Pure Cremation Reviews

Name: Pure Cremation
Address: Charlton Park Crematorium Charlton Down, Charlton Park Crematorium Charlton Down, Hampshire
Rating: 4.83

4.8 Rating 4,823 Reviews

96 %

of reviewers recommend Pure Cremation

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Phone:

0800 033 7737

Email:

info@purecremation.co.uk

Location:

Charlton Park Crematorium Charlton Down,
Charlton Park Crematorium Charlton Down
Hampshire
SP11 0TA

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Pure Cremation 5 star review on 21st March 2025

114

Anonymous

Anonymous // 01/01/2019

Filter: Rated 4 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The registering and original communications were excellent. Actually dealing with the death, collection and cremation of my husband was quiet and efficient - I was aware of everything as it happened. My disappointment was afterwards when dealing with the office - I was ALWAYS put on hold with ghastly (unsuitable) music droning on - and each department seemed to operate separately. The telephone number needs to be updated on old paperwork. Overall I would (and have) thoroughly recommend Pure Cremation.”

Helpful Report

Posted 2 years ago

Thank you for these very touching comments, about the care and support you received by our team. Please be assured that we have taken your feedback on board and this has been passed onto the relevant manager to be considered. Kind regards, Mia

Posted 2 years ago

“Arrangements and overall service very good. However due to third party administration issues a claim for payment was waived but pure cremation declined to issue a refund to us which I found disappointing.”

Helpful Report

Posted 2 years ago

Dear David, Thank you for your positive feedback. In relation to the administration error made by the doctor who completed the legal cremation paperwork, although the doctor chose to waive their fee, the plan that was taken out was an all-inclusive plan covering any scenario so no monies would be refunded due to this. The idea is that this provides peace of mind that, whatever the circumstances, the plan covers any third-party fees or disbursements that may be associated with the cremation of a loved one. Should you have any further questions then please do not hesitate to contact us. Kind regards, Harriet

Posted 2 years ago

“Very good service from first point of contact. All staff very polite, respectful and understanding of the circumstances. The only downside was the delivery of ashes. Unfortunately due to our government feeling that ladies have to work beyond 60 years of age. I am still working part time and requested a Tuesday delivery.. 15/11 had to be cancelled as operatives on compulsory training, offered a Friday 21/11.. my sister agreed to take delivery, unfortunately that had to be cancelled day before as operative had an acciden. Then given 30/11 which was a Wednesday, felt that no effort was being made to find a Tuesday, luckily I had booked this week off work and was at home that Wednesday. The delivery man rang me as I had been told he would and gave an estimated arrival time. He was very pleasant and polite. I have also paid for my funeral with Pure Cremation since dad passed. I just hope delivery of my ashes goes smoother.”

Helpful Report

Posted 2 years ago

I’m sorry that our returning of the ashes to you was problematic. At Pure Cremation we hand deliver all ashes back to families. Training our colleagues on a regular basis is important for us to ensure our service standards remain at the highest level, but this should have been factored in before we committed to the date for the return. We do try to arrange dates for return that fit with our families wherever possible but it can be challenging when events out of our control happen. Thank you for your feedback which we’ll use to improve our service. Kind regards, Chloe

Posted 2 years ago

“Cannot fault any aspect of the service provided by Pure Cremation. If I had any criticism it would be that pre arranged calls were not made on the day and time. Also stumbling over the deceaseds name on the phone shows a lack of preparedness and professionalism and is not particularly nice for the NOK to hear.”

Helpful Report

Posted 2 years ago

Thanks for your feedback and I’m sorry that the service you received was not to our usual high standards. To allow us to investigate your experience further could you please get in touch with us at customercare@purecremation.co.uk. Kind regards, Olivia

Posted 2 years ago

“Staff were lovely and helpful, so kind. Informed at every stage. However I thought the process took too long, 3 weeks from ours mum passing to the cremation and 10 days to get her back”

Helpful Report

Posted 2 years ago

Thank you for these kind comments about our caring team. We aim to return ashes within 21 days from the cremation itself, this is stated in our literature and our website. However, if there are additional factors such as coroners involvement, or delays in paperwork this date could be later. Kind regards, Mia

Posted 2 years ago

“My brother passed and and decided to go down the route of pure cremation, both my wife and myself have agreed now t go the same way due to the way it is dealt with”

Helpful Report

Posted 2 years ago

Thank you for this lovely review which means so much to the whole team. We would be honoured to welcome you and other family members as plan holders and regard this as one of the highest compliments anyone can give our service. Kind regards, Mia

Posted 2 years ago

“It did what it said on the tin. The only issue seemed to be around arranging delivery of my mother's ashes. Trying to get a date seemed to be complicated, and I ended up going to Andover myself to pick them up. It seemed simpler. Apart from that it was fine.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience of our care, I agree that communication fell below the standards that we usually deliver, and I offer my sincere apologies for this. However, it was our honour to have been asked to care for your mother and to support you during this difficult time. Kind regards, Olivia

Posted 2 years ago

“Service great but could be a base closer in Scotland as I had to sit with my mums body longer than it should take”

Helpful Report

Posted 2 years ago

Dear Mr Howieson, Thank you for your review. Our Scottish team are located just 13 miles from your mother's address, in East Kilbride and will always ensure that they reach an address as soon as possible. On this occasion our team were supporting another family, but having reviewed the details of your mother’s care, we are still satisfied that they reached the address within our expected time frame. Kind regards, Mia

Posted 2 years ago

“We were very happy with the service and would recommend to anyone who wants to move away from the traditional funeral route. The only thing to say is that the phone was sometimes answered very quickly and sometimes we had to wait a long time for an answer. That said, we always got through to a real person and they were all very pleasant and efficient to deal with.”

