Ive been a customer of brighthouse for about 10 years now. Never had any probs with them. Rarely late on payments but when i have been the staff in my local shop will ring me to let me know and ask when i can come in and pay. Usualy they dont add on the late payment fee if i can get in and pay within a week. I bought a new bed from them. It was faulty when they delivered it but as they didnt have anymore instock and dint know when they could replace it they left the new bed at my place till they could replace it and knocked a few weeks payments off it as a sorry. Bought a TV from them and pixels started to die within 6 months. They took it back to repair it. Still waiting for them to return the TV So dont know if they have repaired it or going to replace it with a brand new TV as the agrement says if they cant repair it within a set amount of days they will give me a brand new TV as its a new for old policy. Most case the stuff they sell is cheaper than other shops but with the extras and interest added on it will cost a bit more. In some cases even with the interest added some of their stuff is still cheaper than paying cash in other shops. IE a phillips food processor i got from them several years ago £125 with all the attachments. on amazon the same model was £300 with no attachements plus £100 for each attachement. Even with interest added the total cost was still only £200. A samsung 3D TV i got from them with interest was only £1400. Curry's was £1700 cash. The trick with brighthouse is never be late on payments and were possible pay more a week than the agreement so u pay less interest. Im usualy a few months ahead on payments so i end up paying less than i would if i just paid the minimum amount each week, .. IE my current TV i got on a 12 month agrement and im only 3 payments short of paying it off 4 months early so a lot less interest to pay plus all the other stuff like insurance and brigthouse cover for repairs. The faster u pay it off the less u end up paying. Customer service can be a bit hit and miss depending on the staff in the shop. Some r better than others. My local shop has very good customer service and very freindly staff. Always get asked if i want a cup of tea or coffee if i have to wait to make a payment if they r busy doing a new contract with other customers. Yes i did have problems a few years ago with bad staff and bad manager but when they sacked the manager and got in new freindly staff things improved a lot. Another local shop that has now closed down had bad staff and not very freindly. So the experiance u have will depend on how good the staff is at ur local shop. The owners of brighthouse listened to the complaints about them and fixed it by getting rid of the bad managers and staff and got in better staff. Reduced interest payments and made a lot of their products cheaper and now have a price match garuntee where they compare their prices with argos. They also give lower interest rates for customers who have been with them for a long time. So the interest u pay is based on how long u have been a customer for. New customers might pay 99% interest but older customers can pay about 49% interest which is what i pay. So if u stay a loyal customer long enough and keep up with payments ur interest rate will drop. The loyalty scheme recently started when a new CEO took over the comapany. They used to have a lot of bad reviews But they have been improving a lot over the years. But think most of the bad reviews were from customers who got behind on payments or just stopped paying and had the debt collectors come round to get the goods back that had not been paid for. The high interest rates is due to people not paying for what they bought and the cost of the losses get added to other customers. Most cases they will deliver the items u bought within 7 days. But sometimes they might be out of stock and have to wait a bit longer. But they will usualy check and see if the item is in stock before they do the agreement with u. With the bed i got from them it was out of stock so went on the waiting list. When it was in stock they rang me to let me know so i could go in and do the agreement. It was faulty when deliverd but they ran out of stock again so had to wait a few months for a replacement. When they deliver they not only bring the item in and put it in the room u want it in they will assemble it and check everything is ok before they leave and take the packaging away with them. Unlike other companies who just drop the items u bought on the doorstep and leave it upto the customer to get them inside and asemble. Thats how brighthouse knew the bed was faulty cause they asembled it and found the fault and made a note of it and let the shop know a replacement was needed as it couldnt be fixed. U can pay cash on all the items they sell or have it on installments if u cant afford cash. U might be surprised that some items r cheaper than other shops or online shops. Ive bought a few items from them for cash rather than payments as they were cheaper than anywhere else i looked. Ive never returned anything i bought from them so not sure how good they r on that. But i have upgraded some items i got from them which was easy. IE a TV i had that was still on payments i upgraded to a better TV. Just had to go in the shop do a new agreement and they took the old TV away when they delivered the new TV. They used to replace faulty items with a like for like system where if they couldnt repair an item they would replace it with another item of the same age and specifcations. IE a PC i had from them packed up and couldnt be repaird so they gave me another PC returned to the shop by another customer after they refurbished it. But now they do old for new replacments so if something goes wrong u will get a brand new item instead.