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LifeConnect24 Reviews

4.7 Rating 7,397 Reviews
94 %
of reviewers recommend LifeConnect24
Company Reviews Product Reviews
1,184
 Metrics Info
4.7
Based on 7,397 reviews
Shipping & Delivery
Delivery Methods
Postal Service
Average Delivery Time
Next Day
On-time Delivery
Greater than 94%
Accurate And Undamaged Orders
98%
Customer Service
Communication Channels
Telephone, Email, Live Chat
Queries Resolved In
Under An Hour
Customer Service
4.6 out of 5
Returns & Refunds
Refunds Process
Difficult
Returns Process
Easy
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LifeConnect24 5 star review on 3rd May 2024
Pete Smith
LifeConnect24 5 star review on 13th May 2022
Andrew Southgate
LifeConnect24 5 star review on 13th May 2022
Andrew Southgate
LifeConnect24 5 star review on 13th May 2022
Andrew Southgate
LifeConnect24 5 star review on 5th March 2022
Steven North
LifeConnect24 5 star review on 15th February 2022
Sarah Fallon
LifeConnect24 5 star review on 13th December 2021
Samuel Price
23
Anonymous
Anonymous  // 01/01/2019
Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful
Andrew Exelby (on Behalf Of Dorothy Budgen)
Verified Reviewer
“I resent having to give this company even 1 star! Please BEWARE before purchasing from this company that their tactics are shrewd at best, but plain disgusting really. My grandmother had a fall and I felt the need to get her an alarm - I chatted online with someone at Lifeline to confirm that there would be a full refund should she not be happy with the unit and wish to return it. The live chat operator confirmed this, so I ordered. On receipt of the device, my gran decided it was too complicated and not for her, so I called Lifeline to arrange the return. I was told that someone would need to call me back (odd). Shannon called me back and was fairly sharp in stating that as I had already paid for three months use upfront, this would not be refunded and could I pass the device to a friend or family member who might want it - I explained that I had spoken with an operator prior to purchase who had confirmed that I could return the device and get my money back. Shannon told me to send the device back and they would process it from there. Minutes later, I missed a call from Shannon, so I called her back. Thankfully I spoke to someone more senior than Shannon who agreed that under the Consumer Protection Rights Act, I was due a full refund - the lady I spoke to was far more helpful and arranged for the returns label to be sent so that I could return the device. I returned the device on 28/02 and my gran has not had any money returned to her as of 09/03, so I called Lifeline to find out what was happening. I was then told that the device had been received, but not yet processed and when it is (next couple of days), that my gran will receive a refund MINUS £35 JOINING FEE. When I asked why, given the Consumer Protection Rights Act legislation that states a minimum 14 day cooling off period allows for a full refund, the representative told me that their terms state the joining fee is non-refundable. I cannot urge people strongly enough NOT to trust this company - I have been underwhelmed and unimpressed by the complete disregard with which they treat their customers and it is extremely concerning given that most of their client base would be elderly or vulnerable so will probably roll over and accept this treatment. I will be consulting Citizens Advice and seeking legal advice - DO NOT BUY FROM THESE PEOPLE!!!”
Helpful Report
Posted 2 years ago
Dear Andrew, Thank you for getting in touch and for leaving us your feedback. I am sorry to hear that the system was not suitable for your Grandmother. You are correct, within the first 30 days you are due a refund. I am sorry to hear there was some confusion with this and that you were given the incorrect information. Unfortunately, there is a lot of time and work that goes into starting a system up and getting it sent out. This means that with our systems a non-refundable joining and setup fee is required. This covers the costs that go into testing, pre-programming, and sending out the alarm. It also covers the admin costs of starting up your account with the Alarm Response Centre and registering the contacts and medical details. I am sorry to hear that this was not made clear enough. It is certainly not our intention to upset or mislead our customers so I will pass your feedback on to our Senior team for them to review whether there are ways we can explain this better to our customers. Thank you again for leaving us your feedback. Again, I would like to apologise for any upset or inconvenience caused. Kind Regards, Rebecca
Posted 2 years ago
Doreen Thompson
Verified Buyer
“First sensor didn't work. Second sensor didn't work. No follow up to check. Chased up and 3rd sensor promised. Nothing received & no follow up several days later.”
