Name: Pure Cremation
Address: Charlton Park Crematorium Charlton Down, Charlton Park Crematorium Charlton Down, Hampshire
Rating: 4.85

“Our mum passed unexpectedly which was a shock to us all. The first phone call we had as with a lovely lady who helped us tremendously. However, from then it just went down hill. I made a phone call after the coroner had advised that my mum had been released. We you advised that you hadn’t got the paperwork, which when I complained you in fact had the paperwork. Then the day after the cremation day I was called not once but twice to say my mum had been cremated. There is need of a more personal touch this process for us even though we know it a direct cremation felt so robotic.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your experience with us. Your feedback is important, and we appreciate you bringing these points to our attention. A senior manager is personally looking into the points you have raised and they will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 year ago

“Extremely disappointed with pure Cremation. Mum chose them as she wanted no fuss and no added stress for us. Sadly that wasn't the case. On one phone call they got her gender wrong. Another phone call her name wrong. They took over 4 weeks to collect her from hospital. When mum was returned to me it was a very quick uncaring process which left me feeling empty and disappointed.”

Helpful Report

Posted 1 year ago

Thank you for sharing your experience with us. We are concerned by your feedback and we would like to look into this further. We would be grateful if you could contact us at customercare@purecremation.co.uk with your mum's full name and date of birth. Kind regards, Pure Cremation Team

Posted 1 year ago

“My first impression was great, but then I experienced a number of issues which caused me stress at a time when I already had so much stress. I would not feel comfortable recommending pure cremation as I wouldn't want any one else to have my experience.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience. Your feedback is very important to us, and we want to assure you that a manager is thoroughly reviewing your arrangements to better understand your experience. They will be in direct contact with you as soon as possible. Kind regards, Pure Cremation Team

Posted 2 years ago

“From the time I contacted Pure Cremation regarding my mother's passing I was bombarded with emails at all times of day and night demanding I complete and return a form that I was unable to do at that time as the coroner was involved. After being asked if I minded her body being moved to a crematorium in Manchester to speed things up (which I didn't agree to) the actual cremation was about 2 months after her passing. When I received the ashes, the ceramic disc in the top of the box was cracked. I would recommend using a more local service.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience. Your feedback is important to us, and we appreciate you bringing these points to our attention. A senior manager will personally look into the points you have raised and they will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 2 years ago

“My ftaher purchased a Pure Cremation plan a couple of years before he died so we wouldn't have to worry about sorting it out. I wish he hadn't. It took over a month to get the remains back. When I asked why things took so long, first I was told there were legal requirements before the committal. OK, I'll go along with that. But then it took two weeks afetr the cremation to get the remains. The thing that really annoyed me is that, when phoning for news and waiting in queue, I was told that a "case handler" would answer me as soon as possible. Eventually, when we were told the date of the return, we were told an "operative' would phone to say when delivery would be made. My father was not a "case" to be "handled", he was a loving, caring man and a great asset to the local community in life. Neither did I want his remains to be delivered by an "operative", like he was an Amazon parcel. When you are dealing with the bereaved, you have to be very careful of the words used. "Case handler" and "operative" suggest you are a company in it for the cash and the deceased whose remains you handle are just another number, just another product, just another commodity. Finally, when speaking with the bereaved who may be asking why things are taking a long time, use of the phrase "terms and conditions" is unforgiveable, in my humble opinion, the phrase is a well known fall-back for companies who don't have a better answer, and I didn't contract with you, my late father did, so some better explanation is owing to me when I ask for it. I till don't know why it takes two weeks from cremation to return of the remains. The whole experience of the call centre was one of coldness and had an entire lack of feeling. The only humanity I encountered was with the person trusted with the return of the remains, I won't insult him with the term "operator" because it is a job that requires sensitivity and respect, both of which he displayed.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience with us. Your feedback is important, and we appreciate you bringing these points to our attention. A senior manager will personally look into the points you have raised and they will reach out to you directly at the earliest opportunity. If there's anything else we can assist you with in the meantime, please feel free to contact us at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 2 years ago

