Reviews
This profile includes reviews for Lively's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 221 Customer Reviews
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Review fromAmy M
Date: 11/19/2024
1 starAmy M
Date: 11/19/2024
I am writing to express my extreme dissatisfaction with the level of customer service I have recently received from Lively. Last week, I endured a frustrating five-hour ordeal attempting to activate a replacement phone. During this time, I spoke with four different customer service representatives, each interaction proving more unhelpful than the last. One representative, upon learning that this phone was intended for my elderly mother residing in an assisted living facility, offered insensitive and dismissive remarks. She suggested that my mother "must have a landline" and is "clearly not alone," demonstrating a shocking lack of empathy and understanding for a vulnerable customer's situation. Furthermore, none of the representatives I spoke with were able to identify the simple solution: that the replacement phone needed to be added to the account. This basic troubleshooting step should be common knowledge for any customer service agent, yet it was only resolved after finally reaching your technical support department. This entire situation was exacerbated by the fact that my mother's original phone worked perfectly until a recent update rendered it unusable. I was essentially forced to purchase a new device due to your company's software malfunction. To add insult to injury, my father is now experiencing similar issues with his phone. This level of incompetence and disregard for customer well-being is unacceptable. An explanation for the rude and dismissive behavior of your customer service representative was not forthcoming, nor did I receive the money back for the new phone, as I requested.
Lively
Date: 11/22/2024
we are sorry to hear about your experience with customer care, and we appreciate your feedback. Lively strives to enrich lives through technology and meaningful connections. Please call ************* at, **************, and request to speak with a supervisor regarding your experience. They are more than willing to assist with any issue. Again, we apologize for your experience.Review from
Date: 11/19/2024
1 starDate: 11/19/2024
My Mom is 80 years old and on a fixed income, she has been with this company for years!!! Her phone has a blank screen and it will only call the last number she dialed by pressing the up and down buttons. I called this crappy company, and everyone was rude and did not care, I found another phone that they sent her in 2021, and tried to activate it with them, oh it's outdated we don't support that phone. So now they want me to buy another phone with them because they have obsolete stuff that doesn't work. **** granted it's a 2021 phone but nobody has that kind of money to throw away for another crappy phone that breaks and or they don't support it. The *** said well you are in the new era where you need to learn new technology or be without a phone. S**** you ***** why does she need to change for your lousy customer service. The phone hasn't rang in months, you can barely get the phone to work without hiccups or restarting and she is the one that needs to pay for a new one. Worse customer service EVER!!!!! RUNNNNN!!!!! cheap a** service is what you get and cheap a** phones!!!! DO NOT LET YOUR PARENTS RUN INTO THIS CRAPPY COMPANY!!!!!!!!! Oh and don't email them they won't respond because are time is not worth their headaches!!!! SHUT THIS COMPANY DOWN!!!!! I WISH IT HAD A MINUS BUTTON BUT I WILL SETTLE FOR A 1 STAR for nothing!!!!!!!!!Lively
Date: 11/22/2024
we are sorry to hear about your experience with customer care, and we appreciate your feedback. Lively strives to enrich lives through technology and meaningful connections. Please call ************* at, **************, and request to speak with a supervisor regarding your experience. They are more than willing to assist with any issue. Again, we apologize for your experience.Review fromMA P
Date: 11/05/2024
1 starMA P
Date: 11/05/2024
This is the worst retail business I've ever conducted business with. They advertise their products towards the elderly and offer the worst customer service! ********************** aka Best Buy are predatory in their practice to encourage senior citizens to purchase cell phones which are supposed to be easy functioning devices. However the phone has poor service and they offer transfer of your existing number. All of the things they offer for the convenience of the elderly failed in my case. And their customer service is ran poorly. They have yet to issue a refund for my troubles and I've made numerous attempts! A company as big as Best Buy should be ashamed. Buyers BEWARE of the Jitterbug. Lively will fail you every step of the way!Lively
Date: 11/07/2024
Hello,Thank you for sharing your experience. We apologize for the inconveniences you faced. We have located your account and can confirm that your refund was processed on 11/5/2024, the same date this was recorded. Please note that it may take several business days for the refund to fully process, as is standard with most transactions.We understand your concerns and if you have any further questions or need additional assistance, please dont hesitate to contact our customer service.Kind regards,Review fromStefan G
Date: 11/04/2024
1 starStefan G
Date: 11/04/2024
I got a Lively phone for my 84 yr old mom with dementia. Granted she does surf the internet constantly and that generates ads and scams on her computer, but within a couple of weeks, her new phone with a brand new number was constantly ringing with ads/scams and full of pop up ads and even dozens of texts every day on her home screen. The whole thing feels like an easier way to solicit old people. Upon further review their website says they do not "sell" personal info but they do indeed "share with affiliates" in order to solicit customers. Total BS.She also went over on data, and when called, they said they contacted her daily about the overages. When I asked why they didn't send an email to me or call me, since I am the only one on the billing account, they said that is not their policy. So I canceled it and will have to pay a $500+ bill first. STAY AWAY!Lively
Date: 11/07/2024
Hello,We are sorry to hear about the billing issues you and your mother have experienced with your Jitterbug Smart4. We appreciate your feedback and have located your mothers account. We see that you contacted our **************** to discuss the data charges with our ************* Supervisor.During the call, we explained that we send direct alerts on the phone whenever a service plan is exceeded. Over the billing cycle, we sent more than 20 notifications warning about the data usage exceeding the plan limits.If you have any additional questions or would like to review the account again, please call our customer service team. We are happy to assist you.Kind regards,Review fromSylvia v
