Mainly leaving this review because of the experience I had with customer service.

I ordered this under similar circumstances as others. Been meaning to get new alarms, saw these on Facebook, and thought I would try them. Annoyingly, I ordered them and then realised they won’t be suitable for the plugs where we are moving to for various reasons and we will need wall mounted ones instead.

I emailed the address on the order form (a Gmail account) within an hour of ordering explaining that I would need to cancel the order as the product won’t be suitable.

Only then did I read some reviews of both the product and the customer service.

I found a second email address in the replies from the company which I thought I would also email just to be on the safe side.

I received replies from both accounts fairly quickly but the responses were contradictory. This, really, is the reason for the 3 star review rather than 4.

One response said that they would happily process the cancellation but wanted to offer me 30% refund and I could keep the products. I responded to say I just wanted a full cancellation. This exchange ended with a full cancellation and refund eventually. The refund came through within 2 working days and it’s all fine.

Another email address said that the cancellation cannot be processed because the products had already shipped but that I could proceed with a full product refund once the products arrived. This email explained the process for doing that.

In the end, I got my refund and there was no shipping notification for my order. For this reason, I can’t fault them on the customer service and speed of processing my request. Especially because it was an oversight on my part really and I’m appreciative that they understood my predicament and still issued the full refund. However, it was confusing getting contradictory responses.

From the reviews and research, I can see that this is a new company. Perhaps new company learning curve, they’ve all had them and everyone starts somewhere. I cannot comment on the product itself but can say confidently that they were very professional, kind, and accommodating (both responses). It just might be a good idea to track the responses to customer emails in a better way so that contradictions like this don’t happen.

I wish them the best and hope they find their feet. Thank you, again, for being so kind and accommodating.