“Disappointing service this time. I've very sadly lost my father and mother within a 9 month period. Dad's aftercare with Pure Cremations was faultless and I've recommended your services to many. Dad's ashes were returned to me within a month of his passing. And I had telephone updates at each stage. However my mother, who passed away on the 10 February, has still not been returned to me. I chased via email last night, the cremation took place on Saturday 09 March, and received a response this morning advising the earliest date of return is the 04 April. I replied asking if there's anyway it could be sooner, that the wait is very upsetting, to be told that is the earliest date available. Very saddened...”

Helpful Report

Posted 2 years ago

Thank you for bringing this to our attention. A senior manager has been appointed to look into your feedback and they will be in direct contact with you as soon as possible. Please let us know if there is anything else we can do in the meantime. Kind regards, Pure Cremation Team

Posted 2 years ago

“If you had been honist about the time from start to finish it would have been better than giving unrealistic times.”

Helpful Report

Posted 2 years ago

Thank you for taking the time to share your experience. As we are concerned with what you’ve raised, a senior manager is currently reviewing these details and will be in touch directly to offer a response. If there is anything else we can do in the meantime, please contact us at customercare@purecremation.oc.uk or on 0800 033 7737. Kind regards, Mia

Posted 2 years ago

“I chose Pure Cremation thinking it would less stressful way to carry out my wife's wish I didn't get off to the best start in my hast to get the forms back as soon as possible I signed in the wrong place this was the 3rd of Jan I was told about my mistake on the 12th of Jan I sent the correct form back . On the 12th the Coroner's office rang to tell me of the results of the Post Mortem They followed that up with an email saying that they had released the paperwork to you to enable the funeral to take place Saturday the 13th I got a letter from you saying that a Wet signature was required on the Authority to remove which was sent back by Recorded Delivery the same day Later the following week Im told that My wife would be taken into your care from the Mortuary in Stoke-on -Trent The dates are a bit of a blur by now I then get a phone call from Tracey telling me that my wife Had Not been picked up because the Mortuary was closed for lunch and instead of waiting the driver decided to carry on with their next collection Tracey could not tell me when my wife would be picked up, I could go on and on with my concerns but this is getting very upsetting to write I did get a phone call from Tracey telling me the Cremation would be on the 6th of Feb and the ashes would be deliverd in the 21days I rang up on the 5th of feb to confrim the Cremation would go ahead on the 6th and this was confrimed and the ashes would be deliverd on the 8th ( a bit of priority and compassion at last ). On the 8th I had a call from the driver telling me she was 1 hour away she did arrive within the hour and she was lovely a real caring lady. I have found my time in dealing with you very stressful and at times very upsetting All the staff I spoke to seem to be genuine and caring and for a very short time put you at ease”

Helpful Report

Posted 2 years ago

Thank you for your valued feedback, we are disappointed to hear these comments. Our Senior Management Team will be looking into the points you have raised to better understand what has happened. We will be in direct contact to offer a full response. If there is anything more we can do at this time, please reach out to us at customercare@purecremation.co.uk. Kind regards, Chloe

Posted 2 years ago

“Not a good service received and not what we were sold or on their website . My dad passed away on 1st January and was not collected by pure cremation from the hospital until 23rd January . Not much communication and they kept saying it was because of paperwork then finally they admitted that they were short staffed . Not informed until 26th the cremation was definitely taking place 28th and that was only because I rang them , more happened but to much to go into. The only positive we have is when the ashes were hand delivered by a lovely lady who spent time talking to us showing us care and compassion”

Helpful Report

Posted 2 years ago

Thank you for taking the time to provide us with feedback regarding your experience. Although I can see that you were contacted by a manager who addressed your concerns raised at the time, we would like to arrange for a senior manager to speak with you to ensure you are satisfied with the outcomes provided. They will be in touch shortly. Thank you also for your kind words about the member of staff entrusted with bringing your father’s ashes home to you, we will ensure this is passed on. Kind regards, Mia