Helpful Report
Posted 2 years ago
Dear Doreen, Thank you for getting in touch and for leaving us your feedback. I am very sorry to about the issues you have experienced with your system. I can see that our Technical team has been investigating your issues and have recently discovered a solution. We did try to get in touch today to apply the update but unfortunately, we were unable to reach you. I have emailed you directly to confirm the best time and phone number for us to reach you on. Again, I would like to apologise for any upset or inconvenience caused. Please let us know how you wish to proceed. Kind Regards, Rebecca
Posted 2 years ago
Raymond Brasier
Verified Buyer
“Not very impressed as I have not had a response to my information form and have not been able to activate my alarm , very disappointed so far should be no stars really.”
Helpful Report
Posted 2 years ago
Dear Raymond, Thank you for getting in touch and for leaving us your review. I am sorry to hear that you have been unhappy with your recent order. Thank you for bringing this to our attention as we will need to investigate why you were not contacted. I can see that you sent a paper copy of the form to us in the post so our usual process would be to email or call you to confirm this. I can see you have since been in touch with our friendly Customer Service team who have been able to confirm that your form has been received. I can see that your alarm is now active. As a goodwill gesture, I have added a month of free service to your account so that you have not been charged for any time you have been unable to use. Again, I would like to apologise for any upset or inconvenience caused. If we can be of any further assistance please do not hesitate to get in touch. Kind Regards, Rebecca
Posted 2 years ago
Jill Ryan
Verified Buyer
“This company is totally inefficient.”
Helpful Report
Posted 2 years ago
Dear Jill, Thank you for your review. I am sorry to hear you have been unhappy with your service. From looking into the account, I can see you have since been in touch with our Customer Resolutions team who have been able to resolve your complaint. Again, I would like to apologise for any upset or inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca
Posted 2 years ago
John Nicholas Birtley
Verified Buyer
“sorry it is not working and I am 76 and unwell I am disabled have a electric wheelchair and a power mobility scooter”
Helpful Report
Posted 2 years ago
Dear John, Thank you for getting in touch and for providing us with your feedback. I am sorry to hear that you are having difficulties setting up your alarm. I have passed your review through to our friendly Technical team. You can expect a call back from one of my colleagues very shortly to go through the setup. From looking into the account, I can see that you have opted for our GPS alarm. This system is very straightforward to get going. You will simply need to charge up the alarm for a few hours and then press the button to do your first test. Again, I would like to apologise for any inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca
Posted 2 years ago
Anonymous
Unverified Reviewer
“Unfortunately I had to cancel and was bombarded with telephone calls and continuously charged afterwards . This is not acceptable behaviour”
Helpful Report
Posted 2 years ago
Good Morning, Thank you for getting in touch and for providing us with your feedback. I am sorry to hear you have had a negative experience with your account. I apologise that you have found the contact from us to be excessive as this is certainly not our intention. I have located an account with the email address provided in your review. Unfortunately, we have nothing to suggest that you wanted to cancel your account. It is important for us to keep in contact with our customers so that everything on the account remains clear and issues like this do not arise. We have made an effort to contact you to ask how you wish to continue with your account and inform you that we are still awaiting your registration details. However, as these calls went unanswered, we had no way of knowing you did not want the system. I am sorry to hear that you feel you have been bombarded with calls as this is not our intention. I have passed this feedback on to our Senior team so that we can review the way and frequency we contact our customers. I can of course begin the cancellation on your account but we would need to call you to finalise this and organise the return of the rental equipment. Alternatively, you can call us on 0800 999 0400. Again, I would like to apologise for any upset or inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca
Posted 2 years ago
S Bailey
Verified Reviewer
“The worst company. Absolutely no compassion. My dad died and his belongings were bundled away including the box. I was hounded saying I had to return the life line box or pay over £100. I had to search belongings. Eventually after a week of searching i found box and sent it back. Then had a series of calls demanding the pendant or £47. I said for god sake my dad has died. I eventually found the pendant and returned that also. I have now had 3 further calls saying they can't find it and I owe £47. UNBELIEVABLE AVOID LIKE THE PLAGUE!!!!!!!! They now say they are calling in the new year..”
