Hi Im new to the forum

I got 2 leather sofas from Brighthouse a couple of years ago, I discovered that they had no coverings on the underneath on either of them, when you tip them upside down all you can see is bare wood, material and padding, they are not finished off correctly.

When I had OSC I reported this issue on many occassions but nothing was done about it and the current store manager, (the sote has had a few managers since it opened), told me there was no note whatsoever regarding this on my file??,

which I find a bit strange as I complained enough.

he said since I cancelled my OSC there's nothing the company will do to rectify my incomplete expensive sofas.

Told Head Office this is poor quality made sofas not a repair, quoted SOGA but were not interested.

Any imput and help will be much appreciated.

Thank you

not having OSC is nothing to do with them not repairing it

def a SOGA issue

dx

reclaim the ins too!

and the otherone if you have it

dx

Thank you for your reply dx

Is this a Brighthouse or Caversham finance matter?

I really dont want to deal with Customer Relations as they are not much help, would rather deal with the organ grinder so who would I post my recorded letter to please?

Yes I have the DLC cover, I understand that under English Law a customer dos not have to have any kind of insurance to keep HP goods.

Both OSC & DLC are pointless then.

OSC is Brighthouse largest revenue.

I now have Home Contents Insurance so do I have to go down the same route as the OSC and in writing give 7 days notice.

My letter of complain is wrote out and ready to go (recorded delivery ) regarding my sofas quoting the SOGA and that I have contacted Trading Standards. But who in authority and would respond would I address it to because I do not just want to send it to Customer Relations and it fall on deaf ears!!!

Should I be also send a copy letter to my local store manager?

Any help please on this and my other posts much appreciated

i'd go for the Brighthouse CEO in both cases

Thank you dx will do.

As of last week, 7/01/2013 BH customer relations dept said they would send me a letter out explaining their reasons why they WILL NOT take ownership for the repair, still waiting for letter. Really how long does it take to write a letter and post it, Im sure if I owed them money I would have recieved a letter by now!! they are just stalling tactics.

Rang Store Manager and he said........ "It's how the sofas were made with no bottoms on"

At the time of inquiring about these sofas I was not informed of this "unique feature" and therefore WOULD NOT have pursued with the matter if known the sofas had not been completely finished off, especially to the tune of a whopping £ 3,316.56.

Just a thought...I went looking through my file where I keep all my litreature and guarantees from bought products

and surprise surprise there was No Guarantee or Litreature regarding the sofas from Brighthouse,

I didnt expect a guarantee as in my experience they dont seem to supply them with anything!!!!

All that was on the sofas was a red triangle fire hazzard tag fixed on by a plastic tie,

that can be removed and has been due to my grandchildren,

surely by law there should be something fixed onto the sofas about fire hazzard??

Also wanted to know who the manufacturers was so I could confirm the store managers claim that " it's how the sofas were made with no bottoms on"

Rang store and was told only thing they could tell me was "ITAL ROMA" ??

Is that....Made in Italy?? or it's made in Italy, Rome?? Thats a big help NOT

Apart from that the store holds no more details, so who would Know the manufacturer?

Any ideas or help please

UPDATE

After sending a letter to both CEO and Customer Relations..........RESULT got a phone call from a new Regional Manager, who was very pleasant and accommodating, (very rare attribute), she said it was more of quality rather than a service issue, I totally agree. So someone is coming out in next 2 weeks to attach underneath bottoms onto my suite. Thank You RM

Recieved a conformation letter today from BH Customer Relations Manager regarding my repair, so have it in writing now !!!!.................

Dear Ms XXXXXXXXX

Re: XXXXXXXX

I write in response to your letter of 18 January to Leo McKee, which has been passed to me to investigate. In your letter you have stated that the sofas you have taken out on a hire purchase agreement with the XXXXXXXX Branch, has no bottom coverings.

I am sorry this matter has caused you concern regarding the safety of the items you have been provided with. To resolve this matter for you we have arranged to replace the Hesain under the suite within the next 14 days.

At Brighthouse, we strive to offer a high level of customer service at all times and seek to review and improve our procedures. We therefore thank you for taking the time to contact us and giving us the opportunity to resolve your complaint.

I hope this response resolves your issue, but of course I am happy to answer any further queries you may have on this matter.

Just like to say a big thank you to DX

Also if you want results go to the top

hehe

dx

Just to update

Eco Master (repair company) have phoned me to book a date, 26th Feb, to rectify these poorly made leather sofas.

I shall be inspecting the work before they leave my house.

Just waiting on the Ins reclaim now, then once paid my agreement off it's bye bye Brighthouse.

Eco Master rep came today as promissed and sofas have now bottoms on

Just shows what YOU can achieve when the customer stands up for their rights