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Reviews 59
Paul F
Dec 12,2023I've had some good experiences using Bright Horizons back up care but they have let themselves down with my current issue. For some reason, my login has stopped working, the only screen I'm able to reach is one that tells me something went wrong and I need to call support. I did this last week and again today and told the issue is with their IT department and may take up to 2 weeks (or possibly longer) to resolve! I work in IT and a 2 week turnaround is ridiculous for such an issue let alone any longer. So, be aware. The system has flaws which may prevent you utilising what you are entitled to by simply locking you out. Poor!
H.Rae
Nov 09,2023NEVER SEND YOUR CHILD HERE! If I could have given less than 1 star I would have. We have decided we do not wish for our son to extend his settling in period and become permanent at Bright Horizons. Unfortunately Bright Horizons have not impressed us during the settling in period. On the first day of his settling session, I was alarmed at how long it took bright horizon staff to notice a child’s nose had be terribly running from clearly a cold he had to the point where it was dripping inside his mouth, staff only cleaned his nose once I had notified her. This also continued into the garden when the kids was playing, this same child nose was running badly and not one staff noticed and cleaned it. This has made me think this could have been our child left to eat his own bogey because staff are not vigilant and caring enough. My sons next settling in session starts at 9am-3/3.30pm, I receive a call around 8am on that day from staff asking if my son can be picked up from nursery earlier at 1pm due to short staff. Not only is this frustrating it is also worrying making me question how reliable is bright horizons childcare. Also on the same day of that settling in session, when my son got picked up his shoes and socks was completely wet leaving his feet very cold. When I spoke to staff I asked her how my son’s day went to see if she would mention how and why his shoes and socks was wet, she went through his whole day and there was no acknowledgment of his wet shoes and socks, I then went on to tell her he was picked up with wet shoes and socks and we are very upset and shocked that bright horizons was unaware he was even in wet shoes and socks, they don’t know how it happened, when it happened and how long he had been in these wet shoes and socks. Thierry is now feeling under the weather from being in wet shoes and socks. As a good will gesture from bright horizons we asked for our £200 upfront holding fee to be refunded back as the care our child has received has been underwhelming to say the least, of course bright horizons refused our refund request. NEVER SEND YOUR CHILD HERE!
SirFlinkleBum SirFlinkleBum
Sep 25,2023i prefer dolphin nursery
Jen Britton
Sep 18,2023Completely unreliable service and unhelpful customer team. Our back up care nanny didn't show up when they were meant to (after confirming with me the day before). When I called the nanny at the time seh was meant to be there she told me she was given the incorrect time by Bright Horizons. This left us in a hugely inconvenient and disruptive situation, and we ended up not being able to go to the event we had paid for. I've had to follow up three times with BH who offered no explanation and still have not refunded the babysitting charge I paid in advance. When I asked about covering the cost of the event that we paid for and had to miss it was a flat-out 'no'. Very disingenuous complaints team that clearly do not have any regard for their clients or the job they do.
Murugesh Vinod
Sep 11,2023The nursery was good, but had a horrible experience with the finance department. They never acknowledged payment properly. Please make sure you get a no-due email from the nursery before you leave. They came back to me after more than a year about some payments that were due, without any proper explanation. After all the conversations, I decided to pay after they accepted their mistake ( still not convinced ) It has been more than 1 month now with no acknowledgement in spite of repeated chasing. Horrible experience will never recommend them.
Xin
Aug 31,2023Horrible company to deal with. I ordered in home nanny, paid the by employer. However, I only offered 4 hours, they charged my full day, the customer service said they will issue refund, but never happened. They did not tell me when I first call them they will charge a full day when I only order 4 hours. Contacted them many times, no resolution. Never order services from them anymore. Very very bad experience.
Karen Bosch
Aug 30,2023Our local Bright Horizons had been closed down by Ofsted on hygiene and other concerns. When it reopened, we decided to give them a chance as the new management insisted things were better. However, they took our money and then closed the nursery down with only 1 month’s notice, which lead to a struggle to find an alternative, and unnecessary upheaval for the little one. Bright Horizons were not communicative or helpful and aggressively chased a small outstanding bill. The only good point was a kitchen staff member who really seemed to care about my daughter.
Stefan Shengde
Aug 29,2023Backup care is completely unreliable, a nanny was supposed to take care of our child for two days but she cancelled at 7 am in the morning and there was no replacement available (for both days). Customer care is of no help. Don't be fooled by the fancy online tool, this is a completely unprofessional company.
Concerned parent
Aug 24,2023I have attempted to use the emergency nanny service (that I get for free through my employer) and it is beyond unreliable. Bookings get cancelled all the time and parents are not informed of it until the day before, when it's too late to look for other care. Meanwhile they're not even trying to look for someone else unless the parent somehow guesses the nanny might have cancelled and gives them a call. You're better off not relying upon it than to think you have care and get surprised last minute. Such a shame to have such negative experience with what would otherwise be a lovely benefit and given the cost our employers bear to provide it. When nannies showed up they were great so it's unfortunate that there isn't better coordination
Michael
Jun 27,2023Bright Horizons is a provider chosen by my employer as a benefit for free back up care (childcare/senior care). I have used it on 3 separate occasions for senior care and each time the service has been appalling. Issues range from no care turning up even though I’ve been given confirmation, being asked to sign direct debit mandates even though my employer is paying and issues with settling invoices. The customer service is non existent. I’ve had calls reassuring me that my account has been placed on high priority and being monitored only for exactly the same issues to occur. I wouldn’t recommend this service and I am receiving it for free!!!!
