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

“Very disappointed that my brothers gold ring mysteriously disappeared, I was told that along with my brothers ashes his gold ring and glasses would be returned, ashes and glasses were returned but no gold ring,”

Helpful Report

Posted 1 year ago

Dear Mr Knight, I would like to apologise for any miscommunication in relation to your brother’s ring. From the detailed notes on your brother’s record, I can see that, at the point of instruction, you advised us that you believed your brother would have a ring with him when he came into our care. However, when we brought him into our care from the hospital, we noted that there was no jewellery with him. We have also contacted the hospital who advised that they have no jewellery being recorded for your brother while he was resting with them either. We are ready to support you should you wish to make further enquiries, and a senior manager will be in contact with you today to make sure any concerns are alleviated. Please do not hesitate to contact us should you have any questions at all. Kind regards, Harriet

Posted 1 year ago

Dear Mr Knight, I would like to apologise for any miscommunication in relation to your brother’s ring. From the detailed notes on your brother’s record, I can see that, at the point of instruction, you advised us that you believed your brother would have a ring with him when he came into our care. However, when we brought him into our care from the hospital, we noted that there was no jewellery with him. We have also contacted the hospital who advised that they have no jewellery being recorded for your brother while he was resting with them either. We are ready to support you should you wish to make further enquiries, and a senior manager will be in contact with you today to make sure any concerns are alleviated. Please do not hesitate to contact us should you have any questions at all. Kind regards, Harriet

Posted 1 year ago

“Considering this is supposed to be a caring company, they dont call back, they appear to make problems when theyre arent any, quite frankly they couldnt organise a whatsit in a brewery. this whole experience has added a lot of stress and heartache to what should of been a simple easy caring experience. we are all shocked at how we have been treated”

Helpful Report

Posted 2 years ago

Pure Cremation is committed to offering the highest standards of care to the bereaved and their loved ones, so we are very keen to understand and investigate any situation where our care may have fallen short of this. A senior manager has been appointed to look into the issues that you have raised, and we would be grateful if you could assist us by confirming your loved one’s full name and plan number by emailing us at customercare@purecremation.co.uk. Kind regards, Olivia

Posted 2 years ago

“Hosp Morgue Essential. Do not die at home. Waited 7 hours for the body to be collected. Very distressing. Do not recommend.”

Helpful Report

Posted 2 years ago

Pure Cremation is committed to offering the highest standards of care to the bereaved and their loved ones, so we are very keen to understand and investigate any situation where our care may have fallen short of this. A senior manager has been appointed to look into the issues that you have raised, and we would be grateful if you could assist us by confirming your loved one’s full name and plan number by emailing us at customercare@purecremation.co.uk. Kind regards, Olivia

Posted 2 years ago

“Took over 2 weeks for them to collect my dad from the hospital, then another 2 weeks before he was cremated. I finally got him back , he was delivered in a plastic container resembling a cereal box in a jute shopping bag on the lane outside my house . There was no compassion at all . In fact my horses cremation was more dignified and thoughtful than pure cremation”

Helpful Report

Posted 2 years ago

Dear Nadine, I would like to apologise for the delays faced in relation to your father’s cremation. I can see that it took longer than we would normally hope to bring your father into our care, but that there was also a delay due to issues with paperwork provided by the registrar. As soon as this was resolved we booked the earliest possible date for your father’s cremation and made sure that his ashes were returned to you 4 days (our normal timescale being within 21 days) following his cremation in acknowledgment of this, and to prevent any further delays. The containers are individually wrapped by a member of our team with a number of colourful scenes from a woodland setting to a beautiful coastal view. As a temporary urn they are far superior in look and quality to anything else provided by other crematoriums. I’m sorry that it disappointed you. A senior manager has been appointed to investigate your comments regarding where your father's ashes were left. If you would like to discuss this further, please email us at customercare@purecremation.co.uk. Kind regards, Olivia