Helpful Report
Posted 2 years ago
Dear S Bailey, Thank you for getting in touch and for leaving us your review. 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. I am sorry to hear that you have been unhappy with the way that your account closure has been dealt with. We do not make any money from replacement equipment. It is simply that as the equipment is provided on a rental basis it must be returned in order for an account to be fully closed. I have passed your feedback on to our Senior team so that we can review the frequency of calls as it is not our intention to upset our customers with these follow-up calls. I can see from your account that you were in touch recently regarding sending back the pendant to us. We did send an email with a printable Freepost label so that the alarm could be returned to us free of charge. The labels we send include a tracking number so that when they are used our clients are able to track the return of their item. If you are able to provide us with proof of postage, or the tracking number you used, we can certainly use this information to follow up a claim with Royal Mail. Unfortunately, if you do not use our Freepost label or do not send the item tracked we have no way to locate missing items. I can see that due to the circumstances surrounding your account closure our Accounts team has agreed to discount your outstanding payment to £25. This is significantly less than what it costs us to order replacement equipment. I am very sorry for any upset or inconvenience you have experienced with closing your account. Thank you for providing us with your feedback as it will allow us to make improvements to our services. Please let us know if we can be of any further assitance. Kind Regards, Rebecca
Posted 2 years ago
Elizabeth Aggarwal
Verified Buyer
“No instruction on how to install the contact box to the wall. Setting the code also seemed excessively complicated. I wish I had not made the purchase and would like to return it! Elizabeth Aggarwal”
Helpful Report
Posted 2 years ago
Dear Elizabeth, Thank you for getting in touch. I am sorry to hear about the difficulties you have experienced with your key box. Please contact our friendly Customer Service team on 0800 999 0400 or email info@lifeline24.co.uk at your earliest convenience. We can certainly organise the return of your box or alternatively, we can organise for an engineer to help you to attach this to the wall. In the meantime, if we can be of any further assistance, please do not hesitate to get in touch. Kind Regards Rebecca
Posted 2 years ago
John Padkin
Verified Buyer
“Haven't got an order number and the registration form will not allow me to proceed without one. Didn't have an email welcoming me to Lifeline24. Didn't receive the set until two days after ordering. Having difficulty understanding the installation details.”
Helpful Report
Posted 2 years ago
Dear John, Thank you for getting in touch. I am sorry to hear of the difficulties you have experienced with the setup of your account. From looking into your order, I can see that you ordered online meaning that your order number will have been sent to the email address you provided. All of these emails are automated. I would recommend double-checking in your spam folders just to be sure. Should you wish, I can resend this information or to a different email address. Thank you very much for bringing this error to our attention as I have contacted our web team to investigate why this email may not have been sent. I apologise that there was a delay in the receipt of your alarm, unfortunately in some areas, the Christmas post means that deliveries are a little unreliable. However, I am pleased to hear you have now received your system. Our friendly Customer Service line is open 24hours for any queries you may have and the quickest way to resolve any issues is just by giving us a ring. If you are having difficulty with the installation details I can also schedule a call back from a member of our Technical team. Again I am very sorry to hear of the difficulties you have experienced. Please let us know if we can be of any further assistance. Kind Regards, Rebecca
Posted 2 years ago
Anonymous
Verified Buyer
“Bad start because the wrong item was sent and now I don't have it to get started like I needed to. Really upset.”
Helpful Report
Posted 2 years ago
Good Evening, Thank you for getting in touch and for leaving us your review. I am very sorry to hear that you received the incorrect item. I can see that you have now received the correct item and have tested through successfully. Again I would like to apologise for any upset or inconvenience caused. Please let us know if you require any further assitance. Kind Regards, Rebecca
Posted 2 years ago
Colin
Verified Reviewer
“No soul, charged for missing pendant after mother died My mother had a lifeline alarm and passed away part way through the rental period. I returned all the alarm equipment at their request although one of their pendants was missing. They want the estate to pay for the cost of the pendant as it's termed rental, despite my mother only using part of the rental period for the year. Unbelieveable. Fall alarm was too big. Can't comment too much on the service as my mother didn't make a great use of it, but not impressed with the effectiveness and practicality of the equipement. She couldn't cope with the size of the fall alarm.”
