I was feeling overwhelmed and quite frazzled as my elderly, frail Mum had just been discharged from hospital with an increased need for care. I was particularly concerned about her falling and bein... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Miranda has been the only person, despite numerous phone calls to sort out why our new Careline alarm wasn't working. She realised that I needed to pair the machine with my router. No-one had told... See more
Company replied
Right from the word go the experience has been brilliant all to the thanks to Myles who was on the phone call with us. He explained everything so well yesterday the 4th and the alarm arrived promptl... See more
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Sorry cannot name names but I can say without hesitation that the two people I spoke to were both friendly and helpful. The advice given enabled me to come to a swift decision. The follow up enquiries... See more
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Company details
Written by the company
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.
Careline365
Written by the company
- HELP WHEN YOU NEED IT
- At Careline365, our mission is to help as many people as possible live safe, independent, and enjoyable later lives. We understand that ageing can bring new challenges—health concerns, reduced mobility, and the need for extra support. But we firmly believe that these changes shouldn’t mean giving up on independence. That’s why we offer personal alarm services designed to be simple, affordable, and reassuring. Technology doesn’t have to be confusing or intimidating—it can be a lifeline, a comfort, and a way to stay connected to help when it’s needed most. We’re always striving to improve. If you feel there’s something we could have done differently, or if you have suggestions on how we can better serve you or your loved ones, we’d love to hear from you. Please visit our Complaints & Feedback page to share your thoughts with our Customer Relations Team.
Ordering with Careline365
Free next day delivery
Ordering an alarm from us couldn’t be easier. Simply select the pricing plan option above that you prefer, then you can add any additional products you require. We work hard to make sure that we are never beaten on price or quality. Please call us for free on 0800 101 3333 to discuss our price guarantee.
Contact info
42 Barnard Rd,Bowthorpe Employment Area, NR5 9JB, Norwich, United Kingdom
- 0800 101 3333
- info@careline.co.uk
- www.careline.co.uk
Here for you
4.6
Excellent
9K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Sue was very helpful in taking my call…
Sue was very helpful in taking my call and updating some details.
August 16, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your kind feedback! We’re pleased to hear that Sue was so helpful and made updating your details nice and straightforward.
We’ll be sure to pass your lovely comments on to Sue — she’ll be delighted to know her support was appreciated!
Nick
Truly atrocious customer service
UPDATE - 17 August 2026. I have provided the information requested but realistically, how many people do you have with my name trying to send the equipment back??? It can’t be that hard to find my account - you have just evidenced how poor your customer service is…..
ORIGINAL POST: Truly atrocious customer service and dreadful response times to emails and requests, plus they sent something to my old address from 8 months ago. I have been trying for almost a month now to send the equipment back without success as they have still not sent me the postage label. I do not recommend this company.
August 16, 2026
Unprompted review
Reply from Careline365
Good Morning,
We’re sorry to hear about your experience and completely understand how frustrating this must have been, particularly after waiting so long for a return postage label. This is not the level of service we aim to provide, and we apologise for the delays and inconvenience caused.
We’d really like the opportunity to look into this and help get the equipment return resolved as quickly as possible. Trustpilot have requested some more information so we can locate your account so we can investigate what has happened and arrange the appropriate next steps. Thank you for bringing this to our attention.
Nick
New wrist fall alarm set up
I needed help with installing my dad’s new wrist fall alarm…I was put through to an assistant fairly quickly, Helena was very helpful, realised that the new device was still in “travel mode”, which was why I had been unsuccessful in setting it up myself. She rectified the problem and talked me through the set up procedure, so the system is now working, thankyou!
August 15, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your wonderful feedback! We’re delighted to hear that Helena was able to quickly identify the issue with the device being in “travel mode” and guide you through the setup. It’s fantastic to know your dad’s wrist fall alarm is now up and running and giving you peace of mind.
We’ll be sure to share your kind words with Helena — she’ll be thrilled to know how helpful her support was!
Nick
Everything ok
August 15, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your feedback! We’re pleased to hear that everything went smoothly and that you had a positive experience with us.
We really appreciate you taking the time to leave a review!
Nick
Wayne was extremely helpful and patient…
Wayne was extremely helpful and patient whilst we discussed my problem
August 14, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your kind feedback! We’re delighted to hear that Wayne was so helpful and patient while discussing your problem.
