LifeConnect24 Reviews

Name: LifeConnect24
Address: 42 Barnard Rd, Bowthorpe Employment Area,, Norwich, Norfolk
Rating: 4.70

4.7 Rating 7,417 Reviews

94 %

of reviewers recommend LifeConnect24

4.7

Based on 7,417 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 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

Anonymous

Anonymous // 01/01/2019

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

“My mother died less than three weeks after the renewal of the annual contract. When I asked whether there could be a partial refund, I was told that this was not possible. I was very surprised by this, and felt it to be very unfair.”

Helpful Report

Posted 2 years ago

Good Afternoon, Thank you for getting in touch and for providing us with your feedback. I am sorry to hear that you have found our cancellation policy to be unfair. I have investigated your account and I can see it has been just under a year since your initial cancellation. Unfortunately, as your alarm is now due to expire for this year there is no remaining time on your account to refund. We do require the return of the rental equipment in order to close your account. We have since changed our policies to reflect the feedback that we received similar to your own. There is now a 30 day cooling-off period after each renewal payment - this means that if the alarm is canceled and returned to us 30 days after payment is taken the payee will be provided a full refund. Thank you again for your feedback and for your use of the Lifeline24 alarm system. I would like to apologise again 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

“So after having to return the items 6 months into an annual contract, we were informed that we would not receive a refund. I left a review on the site as I think as a business that customer base is the most vulnerable of society, that they are just ripping people off by not refunding the service that you have paid for and not telling you this when you purchase the service. I was quickly contacted and offered a refund, and that was obviously to encourage me to take the review down. They as a company have left a very detailed apology to say that they as a good will gesture will refund my elderly vulnerable mother, makes them as a company look good doesn't it. It the policies and processes they need to be looking to change, not just trying to keep someone quiet who has left them a bad review. However as you can probably guess the refund never arrived. This company in my opinion has very poor ethics especially as they are providing a service to our most vulnerable people and also relatives when's they are probably at their most concerned for their family member. My review is not about the refund we work full time so we can make sure our Mum is safe, however I work in social care and see how many vulnerable people are out there in our society that have no family members to advocate for them and there is companies such as this one that is just taking advantage. I would urge you if you need a service like this contact your Local Authority who have a duty to safeguard the most vulnerable and will be able to put you in touch with a company that does not have the intention of ripping you off.”

Helpful Report

Posted 2 years ago

Dear Jayne, Thank you for your review. I am sorry to hear that you feel this way as it certainly is not our intention. I would like to provide further clarification. The agreement you have taken out with us meant that you received a very significant discount. We were only able to provide this by taking out a full year with our Alarm Response Centre. As you have now received both the significant discount and refund this has resulted in an overall loss for us as a company. I am sorry to hear that you felt this goodwill gesture was insincere. We would never ask you to remove or amend a review, you are entitled to leave your feedback where ever you see fit. Your feedback is very important to us as we do not want any other customers to feel disappointed or unclear regarding their cancellation policy. Following our complaints process, your feedback was escalated to our management team and steps will be taken to ensure our discounts are made clearer. We were in touch with you to provide a refund because we did not want you to leave with a poor impression. We care very much about our customer base and ensuring that they are safe. This extends to not wanting family members to be upset about their refund policy, especially if there is a difficult situation surrounding their cancelation. This is why, at this time, a refund was provided as a goodwill gesture. We do our best to provide a service that is cost-effective and therefore accessible to all and as such we do provide discounted plans for taking out longer periods. We are the leading national Lifeline and as a result, many councils and hospitals will refer their clients directly to us. Some councils do indeed provide their own Lifeline services and we would always recommend researching what else is available in your area. I am sorry to hear that you have yet to receive your refund - I have contacted our accounts team and this has now been sent to you. We deeply apologise that you have been left with this impression of our service and of our company. It is certainly disappointing and upsetting for us to hear that you feel this way as it is never our intention to rip off our vulnerable customers and we will always go above and beyond to provide the best service. Please let us know if you require any further assistance. Kind Regards, Rebecca

