Pure Cremation Reviews

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

4.8 Rating 6,168 Reviews

96 %

of reviewers recommend Pure Cremation

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Phone:

0800 033 7737

Email:

info@purecremation.co.uk

Location:

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

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Pure Cremation 5 star review on 25th January 2026

135

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“fantasic well recommened. very caring not pushy all.excellent service.”

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Posted 4 years ago

“I can't say I was all that thrilled with the service. When you take out a contract like this like my father had. It does not stipulate there is no cremation in Wales. But yet on the policy reads England Scotland and Wales. Therefore think it should be explained at a bit better on application. My father passed away on 25th November 2021. And no cremation until 22nd of December. I know covid has alot to do with this. But no time given of cremation and why I rang them they said that night it had been done it was 6.50 when I rang. His name was also wrong and had to be amended. I then emailed Rebecca and was told that my father had been cremated at 20.55 that of the 22nd of December. So this was very upsetting for the family. And my last point western supermare a bit of a travel for us from Wales which unfortunately could not attend. My husband and I have both signed up for pure cremations so I hope by time we go there is a cremation place in Wales for where we live.”

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Posted 4 years ago

Dear Karine, thank you for your comments. We try to be extremely clear in our literature and our communication that the cremation location will be chosen by Pure Cremation and that clients from England and Wales will be cared for at our crematorium near Andover. I apologise for the error my colleague made in an email to you, this did not reflect the information that we had on record from the moment your father enquired about a pre-paid plan. I will take this up with the individual team member concerned. We carefully record the exact time at which each cremation takes place and so any member of our staff should have been able to offer you accurate information, I am sorry if there was any confusion. I will look into this also. If your family would prefer a more local, attended committal in the future then this is something that we do not anticipate being able to provide in your area. We are committed to ensuring that our service meets each plan holder's needs and so I will ask a manager to speak with you about this and to discuss whether an alternative provider may be better for you. Yours sincerely Catherine Powell

Posted 4 years ago

“I sent the comments below as an email on the 2nd of January and no one responded and when I rang I was told someone will call me back ........I am still waiting, after you read this you can make your own mind up what to think. I am writing this to express how I found their service dealing with my father-in-law. Approximately six months ago my both my in-laws took out a package with Pure cremation. Unfortunately, he passed away at the age of 86 leaving his 81-year-old wife heartbroken and unable to organize the things needed to be done, I, therefore, took over the proceedings. At first, when I first reported his passing, I was greeted by some understanding people with empathy. I then had a conversation with a gentleman who informed me that he was dealing with my father-in-law and that if I needed anything to either call to speak to him or email and he would respond. This was the first and last time that I spoke to him as I emailed him on the 3rd of November and to be honest, I am still waiting for a response. Every time I called, I got somebody different as he never returned my calls. This, to be honest, made me become disheartened about the service that I could be about to receive, more so as I have never had to organize anything like this before. I then had a call from a lady who said she was now dealing with the cremation. At first, the communication was ok but then she was unavailable to answer the calls so I found myself repeating it over and over again to a different person every time as she was never available. She also never responded to my emails either. I was receiving calls from the Department of Working Pensions as we applied for the funeral support fund because they never responded to their calls either so I had to ask for a copy of the invoice so that I could forward this on if they contacted myself again in regards to the final balance. The final thing that happened was when we found out that we were not eligible for the funeral support fund and she called to pay the balance. We had already had an invoice for the final payment, however, she was given a different figure which was over £100 more than the invoice. Then no less than 3 hours later the price had changed again to £65 which was still more than that of the invoice. I called in to discuss this and was told that this was the figure and they don't know how it had changed. Eventually, at the end of the day, I received a call from finance to say that there was an error on their part and their amount was wrong. She could not explain to me why there were 2 different amounts but a refund will be issued. Everyone was always sorry, which is fine to say sorry but, in my eyes, actions speak louder than words. Surely in this business, there is no space for error. These times are emotional enough all around but having to make constant phone calls was very frustrating. Their communication is inadequate and unacceptable for their line of business speaking to a different person each time you call and having to go over all the details again and again and then the fact that you dared to change the price but were unable to explain why this happened, things like this do not happen on their own. My mother-in-law has a funeral package and to be honest, I am not looking forward to going through this whole process again when she passes, they definitely need to improve their lines of communication!!!!!”

