LifeConnect24 Reviews

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

4.7 Rating 7,701 Reviews

94 %

of reviewers recommend LifeConnect24

4.7

Based on 7,701 reviews

Shipping & Delivery
Delivery Methods	Postal Service
Average Delivery Time	Next Day
On-time Delivery	95%
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

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LifeConnect24 5 star review on 5th March 2022

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LifeConnect24 5 star review on 15th February 2022

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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

“The service provided when ordering the alarm & pendant was second to none, including the setting up etc. However my mum had Alzheimer’s & would not wear the alarm. The contract was cancelled prior to the renewal date, however at the end of March Lifeconnect took £235 from my mother’s account. Unfortunately, my mum passed away on 18/3/24. The alarm & fob have been returned, along with death certificate & bank information as requested, but they still have not refunded the amount. There are no managers to speak to, the email they give bounces back, what is a very upsetting time is being made far worse by a company who ironically look after elderly & infirm people”

Helpful Report

Posted 5 months ago

Dear Charlotte, Thank you so much for taking the time to provide your feedback on your experience with LifeConnect24. We truly appreciate your kind words about the service provided during the ordering and setup process. We are sorry to hear about the difficulties your mum faced in wearing the alarm due to her Alzheimer's. Please accept our deepest condolences for the loss of your mum. We can assure you that this issue is of great importance to us, and we are committed to resolving it promptly. Our Customer Service Team has already reached out regarding this matter. Best regards, LifeConnect24

Posted 5 months ago

“Ordered 2 pendants with bases for separate addresses as my parents are currently living separately due to my fathers poor health and only received what I ordered for my mum, I’ve been told twice it’s been reordered and nothing has arrived! Both supposed to be sent to my address.”

Helpful Report

Posted 6 months ago

Dear David, Thank you so much for taking the time to share your feedback about your experience with LifeConnect24. We sincerely appreciate your input and are truly sorry for the inconvenience you have faced. I can confirm the tracking information had shown it was successfully delivered however, this has been disputed so we will raise an investigation with the courier and a replacement has been sent out ahead of this investigation to ensure your father is covered as soon as possible. Although we do provide free next day delivery and work hard with the couriers to make the delivery schedule is kept, on occasion there may circumstances out of our control. However, we were able to swiftly resolve this for you yesterday and we apologize on this occasion, the level of service has not met your expectations. I have arranged a member of our team to send a copy of the tracking information for you and i do further apologise if this was not recieved upon the replacement being sent out for you. We value your satisfaction and look forward to resolving this matter promptly and we are committed to ensuring that our customers have a seamless experience, and we would like to rectify this situation as soon as possible. Thank you once again for bringing this issue to our attention. We greatly appreciate your patience and understanding. Best regards, Louisa

Posted 6 months ago

“Due to the passing of my mother-in-law. I never managed to register the alarm. I never actually took it out of the box. I emailed about six times. Nothing. I ended up ringing, customer service was like dealing with Billy Smarts Circus. If I ever wanted a personal alarm in the future, I would loo, elsewhere.”

Helpful Report

Posted 6 months ago

Hello Alan, Thank you for your review and for bringing this matter to our attention. I am sorry to hear that you have had a negative experience with our Customer Contact Centre. I can confirm that I have raised your feedback with the relevant department for further review. If we can do anything to be of assistance, please do not hesitate to ask. Best wishes, Ash

Posted 6 months ago

“I joined in 2017 and service has been okay. I lost the alarm fob in March 24 and I ordered a replacement for £49. Before the new one arrived, I found old one. I contacted the company and was told a refund would be requested. I returned the new fob. The new fob was received by Lifeconnect24 but no refund has been received. I contacted company and was told that a refund is against company policy and that refund requested is not the same as refund guaranteed. So, the company now has my rental money and the fob I've rented and refuses to return either.”

