Thank you for all the replies, I phoned Customer Services today and they are arranging pick up of the Laptop and are giving me a refund. I am still going ahead with my complaint against the staff and Manager though.

Its an Acer Aspire Laptop, running Windows 8.1, it has McAfee Antivirus on it.

I purchased it about 2 weeks ago but was on Holiday last week so couldn't return it. It was also doing this from brand new, can a virus be on it from scratch?

The guy in the store ran some sort of diagnostic test, and said he found no fault. When I am browsing or just on Facebook/Email etc, the Mouse starts to not respond and then the whole comp just freezes, I try pressing esc but nothing works, I had to force shut down on it to get it working again properly. This happened 3 times, I have not used it since.

Hi all I am just back from spending 2 and half hours in a store arguing about the Sale of Goods Act. I bought a Laptop online, which keeps freezing, so I phoned Customer Services and asked how I go about returning it, I was advised to just call into my local store and they will sort it all out. So off I go to said local store, only to be met with abuse by the General Manager. Anyway, the guy on the 'KnowHow' desk claims the Laptop is not faulty at all and therefore I can't have my refund, so I quote the SoGA and he said hes not allowed to talk to me about that, so I ask for the Manager, he comes over and again refuses to speak to me about this. He phones Customer Services and I speak to them and am put through to their 'Legal' Department, who also dismiss my claim, even though I quoted the SoGA to them. I also asked them for a Letter confirming why they were refusing my refund and why they think they are above the Law but they even refused to do that. So I am now left with a faulty Laptop and no refund. Where do I stand on this? Can I pursue a Criminal case under the Consumer Protection from Unfair Trading Regulations 2008? Thanks in advance.

Hi I bought a sim free mobile 13 days ago, and the wireless has not been working for 2 days now. I called into the store where I purchased it from today and they told me to phone tech support, which I did, then the adviser in the store spoke to them and he then said it was working see you later kind of thing. I get home and its still not working, so I phoned tech support and they say they have no log of the call from earlier, but done a factory reset on it and it still wont work. The lady on the phone gave me a call log number and says they will exchange it in store tomorrow. I phoned the store and they said they will have to go through it all again before exchanging it. I think they will try and fob me off again, so I am wondering what are my rights, just in case they do. Many thanks in advance.

I replied to the email as follows. Hi I am currently taking Legal advice regarding this matter and I am stating now that if anyone from your company attends my Property then the Police WILL be called and harassment charges will be pressed, which could result in your Employee having a criminal record. Take notice of the following. Please be advised that I will only communicate with you in writing. I have noted your repeated attempts to contact me by email and this has been duly logged by time and date. Furthermore, should it be your intention to arrange a “doorstep call”, please be advised that under OFT rules, you can only visit me at my home if you make an appointment and I have no wish to make such an appointment with you. There is only an implied license under English Common Law for people to be able to visit me on my property without express permission; the postman and people asking for directions etc (Armstrong v Sheppard & Short Ltd [1959] 2 QB 384 . per Lord Evershed M.R.). Therefore take note that I revoke license under Common Law for you, or your representatives to visit me at my property and, if you do so, you will be liable to damages for a tort of trespass and action will be taken, including but not limited to, police attendance. Regards

I havent quoted it to them, is that a typo from them or can I use it against them?

Hi I cancelled it after about a week or so, and they have only emailed me about it today. Can I tell them that if anyone does call at my house then it will be treated as harassment and the police will be called?

Hi Not sure if this is the right place to post this. I recently applied for Life Insurance cover, but then decided I dont want/need it so I cancelled it. However, I received this email from them today..... I have recently received correspondence regarding the cancellation of your Life Insurance plans When you took out the Life Insurance you signed an agreement to stay with ourselves for a period of 24 months. As you have now cancelled your direct debit you are now in breach of contract. You are now liable for the full repayment of £192.00 If you would like to discuss payment options including wavering the full £192.00 for a monthly repayment option please contact the office today before 8pm. Failure to respond will result in Court Proceedings and Doorstep Collection commencing Thursday 5th December. Agents will have all call recordings & your signed agreement. I would like to bring your attention to your signed agreement. The signed agreement was electronically signed by yourself on the 26th October 2013 from e mail address The agreement clearly states that you agree to stay with ourselves for the agreement period of 24 months. Any cancellations within that period of time will result in you becoming liable for the full 24 months premium @ £8.00 Electronic signatures do not need to mimic your actual signature. It is an accepted legally binding way to confirm agreements online, without the need of a wet signature. I look forward to speaking with you soon Thanks Jenna McCabe I am just wondering where I stand here. Thanks in advance.

