Review Time
We were advised by health professionals to get a pendant for our Mum as she had a fall & was living alone.
It has been nothing but trouble. She had a couple of falls (luckily not bad ones) & it didn’t alert anyone then the one time it did my brother went round in the night & she was fast asleep in bed!!
It woke her up a few times in the night as it never picked up the internet very well, didn’t charge well. In all it’s not given us any peace of mind!
Stupidly, as we were stressed & not sure in any alternatives, we renewed the contract when it ran out - it went up over £100!!
To top it all off our Mum has had to go in a home so we rang to cancel & send it back. Apparently, if you have an annual subscription they done refund but you can pass it on to someone else! Firstly, we were never told this & secondly we wouldn’t dream of passing it on even if we knew someone. It’s worthless.
Please take care buying devices like this especially from this company. We didn’t read reviews as it was recommended & wish we had so a 93 year old would have saved over £700
Also read small print as they don’t tell you regarding refunds.
Well for a Company with a name like Careline they fall very short of that. They sent my Mum, who is in her nineties and lives alone a new Pendant which she tried to Pair Up but wasn’t sure it had so, so both she and I phoned to ask for a Technician to talk her through the Pairing which we were assured would happen and in the meantime they’d send her a new one but still no call!! How is that caring when she has now had days of not knowing whether if she had a fall she’d been detected!!!
Tom was extremely helpful in setting up my mothers replacement alarm, the only reason I didn’t give five stars was because of the amount of time waiting on the phone to speak to an advisor.
The Lady we spoke to was very experienced and
Helpful.The way she described the benefits was very
Positive and left me feeling that the support would be available when needed .
When my mum got forgetful with dementia, we used this brilliant service right up until she passed. It helped her to stay in her own home safely and gave us peace of mind as we lived so far away. Her watch alarm was amazing and even when she sometimes mistakenly pressed the button, or did it just for a chat, the call handler was so lovely and reassuring to her. Knowing she was safe allowed me and the family to continue to get on with our own lives. Having a call from the service would alert us to a problem and we could check her on the cameras to make sure she was ok. They also monitored her smoke detectors and twice had to call the fire brigade out when she left a saucepan on the stove. The monthly cost is minimal for the service given. I cannot recommend Careline365 enough!…
Excellent service your staff sorted the problem out very quickly. I received the new pendant within 24 hours. I phoned the help desk and I was helped in setting up the new pendant. It was quick and easy I am now safe and supported again. thank you to the support staff. Very friendly.
No response to calls for help on careline base unit.
All lights on base unit green - unit says "connection in progress please wait" - but then nothing - no matter how long you wait. No indication that call not received (we've tried resetting, removing battery etc, different ethernet cable etc), lucky this was the suggested test call.
Contacted support on 16th January (30 minute wait on phone) - was promised call from technical team. None received after 10 days. Have chased via email and online chat.
Have provided video of failing base unit via email.
I'm disappointed with Careline365 as no solution or remediation has been provided, no response at all to emails.
As a sidenote the "manual" does not appear to contain a full key for the lights and fails to list common solutions.
EDIT 26/1/26: Account Information provided via TrustPilot.
I placed an order for a pendant at 6:30 PM on Tuesday, and it was delivered via tracked mail by midday on Wednesday—truly remarkable service. The unit was straightforward to install, and the operators who handled our test call responded quickly and were very accommodating. This experience exceeded all my expectations and provides me with peace of mind, knowing that my elderly mother, living 30 miles away, can quickly alert for help if needed, and that I can be notified as well.
Order was dispatched quickly. The representatives on the phone were courteous, helpful, and well-informed. Setting up the device was straightforward. A suggestion for improvement: The online form sent to my phone was somewhat challenging to navigate, even though I can manage many technical tasks at my age.
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Careline365 supplies personal alarms to vulnerable and elderly individuals across the UK.
We understand the challenges that come with ageing. As health concerns grow, everyday tasks can become more difficult—and for some, this may mean reconsidering the possibility of living independently. At Careline365, we believe that doesn’t have to be the case.
Our mission is to help as many people as possible enjoy safe, fulfilling later lives. That’s why we’re committed to offering our service at the best possible price, with simplicity at its heart. Technology doesn’t need to be confusing or intimidating—it can be a powerful tool for independence and peace of mind.
We’re always looking to improve. If you feel we could have done something differently, we’d love to hear from you. Please reach out to our Customer Relations Team by visiting our Complaints & Feedback page.See more
