Pure Cremation Reviews

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

4.8 Rating 6,135 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 11th January 2026

132

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

“Very professional service from start to finish.”

Helpful Report

Posted 3 years ago

Thank you for reviewing our services and for the 5 stars. Kind regards, Chloe

Posted 3 years ago

“From the moment I had to contact pure cremations they were beyond professional and compassionate, everything ran so smoothly and They was in constant contact with me throughout the process. I cannot recommend pure cremations highly enough”

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Posted 3 years ago

It is our privilege to have been asked to care for your loved one and it is heartwarming to hear that we met your needs when it really mattered. Kind regards, Chloe

Posted 3 years ago

“5 star service throughout. Kind and caring staff have communicated sensitively with our family during this very difficult time. Every element of their service has been well organised and much appreciated. We'll done and thank you.”

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Posted 3 years ago

These lovely words will be greatly appreciated by our caring team who work so hard to provide the kind of support that makes a real difference to the bereaved. Kind regards, Chloe

Posted 3 years ago

“Communication was very poor, couldn't specify my dad's progress through the system at all, wasn't kept informed of where my dad was and on the day he was due to be returned home I had to keep chasing information. The container he was returned home in was cheap and ugly which really upset my mum. Would not recommend a friend of mine used a different provider and got constant updates and was told the time of the cremation information you could/would not provide. Absolutely appalling.”

Helpful Report

Posted 3 years ago

Dear Wendy, We are sorry to hear of your experience which does not represent the usual high standards Pure Cremation delivers to the families in our care. Communication and information is an intrinsic part of our service. I’m sorry that the ashes container disappointed your Mum. The containers are individually wrapped by a member of our team with a number of colourful scenes from a woodland setting to a beautiful coastal view. As a temporary urn they are far superior in look and quality to anything else provided by other crematoriums. I’m sorry that it disappointed. Other more permanent urns or suitable alternative containers can be purchased on the internet should they be more suitable. At Pure Cremation we hand deliver all our ashes back to families. Sometimes it is very difficult to give precise timings due to the vagaries of traffic and some handovers do take longer than others. I’m sorry there were issues in the case of the precise timings on the day for returning your dad. A member of the management team will be in touch to discuss your concerns. Kind regards, Olivia

Posted 3 years ago

“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 3 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 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

“From the moment my wife and I took out a Pure Cremations plan everything was professional and caring. Sadly my wife suddenly passed away in July during cancer treatment. Pure Cremations handled everything again in a very caring way. The driver Callum who delivered my wife's ashes was so lovely, he needs a big thank you from Pure Cremations for a difficult job so well done.”

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Posted 3 years ago

It is so good to hear that each stage of our care has made a difference to you when it really mattered. It has been an honour to look after your wife and to support you during this difficult time. ❤ Kind regards, Olivia

Posted 3 years ago

“Prue Cremations took care of everything and kept us updated on when the commital was taking place. Delivery of our cousin's ashes was arranged for the day of our choice.”

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Posted 3 years ago

It is so good to hear that our care made a positive difference when it really mattered. Thank you for choosing us. Kind regards, Olivia

Posted 3 years ago

“From beginning to end an excellent, sensitive experience.”

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Posted 3 years ago

This lovely review summarises everything we aim for in our care of the bereaved and their loved ones. Thank you for sharing your experience which we know will help others. Kind regards, Olivia

Posted 3 years ago

“We lost a daughter too young and were looked after with kid gloves. Everystep was shared and supported by sensitive efficient staff. Personal attention to our particular need for Julia to talk to our daughter speaking of our love for her...so caring. If there is a better way than Pure Cremation..I doubt ir. Thankyou .”

Helpful Report

Posted 3 years ago

We are sorry for the loss of your daughter. It has been our honour to support you all. Thank you for sharing your experience – we know this will help others ❤️. Kind regards, Olivia

Posted 3 years ago

“When Mum died 2 months ago Pure Cremation have organised everything. I had phone calls updating me on what was happening and the date of Mum's cremation. I now have Mum back and I'm holding a Celebration of Stella on Friday at a nearby hotel. It will be a happy occasion with photos and good memories!”

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Posted 3 years ago

Thank you for taking the time to share your experience of our care. It is lovely to hear that you have been able to create a farewell that is truly personal. Kind regards, Olivia

Posted 3 years ago

“Did everything that was asked of and promised...”

Helpful Report

Posted 3 years ago

Thank you for taking the time to review our services. Is there anything you feel we could improve on to receive a higher rating? If you have any feedback for us please send this to customercare@purecremation.co.uk. Kind regards, Chloe

Posted 3 years ago

“My brother Eric was a single man living alone since his mother’s death in 2003. Our family living is apart by two hundred and forty five miles so an easy get together needed a simple answer. Pure cremation was contacted by me his brother and executor. Their kindness and understanding helped me fulfill his wishes “ not to make a fuss over his passing “. I have arranged a wake to celebrate his death which will be attended by thirty members of his club BRMC and the family on October 5th 2022. The care over Eric and their kindness to me by Pure Cremation will not be forgotten. I would recommend their service as special. Peter Ridler. Bishopsteignton September 19th 2022.”

Pure Cremation 5 star review on 19th September 2022

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Posted 3 years ago

Thank you for sharing this very moving account of your family's experience of making arrangements with complete confidence, and how you were looked after by our team. You have expressed everything that we would hope to achieve when supporting those planning their own funerals in advance, and their families when the time comes. Your words inspire us all to continue our efforts. 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

“We used Pure Cremation for my dad as this was his wishes , it was done with respect an I loved how they called at each stage before he was cremated, I felt a little left on the day of the cremation as you never know has it been done as there is no time so that felt a little lost, but the man who delivered his ashes back was so respectful asking my mum where would she like Alan placed an if she wanted him to bring him in he was very kind, and the ashes themselves are presented very nicely”

Helpful Report

Posted 3 years ago

This lovely review summarises everything we aim for in our care of the bereaved and their loved ones. Thank you for sharing your experience which we know will help others. It was our honour to care for your dad. Kind regards, Olivia

Posted 3 years ago

“Very professional and caring company. Staff are exceptional , easy to talk to and very understanding. Would recommend very highly.”

Helpful Report

Posted 3 years ago

It has been an honour to support you at such a difficult time and lovely to hear that our care made things a little easier for you. Kind regards, Olivia

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

“Professional, compassionate and courteous. Luke from Pure Cremation helped our family through a difficult time. Would recommend them.”

Helpful Report

Posted 3 years ago

This lovely review summarises everything we aim for in our care of the bereaved and their loved ones. Thank you for sharing your experience which we know will help others. Kind regards, Olivia

Posted 3 years ago

“All the staff were very friendly and helpful, as I had not done this before and we had some issues with getting the certificate, there was no pressure and they kept we updated all the way”

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Posted 3 years ago

It has been an honour to support you at such a difficult time and lovely to hear that our care made things a little easier for you. Kind regards, Olivia

Posted 3 years ago

“I was unsure when mum let us know that her wish was to be cared for by pure cremation, but the whole experience was most professional, caring and thoughtful, the kindness shown by the staff made the difficult time more easy to bear. Thank you”

Helpful Report

Posted 3 years ago

It is our privilege to have been asked to care for your mum and it is heartwarming to hear that we met your needs when it really mattered. Kind regards, Olivia

Posted 3 years ago

Pure Cremation is rated 4.8 based on 6,135 reviews