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

“You get a quote from them and then they 'hound' you by text, email and phone calls!”

Helpful Report

Posted 2 weeks ago

Thank you for taking the time to leave a review. We apologise for any inconvenience caused by the follow-up contact from our team. We would like to look into your experience in more detail to ensure we address it appropriately. We will reach out to you in a private message via your review to ensure that your details are promptly removed from our contact list. Thank you once again for your feedback, it is valued and taken seriously. If there is anything we can do in the meantime, please let us know. You can contact us on 0800 033 7737 or via email at customercare@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 1 week ago

“Ashes delivered to incorrect address. My father had arranged, when taking the plan out, for his remains to be delivered to me, his daughter, rather than his home. On his death, we changed this so he was returned to his wife. On subsequent calls with Pure Cremation we were told they only return ashes Monday to Friday. I asked what the process was on receipt and was told they would give paperwork, including how to open the container. I decided this would be too upsetting for my mother so asked to change the address back to mine. This is where something went wrong. I was transferred to despatch, spoke to a lovely lady who changed the address and confirmed to expect the driver at 9.30 am as we were first on the route. I was told I would be emailed the day before to confirm delivery. I didn't get this, or any email to confirm the date of return of ashes. On the delivery day, I called after 10am to check where the driver was. Pure Cremation said they would check. The driver called about 10 minutes later to say he would be there in the hour. No mention of why delayed or to confirm address. I then had a message from my mother to say my dad was delivered to her. This was exactly not we wanted. I would not recommend Pure Cremation. Yes, I could have asked the driver to confirm delivery address, I could have asked the call centre person to confirm the address but I am dealing with death adminstration, a bereaved mother and working, it shouldn't fall to the family to ensure there aren't procedural failures. Pure Cremation should have a system in place to check and double check.”

Helpful Report

Posted 2 months ago

Thank you for sharing your feedback with us. We are concerned to hear of your experience. We would like to look into this further and would be grateful if you could contact us at customercare@purecremation.co.uk with your father's full name and your preferred contact details. A senior manager will look into the concerns you have raised and be in direct contact to provide a full response. If there is anything else that we can do in the meantime, please let us know. Kind regards, Pure Cremation Team

Posted 2 months ago

“Unsolicited mail from this company with whom I have never had any dealings. Are they buying lists of names, DOB etc and then targeting older people such as myself? The letter actually came with this quote on the front of the envelope: “Start 2025 with some good news”. Totally tactless and inappropriate. They should be ashamed of themselves.”

Helpful Report

Posted 2 months ago

Thank you for taking the time to share your valuable feedback with us. We want to assure you that your comments about the wording used in our mailing will be taken into consideration and they have been shared with the relevant team. We mail to individuals who have offered their marketing permissions via a survey or via another form of data collection method. We would like to confirm that we do not hold any of your data. We work with a data broker company called PDV Limited (PDV), under a licensing agreement. Please note that PDV does not share any data with us directly. PDV acts on our behalf as a data processor and acquires data for our marketing to send to individuals. They source individuals who may be interested in our product, using the legal basis of Legitimate Interest. The data is then sent directly to the printer on our behalf. There is no further processing of the data after the mailing unless the individual requests one of our free guides by contacting us. In the meantime, we have contacted you privately to confirm your address details so that we can promptly remove them from our mailing list. If there is anything more we can do, please let us know. You can contact us on 0800 033 7737 or via email at info@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 2 months ago

“If it wasn’t for the lovely lady who delivered my Grandad back to me you would have got a zero!!! My Grandad died at 1pm on the 22nd of November , the nursing home called to let you know at 1:30pm and by 1:33pm a young girl called my phone asking me all types of questions, I asked her “Please can you call back in a bit” he’s literally not even cold, she was rude and COMPLETELY out of order and wouldn’t listen to my requests causing me to feel pressured into completing the phone call there and then, I was in floods of tears and she just didn’t care. I will NEVER recommend”

Helpful Report

Posted 2 months ago

Thank you for taking the time to share your experience with us. Your feedback is important, and we appreciate you bringing these points to our attention. A senior manager is personally looking into the points you have raised and they will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kindest regards, Pure Cremation Team

Posted 2 months ago

“I am still waiting for my gift voucher if £200”

