Hi Joanne,
Thank you for taking the time to leave your feedback. We truly value all comments from our clients, both positive and constructive, as they help us to continually improve the services we offer.
We’re very sorry to hear that you felt the aftercare provided did not meet your expectations. We always aim to deliver the highest standard of care and presentation, especially during such an emotional time.
When your booking for Roxy’s cremation was placed, you selected our Mahogany-Stained Casket with an engraved nameplate. This is the urn that was provided to you, and we were pleased to go a step further by including additional engraved characters at no extra cost, something we were more than happy to do to help honour Roxy’s memory.
We understand that you wished for the urn to match that of a previous pet. However, as your earlier pets cremation was arranged through a different pet cremation provider, we unfortunately do not have access to their urns or supplier options. As such, we are unable to replicate or match items from external providers.
Please rest assured that we take great pride in the quality of our urns and caskets, and we only offer products that reflect the highest industry standards.
Should you need any further support or assistance, our Customer Care Team is here to help, please don’t hesitate to call us on 0800 368 9449, selecting option 2.
Kind regards,
Customer Welfare Team
