“When I came to the decision the time had come to say goodbye to my beloved dog of 14 years I found ProCare pet cremation and used both the euthanasia and cremation service. The vet that came to euthanise my dog was amazing. She showed compassion and empathy. When she left was when things went downhill. The man who came to take my dog away put her in a bag (which I understand the reasons) which was traumatising for me and then whilst she lay in a bag at my feet asked me to sign paperwork. I feel this could have been done before he put her in the bag. Not 10 minutes after he’d left with my dog I received a text message asking me to rate the experience, this was extremely insensitive. When She arrived back after a few weeks I was handed a large gift bag with her urn inside (which I chose but wasn’t informed that I could not open the urn and it was nailed shut) also in the bag was a candle with the company’s logo stuck on it and a cremation certificate also covered in the company’s logo, right at the bottom of the bag was a business card again asking to rate my experience which I found extremely inappropriate and it really upset myself and my family. I would not use this company again mainly due to the incessant advertising and harassment of rating the experience and leaving a review. It’s been just over a month since I said goodbye to my dog and I’ve left this review as I received yet another text message asking for it”
Hi Amy,
Thank you for taking the time to share your feedback. We are deeply sorry to hear that elements of your experience did not meet your expectations during such an emotional time. At Procare, we take all feedback seriously, both positive and negative, as it helps us continually improve and uphold the highest standards of care for our clients and their beloved companions.
We’re very pleased to hear that you found the attending vet to be compassionate and professional. We carefully select the individuals we work with and are glad their care was felt at such an important moment.
That said, we’re genuinely sorry that the collection process felt distressing. We understand how raw and overwhelming this time can be. While we do not request clients to sign physical paperwork, a digital signature is required on the driver's secure device as part of our chain of custody procedure. This step ensures that every pet in our care is tracked with the highest level of accountability and transparency, something we take extremely seriously.
With regard to the urn, we can see that you selected our Natural Wood Casket, which is not permanently sealed, but simply secured with four small screws underneath. This allows families the option to open it in the future should they wish to. We’ll happily talk you through this careful process if you'd like.
The memorial candle included in your return pack is something we provide free of charge, not as a marketing item, but as a simple and heartfelt gesture for families to light on anniversaries or remembrance days. We understand that grief is deeply personal, and while this is something many families appreciate (as reflected in the hundreds of reviews we receive), we’re sorry it was not right for you.
You also mentioned our follow-up messages and feedback request. These are intended to ensure that every customer has an opportunity to share their experience, good or bad, and allow us to identify ways we can do better. That said, we absolutely respect your wishes, and we have now opted you out of all future communication and closed your account completely.
We are genuinely saddened that your overall impression was not reflective of the care and compassion that so many of our clients describe. Procare has been officially voted the Best Pet Crematorium in the UK in 2022, 2023, 2024, and 2025, and we are proud to hold one of the highest-rated reputations in the country, not because we get everything perfect, but because we genuinely care and respond on the rare occasions when we don’t.
We truly wish you peace in your grieving journey.
Kind regards,
Customer Welfare Team
