"Been a customer for 10 years or more…"

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.

"Disgusting company"

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…"

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

"Disgusting!"

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.

"Do not pay them they gone in to administration"

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…"

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…"

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…"

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..

"Beyond a joke"

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…"

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***