Anonymous
Unfortunately I needed to cancel my order as my grandparents decided that they did not want the product after all. Although the contact centre team were helpful and prompt in response to my emails, they initially failed to offer the full refund I was entitled to under distance selling regulations and by virtue of the fact that we had not been presented with the terms and conditions to read and sign, having not yet worked through the new customer registration process. I had to specifically challenge their response to get the full refund including the £35 "new customer fee". I believe this is terrible service for a company that deals primarily with vulnerable people; if Lifeline24 had been dealing directly with my grandparents, I know they would not have challenged the initial response. The matter was rectified, but then I also had to chase up the refund as it had still not been processed three weeks after returning the equipment.
Helpful Report
Posted 1 year ago
Dear Customer,

We are so sorry to hear of your distress regarding this matter. We do aim to provide a swift, friendly and flexible service and do sincerely apologise that we have not been able to deliver such a service on this occasion.

We hope that the refund has now appeared in your bank account and once again, please accept our sincerest apologies for the experience you have had.

We wish you all the best.

Louisa
Posted 1 year ago
Lifeline 24 is rated 4.80 based on 3,807 reviews

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