Posted 2 years ago

“I regret having signed up the same time as my partner after the way she was treated by Pure Cremation. Firstly she passed suddenly so she had not paid the minimum 24 payments for the over 50's plan. So invoiced me for the outstanding amount. If you're on Benefits or you don't have the funds to pay said invoice they will NOT collect you're loved one until the balance has been paid in full. Luckily my father in law helped me out. If this was not bad enough they took over two weeks to collect my partner. My partners last wishes were that she be dressed in her favourite outfit along with a few personal bits. They did not respect her wishes one bit they would not dress her but would place them over her. She passed on 23rd Nov and was cremated on 23rd December a month after her passing. I was told it would be a few days after making payment. So thet lied about that detail. The whole overall experience was extremely stressful and I got the feeling that they were only interested doing the very basic care of looking after my partner. They disregard any personal wishes I had or expected that these were my partners personal last wishes. I personally very angry with the way pure cremation treated my partner while in their care. I regret not using a local funeral director which actually worked out cheaper and included a service and viewing. They claim they make everything stress free well this was not the case in my experience You made it more stressful than it had to be.”

Helpful Report

Posted 2 years ago

Dear Mr. Redfield, Thank you for your feedback, and I am sorry that you feel that your partner’s cremation arrangements were not handled to the high standard we would normally expect. A senior manager has attempted to make contact with you to discuss the points you’ve raised. We acknowledge that it took longer than we would normally expect for us to bring your partner into our care, but can see that we were able to follow your wishes and dress your partner and take the photos you requested – we are keen to make sure these get to you to give you the peace of mind these instructions were carried out, despite being something we wouldn’t normally accommodate. We will continue to try and contact you to discuss this further. Kind regards Olivia

Posted 2 years ago

“My Mother passed away 2 weeks ago. I telephoned to find out what is happening I got the rudest receptionist no off or support whatsoever at an extremely difficult time. My Son also passed away last October 2021”

Helpful Report

Posted 2 years ago

Dear Miss. Webb, Please accept our sincere condolences for your loss. Pure Cremation is committed to offering the highest standards of care to the bereaved and their loved ones, so we are very keen to understand and investigate any situation where our care may have fallen short of this. A senior manager has been appointed to look into the issues that you have raised, and we would be grateful if you could assist us by confirming your mother’s full name and plan number by emailing us at customercare@purecremation.co.uk. Kind regards, Olivia

Posted 2 years ago

“Appalling service and communication ignored and no details sent. They even lied to their own delivery driver who brought Mums ashes back.. Contacted them through social media and ignored. Will be requesting Father's pre payment back due to their shocking service with Mums ashes.”

Helpful Report

Posted 2 years ago

We are sincerely sorry that you remain unsatisfied with our responses to your multiple negative reviews, including contact from a senior manager during the arrangements. During this contact we explained that our care was impeded by the hospital, and you appeared satisfied with that explanation at the time. Call recordings confirm that the date for the ashes return was confirmed with you verbally, but we accept that the emotional state of the bereaved demands all such information is best given in writing, and we have amended our procedures accordingly. We hope that having your mother's ashes home has brought a measure of comfort. Kind regards, Mia

Posted 2 years ago

“Communication was very poor, couldn't specify my dad's progress through the system at all, wasn't kept informed of where my dad was and on the day he was due to be returned home I had to keep chasing information. The container he was returned home in was cheap and ugly which really upset my mum. Would not recommend a friend of mine used a different provider and got constant updates and was told the time of the cremation information you could/would not provide. Absolutely appalling.”

Helpful Report

Posted 2 years ago

Dear Wendy, We are sorry to hear of your experience which does not represent the usual high standards Pure Cremation delivers to the families in our care. Communication and information is an intrinsic part of our service. I’m sorry that the ashes container disappointed your Mum. The containers are individually wrapped by a member of our team with a number of colourful scenes from a woodland setting to a beautiful coastal view. As a temporary urn they are far superior in look and quality to anything else provided by other crematoriums. I’m sorry that it disappointed. Other more permanent urns or suitable alternative containers can be purchased on the internet should they be more suitable. At Pure Cremation we hand deliver all our ashes back to families. Sometimes it is very difficult to give precise timings due to the vagaries of traffic and some handovers do take longer than others. I’m sorry there were issues in the case of the precise timings on the day for returning your dad. A member of the management team will be in touch to discuss your concerns. Kind regards, Olivia

Posted 2 years ago

“Poor service all round my sister had to permanently phone to find out what was happening to our dear mom they were quick to take the money but service poor I would not recommend them to anyone else”

Helpful Report

Posted 2 years ago

We are sorry to hear of your sister’s experience with Pure Cremation. Our high review scores do show how well we look after the families in our care, so it’s disappointing to hear you have not received the service you expected. Please contact us directly with more detail to allow us to investigate and respond more fully.