Posted 2 years ago

“Communication wasn't great as I kept having to phone to get updates. The urn needs rethinking as what's the point in having a nice picture on, if one side is going to be covered with a label?! Plus actually opening the urn is sooooooo difficult! Even my strapping husband had a problem!!! So no, we won't be using Pure Cremation again or recommending to anyone.. =0(”

Helpful Report

Posted 2 years ago

Thank you very much for writing this review, and for bringing your experience to our attention. We are very concerned to learn of your experience. A member of our management team will reach out to you shortly to gain a better understanding of the situation and conduct a thorough investigation with utmost urgency. Kind regards, Chloe

Posted 2 years ago

“From Day one of contacting Pure Cremation the Fun & games began.....Telling them that I only wanted to be contacted AFTER 3.30pm due to the fact that I work and didn't want my conversation overheard by Nosey work Colleagues.....So what do they do phone me at 2pm.....No notes taken obiviously.....Next trying to contact them.....Absolute nightmare....Listening to the press options whilst on hold for eternity....Next the Delivery of my mothers ashes....The bloke who delivered them might as well work for Amazon and be delivering my new iPad....”

Helpful Report

Posted 2 years ago

Thank you very much for taking the time to write your review, and we are concerned to learn of your experience. We would be grateful to have a better understanding of the situation, and our Head of Customer Care will be contacting you directly. Kind regards, Chloe

Posted 2 years ago

“Took 23 days to correct an error in their phone system making it impossible for them to phone me in Holland. Took a week to reply to an outstanding question by email, only responding after a reminder. Dont, feel this problem was taken seriously until after I had my phone checked by my provider. Their response to my complaint did not deal with the fact that their phone system did not include the country code for Holland, saying that they corrected the issue as soon as it became apparent (23 days after the fact). Besides this big issue that brought me a lot of stress, service was fine.”

Helpful Report

Posted 2 years ago

Thank you very much for taking the time to write your recent review. We are concerned to learn of your experience, and grateful to you for bringing it to our attention. Our Head of Customer Care has now made contact with you directly. In the meantime, we are pleased to note that you consider our service was positive, however it would appear that there were some technical difficulties regarding communication due to your overseas location, for which we sincerely apologise for. Kind regards, Chloe

Posted 2 years ago

“Other than the consideration of 1 member of staff at a very sad time I found the entire service provided by your company clinical and lacking in companion. I would not recommend your services to any friends or loved ones.”

Helpful Report

Posted 3 years ago

Following your feedback, I can see that a member of the team has been in contact with you to address you concerns and this has now been dealt with to your satisfaction. We are extremely proud of our team who are caring, compassionate, and professional, and the positive impact they have on families we look after. If we are made aware of any occasion where we may have fallen below this standard, we are keen to review and learn from this. Please do not hesitate to contact us should you need anything at all at this point. Kind regards, Chloe

Posted 3 years ago

“Not knowing what my father wanted other than saying "pure cremation". Sadlyy dad passed before we could sort it together. I rang pure cremation who said "yes we can sort that" I paid for 12 family members to be there. I found that I had to keep ringing to chase them as they were slow coming back to me on things. Arriving on funeral day, it was a lovely but very small room 12ft x12ft maybe. Dads coffin was very 😬 made of unvarnished pine ( all like this as its a no fuss funeral) no service provider so if you are happy to sit for 30 mins and reflect or do your own chat then its good. I found because I was the one talking I didnt get time to reflect . Had to chase for return of Dads ashes. You get what you pay for.”

