LifeConnect24 Reviews

Name: LifeConnect24
Address: 42 Barnard Rd, Bowthorpe Employment Area,, Norwich, Norfolk
Rating: 4.66

4.7 Rating 7,917 Reviews

93 %

of reviewers recommend LifeConnect24

4.7

Based on 7,917 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	Greater than 93%
Accurate And Undamaged Orders	98%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Easy

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LifeConnect24 5 star review on 26th November 2024

LifeConnect24 5 star review on 5th March 2022

Steven North

Anonymous

Anonymous // 01/01/2019

Filter: Rated 2 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Beware when you cancel if you have a quarterly plan as they don't offer any refunds, even if you return the equipment way in advance of the period the payment is covering (in our case returned the product due to a death and they would not refund the payment taken in November that covers January to March 2022 even though the equipment was received by them on 25th November. They cannot offer any explanation as to why and just quote terms and conditions at you and cooling off period! They also advise their industry is not regulated and there is no ombudsman to contact. It is not the money it is the principle they they are retaining funds for services they are not providing. To keep things balanced having the alarm for our elderly relative did provide us with peace of mind and the emergency call handlers were always lovely no matter what time of the day or night the alarm was triggered.”

Helpful Report

Posted 3 years ago

Dear Fiona, Thank you for getting in touch and for providing us with your feedback. I am sorry to hear that you have been unhappy with the cancellation process. I am pleased to hear that the system did provide you all with good peace of mind and you had a good experience with our emergency call handlers. I can see that your complaint is currently being looked into with our Customer Relations team. Should you wish to discuss this further, please feel free to email us at info@lifeline24.co.uk or call our friendly team on 0800 999 0400. Again, I would like to apologise for any upset or inconvenience caused. Please let us know if you require any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“I needed to get a neighbour to help install it. The email to do with the form of information about my mum,wasn't emailed to me and still hasn't been. We needed help. We couldn't have done it by ourselves.”

Helpful Report

Posted 3 years ago

Dear Annette, Thank you for getting in touch and for leaving us your feedback. I am very sorry to hear of the difficulties you have experienced with the setup of your system. The alarms we provide are designed as a 'plug and play' system which means that they are sent out preprogrammed and ready to install. The standard alarms that we use plugin the same way as a standard landline phone - into the phone line and a source of power. For our customers with a more complicated setup, or that feel they would struggle with installing their alarm, we can provide a newer sort of alarm that simply plugs straight into the landline. Our friendly Technical team is available 24 hours for any queries you may have. I have ensured to resend you your order confirmation, which includes a link to our online registration form. I have also sent you a further backup email with just a link straight to the forms. I would also recommend double-checking in your spam folders. Again, I would like to apologise for any upset or inconvenience caused. Please let us know if you require any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“To small and difficult to use”

Helpful Report

Posted 3 years ago

Dear Jeanne, Thank you for getting in touch and for leaving us your feedback. I have looked into your account, I am very sorry to hear that the key safe did not meet your needs. I can see that one of our friendly Customer Service team has been able to organise the return of the safe. If we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“I have not received my alarm yet!”

Helpful Report

Posted 3 years ago

Dear Phyllis, Thank you for getting in touch and for providing us with your feedback. I am very sorry to hear that you have not received your alarm. I have been able to track your order and can see it is due to arrive today. Again I would like to apologise for any inconvenience caused. Please let us know if you require any further assitance. Kind Regards, Rebecca

Posted 3 years ago

“It doesn't clam to do what I had thought so I am returning it. You promised my a returns label a week ago, I am still waiting for it! Please do as you said you would do.”

