Brighthouse damaged product

vburns85

Hi please bare with me whilst I try to explain everything:

We have brighthouse for 2 1/2yrs now and almost paid up thankfully as can't get rid of them. About 4 months ago our fridge freezer wasn't working so was told ours would be going off for repair and whilst that happened we'd get a loaner fridge freezer. Delivery men took ours away dragging it across the car park then strapping it to the truck without bubble wrap which concerned me but thought these guys should know what they are doing.

Anyway 2 months go by and finally my fridge is ready to be brought back - unfortunately I was picking the kids up from school so the missus had to wait for delivery - the driver & drivers mate arrived took the loaner away then brought "our" fridge in, tried leaving it in middle of kitchen with bubble wrap around it (my missus is 38 weeks pregnant at this point so the fact they left it like this for her to move was disgusting) my missus explained she wanted to check it for any damage before signing (I'd told her to check 1st because of my fears from when it got collected) driver weren't too happy about this but proceeded to unwrap it to which she found dents and scratches galore as if someone had got a sack truck and hit it a few times & reversed a truck into. Also a shelf missing from the fridge. She told the drivers she didn't want it in that condition as ours had gone away in mint condition. The driver told her she is not allowed to refuse it being as its her fridge being returned, she then phones the store to explain she doesn't want to sign as the paperwork says they accept is no damage etc... Store tell her to sign for it and will sort a replacement out.

Fast forward another 2 weeks and they finally send put a fridge to replace ours, it arrives and this time I am there to accept delivery, they get the fridge off the tail lift and I stop them in the car park and explain that until I've checked it out I don't want it in the house, driver refuses to unwrap it (to protect the goods) I end up having to rip holes in it to view the fridgeuch to the drivers disapproval to find that there is a massive deep scratch along one side of the fridge, again another across the front of it and a dent on the other side, straight away refuse much to the disapproval of the driver - I explain that although a pain for him I haven't paid for 2 1/2yrs to send away a fridge that is in as good a condition as if I had just brought it, he tells me they will only ever bring reconditioned ones as it would cost brighthouse too much to send a new one if they keep sending damaged ones!!! The bloody cheek it I've paid for enough to have 3 fridges outright!

The worry I now have is because I refused a damaged fridge will brighthouse say tough we sent you a replacement you refused it nothing more we can do.

If they refuse to replace my fridge with a like for like fridge that isn't damaged do I have rights? The issue is when my fridge was taken away originally they form I signed didn't have anywhere on it to say it was taken in good condition. When both our fridge and the replacement got refused I wrote on the form about damage. If they flatly refuse to replace it because we rejected the replacement I'd there someone we can go to higher up?

macman

Did you take any pics of it before it left your property? If so, that will show that the damage occurred under their control.