Helpful Report

Posted 6 months ago

Dear Dominic, Thank you so much for taking the time to share your feedback about your experience with LifeConnect24. We truly appreciate it. Firstly, we would like to apologize for the inconvenience and frustration you have experienced regarding the refund for the alarm fob. We understand the situation and we apologize for any misunderstanding or miscommunication that may have occurred. We would like to assure you that this matter is of utmost importance to us and we are currently looking into it. We value your suggestion for improvement and would love to hear your thoughts on how we can make things better for you. Your satisfaction is our top priority and we want to ensure that we address your concerns promptly and effectively. Once again, thank you for bringing this to our attention. We apologize for any inconvenience caused and we will do our best to resolve this matter as quickly as possible. If you have any further questions or need any assistance, please do not hesitate to contact us directly. We appreciate your patience and understanding. Best regards, Megan

Posted 6 months ago

“Terrible after care service, My Father died within 6 weeks of receiving the product.. Paid a whole year up front for peace of mind for us as a family. Then to be told we have your money and you cannot have a refund ..Disgusting . My father spent £220.00 of his life savings as it was a condition on leaving hospital then he died within 6 weeks and you keep 10 months of his pension money. Greedy comes to mind no compassion what so ever . Do not use this company .soon took his money with to recourse to the family members... DO NOT USE THIS COMPANY TERRIBLE AFTER CARE SERVICE. Playing on peoples grief and weaknesses when you need support. DO NOT USE THIS COMPANY”

Helpful Report

Posted 6 months ago

Hello Chris, Thank you for your review and for sharing your feedback on the Service. I am sorry to hear that you are dissatisfied with the refund policy as it currently exists. I can confirm that we did try and get in touch over the phone to discuss your concerns but were unable to reach you after repeated attempts. As such, if you would like to reach a resolution on this matter, I would recommend calling us at 0800 999 0400. Best wishes, Ash

Posted 6 months ago

“Disappointed to find out that if you pay a year's subscription in advance, that no proportionate refund is available if death is over a month later. Also had to repeat the deceased customer's details twice to 2 different people. Would not recommend this service going forward.”

Helpful Report

Posted 6 months ago

Hello, Thank you for your review and for providing your thoughts on the Service. I am sorry to hear that you are unhappy with the refund policy as it is currently constituted. Please rest assured that I have shared your feedback with the corresponding department so that it may be discussed in the future. If you have any additional need of assistance, please feel free to contact us again. Best wishes, Ash

Posted 6 months ago

“One of the worst organisations I have ever dealt with.”

Helpful Report

Posted 7 months ago

Hello Brenda, Thank you for your review and for sharing your feedback with us. I am sorry to hear that you were unhappy with your experience of the Service. Please rest assured that your feedback has been raised with the relevant department for further review. If you do have any further need of assistance, please feel free to contact us again. Best wishes, Ash

Posted 6 months ago

“Very poor customer service. Initially, the service was great. However, the auto renewal of the contract was not made clear. Money was taken from my account without notice, and the renewable price was 3.2x the previous year. Even after returning the previously unstated rental equipment, I have now had to take legal action to recover my money”

Helpful Report

Posted 7 months ago

Hello Andrew, Allow me to express our gratitude for you having shared your thoughts on the Service thus far. However, I must also admit my sadness that you have been unhappy with the experience thus far. I would like to assure you that all your feedback has been raised with the relevant department for further review. I can also confirm that a contact attempt was made earlier in the week with another to be done in due course. Best wishes, Ash

Posted 7 months ago

“We still do not have a working alarm. Several calls to customer services and finally a call back technical team, have failed to deliver the service promised. We have been left disappointed and in despair.”

Helpful Report

Posted 8 months ago

Hello Susan, Thank you for your review, we do appreciate all feedback. We are sorry to hear that the service we have provided has left you disappointed. We are aware that a member of our technical team has called you today and will be calling you again to get this matter solved. Best Wishes, Elliot

Posted 8 months ago

“Great whilst it lasts, but cancelling needs verbal confirmation and you have to give that to a specific team - so the person who answers and ask why can't take that as verbal confirmation as it is not in line with protocol! Just not the hassle that someone caring for an elderly relative and dealing with their own life needs.”

Helpful Report

Posted 8 months ago

Hi Rebecca, Thank you for your review, we do appreciate your feedback. We are happy that you found our service great however dismayed to hear you have had issues with our cancellation process. Due to the lifesaving nature of our service, cancellation of the account needs to be done via verbal confirmation to protect the safety of our vulnerable customers. However, we do appreciate all feedback provided and this will contribute towards process development in the future. Best Wishes, Elliot

Posted 8 months ago

“The service was good on ordering The package was delivered the next day By being thrown over a 2 metre gate Thanks Royal Mail a Stella performance My 100 year old mother was forced to collect she has great difficulty walking Do we now have a damaged product ?”