Helpful Report

Posted 2 years ago

These lovely words will be greatly appreciated by our caring team who work so hard to provide the kind of support that makes a real difference to the bereaved. Kind regards, Chloe

Posted 2 years ago

“When my Dad passed away we were very happy with the guys that came to collect him, they were very friendly and respectful as were all the people we spoke to at Pure Cremation. A couple of points I would just like to make, we would've liked to have known if my Dad's cremation took place in the morning or afternoon. Also, the box that his ashes came back in is not biodegradable only recyclable I only found out when I emailed to check, Mum and You had to transfer his ashes to another box bought on Amazon as it is a prerequisite of the cemetery for the box to be biodegradable.”

Helpful Report

Posted 2 years ago

Thank you for these lovely compliments about our caring team. Your feedback is valued and I will pass this on to our management team to take on board. Kind regards, Mia

Posted 2 years ago

“Pure Cremation were brilliant the one thing that let them down, waiting 3 weeks for the ashes. Way too long.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience of our care. It has been a privilege to look after you all. We are sorry to learn you're unhappy with the wait for the return of ashes, the return of the ashes is within 21 days from the cremation itself, this is stated in our literature and our website. Kind regards, Chloe

Posted 2 years ago

“I used Pure Cremation for my mum, I have never had to deal with a funeral before and didn’t know what to expect. Pure cremation made the whole process simple and delivered a professional service which I was happy with. My only suggestion for improvement would be to kept up to date as I didn’t hear anything for over 21 days after the cremation, I had to contact them to confirm when my mum would be returned, They did however apologise for this.”

Helpful Report

Posted 2 years ago

I agree that communication fell below the standards that we usually deliver, and I offer my sincere apologies for this. Thank you for sharing your experience of our care, it was our honour to care for your mum. Kind regards, Olivia

Posted 2 years ago

“We used Pure Cremation for my dad as this was his wishes , it was done with respect an I loved how they called at each stage before he was cremated, I felt a little left on the day of the cremation as you never know has it been done as there is no time so that felt a little lost, but the man who delivered his ashes back was so respectful asking my mum where would she like Alan placed an if she wanted him to bring him in he was very kind, and the ashes themselves are presented very nicely”

Helpful Report

Posted 2 years ago

This lovely review summarises everything we aim for in our care of the bereaved and their loved ones. Thank you for sharing your experience which we know will help others. It was our honour to care for your dad. Kind regards, Olivia

Posted 2 years ago

“Sensitive, polite and efficient, would recommend.”

Helpful Report

Posted 2 years ago

Thank you for this lovely comment, I am sure others will find it reassuring.  Kind regards, Chloe

Posted 2 years ago

“Overall the service we received from Pure Cremation following my fathers death was efficient and a smooth process, guided by their team.”

Helpful Report

Posted 2 years ago

Thank you for sharing your experience - we know this will help others who may be considering Pure Cremation either for themselves or a loved one. Kind regards, Chloe

Posted 2 years ago

“I gave the review a good rating because although the phone conversations were good and they kept us in the loop, I kept receiving an email requesting me to sign the permission document online, I received about 10 of them continuously, even after I told one of the team and sent a message online to say it was an error as I had posted the documents. Overall though I would recommend Pure Cremation as it made it a lot easier to cope with.”

Helpful Report

Posted 2 years ago

Thank you for sharing your experience with us all, it is greatly appreciated. It is touching to know our care made this difficult time just that little bit easier. We apologise for the inconvenience caused by the extra emails received, we will ensure this error has been resolved. Kind regards, Mia