Posted 2 years ago

“Shambles from start to finish”

Helpful Report

Posted 2 years ago

We are sorry to learn of your experience. Your comments have been passed along to our senior management team. We will be in touch to discuss your experience further. Kind regards, Chloe

Posted 2 years ago

“Well , I think this company caused me more stress than I needed at the time of my husband passing , I rang them in the morning of his death and 19 days after they collected him from the hospital, I rang to say what was happening after I sent in all the forms and death certificate only to be told I hadn’t returned the release the body form , no empathy what’s so ever , I said that body is my husband , checked my emails and saw that I had received the email early that morning , PC disagreed with that , I then waited a few more days and rang again I got maybe dates for collection and cremation , eventually I spoke to Alex who cave me something in concrete so I knew what was happen . The ashes did arrive on the day they said but yet another awful experience , where I live is difficult to find so I told the drive to head for an address near me , he arrive at a parking area I told him that he couldn’t park here as it was private but there is an area just near he could use , his replied was it’s ok I have your husbands ashes here and proceed to hand me a bag , I burst into tears it was so impersonal I felt I was getting a Tesco delivery , the driver did ask if I was going to be ok , at which time my Mum arrive and we walk to the house . I carried out my husband wishes to use this company , also my family thought Pure Cremation was something that they would like to use , but not now , and neither would I . I have found out that most local funeral company’s will do the same , and hopefully with a lot more empathy .”

Helpful Report

Posted 2 years ago

Dear Sir/Madam, Thank you for your valued feedback, we are disappointed to hear that our service did not match up to our usual high standards on this occasion. This description of the service received indeed does not in any way represent the standards we expect of our staff. I apologise most sincerely and we will be launching an immediate review with everyone involved. We will also make contact formally once a review has been carried out. Kind regards, Chloe

Posted 2 years ago

“Terrible service. I was expecting my son home at around 11am, was waiting and waiting, I rang to see where he was and they hadn't attempted to bring him home, there was mix up with the days. Least to say I was mortified. Added stress to my grief. They weren't all that sympathetic on the phone.”

Helpful Report

Posted 2 years ago

We are very sorry that in February 2022 our team failed to keep its promise to deliver your son’s ashes as agreed and apologise sincerely for the distress caused. We have reviewed our processes and made changes to ensure that this does not happen to another bereaved family. Kind regards, Chloe

Posted 2 years ago

“Company repeatedly send out postings when repeatedly asked not to, can’t even email them as it always bounces back”

Helpful Report

Posted 2 years ago

Please accept my sincere apologies that you have received additional mail from us. We aim to ensure that all details are added to our STOP file immediately once requested, which will prevent further mailings to an address. All information is recorded manually by our team and on rare occasions, some details can be entered incorrectly, which we can only apologise for again. Please be assured that all of our team members are trained on the importance of recording information correctly and safely and it is never our intention to cause distress. I can add you to our STOP file which will mean that you do not receive any further mailings from Pure Cremation. Please email customercare@purecremation.co.uk your full name and address including postcode. Please note that this will take up to 4 weeks for this to take effect. Alternatively, you can call us on 0800 033 7737 Option 1 and speak to one of our agents who will be able to remove you from our mailing lists without the worry of the email bouncing. You can also register your details with the Mailing Preference Service - https://www.mpsonline.org.uk. The Mailing Preference Service (MPS) is a free service, funded by the direct mail industry to enable consumers to have their names and home addresses in the UK removed from lists used by the industry. It is actively supported by the Royal Mail and all directly involved trade associations and fully supported by The Information Commissioners Office (ICO). Kind regards, Chloe

Posted 2 years ago

“Make sure you get everything put in a email dealing with this company as anything said verbally over the phone doesn’t mean anything .”

Helpful Report

Posted 2 years ago

We are sorry to hear of your concerns. All our calls are recorded, so nothing should be overlooked regarding conversations and requests. We will investigate and respond as soon as we can. Kind regards, Scott

Posted 2 years ago

“Sadly very disappointed with the service offered. Even though it’s not a traditional funeral I still expected some kind of customer service. Despite being told someone would be contacting us no one did I had to keep contacting them to find out what was happening. Then when finally someone called they didn’t even have the decency to get my mums name correct. Would not recommend t all in your time of grief you want the process to be as painless and easy as possible. Unfortunately we did not receive that.”