Helpful Report
Posted 2 years ago
Dear Colin, Thank you for getting in touch. 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. We do not make any money from replacement equipment. It is simply that as the equipment is rented it needs to be returned or the cost of it covered. Due to the circumstances surrounding your account closure, our accounts team have agreed to half the outstanding payment. This is now significantly less than what it costs us to purchase a pendant. I can see that you did briefly have a falls pendant but this was swapped to a standard push button in 2017. The standard button is very discreet - no large than a teaspoon whereas the falls detector is more the size of an apple watch. We have numerous different buttons and wearing options so we can provide what is best for each user. We do hope that our users may never need their alarm, but it is there to provide reassurance and peace of mind in case anything was to happen. Thank you again for your use of our service and for leaving us your feedback. Please let us know if we can be of any further assistance. Kind Regards, Rebecca
Posted 2 years ago
Anonymous
Verified Reviewer
“Had lifeline watch pendent for my father which he worn all the time and the one time he had a fall pendant failed to work. So he was all night on the floor. Before being found Sent it back to find out why. And still no word as to why it failed after several emails and phone calls. Very poor service. I was told straight away it was not the battery but told to sending back so they could investigate. I think after having it for three months someone would have been in touch. Oonagh”
Helpful Report
Posted 2 years ago
Good Afternoon, Thank you for getting in touch today. I am very sorry to hear of the difficulties you experienced with your Father's account. Thank you for bringing this to our attention so we can investigate what went wrong. I can see that your account is still being investigated by our team. I have escalated this complaint to our Senior team and they will be in touch very shortly. Again, I would like to apologise that the system did not work for you and for any delays in us getting back to you. Please be assured we are taking this very seriously and will be in touch as soon as we can provide you with a clear idea of any problems. In the meantime, if we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca
Posted 2 years ago
Ms Ingrid Blakeley
Verified Buyer
“Wrist band ordered. ( NOT SENT??). NO INTRUCTION / INSTALLATION BOOKLET ?? NOT set up yet, not recieved your Ok call Yet. Very disappointing so far.”
Helpful Report
Posted 2 years ago
Dear Ingrid, Thank you for getting in touch. I am sorry to hear of the difficulties you have had with the start-up of your account. I have looked into your account, I can see you have since been in touch with our friendly Customer Service team. They have organised a replacement wristband for you and the account is now active. Again, I would like to apologise for any inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca
Posted 2 years ago
Margaret Griffiths
Verified Buyer
“I have been told to fill in a form that wasn't sent”
Helpful Report
Posted 2 years ago
Dear Margaret, Thank you for getting in touch. I have located your account and I can confirm we have received your form and the account is live and ready to use. I apologise for any delays. If we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca
Posted 2 years ago
MFM
Unverified Reviewer
“Disappointing when I tried to cancel my disabled brother's service. He has moved in to a supported living enviroment and the service is no longer needed. He is just out of the 30 day cancellation period after 2 years with this company. He has to forfeit the remaining 10 months that he paid upfront for. He paid £169 for the annual subscription yet it is advertised on the website at £154 p/a. It feels very unsavoury and as though vulnerable clients are being fleeced.”
Helpful Report
Posted 2 years ago
RICHARD POWELL
Unverified Reviewer
“I have just spoken to customer service to say my mum passed away on 1st nov so wish to cancel policy and was advised because 30 day cooling off period had passed the t&cs do not allow a refund this renewed on 10th sep approx 6 weeks before my mum passed away , whats a rip off , this company clearly does not care about there customers even when they die as no sympathy shown for my loss , i will tell everybody i know to steer clear of a company with 0 morals as they just want your money.”
