Pure Cremation Reviews

Name: Pure Cremation
Address: Charlton Park Crematorium Charlton Down, Charlton Park Crematorium Charlton Down, Hampshire
Rating: 4.84

4.8 Rating 5,956 Reviews

96 %

of reviewers recommend Pure Cremation

Company Reviews

Metrics

Info

Visit Website

Phone:

0800 033 7737

Email:

info@purecremation.co.uk

Location:

Charlton Park Crematorium Charlton Down,
Charlton Park Crematorium Charlton Down
Hampshire
SP11 0TA

Write Your review

Tell us how Pure Cremation made you happy

Help future customers by talking about customer service, price, delivery, returns & refunds.

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

Whats your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

Pure Cremation 5 star review on 1st August 2025

130

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Poor service all round my sister had to permanently phone to find out what was happening to our dear mom they were quick to take the money but service poor I would not recommend them to anyone else”

Helpful Report

Posted 2 years ago

We are sorry to hear of your sister’s experience with Pure Cremation. Our high review scores do show how well we look after the families in our care, so it’s disappointing to hear you have not received the service you expected. Please contact us directly with more detail to allow us to investigate and respond more fully.

Posted 2 years ago

“Shambles from start to finish”

Helpful Report

Posted 3 years ago

We are sorry to learn of your experience. Your comments have been passed along to our senior management team. We will be in touch to discuss your experience further. Kind regards, Chloe

Posted 3 years ago

“Well , I think this company caused me more stress than I needed at the time of my husband passing , I rang them in the morning of his death and 19 days after they collected him from the hospital, I rang to say what was happening after I sent in all the forms and death certificate only to be told I hadn’t returned the release the body form , no empathy what’s so ever , I said that body is my husband , checked my emails and saw that I had received the email early that morning , PC disagreed with that , I then waited a few more days and rang again I got maybe dates for collection and cremation , eventually I spoke to Alex who cave me something in concrete so I knew what was happen . The ashes did arrive on the day they said but yet another awful experience , where I live is difficult to find so I told the drive to head for an address near me , he arrive at a parking area I told him that he couldn’t park here as it was private but there is an area just near he could use , his replied was it’s ok I have your husbands ashes here and proceed to hand me a bag , I burst into tears it was so impersonal I felt I was getting a Tesco delivery , the driver did ask if I was going to be ok , at which time my Mum arrive and we walk to the house . I carried out my husband wishes to use this company , also my family thought Pure Cremation was something that they would like to use , but not now , and neither would I . I have found out that most local funeral company’s will do the same , and hopefully with a lot more empathy .”

Helpful Report

Posted 3 years ago

Dear Sir/Madam, Thank you for your valued feedback, we are disappointed to hear that our service did not match up to our usual high standards on this occasion. This description of the service received indeed does not in any way represent the standards we expect of our staff. I apologise most sincerely and we will be launching an immediate review with everyone involved. We will also make contact formally once a review has been carried out. Kind regards, Chloe

Posted 3 years ago

“Terrible service. I was expecting my son home at around 11am, was waiting and waiting, I rang to see where he was and they hadn't attempted to bring him home, there was mix up with the days. Least to say I was mortified. Added stress to my grief. They weren't all that sympathetic on the phone.”

Helpful Report

Posted 3 years ago

We are very sorry that in February 2022 our team failed to keep its promise to deliver your son’s ashes as agreed and apologise sincerely for the distress caused. We have reviewed our processes and made changes to ensure that this does not happen to another bereaved family. Kind regards, Chloe

Posted 3 years ago

“Company repeatedly send out postings when repeatedly asked not to, can’t even email them as it always bounces back”

Helpful Report

Posted 3 years ago

Please accept my sincere apologies that you have received additional mail from us. We aim to ensure that all details are added to our STOP file immediately once requested, which will prevent further mailings to an address. All information is recorded manually by our team and on rare occasions, some details can be entered incorrectly, which we can only apologise for again. Please be assured that all of our team members are trained on the importance of recording information correctly and safely and it is never our intention to cause distress. I can add you to our STOP file which will mean that you do not receive any further mailings from Pure Cremation. Please email customercare@purecremation.co.uk your full name and address including postcode. Please note that this will take up to 4 weeks for this to take effect. Alternatively, you can call us on 0800 033 7737 Option 1 and speak to one of our agents who will be able to remove you from our mailing lists without the worry of the email bouncing. You can also register your details with the Mailing Preference Service - https://www.mpsonline.org.uk. The Mailing Preference Service (MPS) is a free service, funded by the direct mail industry to enable consumers to have their names and home addresses in the UK removed from lists used by the industry. It is actively supported by the Royal Mail and all directly involved trade associations and fully supported by The Information Commissioners Office (ICO). Kind regards, Chloe

