My experience with Pure Cremation was somewhat mixed. They were fantastic when I first made contact with them and were very attentive during the couple of weeks that followed, calling me for updates regarding the green form and then letting me know when the committal was taking place. Unfortunately, the process went awry as we headed towards Christmas. The last time the customer care team member who was managing my uncle's cremation contacted me of her own volition was on the 13th December advising me that my uncle's committal would be taking place on the 16th December. I was advised that I would receive a call from the delivery team within 5 working days of the committal date to book in the delivery of the ashes. Needless to say, I didn't receive a call and so all subsequent contact was from my side - me chasing them to find out when my uncle's ashes were going to be delivered. On the 3rd January I called Pure Cremation and was told the ashes would be delivered to me on the 9th January. I did end up asking to speak to a senior manager the following day as I was very disappointed with the service I had received. I should not have had to keep calling them to find out what was happening and I don't feel that they managed my expectations. I appreciate that December and January are busy times but this is their bread and butter so they know that, they’re an experienced company within their industry and so they should have robust processes in place to ensure a seamless customer experience. Communication is key in this type of business but it was sadly lacking which is a great shame as the first part of the process was faultless and very professional so I’m not sure why it went so wrong and I don’t think Christmas can really be used as an excuse. Wishing to end on a positive note, Emma Soul who delivered my uncle’s ashes was lovely. She is clearly passionate about what she does and enjoys her job which is something of a rarity these days. She was very professional, personable and kind… thank you so much Emma.