Posted 2 years ago

“My Mum paid for a yearly subscription, and our circumstances changed 6 months into the contract and we needed to cancel, and this company does not refund your subscription. They tell you it is because the annual subscription is discounted that you are only paying for 9 months, they still will not refund the amount of credit. When your customer base will be mostly elderly and or vulnerable people who may be on low income this is clearly a scam to make money on such people. I would recommend if you need assistive technology to contact your Local Authority who have a duty to safeguard our vulnerable members of society and will certainly not exploit those in need and will refer you to a reputable company that will have gone through a fair tendering process to ensure that their customers receive a service that protects them. For us as a family that all work in full time employment the monetary value of the refund was not important, just ensuring that our Mum is safe and well is paramount, but if you are considering this for yourself or your family member, I would reconsider.”

Helpful Report

Posted 2 years ago

Good Morning, Thank you for getting in touch and for providing us with your feedback. I am very sorry and very disappointed to hear that the terms of your contract were not made clearer to you. We certainly do not want to leave you with the impression that we are trying to scam our customers. The system we provide can be very important and even life-saving for many of our clients and we do feel a responsibility to be providing the best service possible. When taking out our Annual subscription we are able to provide a significant discount - unfortunately, we are only able to do this by organising the year in full. I have called you directly in the hopes of resolving your complaint. We were able to discuss your problems further and I hope I have been able to clarify the policy a bit further. As an apology and a goodwill gesture after learning that your agreement was not made clearer to you, we have been able to process a partial refund. Should you need any further assistance please call us. You can ask to speak to me directly should you wish to. Kind Regards, Rebecca

Posted 2 years ago

“Not received this yet!!!!”

Helpful Report

Posted 2 years ago

Dear Elaine, Thank you for getting in touch. I am sorry to hear about the delays you have experienced with your order. From looking into your account, I can see that you have now received your alarm. As a goodwill gesture, and to ensure you have not paid for any time you are unable to use. I have added a month of free service to your account. Should you require any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 2 years ago

“2hrs of poor communication over testing the eqipment”

Helpful Report

Posted 3 years ago

Dear Colleen, Thank you for getting in touch. I am sorry to hear of the difficulties you experienced with the setup of your system - this is certainly not the level of service we aim to provide. I will forward your complaint to our Senior team for further investigation so we can ensure to improve our service going forward. In the meantime, should you have any further queries, please do not hesitate to get in touch on 0800 999 0400 or by email info@lifeline24.co.uk. Kind Regards, Rebecca

Posted 3 years ago

“Did not get the £15. M&S voucher Cannot install it because I cannot find the form I need to fill in Can you help please I gave up my council run alarm which was exactly the same as yours so now I am without a working alarm”

Helpful Report

Posted 3 years ago

Dear Violet, Thank you for getting in touch. I am sorry to hear of the difficulties you have experienced with the setup of your alarm system. I have organised for a member of our friendly Customer Service team to call you directly to aid with your complaint. In the meantime, should you require any further assistance, please do not hesitate to get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk. Kind Regards, Rebecca

Posted 3 years ago

“Please make sure you take a photo of what is in the box upon recieving it. As you will be charged £49 for a pendant that was never used or seen”

Helpful Report

Posted 3 years ago

Dear Jason, Thank you for getting in touch. I am sorry to hear of the difficulties you have experienced with the return of your alarm system. Upon return of the items our Returns team will photograph the items to ensure that no equipment is misplaced. As all equipment is provided on a rental basis, there is a charge for any equipment not returned to us. Should you wish to discuss this further, please get in touch on 0800 999 0400 or by emailing info@lifeline24.co.uk. Kind Regards, Rebecca

Posted 3 years ago

“Order for my dad on the recommendation of the hospital, paid the £154 out of his pension. Didn’t get home had to go to respite tried to cancel and get a refund. As it was over the 30 days they will not give a refund. It had not even been opened or activated I am disappointed in this service and would not recommend.”