Posted 3 years ago

“Make sure you get everything put in a email dealing with this company as anything said verbally over the phone doesn’t mean anything .”

Helpful Report

Posted 3 years ago

We are sorry to hear of your concerns. All our calls are recorded, so nothing should be overlooked regarding conversations and requests. We will investigate and respond as soon as we can. Kind regards, Scott

Posted 3 years ago

“Sadly very disappointed with the service offered. Even though it’s not a traditional funeral I still expected some kind of customer service. Despite being told someone would be contacting us no one did I had to keep contacting them to find out what was happening. Then when finally someone called they didn’t even have the decency to get my mums name correct. Would not recommend t all in your time of grief you want the process to be as painless and easy as possible. Unfortunately we did not receive that.”

Helpful Report

Posted 3 years ago

Dear Karen, We will investigate the issues raised. It is really important that we keep in touch with our families and call them when are expected to, at such a difficult time knowing that we are in touch is vital. I am very sorry to hear that there was a mistake with your Mum’s name. This too will be investigated and we will be in touch as soon as we can. Kind regards, Olivia

Posted 3 years ago

“I was very disappointed in the way Pure Cremation handled some of the details for my late wife's cremation. After notification of my wife's death, they twice tried to contact my wife over the following weeks and even sent sales promotions to her after her cremation. After complaining they failed to reply to my complaint. The cremation itself and the return of the ashes was done very well”

Helpful Report

Posted 3 years ago

Dear Mr Woolley, please accept our sincere apologies for the upset caused by the receipt of marketing materials and contacts following your wife’s death. While follow up mailings are scheduled weeks in advance and cannot be stopped, I would not have expected you to receive telephone calls from our staff. I will look into this to understand what has happened so that we can do more to ensure that information is passed seamlessly between our teams in this sensitive situation. Thank you for bringing this to our attention, and for your positive comments about the cremation arrangements. Kindest regards, Catherine Powell

Posted 3 years ago

“During my initial conversation, I requested that some of the ashes were put into two separate pouches, which I was told would be done. When I was called to tell me Dad had been cremated, I asked again to make sure and I was told that there was no note on his file to say I wanted this, however, I was told again that it would be done. I now have the ashes and what I asked for on two occasions has not been done, it's not like I was asking much, very poor.”

Helpful Report

Posted 3 years ago

Dear Mark, I am very sorry to hear that your simple and reasonable request was not followed. I will look into this personally and ask a member of staff to contact you about the best way to achieve a dignified division of the ashes as originally requested. We strive hard to ensure that we meet each family's needs and I share your disappointment that our staff failed to live up to our standards. Yours sincerely, Catherine Powell (Co-founder and director) Updated reply: Thank you, Mark, for your gracious email today that confirmed the ashes division was the one point of dissatisfaction and that all other aspects of our service met your expectations. I greatly appreciate your offer to amend your review but we did let you down, and I apologise for that. We are taking steps to ensure that every member of our customer care team understands the importance of good notes and how to record key instructions so they cannot be missed. Kindest regards, Catherine Powell

Posted 3 years ago

“Was told my mum's ashes would be ready 9th May so we arranged the funeral for the 13th, but no ashes arrived. The response from pure cremation is poor at best I would not recommend them at all. Thanks pure cremation for adding to an already hard time.”

Helpful Report

Posted 3 years ago

Dear Paul, Pure Cremation is committed to offering the highest standard of care and we are eager to investigate any cases where our service may have fallen short of this. We can be contacted at info@purecremation.co.uk where a member of our senior management team will carry out a full investigation. Please include the full name of your mother and her plan number or date of birth. Kind regards, Mia

Posted 3 years ago

“From the moment of ringing them the first time it has been awful. Waiting time on phone is long, you never speak to the same person. They sent the wrong documents 4 times, they don't ring back when they say they will. I was constantly ringing them. The final touch of insult was a van turning up with 'Pure Creamtion' emblazoned on it and the delivery man telling me to ' have a good day' .No empathy, all fake false words. Would like contact from CEO please.”