Helpful Report

Posted 4 months ago

Thank you for taking the time to leave a review. We will reach out to you directly to look into this for you. Please let us know if there is anything else we can help with in the meantime. You can contact us via email at customercare@purecremation.co.uk or on 0800 033 7737 Monday to Friday 08:30 - 20:00, Saturday 09:00 - 17:00. Kindest regards, Pure Cremation Team

Posted 4 months ago

“A few years sgo I took out a policy but after two years I cancelled because I realised it didn't provide the services I needed .Pure cremation is what it says a basic cremation unattended and furthermore u have no control over where the venue is Unfortunately I also lost over £400 over the two years as I could not not get the cash value of what I had paid in so customer be aware !”

Helpful Report

Posted 4 months ago

Thank you for sharing your feedback with us. We take pride in being transparent about our services, ensuring that each person can make a well-informed decision based on their needs. Our offering is a simple, unattended cremation, and we communicate this clearly at the time of purchase and in all our literature. The terms of our cancellation policy are outlined in the plan documents you received, and all plan holders have a “cooling off” period during which they can cancel and receive a full refund. We will reach out to you directly to gather further information and review the set-up of your plan. If there's anything more we can help with in the meantime, please don't hesitate to reach out to us at customercare@purecremation.co.uk or 0800 033 7737. Kind regards, Pure Cremation Team

Posted 4 months ago

“I got a quote for my father who has passed, I then within 5 minutes after not continuing with the order got an offer of a £50 giftcard if i sign up now. Im grieving and your trying to pray on people in grief. This is NOT a compassionate company but a bunch of business men trying to get you to take high interest prepaid funeral package to pay for a funeral. You Should be ashamed, i spoke with my local funeral director and they explained alot of about you and now i can see it. SHAMEFUL!”

Helpful Report

Posted 5 months ago

Please accept our sincere condolences for your recent loss, and thank you for taking the time to share your experience with us. We would like to clarify that our quote process is generally intended for individuals planning ahead and looking to pre-pay for a funeral in advance. The offer you received is part of that process, and we would never have sent it had we known you needed immediate care following a recent loss. We understand how sensitive this situation is and deeply regret that this communication reached you at such an inappropriate time. To prevent this from happening again, we will be looking at how we can make the distinction between our pre-paid services and immediate care services more clear on our website. So that we can ensure you do not receive any further correspondence, we will request confirmation of your contact details via Reviews.io. Kind regards, Pure Cremation Team

Posted 5 months ago

“Greatly disappointed in how my mothers ashes Where returned to me, not even her name on the box and given over in a 10p white carrier bag so disappointing”

Helpful Report

Posted 6 months ago

Thank you for your review. Upon reviewing the arrangements, we can confirm that the urn was labelled with your mother's full name. However, it appears that the individual chosen to receive the ashes removed the label and changed the bag in which they were returned. We can see that a senior manager has been in touch with you directly to discuss this with you. If there is anything else that we can help with, please do let us know. You can reach us on 0800 033 7737 or via email at info@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 6 months ago

“It was extremely thoughtful of Pure Cremation to offer a £100 gift card to say thank you for my custom on the early death of my daughter. Unfortunately it never materialized, I have queried the whereabouts of this gift card but have heard nothing. Weazel words Pure Cremation.”

Helpful Report

Posted 6 months ago

Thank you for taking the time to bring this to our attention. A senior manager has been appointed to look into this. We will be in direct contact shortly to provide a full response. If there is anything else that we can do in the meantime, please let us know via email at customercare@purecremation.co.uk or directly at 0800 033 7737. Kind regards, Pure Cremation Team

Posted 6 months ago

“My dear wife recently passed away and in compliance with her wishes for a discreet and private end to her time on this earth I contacted Pure Cremation. This is where discreet and private ended. Two gentlemen, who I cannot fault, arrived outside my house to collect my wife in a van. Emblazoned with the company name for all my neighbours and every person on the journey into my street to see I was appalled. Why are you using my wife's death to advertise your services. The van drivers were polite and showed me every kindness. Around a week later I was with my brother and I noticed I'd missed a call from Pure Cremation. I thought I'd missed the call confirming my wife's return me. I immediately called back A young man confirmed who I was and then launched into a sales pitch for cremation plans for me. I was taken aback, is this call not about the return of my wife, I asked was he aware my wife was with his company and not returned yet. I thought perhaps he'd seen me researching the Web site. He confirmed he did know and did I want any information. I was sickened and angry. Despite knowing my wife had still not been returned home he still made the call to sell me something. I wouldn't want anyone to go through the pain I went through with this company so I cannot recommend.”