Helpful Report

Posted 3 years ago

Dear Ray, Thank you for getting in touch. I am sorry to hear that the system was not what you were expecting. Please take this as confirmation that Freepost return packaging has been sent to your address. I would like to apologise for any delays. In the meantime, if we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“I’m hoping the service is going to get better. The unit was delivered to the wrong address, the direct debit mandate wasn’t set up and you took the full amount out of my account straight away. It was apparently a computer glitch but we have set it up today and the information still hasn’t been sent over to the call centre I’m assured it has now been done But I’m lacking in confidence”

Helpful Report

Posted 3 years ago

Dear Belinda, Thank you for getting in touch and for leaving us your feedback. I am sorry to hear of the problems you have experienced with the setup of your account. I have organised for a member of our friendly Customer Service team to call you to ensure that you have received your alarm and the account is now set up as you expected. I can confirm that we have now received several successful tests from your alarm with the full profile you set up online. I believe there has been a bit of a miscommunication. Our Fall Detector plan when ordered online is taken as an Annual subscription. The full payment is taken when you place your order. We do also request a Direct Debit mandate but this is set up for the following year. I can see that you have since been in touch with our team who have amended your plan to be taken three-monthly in the following years. Again I would like to apologise that you did not receive the alarm as expected. Should you have any further queries, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“Distressing that no contact from you to confirm cancellation of system due to customer passing away , very difficult to get in touch with lifeline24 once they have your bank details”

Helpful Report

Posted 3 years ago

“A disappointing response from Lifeline regarding my Father's death. I phoned last week to report his death, no condolences offered, and I was simply asked for the post code to identify him. The relevant team were unavailable but I was promised a callback the next day. Six days later I have had to chase them again, and another Customer Service agent was able to help but seemed to be focussed mainly on how they would get their equipment back. Again, no condolences or apology offered for failing to call me back, until I pointed out they weren't making things easy at a difficult time. To top it off they do not refund unused months of the contract, which is poor policy given the business they are in, and not in keeping with the policies of other big companies- several of my Dad's Utilities companies have taken a much more efficient and compassionate approach.”

Helpful Report

Posted 4 years ago

Good Afternoon, Thank you for your feedback and for bringing this matter to our attention. On behalf of us all at Lifeline24, I am very sorry to hear of your loss and hope you are doing well at this difficult time. Firstly, I am very sorry to hear that you were not called back as expected. It is also disappointing to hear that you have found our colleague to not be apologetic. I have brought this matter to the attention of our Senior team so we can look into ways of ensuring that callbacks are not missed. In regards to the system, you are more than welcome to hold on to your alarm for the remainder of the term. There is no rush with returning the system. From looking into the account, I can see that the agreement you took out with us was to receive a significant discount, which we are only able to provide when taking out the year in full. I can see you are just over 8 months into the year. I am sorry to hear that you did not find this to be clearer. Again I would like to thank you for bringing this matter to our attention as it will allow us to improve our service going forward. If you have any further feedback, or if we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Lifeline24

Posted 4 years ago

“Phone does not work have informed you no response.”

Helpful Report

Posted 4 years ago

Dear Cheron, thank you for your review. A member of the Customer Services Team attempted to call to resolve the issue but we couldn't reach you. If you are still having this issue please call on 0800 999 0400 or email on info@lifeline24.co.uk for assistance. Warmest Regards - Philip

Posted 4 years ago

“The wrist sensor and fire alarm does not work, although Lifeline are in the process of replacing these but explains a low score. Perhaps testing before sending needs improvement.”

Helpful Report

Posted 4 years ago

Hello, Thank you for your review. I am very sorry to hear of the difficulties you have experienced with the setup of your system. From looking into your account I can see that our Alarm Centre team have been able to organise replacement equipment for you. I will organise for a member of our technical team to be in touch to ensure that the replacement equipment works. In the meantime. please do not hesitate to get in touch should you require any further assitance. Kind Regards, Rebecca

Posted 4 years ago

“I a very disappointed that I was not offered a price for Pension Credit, and this equipment is essential. I still have not received this, and advertised "in Stock". My family are devastated about this, and live so far away.”

Helpful Report

Posted 4 years ago

Dear Angela, Thank you for leaving us your feedback and for bringing this to our attention. I am very sorry to hear that you have not received your system. I have tracked your order and this shows as being due for delivery today. A member of our team will call shortly to confirm whether this has been received and, if necessary, to organise for a replacement alarm unit to be sent out to you. We are the cheapest national provider of the Lifeline system and always do our best to keep our prices as affordable as can be for what is often such an essential system. Because of this, we do not provide discounts for Pension Credit. I hope that we can resolve this complaint for you as soon as possible. Should you have any further queries, please do not hesitate to get in touch on 0800 999 0400 or at info@lifeline24.co.uk. Kind Regards, Rebecca

