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

“Order the wooden urn and was supposed to be customized and engraved. Item sent was not what was in the description and definitely not engraved. After reaching out Susan did refund the purchase price and made it right. Very unfortunate as item was not as described.”

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Posted 7 months ago

Hi Jeniffer, Thank you for your honest 3-star review of In The Light Urns. We're truly sorry to hear that your order did not match the description and lacked the engraving you were expecting. We understand how disappointing that can be. It's great to know that we were able to resolve the issue by processing a refund. Your feedback is invaluable in helping us improve and ensure a better experience for all our customers in the future. If there's anything more we can assist you with, please don’t hesitate to reach out. Warm regards, Susan Fraser

Posted 7 months ago

“A beautiful necklace. The Urn is stunning, exactly what I wanted and the chain is beautiful too. Unfortunately the chain that I paid extra for broke about (4 months of having it) bc I got a piece of long hair stuck in it. It’s been a complete nightmare trying to get in contact with someone that can discuss any options to fix or replace it. After I left my original review the company did reach out to me. After speaking with them they did send out a chain to me, I discovered the chain they had sent was costume jewelry. So I reached back out, sent the chain back to them. After they received it, they did proceed to send me the correct chain. When I received the second chain it was perfect, exactly what I wanted, my original concern was met and taken care of. It did take a lot of follow up and consistency to get the issue resolved, however in the end of it all I’m relieved and happy that the company did reach out to me and took care of my concerns”

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Posted 8 months ago

Hi Jessica, Thank you for your thoughtful 3-star review of In The Light Urns. We're so glad to hear that you found the urn and chain beautiful, and we truly appreciate your patience while we worked to resolve the issue with the chain. We're sorry to hear about the initial difficulties you faced with the broken chain and the confusion surrounding the replacement. It’s great to know that our team was able to address your concerns and ultimately provide you with the correct chain that met your expectations. Customer satisfaction is our priority, and your feedback helps us improve our processes. If you have any further questions or need assistance in the future, please feel free to reach out. We're here to help! Best regards, Susan Fraser cs@inthelighturns.com (800) 757-3488

Posted 8 months ago

“Thought bracelet was too big difficult to fit”

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Posted 2 years ago

Hi, We appreciate you taking the time to leave us feedback regarding the bracelet on our urn. We're sorry to hear that you found it too big and difficult to fit. Your feedback is important to us, and we want to ensure that your experience with our products is as positive as possible. We'd like to offer a solution to address this issue. Please consider contacting our customer support team so that we can discuss potential options, such as exchanging the bracelet for a smaller size or finding an alternative solution that better suits your needs. Your satisfaction is important to us, and we're here to assist you in any way we can. Thank you for choosing us, and we hope to make your experience better in the future. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“Had to fill it myself. Hardly holds any ashes.”

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Posted 2 years ago

Hi Allison, Thank you for taking the time to leave a review for our urn. We appreciate your feedback, and we're sorry to hear that you had some concerns about your purchase. We understand that filling the urn yourself may have been a challenging and emotional experience, and we apologize for any inconvenience this may have caused. Our goal is to provide a product that meets your expectations, and we take your feedback seriously. In terms of the capacity, we want to ensure that our customers have the right size urn to honor their loved ones appropriately. If you believe that the urn you received does not hold enough ashes, please don't hesitate to contact our customer support team. We are here to assist you and can explore potential solutions to address your needs. Once again, thank you for sharing your thoughts with us. Your feedback helps us improve our products and services, take care! Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“Have not used the urn yet, However, the package arrived damage, but no damage to the urn itself.”

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Posted 2 years ago

Hi Brenda, Thank you for taking the time to leave a review. We're relieved to hear that the urn arrived safely and undamaged, despite the issues with the packaging. We understand how important the condition of both the packaging and the urn is to our customers. We're committed to ensuring a high standard of delivery, and your feedback is invaluable in helping us improve. If you have any further concerns or need assistance when you come to use the urn, please don't hesitate to contact us. We're here to help. Susan Fraser 1-800-757-3488 cs@inthelighturns.com

Posted 2 years ago

“The actual necklaces could be better quality. They don't lay right and they are hard to fasten and unfasten. Overall, they are beautiful pieces.”

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Posted 2 years ago

Hi Amber, Thank you for taking the time to provide us with your feedback. We're glad to hear that you find the necklaces beautiful, but we're sorry to learn about the issues you've encountered with their quality and functionality. We strive for excellence in both design and usability, so your comments are invaluable in helping us improve. We would like to resolve this issue for you and ensure your complete satisfaction. Please reach out to our customer service team for assistance. Your experience is important to us, and we're committed to making things right. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“Buttons did not come in time for my daughter’s funeral.I was refunded the money express shipping.”

