Poor service

On 28 September 2020 I purchased a LM 2000E Casals Lawnmower. On 30 November 2020, 2 months after purchase and being used only 5 times to mow a small lawn, the machine stopped working.

I immediately returned it to Brights Brackengate where I bought it. I was under the impression that the machine will be exchanged and that Brights will resolve the poor quality with the supplier. But, this is seemingly not a Brights policy.

Then I was told that Brights no longer "checks in" equipment (based apparently on an email instruction in the previous week). So seemingly the customer must resolve the matter with the supplier which I refused to do. A Brights representative then called someone and agreed to check the machine in.

But, then I am told that the machine must be sent to the supplier and that I will probably only get it back in the new year....! I insited that the supplier be contacted and we spoke with a representative at Creative Housewares. They undertook to "fast-track" the process.

I (not Brights) had to make several calls to Creative Housewares and on Wednesday afternoon I was told that their technician repaired the machine. (Apparently it was a broken belt). They said that they made contact with Brights. I then made about 4 calls to various personnel between Thursday and Friday at Brights hoping to collect the machine by Friday, but to no avail.

On Saturday (and a further 3 calls) I insisted that the matter be escalated and a manager was going to resolve the matter and call me back. But again - no feedback.

Now we are on Sunday 6 December and I still don't have a lawnmower.

This is totally unacceptable and I wish that I would never have to buy from Brights again. "Lets buy poor quality merchandise and leave it to the customer to resolve it"?