Taking the time to listen and provide thoughtful support is so important to us, and we’re pleased he could make a positive difference. We’ll be sure to pass your lovely comments on to Wayne!
Nick
Drew was very polite and caring and…
Drew was very polite and caring and helpful
August 15, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your lovely feedback! We’re delighted to hear that Drew was polite, caring and helpful throughout your experience.
Providing compassionate and supportive service is something we truly value, and we’ll be sure to share your kind words with Drew. We’re sure they’ll mean a lot to him!
Nick
A very good experience
Rinita was extremely helpful today and sorted out the problem I had with my mother’s faulty pendant. Placing an order for a replacement. Wonderful service
August 15, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your wonderful feedback! We’re delighted to hear that Rinita was able to quickly help resolve the issue with your mother’s faulty pendant and arrange a replacement.
It’s fantastic to know you received such wonderful service and support when you needed it. We’ll be sure to pass your kind words on to Rinita!
Nick
Ross was very patient and helpful
Ross was very patient and helpful. Thankyou Ross!
While the pedometer on my watch is known to be a problem, it is now working again after switching the watch off and on again.
August 12, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your lovely feedback! We’re so pleased to hear that Ross was patient and helpful in getting your watch back up and running. Sometimes a simple restart can do the trick!
We’ll be sure to pass your thanks on to Ross — he’ll be delighted to know he was able to help.
Nick
Very satisfied with all communications…
Very satisfied with all communications setting up a pendant alarm for an elderly neighbour.
August 15, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you for your lovely feedback! We’re delighted to hear that you were very satisfied with the communication throughout the process of setting up a pendant alarm for your elderly neighbour.
Making everything clear and straightforward is exactly what we aim for, and we’re so pleased we could provide a positive experience.
Nick
Super fast service
Super fast service. Incredibly knowledgable and friendly staff. 10/10 service
August 14, 2026
Reply from Careline365
Good Morning,
Thank you so much for your fantastic 10/10 review! We’re thrilled to hear you experienced super-fast service and found our team both knowledgeable and friendly. Providing prompt, expert and caring support is what we strive for every day, so it’s wonderful to know we hit the mark.
Thank you for choosing us and for taking the time to share your experience!
Nick
I had a problem with the set up of my…
I had a problem with the set up of my new Careline Watch. It connects perfectly to your wonderful team, however we had problems with the GPS. I spoke to Dillas and she was able to correct the problem. Thank you all for your help.
Pauline Harman
August 15, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your wonderful feedback! We’re delighted to hear that Dillas was able to resolve the GPS issue with your new Careline Watch and get everything working as it should.
It’s fantastic to know you had such a positive experience with our team and felt well supported throughout.
We’ll be sure to pass your kind words on to Dillas!
Nick
Sent quickly and arrived Saturday but…
Sent quickly and arrived Saturday but the courier did not ring or knock I was in all day!! The box was left in my ‘glass bin’ so I retrieved it. Thank you
August 13, 2026
Reply from Careline365
Good Morning,
Thank you for your feedback! We’re pleased to hear your order was sent quickly and arrived safely, although we’re sorry to hear the courier didn’t ring or knock and left your parcel in an unexpected place.
We appreciate you taking the time to let us know, and we’ll make sure your comments are noted. We’re glad you were able to retrieve your delivery, and thank you for choosing us!
Nick
Excellent customer service staff
Excellent customer service staff. Gave clear and concise information as requested. Thank you
August 12, 2026
Reply from Careline365
Good Morning,
Thank you so much for your lovely feedback! We’re delighted to hear that our customer service team provided clear, concise information and helped answer your questions.
Making things simple and straightforward is exactly what we aim for. We really appreciate you taking the time to share your experience!
Nick
Asking for a rating when I hadn’t even…
Asking for a rating when I hadn’t even received the goods
Hadn’t received the goods but no explanation given until a phone call after 5 days asking for a postcode because I hadn’t filled out my new user registration- why would I when I wasn’t yet in receipt of goods?!
Not a good start
Update : delivery was made today and left on doorstep in direct heat - poor service from Post office also…
At least I got an email from Careline to say it’d been delivered!
August 14, 2026
Reply from Careline365
Good Morning,
We’re sorry that your experience got off to such a frustrating start. We completely understand your disappointment at being asked for a review before receiving your goods, followed by the delay and the need to contact us to clarify your details. We also appreciate your concerns about the parcel being left in direct heat.