Helpful Report

Posted 8 months ago

Hello Paul, Thank you for your review and for bringing this matter to our attention. I have shared your feedback with Royal Mail so that they may consider it in whatever matter they see fit. If you require any additional assistance, please feel free to contact us again. Best wishes, Ash

Posted 6 months ago

“I'm not particularly happy with the Customer Service I've received from Lifeline 24. I purchased the Fall Alarm on Thursday 8th February and the unit arrived on Friday 9th which was great, but the instructions say not to set the unit up until a confirmatory email has been received to say that all my details have been received. I still haven't received an email to date. I went online on Monday and spoke to someone on the 'chat' and they apologised and confirmed that it was ok to set the unit up. However, after following the instructions in the booklet, the unit didn't work and I was getting a 'this number is not recognised' message. I was very busy at the weekend and didn't get a chance to do anything more about it. I tried once on the Saturday to ring Customer Service 0800 number but the queue was so long I gave up after about 10 minutes. Then on Monday 12th I had to go to work (and had to just hope that my husband didn't have a fall). On Tuesday 13th Feb I rang Customer Services in the morning and explained that I wasn't able to set the unit up and was told to unplug everything, leave it for 15 minutes, plug it all in again and it should work, which it didn't. I rang back again and someone told me they would put my query through to the technical team and someone would call me back, no-one did. I rang later in the day and spoke to someone else. I explained that I needed to go out in the afternoon and the whole purpose of having the alarm was so that I could leave my husband alone and have peace of mind in case he has a fall. A young man tried to get me through to speak to someone straight away, but no-one was available. Someone did ring in the afternoon while I was out, but I missed the call and it wouldn't have helped anyway because I wasn't in the house to go through everything with anyone. I tried setting it up again on Tuesday evening with the same results, it still didn't work. I rang Customer Services again and they said that someone "should" call me back the next day as they hadn't been able to contact me earlier on the Tuesday. In desperation, I rang BT to see if they could help me work out what I was doing wrong with the set-up. Some extremely helpful young man at BT went to a lot of trouble and took a lot of time with me and he told me I would need to call Lifeline24 again the following day and ask whether the alarm is compatible with BT's digital voice service. On the Wednesday morning 14th, I did this and spoke to a very very helpful young lady at Lifeline24 who has obviously had some training, because she immediately knew what to do (didn't need to transfer me to the technical team) and went through what I needed to do to set the alarm up through my Router. That young lady's name is Keira Sibbons. I'd really like to commend her, she was very polite, very patient and knew exactly what to do. I hope she gets some sort of commendation or bonus for being so helpful. So now that I have the alarm actually working I'm very happy with it, but I do think that you need to train your staff so that they can maybe ask a few pertinent questions, as someone non-technical may have been able to help me much earlier on if we'd got to the bottom of what the issue was. I would also recommend that when you send out your alarms, you put a separate sheet inside each of your booklets, explaining what you need to do to set the alarm up if the broadband system at home is BT's Digital Voice service (rather than the standard landline broadband service) as the set-up for this is nothing like what's described in your booklet - and for a non-technical person like me some simple instructions would be a Godsend. Anyway, you asked for feedback so I've given it - and I would again like to thank Keira Sibbons very much for being calm and so helpful. I am a carer and I work full-time and things like this really add to my stress-levels when it was really so unnecessary.”

Helpful Report

Posted 8 months ago

Hello Teresa, Thank you for your review and for bringing this matter to our attention. I regret to hear of your initial difficulties with setting up the Alarm and receiving the required help from us. This is certainly not our intention for our initial processes and I will be more than happy to share your comments with the Team for review. I am gladdened to hear of your kind words for our Staff and will be certain to share your words with Keira when possible. If you require any additional assistance, please feel free to contact us again. Best wishes, Ash

Posted 6 months ago

“I am disgusted with this company, I have had a alarm that has only partially worked, so thinking I was safe with a falling alarm I was left at risk, when I sent it back and asked for a refund I was told no. they state that the monitoring of the alarm is only half the service but are can you monitor something that is not working? then the other part you say is the rental but again I ask you is it fair to expect someone to pay for something that did not work most of the time. Also they have no governing body because they are private. I cannot ask the question about a refund as you have said I will not get one”