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Posted 2 years ago

Hi Tricia, Thank you for taking the time to leave a review. We sincerely apologize for the delay in the arrival of the buttons for your daughter's funeral. We understand how important timely delivery is for such significant occasions, and we are truly sorry for any stress or inconvenience this may have caused. While we are relieved to hear that the refund for express shipping was processed promptly, we recognize that this doesn't fully make up for the timing issue. Please know that we are taking steps to ensure faster and more reliable delivery in the future. Your feedback is invaluable in helping us improve. If there is anything more we can do to assist you or make this right, please let us know, we have contacted you personally in regards to this as well. Our deepest condolences for your loss, and thank you again for your honest feedback. Susan Fraser

Posted 2 years ago

“For rthe price of $20 I didn't expect it to be PLASTIC - PERHAPS I didn't read the small print! it's okay.”

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Posted 2 years ago

Hi Peggy, Thank you for sharing your feedback with us. We sincerely apologize if the plate did not meet your expectations. As mentioned in the first line of the product description, the plate is made of plastic. However, we understand that it might not have been as clear as intended for everyone. To make things right and ensure our customers are completely satisfied, we would be more than happy to offer you a replacement with a metal medallion or another item of your choice from our website. Please reach out to our customer service team at your earliest convenience so we can assist you further. Your satisfaction is our top priority, and we're here to help in any way we can. Warm regards. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“It was a nice little addition to my husband’s urn. I like the options for adding the birth & passing stones. The mockup looked great, however, when I received the final product the picture came out on the grainy side. It wasn’t very clear & that was a bit disappointing, especially for the price I paid for this. I expected a much better quality product than what I received.”

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Posted 2 years ago

We truly regret that our product didn't meet your expectations. Your satisfaction is our top priority, and we're committed to rectifying this situation. We'll be contacting you directly to discuss immediate next steps, aiming to swiftly resolve the matter and prevent any future disappointments. Thank you for your understanding, and would appreciate your patience as we'll work to make things right. 100% Satisfaction Guaranteed. Susan Fraser - Founder

Posted 2 years ago

“My daughter is happy with her necklace but I found it for less on etsy”

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Posted 2 years ago

Hi Kacey, Thank you for your review! We are glad to hear that your daughter is happy with her necklace. We strive to keep our prices competitive and acknowledge that you may have found the same item for less on Etsy. If you ever have any questions or concerns about the price of an item, please feel free to contact us so we can do our best to accommodate. Thank you again for your feedback. Take care! Susan Fraser

Posted 2 years ago

“You forgot to engrave the date on the tag😡”

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Posted 2 years ago

Hi Nickole, We are investigating this further and have seen on both of your invoices, there was no date input so unfortunately we would not have known that you were wanting a date, or what the date would have been. Nevertheless, we do not like to see our customers unhappy and would definitely like to rectify this situation. We have contacted you in regards to this, please reply to us at your earliest convenience so that we would be able to get this engraving information. Susan Fraser

Posted 2 years ago

“i recommend”

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Posted 2 years ago

Hi Jada, Thank you so much for the wonderful feedback on our In The Light Urns! We strive to make sure each and every customer is completely satisfied, so it means a lot to hear that we nailed it! Please let us know if there is anything on our side to make your experience better! If there's ever anything else we can do for you, from helping you find the perfect urn to answering any questions, please don't hesitate to reach out. Thanks again, Jada! Susan Fraser

Posted 2 years ago

“Website was buggy when I was ordering, I didn’t realize how small my urn was until after I purchased it, worried some of the pieces will fall off easily. It’s nice but I wish it could have been bigger and more secure”

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Posted 2 years ago

Hi, We apologize that your experience with our website was not ideal. We do want to hear about the buggy-ness on the so we can definitely get this fixed! We understand that you are concerned that the pieces of your urn may fall off easily, and we would like to assure you that all of our products are made with the highest quality materials to ensure durability. If you are dissatisfied with the size of the urn, we would be happy to work with you to find a replacement that better meets your needs. Please feel free to reach out to our customer service team at any time, and we will do our best to make this right. Thank you for taking the time to share your feedback. Susan Fraser cs@inthelighturns.com 1-800-757-3488

Posted 2 years ago

“Mailing was quick but the quality of the owl on ur was not up to expectations it was made out of plastic for the 350.00 I paid could of had been of ceramic.”