Posted 4 years ago

“have no complaints about how helpful Lifeline 24 when taking out a contract and setting up the equipment. I cancelled the contract 30/11 after 3/4 months due to my mothers death, I was asked to return the equipment, which took a bit longer as than anticipated as I didn't live near her.. I then received an e-mail on the 18/12 saying they hadn't received the equipment, and as it was rented it had to be returned I phoned to say the goods had been returned and they said there was a wait for goods to be cleared as they have to be cleaned, I then asked about the refund on the remaining contract, I was told that I had had a cooling off period of 30 days, as I informed them my mother didn't cool off she passed away, but apparently they don't give refunds. I told them I thought this was wrong as they were making money out of a deceased person, and nobody else I had contacted re-outstanding contracts i.e the television license takes this view. Also they re-rent the equipment and are therefore making money out of my mothers death twice. First for the original contract and then on re-renting it. I did argue my point and was told I would need to wait until the goods had been cleared and someone from management would get back to me. Management did get back but I was unable to take the call, they were going to get back again which they didn't. I phoned them again and was offered £40, 50% of the outstanding contract, which I took, as at this time I didn't have the energy to argue with them. So although it might be more expensive if in doubt go for a monthly contract, or don't tell them and keep the equipment until the contract expires (then they cannot make money out of your loss), even if you relative goes into hospital and then care you will not get a refund on you contract.”

Helpful Report

Posted 4 years ago

Dear Julie, Thank you for getting in contact and for taking the time to leave us your feedback. On behalf of us all at Lifeline, I am very sorry to hear of our loss and hope you are doing well at this difficult time. I can see you have been in contact and your complaint has been escalated to our senior team, whom have been able to arrange a refund. I would like to apologise for any upset or inconvenience caused. Please let us know if we can be of any further assitance. Kind Regards, Lifeline24

Posted 4 years ago

“Ordering procedure was straightforward and delivery as promised. Instructions to set up were good. On set up the unit dialled the wrong number. Not a good start. The help team response was reassuring but on testing again I could here the helpers voice clearly but she could only here me intermittently. A new unit will be delivered in a couple of days but this means a wasted trip from Huddersfield to Harrogate and having to do it all over again. Very disappointed and now worried about future reliability. Help team are courteous and well trained.”

Helpful Report

Posted 4 years ago

“At 74 yrs old and just out of hospital I am in no condition to even think about trying to put together all the things necessary to activate your "wonderful" product. I have read and understood all the literature but unfortunately fallen at the first hurdle, so thank you for nothing Eddie”

Helpful Report

Posted 4 years ago

Dear Eddie, Thank you for your review, and for bringing this to our attention. I apologise for any difficulty you have had with activating our equipment. A member of our Customer Service Team has contacted you and we are working to resolve this issue as soon as possible. In the meantime if there is anything else we can assist you with at all, please do not hesitate to reach out to us. Warmest Regards, Lifeline24.

Posted 4 years ago

“My father changed his mind about this alarm once I’d ordered it. I had been assured that there was a one month , no questions asked return policy but it had not been made clear to me that I would lose the £35 set up fee. The item was not taken out of the box nor set up on your system. I understand there will be some costs involved in returning equipment but feel this is too much and should have been more transparent.”

Helpful Report

Posted 5 years ago

Good Afternoon, Thank you for leaving us your feedback. I am sorry to hear that our setup fee was not better explained to you at the point of order. When we receive our alarms there is a lot of work that goes into getting them ready to be sent out. This includes the preprogramming of the alarm and linking of the pendants, as well as the administration costs associated with beginning a new account with our care team. The one-off setup fee covers everything we do to the alarm before it is sent out and therefore is non-refundable. Our refunds are processed on a case by case basis. I hope this has provided further clarity. Again, I would like to apologise that this was not explained to you better at the point of order. Should you have any further queries, please do not hesitate to get in contact. Kind Regards, Lifeline24

Posted 5 years ago

“In terms of the service my father when he used it absolutely brilliant! The people that were on the emergency phone line were quick, courteous and showed no annoyance when my father or the carers set it off accidently. However, when we were finished with the service when my father died we did not get a refund for most of the year that was still remaining as he paid annually. Lovely way ofmaking money through someone else's misery - go Lifeline 24”