Helpful Report
Posted 2 years ago
Dear Richard, Thank you for getting in touch to provide us with your feedback. On behalf of us all at Lifeline24, I am very sorry to hear of your situation and hope you are doing well at this difficult time. Our yearly plan is discounted compared to our more frequent payment types as you do commit to a full year at a time. Although I am sorry to hear that you are unhappy with our cancellation policy. I can see that a complaint has been lodged and passed over to our senior management team who will be in touch to discuss this further with you. Again I would like to apologise for any difficulties you have experienced with cancelling your account. If you require any further assistance in the meantime then please do not hesitate to get in touch. Kind Regards, Richard
Posted 2 years ago
Edward Swaine
Verified Buyer
“I spoke in length to Lifeline in March of this year on behalf of a relative who was considering having a system installed. I explained that they did not have a land line only a mobile and at no time was I advised that they needed a special system. In September I placed the order for them and although advised it would take 24 hours to arrive, It then became clear that it was not possible to connect the equipment. I spoke to Lifeline again and was advised that there would be an additional cost for different equipment. This was then sent out but did not arrive. Another call and an additional set was sent all in all another 5 day wait. The system is now operational but has been much more expensive then originally told.”
Helpful Report
Posted 2 years ago
Dear Edward, Thank you for getting in touch and for bringing this to our attention. I am sorry to hear of the issues you have experienced with starting up your account. Typically, when we start up an account we will complete a short needs assessment to make sure a suitable alarm is provided. As more and more people are turning off their landlines we are taking steps to ensure customers are aware that the standard alarm requires a landline. Steps have been taken since your initial inquiry in March to improve this process. However, I can see that this system was ordered online which means we were unable to provide an assessment. I have escalated your feedback to our management team for review. This will allow us to ensure our website is made clearer to reflect that the standard systems still require an active phone line. In order to ensure that you have not been paying for any time you have been unable to use I have added a month of free service to your account. Again, I would like to apologise for any upset or inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca
Posted 2 years ago
William Doig
Unverified Reviewer
“Diabolical experience when reported a fault and asked for a refund. For a service provider to the vulnerable I was left most upset by their representative whose sole interest was to put profit before care for the elderly. Their lack of empathy was surpassed only by their apparent greed.”
Helpful Report
Posted 2 years ago
Dear William, Thank you for getting in touch. I am sorry to hear that you have experienced difficulties with your system. From looking into the account, I can see that one of our colleagues called you with hopes of resolving your technical query. However, you then explained that you no longer wanted the system. I can see that we have continued to receive test calls from the system so had no reason to believe that the system was not in use. Once we receive the equipment back it will be fully tested with our technical team. Typically any problems with your setup can be quickly resolved or replacement equipment can be sent out. Should you wish to continue with the account we can certainly schedule for a member of our friendly Technical team to be in touch. Alternatively, I can see we have organised Freepost returns packaging to be sent to your address so that the system can be returned to us. Again, I would like to apologise that you have experienced issues with your account. If we can be of any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca
Posted 2 years ago
Aarti Bharakhada
Verified Buyer
“still waiting for form to complete before it works”
Helpful Report
Posted 2 years ago
Dear Aarti, Thank you for getting in touch and for leaving us your feedback. I am sorry to hear that you were still awaiting the form. Typically a link to the form is sent to you in the initial order confirmation email. I am sorry to hear that you did not receive this email. However, I can see that you have since been in touch with our friendly Customer Service team who have been able to send you a direct link to the form. I am pleased to see we have been able to resolve this issue. If you require any further assistance, please do not hesitate to get in touch. Kind Regards, Lifeline24
Posted 2 years ago
Iris Watts
Verified Buyer
“Here I am on Monday still waiting delivery. Don't know if this is your fault or Royal Mail. My 93 year old mother in law needs it urgently.”
Helpful Report
Posted 2 years ago
Dear Iris, Thank you for getting in touch and for leaving us your feedback. I am very sorry to hear of the delays you have experienced with your order. I have been able to locate your account and track the order. I can see that this was sent out on Friday evening and that the alarm is now due to arrive today. As a goodwill gesture, I have added a month of free service to the account to cover any time you have been unable to use. Again I would like to apologise for any inconvenience caused. Please let us know if we can be of any further assistance. Kind Regards, Rebecca
Posted 2 years ago
LifeConnect24 is rated 4.7 based on 7,397 reviews
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