Helpful Report

Posted 3 years ago

Thank you for your feedback about our service. As a direct cremation provider, we are also able to provide the option of a limited-service at our beautiful crematorium in Andover. We have created our Oak Room to allow a small number of people to gather and reflect on the life of that person and say a final goodbye, if that is what they wish to do. For families who prefer something closer to their home, we have partnered with a national crematorium company to provide a similar limited service. This is not a traditional funeral service though. I’m sorry that the attended options and inherent restrictions weren’t explained properly to you as they should have been. The coffins we use are solid pine and are imported from Europe. Although very simple in finish they are of excellent quality. We don’t see the need to offer different styles or types of coffin, unlike more traditional funeral directors. It’s clear that we haven’t met our normal standards in terms of how we communicate and also how well we explain the options chosen. We will investigate and a manager will be in touch with you next week with our findings. Kind regards, Olivia

Posted 3 years ago

“The first time I used Pure Cremation I was so pleased. Communication was prompt and my father's ashes were delivered at a convenient time and in a respectful manner. The ashes were packaged in a lovely purple box. Four years later I used the company for a second time. This time I felt disappointed that I had to chase to find out what the next steps would be. For example, the date of the cremation and delivery of the ashes, and whether it would be possible to have an evening delivery. I had to request this a few times and chase for confirmation the day before which was upsetting as I felt there was little respect or empathy shown by the customer service team. When my mother's ashes were handed over at my front gate the operative said, "ooh can you get the box out I need to scan the label again, I have forgotten how to do this" it felt like an Amazon delivery. There was nothing personal about the experience and no condolences were given. The new box looks like a box of fertiliser.”

Helpful Report

Posted 3 years ago

We’re sorry to hear of your experience around your mothers funeral. This does not represent the normal high level of service that we provide at Pure. We’ll look into the issues raised and will be in touch next week. Kind regards, David

Posted 3 years ago

“The initial process is straightforward and upon notification of my mother's death (she died at 1.20pm) she was collected from the care home some 12 hours later and a direct cremation was carried out 15 days later. A designated Pure Cremation employee kept me updated up to the finalised cremation. There was no notification on the day of cremation and so I telephoned to obtain this information. My mother's ashes were returned to me 22 days later by a man dressed in casual trousers and an open necked shirt with rolled up sleeves and driving a van. The ashes container is plastic, rectangular with a groove in the lid and accompanied by a cremation certificate. I was handed the ashes over my rear garden wall in a cotton 'Pure' tote bag. (Even Amazon deliveries knock on our front door with parcels.) The total cost was £1,290, payable in full (without a prepaid plan) within 48 hours of death notification. Obviously we shall transfer the ashes to a more appropriate urn. I certainly hope that my mother's cremation was conducted in a more dignified manner than the experience of receiving her ashes.”

Helpful Report

Posted 3 years ago

Thank you for sharing your feedback we’re pleased that you felt that throughout the process we kept in touch with you. Feedback is really important to us and we’re sorry that our service didn’t appear to meet some of your expectations. We would normally contact a family the day after the committal to confirm that everything has taken place as expected, not on the day itself. If you had asked to be contacted on the day we should have done that. We would normally return ashes within 21 days so we will investigate why there was a delay of a day. At Pure we believe that our colleagues wear a less formal and more practical uniform very different from traditional funeral directors. The handing back of people's loved ones is one of the most important parts of our service. I’m sorry you feel that this was done inappropriately. We will, of course, have a senior manager look into this further. Kind regards, Olivia

Posted 3 years ago

“Initial contact on the 24 hour phone line not manned adequately. My first two attempts kept on hold for a long period of time. It felt as if I was phoning a utility company. It wouldn't have so bad if they offered a ring back service but they don't. Delays in collecting deceased Very very poor communication with regular updates of each stage of the process. The only aspect which the service was up to standard was on the day the Ashes were returned to me. Very polite member of staff. I would not use this company or recommend this company in the future.”