Helpful Report

Posted 4 years ago

Dear Paula, I am very sorry to hear about your experience which I will be investigating as a matter of urgency as this account of the care you received falls far short of that we expect our team to deliver. You will receive a personal response from me in addition to this. Yours sincerely Catherine Powell

Posted 4 years ago

“Pure Cremation were both professional, informative and compassionate from the beginning of my late Mother’s journey with them to the end. She set up her own plan and got exactly what she wanted. Having to deal with her somewhat earlier than expected, sudden death at home, the whole procedure was made easier for me with the help of all staff involved. I cannot thank them enough.”

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Posted 4 years ago

“Caring, kind and efficient”

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Posted 4 years ago

“Fantastic service”

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Posted 4 years ago

“Top marks for this company and its staff. Couldn't recommend it more. At a time of sadness they took all the stress and worry from me and carried out my partners wishes. So thank you all so much. Even the young lady that delivered the ashes was very kind and caring”

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Posted 4 years ago

“As a family we found Pure Cremation to be caring, sympathetic and very helpful. My late daughter had not arranged anything apart from expressing her wishes to use PC so that her young son did not have to attend a funeral service. On the day of her passing we just called them and everything was arranged over the phone and their services started immediately. I would highly recommend them for anybody considering this type of funeral plan.”

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Posted 4 years ago

“Everything went to plan. The family were all very pleased, it meant that we did not have to go through the really heartbreaking part, especially as we are not religious. We had the wake, which also went very well. Very cosy and full of love with family and good friends. Well done! Thank you.”

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Posted 4 years ago

“Couldn't be more thankful to Pure Cremation for the way they helped us when we lost my dad. He'd told us he wanted a pure cremation and we wanted to honour his wishes. It was such an easy process from start to finish. We were kept informed every step of the way and the the staff were amazing. Such a professional company but definitely with the families they are helping at its core.”

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Posted 4 years ago

“A very professional service”

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Posted 4 years ago

“After the passing of my late father pure cremation,s collected him from our home , took his body to there chapel of rest which is in Andover, a-bit too far away , we felt as we presumed he would be nearer home , we thought the service was ok but as it was the first creamation we had every known some family members struggled with the no funeral but over all everything carried out as my mother expect so thank you 🙏”

Helpful Report

Posted 4 years ago

Thank you for your comments, Teresa. We strive to ensure that every family full understands who and where we care for their loved ones so that they can make informed decisions. I will review our materials and communication to see whether we can make things any clearer. It has been an honour to look after your father and I hope that having his ashes safely returned has brought you and your mother comfort.

Posted 4 years ago

“This is a great alternative option to the traditional funeral, however Pure Cremations still need to improve somewhat in the service they deliver. Although advertised as 24/7 we just got an answer machine until normal working hours. It took 21 days for collection from the hospital and we weren't told that the collection had happened I had to call to ask as we also had no confirmation of the cremation date which was another 5 days later. We then received a call to advise the Ash Operatives would return the ashes within 21 days maximum, again no contact after 20 days so I called for an update, no one available and I had to push for a same day call back. We were then offered the ashes back on Christmas eve, and only on complaining this was very insensitive and outside of their agreed dates did we finally get them returned on the 21st day. So in summary, this company needs to improve communication, meet their in deadlines and promises and remember this is someone's loved one not just a parcel delivery. They also need to not use my number for their sales team to call and try to sell me this product.”