Helpful Report

Posted 6 months ago

Thank you for taking the time to share your experience with us. Your feedback is important, and we appreciate you bringing these points to our attention. A senior manager is personally looking into the points you have raised and they will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 6 months ago

“My review is that your bombarding the television with your advertisements every time not sometimes I turn the television on the first advert that comes on is about pure cremation do want to depress people to death because that’s exactly what your doing if there were a level for advertising then you would be well over the limit and because of this I would never even consider you to handle my remains cremate yourselves and give the public a bit of peace we want to relaxe and watch tv not watch every second about being cremated. And believe me I am not the only one thinking this way get in touch with some Psychologists and see what they have to say about you sublingualy getting into peoples brains and making them depressed catch yourselves on you pityfull greedy ( I won’t stoop to your level by using foul language) GITS.”

Helpful Report

Posted 9 months ago

Thank you for taking the time to share your feedback. We do find that TV advertising is an effective way to spread awareness about the service we offer allowing families to make an informed decision about their funeral arrangements that they may have otherwise been unaware of. We appreciate that this is a sensitive topic and like all advertisers, the number of times our TV advert is shown is regulated by Ofcom. Kind regards, Pure Cremation Team

Posted 9 months ago

“I work as a funeral leader in the North-East of England. A family recently contacted me to ask if I would lead a service for their relative who had died after buying a package with Pure Cremation. They set a date for a memorial service, based on the information they had from the company and people were invited. The following week, (with the planned service still weeks away) they called me in great distress, having been told that their relative was STILL waiting to be collected from the hospital and that there had been a delay due to 'paperwork'. Understandably upset, they had to re-arrange their service, along with multiple travel plans from family and friends from around the country and across Europe who wanted to be there in person. They described the service they received from Pure Cremation as absolutely shocking. They will certainly be telling family and friends not to use Pure Cremation and as someone working on a regular basis with family and friends organising end of life events, I'd advise anyone to think carefully before being swayed by TV advertising campaigns to think through their options carefully. Many smaller (or even national) firms will offer a far more personal and timely service that does not involve your dead person being transported from one end of the country to the other alongside several other dead people.”

Helpful Report

Posted 10 months ago

Thank you for the feedback you have provided on behalf of a family you are supporting in arranging a memorial service for their loved one. We are concerned to hear of this experience, and would like the opportunity to look into this further to investigate and communicate directly with the family. Please can you provide the name of the person who has passed away, or the name of the family member we are looking after to customercare@purecremation.co.uk to enable us to look into the matter. There are several external factors that can impact our ability to bring someone into our care, such as coroner involvement or delays in paperwork. In all scenarios, this would be discussed with the family at the time. We will never confirm a cremation date with a family until we have all paperwork in place and the person is resting safely in our care for this reason. We do not recognise the events you have described. As someone in the funeral profession yourself, you will be aware that there are differences in processes across providers, but we are all working towards the same goal - providing a respectful final journey, and peace of mind for the families we are trusted to look after.

Posted 10 months ago

“Don't use this company. The time taken between collection of the body and cremation was 6 weeks , communication was poor and the stress of delays was unacceptable. Return of the urn was however excellent with the lady delivering being very professional , the first Id seen at Pure.”

Helpful Report

Posted 11 months ago

Thank you for taking the time to leave a review. We are concerned to hear of your experience, a senior manage has been asked to look into this for you and will be in contact directly. However, we appreciate your kind words regarding the member of the team who returned your step-father's ashes. The Pure Cremation Team

Posted 11 months ago

“Well all i can say is stay away from This company they don't help with the ease of loosing someone ,they make the process a-lot harder and mess you about with dates, and all i seemed to do was call and chase them with updates on collection of my mums body from the funeral directors to then chasing to see of they had her and then for her cremation date ,You Returned my mum in what I can only describe as a cereal box sized food waste bin which is horrendous and no-one would be at piece in that ! And without her personal belonging as we were assured would be returned to us to then for me to chase you once again and you have disposed of them even tho you reported it was stated in the notes ! Shes not bagged in the box so transporting her into an urn will leave some of her behind . You said her ashes would be brought back on the 5th of April then call and say its going to be sooner and thats not a problem but then sent her to the wrong address.”

