“Great service overall service. Only feedback is it was quite upsetting them placing our cat in a plastic bag in front of our daughter. We found this upsetting. Maybe they could bring a cardboard box? A plastic bag and zip tie was upsetting”
Dear Lorraine,
We truly appreciate your positive feedback and the 5-star review you've given us. It's reassuring to know that our services met your expectations and that you took the time to share your experience.
We understand that the sensitive nature of our services, especially involving a beloved pet, can elicit strong emotions. We value your input regarding the handling of your cat during the process. Our team uses specialised transport bags for deceased pets to ensure their safe and respectful transportation. These bags are designed to provide the necessary protection and dignity throughout the transportation journey.
While we are unable to use cardboard boxes due to their water-tight limitations, we are actively exploring alternatives that maintain the same level of care while addressing any concerns you've expressed. Your suggestion is important to us, and we're committed to finding ways to enhance the experience for our valued customers like you.
Thank you once again for your trust in us. If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out.
Warm regards,
Customer Welfare Team.
“Absolutely brilliant service! At a time when you're heart broken it really made a difference using Procare. This service was amazing. From booking our Pearl's cremation to her being collected and returned to us, we were constantly updated.
She was well cared for by the lovely representative who came to collect her.
Thank you so much for your compassion, kindness and overall exemplary service at a very sad time for us.”
“Handled with dignity and very fast reliable service. Very caring and lovely box and candle, thank you again, will definitely recommend and use again.
Rest in peace my little Apollo xxx 🩷”
“Very disappointed no paw print no mug. The excuses was the RSPCA froze Thai ? Unfreeze him before cremation. So sad 😭 The RSPCA sent a beautiful sympathy card to all who loved Thai. He was well loved and we are all upset. We put our trust in you.”
Dear Carol,
Thank you for taking the time to share your feedback with us. We are deeply sorry to hear about your experience with obtaining a paw print for Thai.
Regrettably, we encountered a challenging situation where Thai was frozen in an inaccessible position by the vet before our arrival. In such cases, it becomes impossible for us to take a paw print without compromising the dignity and respect we hold for every pet in our care. Our utmost priority is to ensure that each pet is treated with the utmost care and sensitivity throughout the process.
Please know that we did reach out to you prior to the cremation to inform you of this unforeseen development, and we promptly issued a refund for the affected services.
At Procare Pet Cremations, we take immense pride in the quality of service we provide and the trust our customers place in us during times of loss. We understand how difficult it can be to say goodbye to a beloved companion, and we always strive to go the extra mile to support our clients during these moments.
We sincerely value your feedback, and your satisfaction is of utmost importance to us. We kindly request that you reconsider your review, as we believe that the circumstances leading to the 1-star rating were beyond our control.
If there is anything more we can do to address your concerns or assist you during this difficult time, please do not hesitate to reach out to us directly. We are here to support you in any way we can.
Thank you once again for sharing your feedback, and we truly hope to have the opportunity to serve you and your beloved pets in the future.
With warm regards,
Customer Welfare Team.
“your staffs and company are also very professional, kindness and polite. May I have a little opinion which is if we can attend the cremation ceremony will be prefect. Because we want to accompany our pets for their last trip, thanks for your great help🙏🙇”
“I’m really happy with the professional & caring service from Procare. The staff are lovely & understand your feelings, they are obviously animal lovers. I can’t rate them enough, I Will recommend Procare to anyone who may need this lovely company.”
“Very nice people to deal with when you suffer the loss of a loved pet, the lady who brought my beloved cats ashes to me was also very kind. The fact that you can pick when to have your pet picked and what time is helpful, and the choice of caskets is good. I’ve used their services twice now, but beware whatever you’ve wrapped around your pet goes with them.”
“Very professional approach. Good communication, Procare customer service always quickly answers my phone and solve issues I have. Everything was very clear communicate to us what will happen and when our pet will back to us. We been informed about day of our pet ashes delivery a week ahead, and there was no issue with rescheduling.”
“Thank you for laying my Tara to rest its a real comfort having her home. Its really good the way you let people know when their pet is coming home. Then on the day you keep us updated and bring her home respectively thank you so much x”
“Very professional and caring service. All staff treated me with sensitivity and caring. Nothing was too much trouble. Would recommend this service. Felt my pet was in safe hands at a time when I needed that. Many thanks”
