practices and lack of proper communication. Despite my son not attending the nursery beyond the initial settling session due to health issues, they insist on billing us for services that were never utilised.

Here are the key points of my experience:

1. Lack of Agreement on Start Date: There was no confirmed start date for my son. They entered a date into their system without consulting me, and my son did not attend beyond the first settling session.
2. Communication Failures: The nursery failed to communicate via email, despite the critical nature of confirming my son’s attendance. They falsely claimed to have spoken to my husband, which never happened.
3. Unreasonable Billing: Billing for services never rendered, especially under circumstances involving health issues, is unreasonable and unfair.

Despite repeated attempts to resolve this issue, I received automated responses threatening debt collection without addressing my concerns. This is highly unprofessional and troubling. I have had to consider escalating the matter legally and contacting consumer protection agencies.

I strongly advise others to be cautious and consider these points when dealing with Bright Horizons Woking.

"My daughter attended this setting"

My daughter attended this setting. Turkey Mill Maidstone. Nursery was amazing, Two members of staff were such a credit to this place. My daughter started to learn to eat different things as id asked for help with this & also use the toilet. She started in nappies and finished nursery 100% clean.
However, management changed during this time and around this time, fees increased, which is fine, but when I asked for a breakdown, management told me complete nonsense and said if i couldn't afford it to basically go elsewhere. Obviously then I felt like I did not want to attend and received an apology;
'Good Afternoon,
Firstly I would like to apologise if I came across rude on the phone, that was not my intention and I am sincerely sorry.
Upon reflection I should have called you back at a time where I could explain in more detail and made it clearer, I am new in post and I was assuming the incorrect information which I should not have done.
Moving forward I have learnt a few things from our conversation, we should be issuing a welcome letter with the fees clearly stated on it therefore if there were any queries they could be cleared up before parents receive their first invoice. I understand that the fees sheet can sometimes not be that clear.
I have spoken to our Regional Director and she said you are thinking about whether or not to return, I hope that we could re-connect and build a relationship, I am very sorry for upsetting you, that was not my intention.
Once again my apologies for upsetting you.'
Considering how much you pay for this place, you don't expect this at all! But as my daughter was settled, I let the incident go.
Onto Pre-School we go. There had already been a-lot of 'new staff' in and out, causing a feeling of unsettledness for the children, with the different faces etc. I can only assume that with their extortionate fees they need to maybe pay their staff more to stay. Next, my daughter, who has always loved going to school, began crying and not wanting to go in due to a little boy bullying her. I asked staff and they said they'd keep an eye. It continued for a few weeks. Things like pulling her clothing! Pushing her over! Spitting! Appalling! I even asked her how her day was in front of staff when collecting, where she'd tell me this, and they said nothing comforting! No one cares once theyve had their months fees.
I asked my daughter what she wanted to do, go back or leave and go elsewhere. She opted to leave and went straight away to a new preschool and she was back to her usual excited loving school self!
The place costs too much for a less than standard setting. The foods good. Thats all the positive. A couple of outstanding staff. Rest don't care or are too stretched with not enough of them there.
When i explained she was leaving, they honestly was too busy to care! It was like sorry number 203 is leaving, we will accept your written notice bye bye. Whereas at the new setting, they genuinely care for your child. I wish Id found Cherubs sooner! The staff treat your baby like their own. There are never any issues. That place deserves the fees Bright horizon charge! But actually are an unbelievable fraction of it! But we live and learn.
Look into options carefully.

"Awful helpless family care backup service"

AVOID. I wouldn’t rate even 1 star for my experience with their family backup care. It is provided by my employer as an emergency cover that when you are in need they can fill in your request urgently. It ended up more stressful that they completely left me in tear. All they did is sent out the request and wait. The customer service worked on the request with no sense of emergency. I need the care from 8am to 6pm and it was until a day before at 5pm I received a message saying they are still working on it. They gave no estimate whether or not they will be able to provide any backup care on time. All they said is they will update and apologise. I ended up with no space secured on the day I needed in the morning. They advertised to cancel the request and changed to nanny which I tried to request from 1pm and 6pm on the day. But until 1pm still no confirmation. They failed to fulfil the request when you are in need. The service is awful and does not match what they advertised. They only add more stress when you hope they can help. The customer service is not local in U.K. as many times I was connected with people in India that I constantly heard kitchen and toilet flushing noise in the background. They don’t know what is OFSTED registered and CRB. It is crucial for nanny to be able to deal with the baby.

"Terrible service - caused more stress than it saved"

My mother had a stroke and I was looking for some local care for her as she doesn't live close. They claim to offer emergency care nation wide. In my mother's case it was almost 3 months before she received her first visit. It was always a constant struggle to arrange visits between the care provider and bright horizons. Now I'm stuck in the middle of a dispute between Bright Horizons and the care provider because they don't want to pay for the sessions provided. In summary I spent (and am still spending) a lot of time and effort for the sake of getting my mother a few support visits many months later than she actually really needed them.

"Bright Horizons Beaufort Park Day "

I strongly advise you not to send your child here . As my daughter was involved in a choking incident, but I was not informed until the following day!.
The staff really neglected my child.
My daughter would also come home hungry and they would inform me on the app saying that she has eaten but that was not the case .
They really do not care about the kids in this nursery. Please take my advice and do not send your child here.

"Dreadful onboarding experience"

Dreadful onboarding experience. An attempt to onboard a school that runs holiday cover took so long the holiday came and went. They claimed they contacted the school, there were no emails to prove this and when pushed it turned out they didnt.

"Great support "

I am a mother of a child attending Shoreham by sea Buckingham road branch.

My little on is now in the 2-3's group and is developing so well there. I get plenty of updates regarding her development and daily activities and the manager. Rachel has been an incredible support to me helping me navigate the government support, she's been so speedy in getting back to me sharing all the information. A big thank you to Rachel and the whole team, everyone there is so kind and helpful to me.