Helpful Report

Posted 3 years ago

Dear Ms Harris, I am very sorry to hear this account and a senior manager has been appointed to look into this further, this is not the level of service that we have set out to deliver. We will contact you personally once we have carried out a full investigation. Yours sincerely, Mia

Posted 3 years ago

“Accepted payment totally messed up dates for commital . Really Upset!”

Helpful Report

Posted 3 years ago

Dear Ms Bailey, A senior manager has been appointed to look into the issues that you have raised, and we will be in touch with a response. Pure Cremation is committed to offering the highest standards of care to the bereaved and their loved ones, so we are very keen to understand and investigate any situation where our care may have fallen short of this. Kind regards, Mia

Posted 3 years ago

“Awful. Whilst our father booked a Pure Cremation, we would still liked to have marked the event, albeit from 170 miles away. Pure Cremation would not give a likely time for the committal. Surely, if this is so carefully managed, a time should be known, or is this just a case of lining up the coffins and wait your turn? Terrible for families.”

Helpful Report

Posted 3 years ago

Dear Ian, Thank you for getting in touch with us. We’re sorry you were disappointed. At Pure Cremation, we always provide families with the committal day for the cremation. We cannot provide the time of the actual cremation itself though. This should have been made clear to the applicant. We are no different to other crematoria where there is a service beforehand. The actual cremation can be many hours after the service. The actual cremation duration can vary from 75 to 120 minutes so the committal time can vary considerably during the course of a day. What we recommend for families that wish to mark the event is that they choose a time on that day, to gather and celebrate the life of the person. Kind regards, Olivia

Posted 3 years ago

“I am leaving a poor review as we had to chase all the way through. We were not told that my husbands father had been collect from the local hospital on the Thursday. We only found out on the following Tuesday when I called. Also the cremation was planned for 10th March but was put back to 23rd March which we were not informed of. It was only when we called to check. We were told that we would be contacted and updated all the way through. This did not happen.”

Helpful Report

Posted 3 years ago

Dear Joanne, I am very sorry to hear of the issues you experienced with your father-in-law’s cremation arrangements. Our staff should have contacted you once he was in our care and I share your disappointment that this did not happen. Part of our care for the bereaved is regular communication, especially if there are any issues that affect the cremation date. I apologise sincerely that our staff did not meet our usual high standards of communication and will be in touch to give you the chance to speak to me directly about your experience. Please be assured that I will address this with the individuals involved to ensure that they learn from this and, in future, deliver the standard of care Pure Cremation expects of them. Kind regards, Mia

Posted 3 years ago

“What a disrespectful company, My sister who I spoke to every day on the phone was married to a very disrespectful person who I could not keep in contact with because of his attitude. He phoned me via a carer on the day my sister death and said it’s John, Jenny Dead!! I found out who he was dealing with for the cremation and phoned them and explained who I was, they refused to tell me anything, because he was next of kin, I pleaded with them that I only wanted to know the date of the cremation as we wanted to arrange a memorial service at the church where she used to be a warden but they still refused. I spoke to Charlton Park crematorium which they use and managed to get a date but when they asked who I was they refused to give me the time. What a terrible company as I could not go to the cremation I only wanted a time to be able to stop and think of her.”

Helpful Report

Posted 3 years ago

Dear Les, Family situations like this are both painful and challenging. While we always encourage families to communicate with all affected parties, we must fulfil our legal obligations to the applicant who has engaged our services. Kind regards, Bethany

Posted 3 years ago

“Unrequested marketing received (how did they get our details!). Avoid this company . And what a dreadful trading name!!”