Helpful Report

Posted 2 years ago

Dear Karen, We will investigate the issues raised. It is really important that we keep in touch with our families and call them when are expected to, at such a difficult time knowing that we are in touch is vital. I am very sorry to hear that there was a mistake with your Mum’s name. This too will be investigated and we will be in touch as soon as we can. Kind regards, Olivia

Posted 2 years ago

“I was very disappointed in the way Pure Cremation handled some of the details for my late wife's cremation. After notification of my wife's death, they twice tried to contact my wife over the following weeks and even sent sales promotions to her after her cremation. After complaining they failed to reply to my complaint. The cremation itself and the return of the ashes was done very well”

Helpful Report

Posted 2 years ago

Dear Mr Woolley, please accept our sincere apologies for the upset caused by the receipt of marketing materials and contacts following your wife’s death. While follow up mailings are scheduled weeks in advance and cannot be stopped, I would not have expected you to receive telephone calls from our staff. I will look into this to understand what has happened so that we can do more to ensure that information is passed seamlessly between our teams in this sensitive situation. Thank you for bringing this to our attention, and for your positive comments about the cremation arrangements. Kindest regards, Catherine Powell

Posted 2 years ago

“During my initial conversation, I requested that some of the ashes were put into two separate pouches, which I was told would be done. When I was called to tell me Dad had been cremated, I asked again to make sure and I was told that there was no note on his file to say I wanted this, however, I was told again that it would be done. I now have the ashes and what I asked for on two occasions has not been done, it's not like I was asking much, very poor.”

Helpful Report

Posted 2 years ago

Dear Mark, I am very sorry to hear that your simple and reasonable request was not followed. I will look into this personally and ask a member of staff to contact you about the best way to achieve a dignified division of the ashes as originally requested. We strive hard to ensure that we meet each family's needs and I share your disappointment that our staff failed to live up to our standards. Yours sincerely, Catherine Powell (Co-founder and director) Updated reply: Thank you, Mark, for your gracious email today that confirmed the ashes division was the one point of dissatisfaction and that all other aspects of our service met your expectations. I greatly appreciate your offer to amend your review but we did let you down, and I apologise for that. We are taking steps to ensure that every member of our customer care team understands the importance of good notes and how to record key instructions so they cannot be missed. Kindest regards, Catherine Powell

Posted 2 years ago

“Was told my mum's ashes would be ready 9th May so we arranged the funeral for the 13th, but no ashes arrived. The response from pure cremation is poor at best I would not recommend them at all. Thanks pure cremation for adding to an already hard time.”

Helpful Report

Posted 2 years ago

Dear Paul, Pure Cremation is committed to offering the highest standard of care and we are eager to investigate any cases where our service may have fallen short of this. We can be contacted at info@purecremation.co.uk where a member of our senior management team will carry out a full investigation. Please include the full name of your mother and her plan number or date of birth. Kind regards, Mia

Posted 2 years ago

“From the moment of ringing them the first time it has been awful. Waiting time on phone is long, you never speak to the same person. They sent the wrong documents 4 times, they don't ring back when they say they will. I was constantly ringing them. The final touch of insult was a van turning up with 'Pure Creamtion' emblazoned on it and the delivery man telling me to ' have a good day' .No empathy, all fake false words. Would like contact from CEO please.”

Helpful Report

Posted 2 years ago

Dear Ms Harris, I am very sorry to hear this account and a senior manager has been appointed to look into this further, this is not the level of service that we have set out to deliver. We will contact you personally once we have carried out a full investigation. Yours sincerely, Mia

Posted 2 years ago

“Accepted payment totally messed up dates for commital . Really Upset!”

Helpful Report

Posted 2 years ago

Dear Ms Bailey, A senior manager has been appointed to look into the issues that you have raised, and we will be in touch with a response. Pure Cremation is committed to offering the highest standards of care to the bereaved and their loved ones, so we are very keen to understand and investigate any situation where our care may have fallen short of this. Kind regards, Mia

Posted 2 years ago

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