Helpful Report

Posted 4 years ago

Dear Sandra, Thank you for your comments. I agree that the communication fell below the standards that we usually deliver and I offer my sincere apologies for this. Being entrusted with the care of someone's loved one is a privilege and I will speak with the staff involved about the importance of showing this in everything that we do. Yours sincerely Catherine Powell

Posted 4 years ago

“Very good service from first phone call to the hand delivery of my husband's ashes, in a lovely 100% biodegradable urn, to our home address.”

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Posted 4 years ago

“Absolutely brilliant from start to finish. It suited what my wife wanted "a fuss-free cremation". It was simple and Pure Cremation made it stress-free and took all the hassle of arranging it with other third parties. I've been that pleased with it my sister-in-law and my sister and husband are going to go down the same route. Even the return of the ashes was given thoughtfully. I can't praise the staff enough to all the staff involved The price of the service was another bonus and well worth the money spent compared to the alternative methods. I would recommend Pure Cremation to everyone.”

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Posted 4 years ago

Thank you for this lovely review which means so much to the whole team. We would be honoured to welcome you and other family members as plan holders and regard this as one of the highest compliments anyone can give our service.

Posted 4 years ago

“This was our first experience with pure cremation. My Father's wishes were for a very simple affair. From his passing,to having his ashes back home with us,everything went very smoothly. The staff were so kind and considerate during this sad time. Thank you all.”

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Posted 4 years ago

Thank you for these kind words, Paul. They mean so much to the whole team.

Posted 4 years ago

“I found lack of communication, and also my husband's ashes were not returned within twenty one days as stated so disappointed with that . Gentleman to returned the ashes was very kind .”

Helpful Report

Posted 4 years ago

Dear Mrs Jones, I am sorry to hear that you did not receive the level of communication that you needed during the administration of your husband's arrangements, and I will look into this. We have recruited additional staff so that we can consistently achieve our promised 21-day timescale for the return of loved ones' ashes and I am pleased that this sensitive element of our service was performed with the kindness we all expect. I hope that having your husband home has brought you comfort. Yours sincerely Catherine Powell

Posted 4 years ago

“I Signed myself & my mother up in the summer. Mum died at home at about 17.30 on the 2/11/21 I phoned Pure Cremation at about 19.00. I was answered by a recorded message saying phone back during office hours. I tried again and got the same response. I phoned the next morning during office hours and was transferred to a full mobile answerphone. I phoned again this time I dialed 1 to their sales line and managed to talk to a human and Mum was picked up that morning. If Mum had died over Easter or the Christmas period would she have to have lain there for 5 days. I made a formal complaint to Pure Cremations and asked for a written reply to my complaint. As yet no reply has been recieved. I am now going to try to cancel my funeral. John Keys”

Helpful Report

Posted 4 years ago

Dear John, I want to apologise sincerely for the difficulties that you had in trying to reach us the moment you needed our service. This was caused by our telephone system provider and we have acted as swiftly as possible to change that provider and now all calls are answered in less than a minute, even out of hours. I am very disappointed to hear that you have not had a response to your complaint and I will be looking into this too. You will receive a formal response within 48 hours. Yours sincerely Catherine Powell

Posted 4 years ago

“Excellent service from start to finish. Wonderful, understanding clearly spoken staff. Kept me informed throughout the whole process. Pricing spot on too. Asked for Mom's rings to come back to me and they were hand delivered. Would recommend to everyone.”

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Posted 4 years ago

“Having seen a while back on TV I thought that is what I would like at spoke to my husband and he agreed. Little did I know, a couple of months later I would use them for my husband. One phone call and the smooth cogs started. The company and staff from first call to ashes being delivered were brilliant. I have told people this is also for me. My husband said traditional funerals are too expensive. This is not for what you get. Do it. You won't regret it”

Helpful Report

Posted 4 years ago

Pure Cremation is rated 4.8 based on 6,168 reviews