Helpful Report

Posted 3 years ago

Good Afternoon, Thank you for your review. I am sorry to hear of the difficulties you have experienced with your account closure. In order to look into this further, I would need to take further details to locate your order. Please contact our friendly Customer Service team on 0800 999 0400 or info@lifeline24.co.uk in order to escalate this further. Please let us know if we can be of any further assistance. Kind Regards, Lifeline24

Posted 3 years ago

“Your policy of not part refunding annual payments when someone dies (4 months in) leaves a very bad impression of your company. It makes you seem mercenary and we will not be recommending to others”

Helpful Report

Posted 3 years ago

“Not very good service”

Helpful Report

Posted 3 years ago

Dear Geoffrey, Thank you for getting in touch. I am sorry to hear about your experience. From looking into this further, I can see that you do not have an alarm service from us but instead ordered a phone through our website. I am sorry to hear we were out of stock of the phone you ordered. I am sorry that you have had this experience. Thank you for bringing this to our attention, this has meant that our Web team has removed the phone completely from our website. Should you require any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“I informed the company a year ago that we would not need this device in 2021. I have emails confirming the cancellation of the service. They have just taken £174 from my bank account.”

Helpful Report

Posted 3 years ago

Dear Elizabeth, Thank you for your review. From looking into your account, I can see that we are still awaiting the return of your alarm equipment. As our systems are provided on a rental basis, the equipment does need to be returned in order for us to close an account. Upon receipt of the equipment, your refund will be processed. Should you require any assistance with the return of the alarm, or wish to organise a collection, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“Avoid paying upfront . My elderly father in law ended up in hospital after a fall and is likely to be there for a considerable time (12 weeks so far). Contacted the company as we don’t need this for the foreseeable . As we paid up front they refused to cancel the subscription or refund any premium . Should we have paid monthly we would have been able to cancel without penalty. Disappointing customer service as a loyal customer . Shall not be restarting but using an alternative company from now on .My advice , avoid .”

Helpful Report

Posted 3 years ago

Dear Martyn, Thank you for your feedback. Our Customer Services Team received a call requesting to put the account on pause whilst it could not be used, and given the circumstances we have gladly done so for the period you mentioned. This will be reviewed nearer the time, so you are not losing any of the time on the account. We do offer a discounted rate if you choose the Annual Plan. If there is anything else we can assist you with, please do not hesitate to ask. Warmest regards, Lifeline24.

Posted 3 years ago

“Box has arrived so I drove down to set it up. No phone to unit cable. No button. No lanyard or wrist strap So far not great!”

Helpful Report

Posted 3 years ago

Dear Harry, Thank you for getting in touch and for bringing this matter to our attention. I am very sorry to hear of the problems you have experience with your new order. This is certainly not the level of service we aim to provide. I can see you have been in touch with our Customer Service team who have been able to send your replacement equipment out with next-day delivery. As a goodwill gesture, a month of free service has been added to your account. Again, I would like to apologise for any upset or inconvenience this may have caused. Please do not hesitate to get in touch should you require any further assistance. Kind Regards, Rebecca

Posted 3 years ago

“Poor I returned the item as it did n okot coger my needs”

Helpful Report

Posted 3 years ago

Dear Bernie, Thank you for getting in contact. I am very sorry to hear that the alarm was not suitable for you. From looking into your account I can see that you have moved to a similar service provided by your local council. I can see that you have since returned our equipment and the account is fully closed. Should you require any further assistance, please do not hesitate to get in touch. Kind Regards, Rebecca

Posted 3 years ago

“I’m afraid my Lifeline 24 has not been a success. It appeared to be interfering with my wifi so I disconnected it. Now the wifi is working we have had two attempts to reconnect it but it doesn’t work. When I have some spare time I will ring your helpline. I like the little dished alarm.”

