Name: In The Light Urns
Address: 7143 West Pershing Ct., Visalia, Visalia
Rating: 4.71

“I was very disappointed with the quality of the the picture and personalization. Also, the date of death was incorrect.”

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Posted 1 year ago

Hi, Thank you for taking the time to share your feedback. We are truly sorry to hear about your disappointment with the urn's personalization and the error in the date of death. Please accept our heartfelt apologies for any distress this may have caused you during this difficult time. We understand the importance of accuracy and quality, especially in a product meant to honor the memory of a loved one. Although we have already received the urn back and issued a full refund, we recognize that this experience may have not met the level of service you expected and deserved. At In The Light Urns, we are committed to continuous improvement and ensuring our customers' satisfaction. We have taken your feedback seriously and are implementing measures to enhance our quality control processes to prevent such issues from happening in the future. If there is anything more we can do for you or any further feedback you would like to share, please do not hesitate to reach out to us at cs@inthelighturns.com or (800)757-3488. Your satisfaction is very important to us, and we are here to support you. Once again, we apologize for any inconvenience and thank you for bringing this matter to our attention. We hope to have the opportunity to resolve this issue. Susan Fraser

Posted 1 year ago

“I don’t know what y’all definition of a rope chain is but I’ve received the wrong one AGAIN. Even sent a picture of the rope chain and the rope chain y’all have people pick for extra fee is not what y’all are sending”

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Posted 2 years ago

Hi Marquita, We are truly sorry to hear about your experience and the confusion with the rope chain. It's clear we've not met your expectations, and for that, we sincerely apologize. Receiving the wrong item, especially after providing specific details, is frustrating and not the standard of service we aim to provide. We appreciate you bringing this issue to our attention. We're committed to making this right for you. Please reach out to our customer service team with your order details! Susan Fraser 1-800-757-3488 cs@inthelighturns.com

Posted 2 years ago

“Way too small Your company charged my acct twice and I still have yet to see the refund and the product is cheesy”

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Posted 2 years ago

Hi Melissa, We're truly sorry for the inconvenience you experienced. Firstly, regarding the size of the product, we strive to provide accurate descriptions and measurements for all our items, and we apologize if it did not meet your expectations. Concerning the billing issue, our records indicate that there was only one approved transaction, and two declined attempts. Often, declined charges may appear as pending transactions on your account but should not actually be deducted. Any funds from these declines should automatically revert back to your account within a few business days, depending on your bank's policies. If you still believe there's an error, or if you haven't seen the funds returned after a reasonable time, please get in touch with us directly with your order details so we can investigate further and assist you as much as possible. We're committed to ensuring our customers are satisfied, and we appreciate your feedback as it helps us improve. We have contacted you personally in regards to this, please get back to us as soon as possible to ensure timely resolve of this matter. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“was not as bright as it shows online.”

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Posted 2 years ago

Hi Janette, We appreciate you taking the time to provide us with your feedback. We are sorry to hear that the urn did not meet your expectations in terms of brightness. We strive to provide the most accurate images and descriptions of our products online, but please note that different screens and devices may portray colors and brightness levels slightly differently. We also understand that personal expectations can vary, and we apologize if ours did not match yours in this instance. Your satisfaction is of the utmost importance to us, and we would like to rectify the situation. We would be more than happy to assist you in exchanging the product for something that better fits your expectations, or we could discuss the possibility of a refund. We have contacted you personally in regards to this issue. We look forward to resolving this and providing you with a more positive shopping experience. Susan Fraser

Posted 2 years ago

“Haven't received any of them yet.”

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Posted 2 years ago

Hi Amber, I'm sorry to hear about the delay you're experiencing with your urn order. At our company, we understand how important this purchase is for you and your family, and we want to resolve this issue promptly. According to our records, your order was dispatched as scheduled. It is, however, possible that an unexpected delay has occurred. I want to assure you that we are doing everything we can to rectify the situation. We have contacted you personally in regards to this to determine the best method of resolve. Please contact us back at your earliest convenience in order for us to resolve this issue. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“Reached out by email and never got a reply! Disappointed in the urn. Make a difficult situation even more unbearable.”

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Posted 2 years ago

Hi, I am so sorry about your experience with us, I do see there were email correspondences between our customer service representative and you that suddenly halted as we had not heard back from you. Nevertheless, we do not like to see our customers unhappy and would like nothing more than to make this right for you, so we have contacted you again in regards to this. Please respond at your earliest convenience so that we can take care of this for you. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“Bad experience I never received my urn. I couldn’t contact you guys to let you know you had the wrong address. I went to the help page and wrote to you and still no response. I had to call my bank to stop payment. So your site sucks.”

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Posted 2 years ago

I understand that you're quite frustrated with our website, and I want to assure you that we'll do everything we can to resolve the issue. I'll personally investigate the matter tomorrow and make sure to give you a call early in the morning to discuss it. Additionally, I'll reach out to our Website Development team to have them examine the contact page for any potential problems. Please accept our sincerest apologies on behalf of everyone here who is dedicated to helping you. We truly regret any inconvenience this may have caused. Warm regards, Susan Fraser - Founder

Posted 2 years ago

“Urn was broken. Notified you and you said you had none left in that color. No other offer was made. It was not the person that delivered it was your poor cheap product.”

