Brighhouse sofa problem

[Davidlewis2012]

Hello welcome I'm also new to the site and need help ASAP with bright house.

 

Here goes I have been a customer for around 5 years now spend ££££££ with them classed as a great customer well so I thought until I bought a 3 seater & 2 seater leather sofas when they were delivered you could see while in the packaging that when you sat on them there was no padding at the back of both sofas so when you sit down they make a bang noise. I rang the store straight away and was told not to worry open them up and use them until they get me another set. Well this has been going on since January ringing every week to be told there still out of stock. Well we had a new response today that they no longer make the sofas and I need to pick a new style out of there catalog great I thought until she told me it would be a new agreement and I'd loose all the money I'd paid since 3rd January 18 weeks at £15.10 = alot of money. There adamant that there is nothing they can do ??? Can you please help and advise on what I can do as I've done everything asked of and all they seem to do is let me down thanks

[the_advisor]

Nonsense there is things they can do! you need to stand your ground, Ring the store and speak to the Store Manager, chances are you have only been speaking to the Deputy Manager who runs the shop floor and deals with service issues, the Managers doent tend to get involved with issues like this.

 

Tell the manager you have paid x amount and you either want it discounting of your payments or you want the figure converted into weeks and knocking off the end of your agreement, if he/she fails to do this ask for the customer care line number and give them a call, the Regional Manager should call you back within 24hrs to resolve the issue which will probably result in the outcome you want.

 

In hind sight you should have refused the delivery, the store Manager would have sorted this more prompt as they wouldnt want to lose the sale.

 

Good luck!

[Davidlewis2012]

Thanks for the very quick reply you are correct the store manager is off today so was dealing with someone else on his behalf. Would it be better for me to put it in writing via recorded delivery ? Also to head office ?

[the_advisor]

Thanks for the very quick reply you are correct the store manager is off today so was dealing with someone else on his behalf. Would it be better for me to put it in writing via recorded delivery ? Also to head office ?

 

I wouldnt waste money on the postage to be honest at this stage either a call or a face to face with the Manager should do the trick, just explain that you will be reporting this to the Customer care line and he should sort it. Store Managers dont like things going through the care line as it causes them grief in the long run, you see when you ring care line it is logged against the store and passed to the Regional Manager to deal with, I have known Store managers get disciplined for the volume of complaints logged against the store, as a report is run of each week and reviewed by the CEO and the directors each Monday and heads roll should any store have high numbers of complaints.

 

If the Store manager has got anything about him it wont get that far trust me.

 

Good luck

[Davidlewis2012]

Thanks for all your help

[juejue65]

hi I have been with bright house for 9 years they have just put up their i rates to 69.6 from 29.6 can they do that without telling people

[Jason BrightHouse Web Rela]

Good Morning Davidlewis2012

 

I am sorry to hear of the difficulties you seem to be having.

 

Please can you send an email of your account details and any other relevant information regarding the matter to customer.relations@bright house.co.uk quoting reference F0680993 in the subject line.

 

Once I have received this, I will be happy to help put resolve the matter.

 

Please update the thread with any feedback you receive.

 

Kind Regards

 

Jason

Web Relations Team