Helpful Report

Posted 3 years ago

We do have a small permanently staffed call centre open 24 hours a day so we are able to meet the needs of our families 365 days a year. As such we have a call back facility so if in times of high demand we miss a call, we are then able to ring that person back at the earliest opportunity. We are really sorry to hear of your experience. The service you have received has not met our usual high standards. We will arrange for a manager to call you to discuss your personal experience. Kind regards, Olivia

Posted 3 years ago

“The communication was poor. One person said there way no green slip left a message by voicemail my loved one was due to be collected so I was panicking rang them straight back and they apologise and said they have it. Was miss communication 2 weeks went by and I had Hurd nothing about ashes being delivered so I called them for them to apologise to me again and say they are due to be delivered the next day they said someone should have called but no one ever. Did finally got the ashes back”

Helpful Report

Posted 3 years ago

Please accept our condolences for your loss, and we are sorry to learn of your experience. This has been passed onto our Management team, they will investigate and a manager will be in touch tomorrow. Kind regards, Chloe

Posted 3 years ago

“My initial contact with Pure Cremation seemed promising, the staff were very respectful and kind to speak to. However I felt there was a huge lack of communication in terms of letting me know how the process of getting my Dad cremated was going. I constantly had to be the one to phone and chase up/try to hurry along the process. I was hardly ever called back when I was told I would be given an update. When I called I would be on hold for quite a while listening to the most depressing funeral march type hold music. When I'd get through, although the staff where kind and trying to be helpful I was often told they couldn't not help with letting me know how things were going/answer my questions as my assigned 'case worker' would need to, but she was always busy or not at work/on holiday. I'd have to call multiple time to get a call back from her, this process really took its toll on me as I'd have to be taking these calls whilst at work in a office full of people or whilst caring for my young children when its hard enough to answer the phone let alone talk about sensitive issues. Right to the last minute I felt communication lacked, my final contact after asking if the Ashes could be delivered to my Auntie was an email to say it was 'probably ok'. Again I had to call the following day to confirm this, its not like its a box of chocolates being delivered so I felt a more definite answer was needed. I never got any contact to confirm the delivery had happened, but obviously by this point I could contact my Auntie to ask her. I think most my stress was caused by it not being made clear just how long the process would take and how long between cremation happening and the hand delivery was. It was all delayed a bit as my Dad was with a coroner but the whole process still took far longer than I had expected after that, and it wasn't until late on in the process I thought I better check how long until ashes get delivered after cremation. I had naively thought a couple of days but thought I'd better double check (we wanted to plan a family ashes ceremony) after searching the pure cremation website I found out it was much longer, up to 21 days. In the end I paid the extra £150 to have them delivered within 7 days, but even that might not have happened in time if I hadn't contacted them after my Dads cremation date (I rang 7 days before we had booked the ceremony), again I had been told I would be called to organise this in plenty of time but no-one rang me. I had thought I was coping with my Fathers sudden death relatively well but I must say dealing with Pure Cremation the last month, especially the last 3 weeks once the coroner was finished have really taken their toll on me and I would never recommend Pure Cremation to anyone else. To their credit the staff were kind and respectful when I did speak to them and I don't doubt my Dad was treated respectfully but I think the office must be under staffed or the structure needs to change so its not so dependant on one assigned person (who was then on holiday/catching up from being on holiday) right when I really needed good communication. Plus please change your on hold music, I can't imagine anything you could pick that would be less depressing to sit listening to nearly every day multiple times as I tried to contact you. The one thing I hope you take on board most is PLEASE tell people the 21 day delivery timescale from the start, and mention it multiple times after...I was in shock the first time I contacted you so I think this needs to be made clear multiple times, it was the main reason it all became so stressful and time critical for me.”

Helpful Report

Posted 3 years ago

Please accept our condolences for your loss and our apologies for this account. We have passed your comments onto our Senior Management Team and someone will reach out to you tomorrow. Kind regards, Chloe

Posted 3 years ago

“Although initially I thought the service received was good, I later found I had cause to complain and, when I did, I didn't even receive an acknowledgement of my complaint, let alone a response!”

Helpful Report

Posted 4 years ago

Dear Sir/Madam, We cannot see any details of a complaint relating to this record. Could you please contact us directly at customercare@purecremation.co.uk or on 0800 033 7737 Monday to Friday 08:00 - 18:00, Saturday 09:00 - 17:00 so we can clarify the detail and investigate your complaint fully? Kind regards, Mia

Posted 4 years ago

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