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Posted 2 years ago

Hi Cindy, I am so sorry this damage happened to your urn, I am looking at our records and I do see that we have emailed you MULTIPLE times on February 13th as well as February 16th to follow up as we were not hearing back. We did offer another option for us to paint the same style truck you received to be a blue color like the one you had purchased. I am not sure where the discrepancy for this would be, but we will be contacting you again personally to have this issue resolved as we NEVER like to see our customers unhappy and always try our best to offer other options that we are able to achieve. Please contact us back at your earliest convenience in regards to this so that we can best assist you in improving your experience with us to the 5 star quality we strive for. Susan Fraser

Posted 2 years ago

“I thought I was purchasing an engraved urn. I got a cheesy box with stickers that rubbed off while I tried in vain to get the screws in flush so that the box did not lean over. I complained and got a message from customer service saying that I would get a new one, properly engraved, delivered overnight with a label to return the first one. That was a week ago. Have received nothing except requests for review.”

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Posted 2 years ago

Hi Teresa, I am so sorry this happened, we had been trying a new way of engraving, that we will now no longer be using as there have been some issues reported and we never want to add any additional stress onto our customers. I do see that a new keepsake had been sent out for you, however it looks like there were major delays with FedEx so we will be shipping a new keepsake out for you overnight today to have a more guaranteed arrival. We have also contacted you in regards to this personally in order to determine additional actions needed for a resolution. Please contact us back at your earliest convenience, take care! Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

UPDATE (2/8/2023) Hi Teresa, I do see that your new urn was delivered on 01/28/2023 and as we have not heard back, I can only assume all is resolved. Please contact us in regards to this if this is not the case, as we do not like to see any of our customers unhappy or with a less than satisfactory product. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“Not what I thought it would look like. No charm with it !”

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Posted 2 years ago

Hi Holly, I am so sorry for your experience with us. I see that these urns do come with the charms and for this mistake on our part I apologize. We will be shipping a new corrected order out for you today to have before this weekend. Please expect a call today as well. If you have any questions, please do not hesitate to let us know. Susan Fraser 1-800-757-3488 cs@inthelighturns.com

Posted 2 years ago

“Sad time for us, our order was never so messed up. Helmet was bubbled (the paint) which I was told would be corrected. When we got it, it was NOT fixed. I'm disappointed in their quality of work and commitment to perfection.”

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Posted 2 years ago

Hi Waylon, I am so sorry about this and completely understand your frustration. Unfortunately we were not aware of the issue of bubbling happening the first time, as the only issue relayed to us was the color discrepancy. I am so sorry the overnight replacement arrived to you in worse condition, as that is definitely never our intention. We would love to make this right for you and I have contacted you in order to determine the best scenario for resolution. Please get back to us as soon as possible in order for us to find the best solution to assist in improving your experience with us to the 5 star quality we strive for. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“We were very disappointed with the beer can urn! So much so that we sent it back and are expecting a full refund. What could have been a really nice tribute and memento for my husbands remains was a real letdown”

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Posted 2 years ago

Hi Shannon, We are very sorry to hear about your experience. We are sorry for the lack of details we have for this item on our site and have since changed the details to reflect EXACTLY what the customer will be getting. I do see that we had spoken to you on January 18th and sent over a prepaid return label to get everything back from you for a full refund. Please expect a call today! Please let us know if you have any questions. Susan Fraser cs@inthelighturns.com 1-800-757-3488

Posted 2 years ago

“not what i expected and it arrived late”

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Posted 3 years ago

Hi, I do apologize for any confusion our website may have caused in ordering; however, I do see that you did opt for our Home Delivery shipping option. This is stated to take 1-5 business days for delivery, per your tracking I do see that this did deliver to you on your 3rd business day, which is within the requested delivery time frame. I have emailed you in regards to this matter, please refer to this email as we would like to rectify any issue there may be with your order in regards to its appearance. We do not like to see any of our customers unhappy, and would definitely like to rectify this situation. Susan Fraser (800)757-3488 cs@inthelighturns.com

Posted 3 years ago

“His name was spelled wrong, not on my end, and when I tried to call your company the number was disconnected . Truly was a complete disappointment. The funeral was in 3 days and I had to scramble to to get it fixed.”

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Posted 3 years ago

Hello Andrea, We were able to see your review and we do apologize. We did want to know what number was called and what time you called as we are open Mon-Fri 8am PST-5pm PST. Did you email us? We definitely would not want you to think that we do not answer our customers. I have also emailed you to get this rectified.

Posted 3 years ago

“It's not what I expected it to be”

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Posted 3 years ago

Hello Shania, I do apologize for your experience with this item. Please give me a call at 18007573488 and we can get this rectified! David (In The Light Urns)

Posted 3 years ago

“I had a very poor experience. I needed to have the urn for the viewing of my brother and it simply didn’t happen. I called before making the purchase to ensure the timeline could be met. After purchasing, I called to get confirmation that it would make it when I found out the engraving machine broke. I asked if I needed to go elsewhere but I was continuously reassured that the urn would arrive on time. Ultimately it showed up a day late to my disappointment and the disappointment of my entire family. I was sold a bill of goods that simply didn’t deliver.”

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Posted 3 years ago

Hi Scott, I am very sorry that we fell short with your order. This is something that we never aim to do and are deeply regretful that this happened with you, as we know that this is a very important item and that it was a time sensitive issue. We have tried to contact you numerous times in regards to this, offering multiple solutions hoping and trying to make this right for you as we never like to see our customers unhappy or unsatisfied. Please contact us back in regards to this at cs@inthelighturns.com and or (800)757-3488

Posted 3 years ago

“None”

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Posted 4 years ago

“qqqqqqqqqqqqqqqqqqqqq”

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Posted 4 years ago

“None”

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Posted 4 years ago

“Waiting until I receive product to give a review”

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Posted 4 years ago

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	96%
Accurate And Undamaged Orders	96%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	4.9 out of 5

In The Light Urns Reviews