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Posted 2 years ago

Thank you, Jeremiah, for your feedback on In The Light Urns. We strive to make sure our customers are happy with each and every one of their products and are disappointed that we did not do this with you. Please expect an email as well as a phone call to rectify this situation. Susan Fraser cs@inthelighturns.com 1-800-757-3488

Posted 2 years ago

“I purchased a urn shaped like an Xbox controller for the ashes of my big brother. It's perfect be cause that was our favorite shared activity. I wear it and carry him with me everyday.”

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Posted 2 years ago

Hi Freddie, Thank you for taking the time to share your experience. I do apologize if there were any issues in regards to this, we would be happy to help. I will be contacting you personally to determine the best way to proceed in this as we never like to see our customers unhappy. Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“We had an issue with one of the urns sent. While we were upset that the urn was damaged. The customer service was great. They immediately tried to make right what was wrong. While i would suggest that the design of the urn we got be changed or the urn its self be discontinued. All was not lost, we understand that this wasnt in its self a reflection on the company as a whole and would recommend them or use them again in the future.”

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Posted 2 years ago

Hi Micheal, I am so sorry for your experience, unfortunately FedEx can be quite rough with packages which is what would cause this damage. I completely understand your frustration and we would definitely be able to rectify this for you by sending a new replacement. We have contacted you in regards to this, and everything does seem to be rectified. Please do not hesitate to contact us if anything changes, take care! Susan Fraser cs@inthelighturns.com (800)757-3488

Posted 2 years ago

“Urn was broken. Customer service was helpful. Sent a shipping label, still waiting for the refund. The urn broke because the quality of the item was cheap. At least they have been helpful so far. A challenging moment gets even more difficult.”

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Posted 3 years ago

Hi Michele, Thank you for leaving us a review! We are very sorry on our part for this inconvenience. I do see that the package will be to us this Monday, so I have went ahead and already sent this to the refund department. You should see the refund within 2-4 business days. Please let us know if you have any questions or concerns. Susan Fraser 1-800-757-3488 cs@inthelighturns.com

Posted 3 years ago

“Company was fast, and customer service good. The picture of the urn looks like a globe. I was surprised that it's actually disc shape. It's supposed to hold 250ml and my 135 lb child should have fit, but had extra. If fI had known that it's flat, i would have gotten the bigger one. I thought it was round, like a ball and that i couldnt fit it on my mantle if i had gotten the bigger one. Also, keep in mind that it's clear, so we had to put a liner so plastic bag of remains wouldnt be visible.”

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Posted 3 years ago

Hi Daisy, We send our deepest apologies for any inconvenience this may have caused. I am very disappointed to hear about your experience with your order. I do apologize on our part for not being more clear on the transparency of these urns. This is something we are working on updating. I do see that your order was for the medium size which is 125 cubic inches - which does accommodate someone 125 lbs or under before cremation. The adult size however would hold someone, 240 lbs or under before cremation. I am going to be emailing you as well to get this issue resolved as soon as possible! Feel free to email us or call. Susan Fraser 1-800-757-3488 cs@inthelighturns.com

Posted 3 years ago

“I loved the customer service aspect of this company. I was a bit disappointed that a piece of my urn was broken when it arrived. They wanted me to repack and send it back. I was uncomfortable doing this as it seemed senseless. If it broke once the chances of it breaking again seemed probable. I know their description says the cab is plastic- just expected a higher quality- especially for the overall cost! I was a little disappointed with the size difference of the tractor versus the trailer. I did love the personalization and it suits my husband's memory perfectly. I fixed the broken piece- I pray it stays.”

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Posted 3 years ago

Hi Kimberley, We send out deepest apologies for any inconvenience this may have caused. I am very disappointed to hear about your experience with us and your order. We are very compassionate with our customers because we all do know what it is like to lose someone close to us. I do see that we did try to get this custom painted truck back to have fixed, however you did let us know not to as you had fixed it. We have sent your order to the refunds department for a partial refund. Please do not hesitate to let us know if you have any questions or concerns. Susan Fraser 1-800-757-3488 cs@inthelighturns.com

Posted 3 years ago

“Beautiful piece”

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Posted 3 years ago

Hi Sharlene, Thank you for your review, we are happy to have been able to provide a piece you are fond of. Please let us know if there was an issue with your order, we would love to assist you if that is the case. Please contact us back at (800)757-3488 or cs@inthelighturns.com Susan Fraser

Posted 3 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