FH
Jun 03,2023I worked at the Palmers Green nursery for 2 years, I once handed my notice in because they messed up my pay and was told that’s not a good enough reason to leave. Said manager was also very incompetent and screwed everything up, hence why she got the sack in the end. We then had about 6 different managers to support us before getting a permanent one. Support from area directors is abysmal, it felt like they looked down on us because they were however high up in the company, telling us what we’re doing wrong but not giving us advice on how to make it better. There are also a lot of unnecessary extras that this company have in staff expectations like a display template, and if the board doesn’t look like the template all your hard work and effort is getting ripped off the wall by the manager no less. Managers and area directors seriously need to think about staff well being and prioritise that as well as the children. I would not recommend this nursery as a place to work.
Mindful Eating
May 26,2023Poor customer service regarding interviewing I dodged a bullet when the person who I was talking to treated me with no respect as my cv did not have all my work history as I am a freelance thank goodness it went no further.I am grateful that my experience does not go by my CV and other people who have used my services know better a CV does not define you.!
Daniel OConnor
Apr 17,2023Fantastic setting at Springfields Bright Horizons in Lichfield. Staff are friendly and caring, and the nursey cater well for food allergies as well giving us peace of mind
Nena
Jan 15,2023Bright Horizons Gogarburn (RBS) They are so careless and I never liked them at all. My daughter always come with soiled clothes and paint all over her clothes and I have to wash them by hand first They are so careless and I never liked them at all. My daughter always come with soiled clothes and pain all over her clothes and I have to wash them by hand first to remove the paint otherwise it will color the other clothes in the washing machine. I provided them with a full cover dress for painting and they never used it because they wanted her to be free. Their food was horrible and she does not eat so she ends up starving, even though I provided them with a box of formula but they did not make her any milk. She was crying every time I pick her because she was starving, so I started to take food and snacks with me to feed her on our way back home. They are so dirty that every week she gets sick and there was a week she attended only one day and the next day she had a high temperature because she picked a virus and she did not go for two weeks. It looked like they were doing us a favour looking after her not we were paying £1274 /month for them to look after her, feed her and make sure she is healthy. So, We moved her into another nursery and this nightmare was over.
Matthew
Jan 06,2023Awful nursery. Put my son in this nursery paying the registration fees. A few months through all parents were informed that there is a “leak” in the roof and “for the safety of the children” we will have to move to another setting until the work is done and completed. Understandably we all want our children safe so drove my son miles to another setting. The regional manager “sherradin”, never responded to any of our emails from any parents wondering when we will move back to the other setting. As time went on still no email. Eventually she decides to get one of her dogs bodies to send out an email, stating they will not be renewing the contract at the setting which had the leak due to the significance of the damage and how much it was potentially going to cost. Many of us parents then had to put our children in other nurseries. You can imagine how unsettling this is for many children. There was no apology from the management. Awful behaviour from people that are supposed to care for the children. Upon speaking to a staff member, she let slip that they weren’t going to renew the contract even before I filled out the forms to register my son. When confronted with this information they constantly ignore you. All they care about is getting your money. My son learnt nothing when he was here. I now see it as a blessing, I moved him to another nursery, his speech had improved, the staff there are amazing. He’s already learnt much of the alphabet. If you care for your children do not send them here
Christopher Lawton
Dec 20,2022Where do I begin? I applied for a job at Bright Horizons - had online interview 3 days later, got offered the job the following day and given a start date - all seemed wonderful! I gave my notice to my now previous employer. However, Bright Horizons 'Talent Acquisition' (I prefer the old fashioned term 'HR') made an absolute clanger. No offer letter was sent. They couldn't check the progress as the 'system was down' when I made enquiries and their 'compliance team' who should have carried out DBS checks etc never got in touch. In short, nobody seems to actually know what they are doing. So thanks to 'Bright' Horizons, I am now unemployed and obviously suffering a loss of earnings through something that is no fault of my own.
Diana Marcus
Nov 14,2022Very poor service. Whilst the individual nannies are good the actual management is below par. We have had several cancellations last minute (the night before) saying they are double booked and leaving us in the lurch. Therefore you cannot trust their booking process at all. Confirmations mean nothing!
Very Annoyed
Nov 14,2022I've used the emergency nanny agency part of this company and have had nightmare upon nightmare with them. Repeatedly let down, leaving us in the lurch, wife in tears. They wait until less than 24 hours before your booking before changing nanny to someone you don't know, has the wrong experience, and whose CV haven't approved, then won't refund you citing their late cancellation policy. The staff at the call center are completely hopeless, they refuse to let you escalate or speak to a manager, and the complaints email doesn't get a response. Deceitful rogue traders, avoid at all costs.
Elb
Nov 04,2022If I could give 0 stars I would!!! This company has been terrible from day one of starting at the setting. Then when we pulled our child out, the customer service and competence of staff at head office was shocking. One positive and capable member of staff finally sorted our refund after a month of chasing in one day!!! I would give this company a very wide berth!!
Pioneer House, 7 Rushmills, NN4 7YB, Northamptonshire, GB
http://www.brighthorizons.co.uk
Kenny
Dec 12,2023Terrible registration process. Impossible to get set up. Avoid.