Helpful Report

Posted 5 years ago

Dear Kathryn, On behalf of the team here at Lifeline24 I am sorry to hear of your loss and hope you are doing well given the circumstances. I am glad to hear we were able to help and provide a quality service. We have a number of plans with varying lengths. We also offer a significant discount on our longer terms plans. Whichever plan you choose, all of our plans are actually paid in advance and while we do have a 30 day cooling off policy the plan is not refundable beyond this. We do offer a transfer to anybody else that may benefit from the remaining time. All refund requests are reviewed on a case by case basis and on this occasion one was not due as per our policies. We value your feedback and this has been passed on for review. If you need any help with anything or have any further queries, please do not hesitate to get back in touch. Lifeline24

Posted 5 years ago

“Although it claims to be useful all round the house and even in the garden, my mother tells me that she cannot hear or be heard from her bedroom which is in the next room to the unit. Is there a volume control or some other way to increase the sound?”

Helpful Report

Posted 5 years ago

Dear Margaret, Thank you for leaving us your review. The alarm pendant has a range of 100metres from the base unit. This means that the alarm can be activated anywhere within the home and garden. Whilst the system has a very loud inbuilt speaker and sensitive microphone, it will depend on the property where we can and cannot speak to your Mother. In the event that communication over the unit is unsuccessful, we will try to contact her on her home or mobile phone number, before calling through the list of contacts. Regardless of whether we make contact with the Alarm User or not the activation will be treated as if it were an emergency, and followed up until we have verbal confirmation that the user is safe. I can see you have since been in contact with our friendly Customer Service team who have been able to advise how to increase the volume on the unit. Should you have any further queries, please do not hesitate to get in touch. Kind Regards, Lifeline24.

Posted 5 years ago

“I have not received any information from your Company yet!”

Helpful Report

Posted 5 years ago

Dear Jackie, Thank you for leaving us your feedback. I am sorry to hear you have not received further communication from us. I can see you have since been in contact with our Customer Service team and they have been able to assist you further. Again, I would like to apologise for any inconvenience caused. Should you have any further concerns, please do not hesitate to get in touch. Kind Regards, Lifeline24

Posted 5 years ago

“I’m rather disappointed wth my wrist alarm. It has gone off twice accidentally. It’s then difficult to stop. Secondly i have very thin skin and it has bruised my wrist. Third I thought I would be covered for a greater area. If i fell out walking I’m not covered Your comments would be appreciated”

Helpful Report

Posted 5 years ago

Dear Deirdre, Thank you for leaving us your review and for bringing this matter to our attention. I am very sorry to hear of the difficulties you have had with the Fall Detector and the bruising you have experienced. A member of our Customer Service team will call you very shortly to ensure you are not left with an alarm which is not suitable for you. Our Falls Detectors are designed for those who are unable to press their pendants, for example, for people prone to fainting or blackouts. This does mean that they are very sensitive to ensure they do go off when needed. If you do not fall under this category, the standard MyAmie Pendant can be more than suitable. All of our alarms are designed for use within the home and have a range of 100metres. I am sorry to hear this was not better explained to you at the point of order. Again I would like to apologise on behalf of Lifeline24 for any upset or inconvenience this has caused. Should you have any further comments or concerns, please do not hesitate to get in contact with us. You can call on 0800 999 0400 or email us at info@lifeline24.co.uk. Kind Regards, Lifeline24

Posted 5 years ago

“I ordered the Pendant version of the Fall detector but didnt realise it only detected hard falls. Mum has fallen several times and the alram has not has not activated. The Paramedics have advised that we need the wrist version.”

Helpful Report

Posted 5 years ago

Dear Anita, Thank you for leaving us your feedback. I am sorry to hear of that you have had problems with your Mother's Fall Detector. A member of our customer service team has called in order to arrange a replacement wrist detector to be sent to you. However, they were unable to reach you. We will try to be in contact again regarding this. In the meantime, please feel free to get in touch with our customer service centre on 0800 999 0400 or by emailing us at info@lifeline24.co.uk. Kind Regards, Lifeline24

Posted 5 years ago

LifeConnect24 is rated 4.7 based on 7,917 reviews