We’re pleased the delivery was eventually made and that our notification confirmed it had arrived, but we recognise that this fell short of the smooth and reassuring service you should expect. Thank you for taking the time to update your review and share these concerns — your feedback is genuinely valuable and will be taken on board.
Nick
Myles is an absolute gentleman
Myles is an absolute gentleman, very knowledgeable about this subject and explained all the options available and talked me through everything. He not only deserves a pay raise but a promotion as well. Keep up the outstanding work Myles and once again a big thank you.
August 14, 2026
Unprompted review
Reply from Careline365
Good Morning,
Thank you so much for your fantastic feedback! It’s wonderful to hear how impressed you were with Myles and the time he took to explain everything clearly and talk you through all the available options.
We absolutely love hearing when a team member goes above and beyond, and your kind words — especially the promotion and pay rise! — will undoubtedly mean a lot to him. We’ll be sure to pass your thanks and recognition on to Myles.
Nick
Incredibly dissappointed that mums…
Incredibly dissappointed that mums alarm did not go off when she had a fall last night. Have now discovered that the alarm only works if you fall from a standing height with your arms up. So if you slip off a chair or the toilet or have a gentle fall, alarm will NOT go off. Please please double check before you order this product, as mum lay for well over an hour before being discovered.
August 14, 2026
Unprompted review
Reply from Careline365
Good Morning,
We’re sorry to hear about what happened to your mum. We can understand how distressing and frightening it must have been for her to be left waiting after a fall, and we’re very sorry that the experience has caused you such understandable concern.
Fall detection technology has limitations and, as with any fall alarm, it cannot guarantee detection of every type of fall. However, we appreciate how important it is that these limitations are clearly explained when choosing a device. We take your feedback very seriously and would like the opportunity to understand what happened and ensure you have the right support and information.
Trustpilot has requested some more information from you so we can locate your account so we can look into this with you and discuss the available options. Thank you for bringing this important concern to our attention.
Nick
Poor service from upgrades team
Had to contact the support service in numerous occasions over the course of two weeks to get someone to call me back to arrange an upgrade - I only actually received a call back when I got so fed up and asked to cancel my service
August 13, 2026
Reply from Careline365
Good Morning,
We’re sorry to hear about your experience with our upgrades team. Having to contact us repeatedly over two weeks just to receive a callback is understandably frustrating, and we apologise that it took your cancellation request for someone to get in touch.
This isn’t the level of service we aim to provide, and we appreciate you bringing it to our attention. Your feedback will be shared with the relevant team so we can learn from what happened and improve the experience for our customers. Thank you for taking the time to leave your review.
Nick
Numerous pendants didn't work
Numerous pendants didn't work! When closing the account, sent products back, waiting for refund 3 weeks passed no refund, contacted Careline for them to say they were missing some pendants. No correspondence from them to let us know that this was the case, until we contacted them. All in all poor communication, products that don't do what they say they will!
August 13, 2026
Reply from Careline365
Good Morning,
We’re sorry to hear about your experience and completely understand your frustration. Having issues with multiple pendants is concerning enough, and then waiting three weeks for a refund without being contacted about the returned equipment would understandably make matters worse.
We apologise for the poor communication and inconvenience caused. We take concerns about our equipment and the service surrounding returns and refunds very seriously, and your feedback will be shared with the relevant teams so the issues you’ve highlighted can be addressed.
Nick
Thank you for taking the time to explain what happened. We’re sorry we didn’t provide the reliable and communicative service you should have received.
Very excellent service
My first name is Roger you have got first name as Amos jest to let you knowEvery thing was explained thoughry l was very happy with the way I was spoken to through the discussions Thank you very much
August 13, 2026
Reply from Careline365
Good Morning,
Thank you so much for your lovely feedback! We’re delighted to hear that everything was explained thoroughly and that you felt comfortable and well supported throughout your conversations with our team.
Clear, friendly and respectful communication is something we really value, so it’s wonderful to know you were so happy with the service. Thank you for taking the time to share your experience!
Nick
I don't do reviews
August 14, 2026
Reply from Careline365
Good Morning,
Thank you for taking the time to leave a review — especially if you don’t usually do them!
Nick
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