Helpful Report

Posted 3 years ago

Dear Sir/Madam, Your details were provided to us by a data collection company whose details were included in the mailing that you received (at the bottom of page 2 in the coloured panel). Including this information means any recipient can contact the data company and request removal from their database. This also ensures we comply with the best practice guidelines of the Data and Marketing Association. I can add you to our STOP file which will mean that you do not receive any further mailings from Pure Cremation. Please let me know your full name and address including postcode, you can send this to me directly at customercare@purecremation.co.uk. Please note that this will take up to 4 weeks for this to take effect. You can also register your details with the Mailing Preference Service - https://www.mpsonline.org.uk. The Mailing Preference Service (MPS) is a free service, funded by the direct mail industry to enable consumers to have their names and home addresses in the UK removed from lists used by the industry. It is actively supported by the Royal Mail and all directly involved trade associations and fully supported by The Information Commissioners Office (ICO). Kind regards, Mia

Posted 3 years ago

“Staff unable to advise and update me regarding the arrangements that had been made with other family members. Therefore I was left not knowing the time of my dad's cremation. I totally understand confidentiality but even though I was able to give and confirm every detail about my dad and his identity, I was still not kept informed by anyone at pure cremation.”

Helpful Report

Posted 3 years ago

Family situations like this are both painful and challenging. While we always encourage families to communicate with all affected parties, we must fulfil our legal obligations to the applicant who has engaged our services. Yours Sincerely, Mia

Posted 3 years ago

“Absolute bunch of morons. Pure cremations wrote to my mother on 2nd February 2022 about their services. She passed away on 18th May 2021, how they could be more tactless or offensive I don't know. Absolute scum,”

Helpful Report

Posted 3 years ago

Dear Craig, We are sorry that you have been upset by our mailing, that is certainly not our intention. Please feel free to get in contact with us and we would be more than happy to remove your details from our mailing list, simply email us directly at customercare@purecremation.co.uk and we will ensure that your details are removed.

Posted 3 years ago

“This is a truly profit focused company without any compassion. They sent their slick promotional material to my mother who died six months ago. Disgusting!”

Helpful Report

Posted 3 years ago

We are sorry that you have been upset and that is certainly not our intention. Please get in contact with us and we would be more than happy to remove your details from our mailing list, simply email us directly at customercare@purecremation.co.uk and we will ensure that your details are removed.

Posted 3 years ago

“My father passed away on Friday 3rd December and had arranged and pre-paid his plan with you. From the start, my experience with Pure Cremation has been awful. Firstly, my husband contacted Pure Cremation to advise on my father's passing. However, I tried to contact Pure Cremation Ltd a few days later, as had not heard anything from either Pure Cremation or the hospital about the collection of dad's body. When I rang, they said that they would not speak to me, as my husband was the one who contacted them, even though my Dad had put me as next of Kin. The communication has been very poor. I have had one phone call to advise that they could bring my Dad's cremation forward to 2 January 2022, which was fine and then the "Ashes" team would be in touch to arrange the delivery of my Dad's ashes. I received an email to say that this would be within 3 weeks. I had to chase by email to see what was happening on Thursday 20 January as I had not heard from anyone. I received an email to say it would be chased up. Finally I received a call on Monday I believe to say would be delivered Tuesday. I am extremely disappointed, as I feel we have had to chase for everything, during this really difficult time, I would certainly not recommend your services, as I feel that the whole experience has been extremely distressing and stressful. Also, I was extremely disappointed with the packaging that my Dad's ashes have been sent in. I would have expected a nice ornate urn, but to be honest it looks more like a washing powder box delivered in a shopping bag.”

Helpful Report

Posted 3 years ago

Dear Zoe, I am very sorry to hear that your experience of our communication has fallen short of the high standard that we are known for. Our team is expected to support the bereaved with timely updates and please be assured that I will ensure that the management of your Dad's arrangements is reviewed so we can address the cause of this deviation from the expected standard of care. You will receive a separate personal response from us about this. In reply to your comments about the ashes container: we have carefully considered the container in which the ashes and identity disc are presented. Rather than opting for the traditional plastic 'sweet jar' or the more recent cardboard box that crematoria typically supply, we have selected a biodegradable container with a stunning photo wrapper (printed with vegetable inks) which is then placed into a soft cotton bag for its protection. We are always happy to place ashes into any suitable alternative container should the family send this to us. Yours sincerely Catherine Powell

Posted 3 years ago

Pure Cremation is rated 4.8 based on 5,956 reviews