Terrible customer service and please try other providers such as the Coop Funeral Care who are much better and less expensive. My experience was all bad and I’m relieved that they never returned calls or emails as it meant I went elsewhere. The tone of the customer care wasn’t brilliant either and I suspect they were overwhelmed with the resources they have to deal with callers. I would have worried if we’d gone ahead given how poor the rest of the operation would be. Please try elsewhere to check your have the right solution for you at what is certainly the worst time you can imagine. Also with the Coop you can pick up your loved one much nearer to home than the Pure Cremation option.