Helpful Report

Posted 11 months ago

Thank you for taking the time to bring your experience to our attention. A senior manager has been made aware and they will be in touch directly as soon as possible. If there is anything we can do in the meantime, please do let us know. You can email us directly at customercare@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 11 months ago

“this company continues to send adverts by post even tho the person the letter is addressed to died 8 years ago and has not lived at this address for more than 15 years. we have told them multiple time of this but they just keep sending the letters. this has a devistating effect on his daughter and they just don't seem to care.”

Helpful Report

Posted 1 year ago

Please accept our sincere apologies that you have a mailing from Pure Cremation addressed to the late Mr Bowern. Our mailing campaign uses data provided by an external agency rather than any we have compiled ourselves. However, we are concerned to learn that Mr Bowern’s details have been included. The agency (PDV) also regularly checks its lists against bereavement and probate registers for this important information, we will ask them to look into why this was not picked up during the checks. So that we can ensure that no further correspondence is received, please can you confirm the full address of where the mailing was received including the postcode. You can send this to us at customercare@purecremation.co.uk. We will then be able to ensure that Mr Bowern’s details are removed from the mailing list. If there is anything else we can do in the meantime, please do let us know. Kind regards, Pure Cremation Team

Posted 1 year ago

“Would not recommend. Unfortunately this company let us down at every opportunity and I think they rely on the deceased not having any family that care, so they can do as they please on a timescale that’s suits themselves.”

Helpful Report

Posted 1 year ago

Thank you very much for taking the time to leave this review, we are both concerned and saddened to learn of your experience. A senior manager is currently reviewing the matter and we will be in direct touch with you as soon as possible. Kind regards, Mia

Posted 1 year ago

“very poor you didnt deliver back ashes when you said You had the wrong address Bristol when i live in weston super mare Then you dont answer the phone I only got through by clicking that i was a doctor All in all poor would never think of recommending you”

Helpful Report

Posted 1 year ago

Thank you very much for writing this review, and for bringing your experience to our attention. We are very concerned to learn of your experience and a senior manager is now reviewing the details in full. We will be in direct contact shortly to provide a response. Kind regards, Mia

Posted 1 year ago

“Hi people, if you have pure cremations contract, please keep in mind, if you decide to cancel you will be charged £350.00 just for admission fee before they refund your money. This should be important to you. This is thow my personal experience.”

Helpful Report

Posted 1 year ago

Thank you for writing a review and sharing your experience with us. We are sorry that you were not aware of our cancellation terms. We can see from our records that a copy of our terms and conditions were sent to you along with the requested enquiry pack before you became a Planholder and included in the plan documents that were posted after you became a Planholder. If there is anything more we can do at this time, please don’t hesitate to contact us on 0800 033 7737 Monday to Friday 08:30 - 18:00, Saturday 09:00 - 17:00 or at customercare@purecremation.co.uk.

Posted 1 year ago

“Communication is bad. Had to chase them constantly. Assigned Case worker non existent! Would have been extremely stressful had we not have had family that knew what arrangements needed to be made. No guidance from this company at all.”

Helpful Report

Posted 1 year ago

Thank you very much for writing this review, and for bringing your experience to our attention. We are very concerned to learn of your experience, and we would be grateful if you would please contact us as soon as possible so we can have the opportunity to understand the situation better and investigate further. If you would be kind enough to contact us at customercare@purecremtaion.co.uk, providing us with your preferred contact details, we can then look into this for you as a matter of urgency. Kind regards, Chloe

Posted 1 year ago

“Not good, treated more like an Amazon package, rude unhelpful staff with little or no sympathy. Regret making the initial call.😔”

Helpful Report

Posted 1 year ago

Dear Mr Holmes, I understand that Hazel has reached out to you directly to understand your feedback in further detail, however, you have confirmed that you were happy with the service received by our team. Therefore, we would kindly ask for your review to be updated to reflect your experience of our care. If there is anything more we can do at this time, please do reach out to us. You can contact us on 0800 033 7737 or via email at customercare@purecremation.co.uk. Best wishes, Mia

Posted 1 year ago

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