Has taken a while to post my review because I had to get over how incredibly awful they were to deal with alongside the grieving of losing 2 much loved family members. After spending hours online searching for the "right" urn we ordered a very specific urn (companion) which on the Cherished Urns website showed as in stock available for next day dispatch but in fact in the end it took 9 weeks to receive it! From initial ordering on their site, all was good, but when I had received no dispatch email after a few days I called them as I thought it was odd. They then let me know that actually it wasn't in stock and was in fact on a container on the sea somewhere, but if I had not have called them I wouldn't have found this out as they clearly weren't going to call me! This non communication from them continued despite me telling them I had ordered this for recently departed Mother and Father in law who were sat on a shelf at the undertakers awaiting the urn for their final resting place. I contacted Shari the Cherished Urns Director and questioned why/how a company selling such sensitive items could be so insensitive, and why are they selling products they don't even have in stock, and especially if you discover you don't have the stock, why aren't you letting customers know? I got an apology-I wouldn't say real empathy or sensitivity - and a partial refund with a promise of the urn arriving in a couple of weeks, but the disgusting insensitive non communication still continued, and the customer care lady Kirsten even removed her name from her email when I was forced to chase it again - So unprofessional. The final insult was to be sent an email after waiting for nearly 9 weeks and losing the will to live - asking me if I would still be happy for them to dispatch to me?! Off another email went to the director who made more excuses and just really not understanding the distress caused by them to us. My experience of this company was truly awful and very upsetting for us a family, they didn't let us know any updates unless I chased them for it, because of their unprofessionalism and insensitivity, they turned what was already an upsetting time for us into a complete unnecessary awful nightmare. I would not recommend or use again and if I could rate them as a minus I definitely would. A company selling such sensitive items should not advertise and sell products as in and available for next day dispatch if they don't have them, and even worse not tell the customer! If anyone from Cherished Urns dares to challenge this honest true review, I swear I'm going to publish the whole thing, all your emails etc on every place I can think of!