Review Time
I was a little sceptical after reading some of the negative reviews on here but then I was also aware of the 5 star ones too and have to say that there was no need for my scepticism! I have to say that Justin is absolutely amazing in terms of his quick responses (he even replied when his out of office was on) and with his support and his help. I wasn’t expecting my order to arrive before Christmas but he shipped it next day delivery and it arrived on 23rd Dec and this was with DHL (I was worried it was going to be Evri) so again no worries on that count. I would wholly recommend this company and say that if you do have an issue I am sure that Justin will do everything he can to help.
I ordered a Ring Doorbell from Activate OnDemand on 21 December 2025.I immediately noticed that my door number was missing from the delivery details and contacted them. On 23 December they acknowledged in writing that the address was incomplete.Despite this, on 28 December they said the parcel had been delivered on 26 December. I was at home at the time stamp provided and nothing arrived, so I contacted them and my bank, who refunded me my money. This company demand confirmation of receipt multiple times and each time I said no, I had not received the parcel.On 30 December Activate OnDemand again confirmed in writing that the address was incomplete and that, because the courier service was “addressee only”, the parcel could not be redirected and would have to be returned.On 6 January they confirmed in writing that:I was at home,The parcel was not received,The person who signed was unknown and unauthorised,My bank had refunded me,No further action was required and the case was closed.However, after formally closing the case, they reopened it and contacted me again on 15 January and again today, stating that the courier had “confirmed delivery to the correct address” and implying that I was responsible.The so-called “proof of delivery” image they relied on was clearly not my property. The photograph was taken inside a house, not at a doorstep or external entrance, which makes it irrefutable that the delivery was not made to my address.This experience involved:An admitted addressing error,A mis-delivery,Multiple contradictory delivery claims (including different named recipients),The case being formally closed and then reopened,Attempts to shift responsibility back to the customer for the company’s own error. I have placed multiple orders with different delivery companies over the Christmas period and none of them went missing except this one. An important fact in this case is that Activate On Demand used DPD as the delivery service, and with past deliveries, DPD has always notified me with alerts of a delivery on the day. In this instance I was unaware that they were delivering the parcel until I received the email from Activate on demand on 28th December that it had been delivered th on the 26th. I certainly did not receive the "delivered" alert that delivery companies issue after they have delivered an item, so this seems like a red flag to me.The repeated contact after the matter had been closed felt unreasonable and distressing. Based on how this was handled, I would not recommend ordering from this company, who offered their services through my bank's discount offers.Update following company response:Activate OnDemand have since acknowledged that the handling of this case fell below their standards and have confirmed that a refund was processed on 30 December, which I was only aware of when my bank alerted me and also reversed it back to them, since they had already refunded me. However, the core issues remain unchanged: the address error was admitted, the parcel was mis-delivered, contradictory delivery claims were made (including an internal photo that was clearly not my property), the case was formally closed on 6 January, and then later reopened with responsibility implied on my part. These inconsistencies and the reopening of a closed case are the central reasons for my review.Update:Dear Justin,Thank you for taking the time to investigate this fully and for your clear acknowledgement of the errors and assumptions that led to the mishandling of this case.I appreciate your apology, your confirmation that the delivery was made to an address that was unequivocally not mine, and your assurance that the matter is now closed and will not be pursued further.I also appreciate that you have reviewed your internal processes and taken steps to prevent a recurrence for other customers.On that basis, I am content for the matter to be considered resolved.Kind regards,Joanne
Awful customer service. You email them and wait for a response, they eventually respond, you have to reply, you wait for response …. I’m five days in now and waiting for a return label and then I have to wait for a courier to collect the item. I suspect they hope you will lose the will and give in, I will not, but no doubt it will be a long wait for my refund. Terrible and will never use again. Update: after submitting this review the return was arranged, the process was quick and efficient and a refund was received.
I placed an order almost a week ago for an Oura ring through Blue light card and it’s now 6 days gone by , the money has been taken but no acknowledgment of order or receipt of money, no way to chase it , bit of a last resort doing this. Am very concerned as was an expensive purchase.I am not able to give you my order number as I do not have any emails with an order number on it. Can you please give me an email address that I can contact you on separately please . Thanks Justin for the update, really appreciate it. Look forward to delivery in the next day or 2 . All recieved. Thanks for all your help Justin .
Awful customer service, been emailing and calling for 2 days to arrange a return. Submitted a return ticket and 2 days later I still have not received any instructions on how to return the product. Emails not being responded to and calls unanswered.Never have I come across a return service that does not provide return details when you submit a return.Update: since sending in this review, Justin has been in contact and has been tremendously helpful.Upgrade score to 4.
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