Helpful Report

Posted 3 years ago

Dear Ursula, Thank you for getting in touch. I am very sorry to hear of the difficulties you have experienced with the setup of your alarm. The alarms we use work completely independently from the broadband. In fact, you shouldn't even need to touch your internet connection in order to set up the alarm. This would suggest there has been a slight error in the installation of your alarm - but should be a very quick and easy fix. I have contacted you through the email address you have provided in this review in the hopes of organising a call from a member of our friendly Techincal Team. In the meantime, please do not hesitate to get in touch should you require any further assistance or wish to provide any further feedback. Kind Regards, Rebecca

Posted 3 years ago

“Set up service was good and processed quickly ! However I paid for one year in advance £149 on 29 th sept , unfortunately my father in law ( who I bought it for ) passed away on 17 th December ! I informed company in January and returned all the equipments as asked . I received confirmation it had arrived safely . I called company to ask if any remaining months would be refunded and was told no refunds ! Absolutely Disgusting! I work as a nurse and would never recommend this company to any of my patients absolute rip off ! It was not the lady on phone I spoke to fault so I remained polite but asked her to convey my dismay at this ridiculous situation! She then spoke to accounts who “ as a matter of goodwill” would offer £29 refund ! Big deal outrageous PLEASE AVOID THIS COMPANY ! There are much better services available to protect your loved ones ! lifeline 24 you should be ashamed!”

Helpful Report

Posted 3 years ago

Dear Ms. Diplock, Thank you for your feedback. I have looked into the account for you and as you have mentioned, this was on our Annual Plan. We offer Quarterly, Annual and Lifetime plans and each are priced accordingly – as such you choose which plan you would like to be on at the point of order. As you say this is a payment in advance. It would not be fair to other customers to refund after offering a lower cost for choosing a longer plan, while charging others a higher rate for the benefit of flexibility on the shorter term plans. We do offer a transfer of service for any remaining time, although it is your decision whether you wish to make use of this or not. In this instance however we have offered a part refund as a gesture of goodwill, despite not being obliged to do so. If there is any further advice I can provide, please do not hesitate to ask. Warmest regards, Lifeline24.

Posted 3 years ago

“Anyone contemplating purchasing a lifeline alarm should seriously consider whether they wish to take up the "special offer" of a reduced monthly payment by paying for 12 months in advance. My father only had his alarm for 2 months before he passed away and we then discovered that it was company policy that no refund would be due. This was not obvious to me when selecting from the options on the website”

Helpful Report

Posted 3 years ago

Dear Andy, Thank you for leaving us your feedback and for bringing this matter to our attention. On behalf of us all at Lifeline, I am sorry to hear of your loss and hope you are doing well at this difficult time. All refunds are processed on a case-by-case basis. I have escalated your review to our senior Accounts department in the hopes of resolving your complaint. They will be in touch very shortly. I would like to apologise for any upset or inconvenience caused. Should you have any further queries, or wish to discuss this matter, please call our friendly Customer Service team on 0800 999 0400 or email info@lifeline24.co.uk. Kind Regards, Lifeline24

Posted 3 years ago

“Not received as promised”

Helpful Report

Posted 3 years ago

Dear Glynis, Thank you for your review. I am very sorry to hear that you did not receive the alarm as expected. From looking into your tracking information, I can see that unfortunately, Royal Mail were unable to reach you due to the snow and poor weather we have experienced recently. I can also see that our Customer Service team has been able to provide a replacement unit which you have now received. Again, I would like to apologise for any delays caused by the current climate. Should you have any further feedback or concerns, please contact us on 0800 999 0400 or by emailing info@lifeline24.co.uk. Kind Regards, Lifeline24

Posted 3 years ago

“Poor system - it makes an annoying squeak every so often when connected to their call centre - apparently they know about it but it’s how it works ! - as you can imagine really annoying when trying to talk, let alone in an emergency.”

Helpful Report

Posted 3 years ago

“Extremely disappointing to pay a significant sum for a second hand product with a part missing.”

Helpful Report

Posted 3 years ago

LifeConnect24 is rated 4.7 based on 7,417 reviews