Ann Marie has just rang me, and said the Regional Manager refused a cash refund and a cheque will be sent to my home address. Can anyone please tell me if this is the actual law of the land or just BH policy?

Hi Jason Thank you for your reply. I am no longer interested in a cheque, they are taking the mickey.....I want a cash refund. My patience is wearing very thin now.

Hi A quick update on this thread. Almost 3 weeks now and my cheque still hasnt arrived, so I rang the store and they were saying 'we cant do cash refunds' and they are 'trying to get hold of the Head Office'. I spoke to Ann Marie and she says that she is trying to get hold of the Regional Manager. Strange how when its us in arrears they are all always available. Ann Marie says she will call me back but I am not holding my breath. Where do I stand legally on this? Surely they can issue a cash refund as this cheque hasnt arrived, so are they just being arsey? Any advice would be helpful thanks.

Hi Ann-Marie I did ask to speak to you personally but they said you were on another line and would call me back.....thats the second time now you have failed to do so. I would be very grateful if you could chase this up as a matter of urgency as I wish to end everything with BH. I told the store manager I would be returning the item today or tomorrow, it will be tomorrow now and I would like it cleared up by then.

Ive only had it a few weeks, and they have said I can have a refund but its a cheque that will take 2 weeks, that is not good enough, why cant they just give me a cash refund? If I told them I was paying by cheque in 2 weeks I am sure they wont accept that.

Hi all Just an update and I'm after a bit more advice. I am not happy with what I feel is a standard response from BH regarding my complaint and I am now sending my item back, I rang Customer Relations as I refuse to deal with my store now (I even went to a different one to pay last week). They said I can return it and they will put me through to the store Manager, I spoke to her and she said yes I can return it but my refund will have to be a cheque which will take 2 weeks. So I rang CR back and they said thats their company policy. So where do I stand on this because I want to end my relationship with BH today or tomorrow and get my refund. What is the actual law on this because in my experience, BH operate within their own law. I am also in the process of sending the recording and any info I have to the OFT regarding the staff member.

Ann-Marie did phone me this evening and has put forward my complaint, because they cant get away with speaking to people like that. I must say though they Deputy Manager at the store was fine.

Update on the thread. Ann-Marie said she would ring me this Morning, and didnt, so I rang customer relations and spoke to somebody else, and she said Ann-Marie was 'nodding her head' and would call me back.....yep you guessed it.....she didnt.....thanks for that. Anyway I called into the store and they waived the charges and I am now 2 weeks in front, but I am still going to press ahead with a formal complaint to Brighthouse and the OFT for the abuse I received from the staff member.

Thanks, yeah I will update after my next visit there

I spoke to Ann-Marie today and she has kindly spoken to the store on my behalf, and I am going in early next week to resolve it, so from my experience the Customer Relations team are very helpful. Many thanks.

Thanks for your replies. I dont really want to ring the store as they are very rude, and I shall be making a complaint about the rude member (wont hold my breath for any action taken though). So they do have to send me a default notice? And do they need a court order to take it back. I am willing to resolve this but they are not interested.

Hello I recently got a Phone from Brighthouse, and have fell behind with 1 weeks payment, I rang the store to explain my situation and was met with a rude person telling me 'You must make a payment today, its company rules'. Now today, I had a manager ring me and says they want the goods back as I have only been with them a few weeks. I have read on here that they need a court order and need to issue me with a default notice? I have not had anything in writing from them yet, just verbal abuse. I read on the Citizens Advice website that they can repossess the goods as a third hasnt been paid, so I am a bit confused as to what they can and cant do. I was willing to pay them this week when I finally get paid, but after this I am seriously thinking of cancelling the HP agreement, but I dont want them turning up at my home. What are my actual legal rights for this, and can I cancel a HP agreement if its in the statuary 28 day thing? Thanks in advance.