Date: 10/31/2024
1 starSylvia v
Date: 10/31/2024
**************** agent was rude, condensing and totally unhelpful, I paid for the medical alert system and was told it would operational in an half hour, and to call **************** if I had any problems. It wasnt working so I called **************** Service. After being on the line for 1 hour with no resolution I hung up. They could have explained the problem and have me establish a new account and buy a new alert system. My activation fee was not returned.Lively
Date: 11/07/2024
Hello,We are sorry to hear about your experience with your Lively Mobile Plus device and appreciate your feedback. We have located your account and can confirm that your safety device is connected and ready for ************* activate your device, please follow these steps:Plug the charging cradle into an outlet.Turn on the Lively Mobile Plus using the power ************ the device into the cradle.The device will complete activation within 30 minutes.While our average hold time is ***** minutes, it can sometimes extend to ***** minutes. If you continue to experience any activation issues, please call our customer service team, and we will be happy to assist you.Kind regardsReview frompamela s
Date: 10/28/2024
1 starpamela s
Date: 10/28/2024
SERVICE is deplorable. I purchased this phone for my brother, who can't hear well, so he could help with our Mother. The phone broke and would not charge, within 3 months. The real issue, it took week to resolve because wait times to speak with and agent were ***** minutes before I hung up, at one point they told my brother by robo, that it would be 3 hours.This is a known issue they are failing to address while taking our money. It is despicable that marketing their phones to seniors and knowing it is a lifeline for many, they do nothing to provide the service they promise. They've lost my businessLively
Date: 10/30/2024
Hello, we are sorry to hear that your bother experienced an issue with his Jitterbug Flip2 phone and we appreciate your feedback. We were able to locate your account and see that we initially sent a free battery replacement to see if that would resolve the issue and when it did not, a warranty replacement phone was sent. Our records show that the replacement phone was delivered and has been activated. While our average hold is ***** minutes, like most call centers, our hold times do vary and can be ***** minutes. If you or your bother are still experiencing any issues with the replacement phone, please give our customer service a call and we will be happy to assist you. Kind regards,Review fromBlake B. H
Date: 10/23/2024
1 starBlake B. H
Date: 10/23/2024
This company has major technical issues. Ive had my phone for nine months now they still cannot get the voicemail box to work. We need our voicemail box so we can receive emergency and urgent messages for the medical care of my grandparents.I called customer service 15 times They are now sending my bills to collections after they have had major issues even providing the services that Im supposed to receive Beware of this company I highly caution you to sign up for their phones or phone plansLively
Date: 10/25/2024
Hi *****, we are so sorry to hear about your technical experience, and we appreciate your feedback. Please call ************* at, **************, and request to speak with a supervisor regarding your experience. They are more than willing to assist with this issue. Again, we apologize for your experience.Review fromMarilyn H
Date: 10/08/2024
1 starMarilyn H
Date: 10/08/2024
Please don't buy this phone, from Lively or anyone else. Called Lively for help; can't do anything for me "until the cycle passes." Asked for someone else, no, no one can help you "until the cycle passes." I like the Internet, pay bills, shop, just look around. You can't do that on Lively phones. I had an old Trac phone that I would gladly trade for this. Do yourself a favor and skip this one.Lively
Date: 10/09/2024
Hello *******, we are very sorry to hear of your experience and we appreciate your feedback. We currently have several data plans available, including ************** for $30.00, plus applicable taxes and fees monthly. For unlimited data plans only, data speeds will be reduced to 128kpbs if you exceed your data alloment within a billing cycle. Speeds will be restored at the beginning of the next billing cycle. You can view all of our plans and services on our website. In the meantime, we recommend connecting your phone to a Wi-Fi network to help manage data usage. If you need any assistance with this, please reach out to our **************** team.Review fromColleen N
Date: 10/07/2024
1 starColleen N
Date: 10/07/2024
My Mother had Lively's lifealert service with autopayment through her Visa.15Aug24 - I called Lively to inform them that my Mom passed away & close *************** - received my ********** bill with a Lively charge of $40.30 processed on 23Aug24. Called Lively to dispute this charge & request a credit. Was told a credit would be processed 3-5 days.07Oct24 - When closing my **********, discovered that no Lively credit was processed/no credit was pending. Opened incident with ******* fraudulent charge department.07Oct24 - called Lively. *** confirmed previous calls & account orders. Says "credit wasn't properly provisioned". Now expecting credit in 3-5 days.Can't help but wonder whether they let one last charge (or more) slip through & hope the executor doesn't notice.Lively
Date: 10/08/2024
Hi *******, we are so sorry to hear about your billing experience with customer care, and we appreciate your feedback. Please call ************* at, **************, and request to speak with a supervisor regarding your experience. They are more than willing to assist with this issue and ensure billing is correct. Again, we apologize for your experience.Review fromKim W
Date: 10/06/2024
1 starKim W
Date: 10/06/2024
Long wait times on the phone to talk to an adviser, poor instructions on lockbox set up, poor website design-no where on the website that says "lockbox code set up." And I'm the daughter, don't know how an elderly person would navigate this mess. No reason this has to be this difficult.. if this doesn't change we will switch to another alert company. We have been with lively for about 2 weeks and want to give them a chance. I've already complained to 2 advisors, and sent an email to support staff about my concerns. Next will be dropping this company like a hot potato.Lively
Date: 10/08/2024
Hi ***, we are sorry to hear about your experience with customer care, and we appreciate your feedback. Lively strives to enrich lives through technology and meaningful connections. Please call ************* at, **************, and request to speak with a supervisor regarding your experience. They are more than willing to assist with any issue. Again, we apologize for your experience.
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