Posted 2 years ago

“My Mum chose Pure Cremation, as she didn't want a funeral and really wanted to save the family the distress, as well as the cost, and the work that would be involved at an already difficult time. Some friends and family have expressed surprise and disappointment that there is no funeral, but I believe Mum did the right thing, and my husband and I will be doing something similar ourselves. I have found the whole procedure straightforward and easy to understand, with pointers being given as to paperwork required, etc. The online permission document was also welcome, as this speeded up the process substantially. I am very pleased with the presentation of the ashes; the gentleman who brought them was a very nice chap; he had quite a run to get to us, so this was all the more appreciated. I like the recycled plastic urn; very forward-thinking, and not at all distasteful; I thought it looked very good. The most astonishing part to me was the little brick that was included, which shows clear marks, due to having been cremated with my Mum. Perhaps some people may not like this, but I think it is fabulous; not only does it confirm that the correct person's ashes are in the urn, but it is a permanent memento that I am very happy to keep. I really thought this addition was superb. Everyone at Pure Cremation has been very kind and helpful; I think it has run so smoothly that it would be easy to forget how much work must have been involved. In particular, the collection of my Mum from the Hospice went without a hitch, and I did not have to be involved; it was arranged directly with the nurses on my behalf, and tbh, this is something I would not have liked to have to do myself on that day, so a big 'thankyou' is in order for making an admittedly, natural process, that is often unnaturally complicated by officialdom, so easy to deal with for the recently-bereaved. The only reason that I have not given 5 stars is due to a small administrative error that occurred; it does not in any way reflect upon the commitment and efficiency of the service, nor the dedication of the people behind it. I would thoroughly recommend Pure Cremation to all my friends and family, in fact, to anybody who is looking for a way to reduce their stress and workload around this difficult event. Everything has been efficiently and sensitively handled and I cannot praise Pure Cremation enough for this. My Dad also has a plan, and this has given me quite a bit of peace of mind regarding his eventual passing, and the same for Staff at the Nursing Home where he currently lives; they know they can rely on Pure Cremation to make arrangements quickly and with the minimum of disruption to their other residents. It really is a blessing to everyone. I have horses, and for years, we in my family have said that it would be great if humans could have the same dignified and efficient means of exiting this world. I really feel that Pure Cremation have achieved that, and I am not being frivolous; it really matters when you are already upset and just don't need any more red tape, nor a reminder a few weeks later. This process allows you to heal better, in my view; you don't have that awful dread of the funeral coming up; each day can truly be an opportunity to distance yourself emotionally from the death of a loved one, without being summarily dragged back into all that gloom 2 or 3 weeks later, which is the most difficult thing for a lot of people. Obviously, it can't solve everything, but it really helps. THANKYOU FROM ALL OF US.”

Helpful Report

Posted 2 years ago

Thank you for sharing your experience of our care and for your feedback, which is truly valued and will be taken on board. These lovely words will be greatly appreciated by our whole team, it is heartwarming to hear that we met your needs when it really mattered. Kind regards, Mia

Posted 2 years ago

“On the phone always very caring”

Helpful Report

Posted 2 years ago

Thank you for taking the time to review our services. Kind regards, Chloe

Posted 2 years ago

“Overall, I would say it was a good experience and much needed in terms of choice in the market place as opposed to the traditional route. Traditional undertakers must be wondering why they didn't think of it first. The idea and method is commendable. However, from my recent experience, I see some areas for improvement. Something as personal & emotional as a loved one's passing, in my experience and opinion, could receive some attention being given to, for example: How Pure Cremation's staff speak on the telephone & write emails. I feel, that more civility/empathy and fewer challenges in their communications are needed. Delivering my Mother's ashes in a VAN with PURE CREMATION signwritten all over it is not my idea of 'respectable'. I have never seen a hearse with advertising on it. The driver did apologize, but hey, it's too late then. Maybe add on an extra £5 and use a better quality bag with which to deliver the deceased ashes. Pure Cremation... you only get one shot at this - you need to get it right first time, every time. Still, I have recommended Pure Cremation to others. My personal feeling? Pure Cremation has expanded rapidly in a short number of years, quite rightly, due to public demand and perhaps a little of the original professionalism, decorum and detail have gone.”

Helpful Report

Posted 2 years ago

Dear Jacqueline, Thank you for your valued feedback. Thoughts shared like this are always really helpful in allowing us to review what it is that we do. Thousands of families are now looking at Pure Cremation as an informed choice for a funeral, not just based on price but on convenience and practicality too. It simply fits as a choice for many. We will talk to our team about the communication issues that you have raised. Despite being on the end of the phone and email we need to ensure that we are communicating with empathy and understanding, at all times. We must never forget the vital role we play in the few days and weeks after death. I’m sorry you didn’t get this experience. We have just added two cars to our fleet which will be dedicated to the delivery of people’s ashes. We’ll assess how well they are received and plan our vehicle strategy around that. The cotton bags we use when we hand deliver our ashes are really designed for discretion at the time of return. They are not reused so we took the decision to set the specification to bear this in mind. I’ll discuss your comments with the team though. Once again thank you for your valued and constructive feedback. Kind regards, Mia

Posted 2 years ago

“I was informed each step of the way they sorted things out when there was a problem. The only information that could be in proved is better idea on the day your loved one is coming home a idea of what time would have been very useful.”

Helpful Report

Posted 2 years ago

Thank you for this wonderful review, which is greatly appreciated by our whole team. An estimated date and time should always be confirmed for the return of a loved one's ashes and I apologise if this was not confirmed with you at the time. Please be assured I will pass your comments back to our senior management so that we can investigate your account in further detail to ensure our high standard of service is always being maintained. Kind regards, Mia

Posted 2 years ago

Pure Cremation is rated 4.8 based on 4,823 reviews