Helpful Report

Posted 9 months ago

Hello, Thank you for your review and for taking the time to leave your feedback on the Service. We are sorry to hear that you are dissatisfied with your experience of the Service and can confirm that several private messages have been sent to you in the hopes of resolving your concerns amicably. Of course, I can also confirm that all of your comments with be shared with the appropriate department for further review. Best wishes, Ash

Posted 9 months ago

“Terrible customer service. My unit was flashing and was told to change the battery. It’s wired in, I’m disabled not an electrician. They sent me a new unit, that also had a flat battery and was talked through how to reset it, which cut off my phone line snd unit didn’t work due to the flat battery . Finally got a female customer service operator who sent me another unit, plugged in and worked straight away. This was a careline box, not a lifeline box. I feel they were trying to get rid of old untested stock? Very poor service. Apart from that I was charged £50 more than the advertised price this year. Guess who won’t be renewing nrxt tear? Help line operators can’t be faulted, but customer service need some training, except for excellent female operators. Males seem to have no interest which can be heard in their voices, that is when you can even hear them, both male operators said it was a bad line but the female lines were 100% . Most odd. I will look elsewhere for my help next year, I would now except I read the refund process is “difficult” which I read as non existant”

Helpful Report

Posted 9 months ago

“Made an initial contact by telephone to arrange a contract and got the most dreary, unintelligible and uninterested individual. Decided if this was the frontline for the company what would the product and rest of the service be like. Shame as the product offering looked very good.”

Helpful Report

Posted 9 months ago

“Contacted via email to advise mother had gone to hospital & will be going into care. Told I had to ring to cancel - seriously never heard of anything so ridiculous. Refused to do this - a written cancellation is more than adequate! Paid annually, still over 2 mints to go and told no refund due! WHY?????? Already had to pay an additional £60 for a replacement fob too. This company are robbing the disabled. I would NOT recommend them - look for another service provider.”

Helpful Report

Posted 9 months ago

Hello, Thank you for your review and for sharing your thoughts on the Service. I am sorry to hear that you are unhappy with the cancellation as it has transpired on this account. I have sent you a private message in the hopes that I can address your concerns. Best wishes, Ash

Posted 9 months ago

“My elderly mother had the personal alarm service but having recently taken over her finances I have found that LifeConnect24 have been charging her for three years for the more expensive fall detector service. I was offered no refund or apology. My Mother recently had to go into Care so I have ended her contract which still had 10 months remaining. Again, no refund given, so we are paying for 10 months service that will never be used. My advice to anyone is to make sure you only pay monthly rather than annually because you won't get any money back. Also make sure you cancel your standing order with the bank as they won't do that for you. They are happy to sign you up but are very mean spirited when it comes to ending your contract.”

Helpful Report

Posted 9 months ago

Hello John, Thank you for your comments on the Service. I am sorry to hear that you have been unhappy with the cancellation as it has proceeded in this instance. I have sent you a private message that seeks to resolve the matter for you. Best wishes, Ash

Posted 9 months ago

“Fast delivery and excellent help from Assistant to setup pendant”

Helpful Report

Posted 9 months ago

“Got the box. Got charged £35 for set up fees. It didn't work and I ended up on the phone for half an hr up and down off the floor, unplugging box, plugging back in, crawling behind tv to try and set wifi up on it cause it wasn't workin. To then be told they'd send me another box and I had to send this one back. Surely its me who shod be getin the set up fee. What a joke. Good job it wasn't my 83 Yr dad havin to do it”

Helpful Report

Posted 10 months ago

Hello Joanne, Thank you for your review and for taking the time to share your thoughts on the Service. I am sorry to hear that the initial experience has not been entirely positive for you. I can confirm that a private message has been sent to you in the hopes of resolving the matter, in addition to a report that has been created detailing your concerns. Best wishes, Ash

Posted 9 months ago

“When I received the new alarm it didn't work. I spoke to your technical team and they suggested I revert to the old alarm, which partially works and I have returned the new one to you. Not much good.”

Helpful Report

Posted 1 year ago

Hello, Thank you for your review and for taking the time to leave your feedback on the Service. I am sorry to hear that you have been having trouble with your Alarm Equipment. I have raised your feedback with the appropriate department. Please also rest assured that the device you currently possess has the same functionality as the new item that was provided and should entail a reduction in capability. Best Wishes, Cordelia

Posted 1 year ago

LifeConnect24 is rated 4.7 based on 7,701 reviews