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

“A letter of complaint has been sent.”

Helpful Report

Posted 1 week ago

Thank you for taking the time to leave a review. A senior manager is currently reviewing the concerns you’ve raised, and we will reach out to you directly as soon as possible. In the meantime, if there’s anything else we can do to assist you, please don’t hesitate to contact us at customercare@purecremation.co.uk or call us on 0800 033 7737. Kindest regards, Pure Cremation Team

Posted 1 week ago

“I was told that Tracey was dealing with my Mum's cremation. I was called and given the information of when the committal would take place. Feeling obviously overcome with grief, I asked if we could attend the committal after all? I was met with what could only be described as rudeness, and told that if we went ahead with that decision, the committal could not commence on the original date. We decided to leave it as it was, but Tracey asked if we would like to be informed to which I said yes please. The committal I assumed went ahead, but we didn't receive any call at all. We were also asked to chose a picture for the urn. I chose a beautiful autumn tree scene. When the ashes were delivered, the picture on the urn was bluebells. To say I was disappointed is an understatement!”

Helpful Report

Posted 2 weeks ago

Thank you for sharing your experience. We're really sorry to learn that things haven’t gone as expected and we'd like the opportunity to understand more about what happened. As your review was posted anonymously, please could you email us at customercare@purecremation.co.uk with your mum’s full name and the best way to contact you? If you add “review” to the subject line, a senior member of the team will make sure it’s picked up quickly. If there is anything more we can do in the meantime, please contact us on 0800 033 7737. Kindest regards, Pure Cremation Team

Posted 2 weeks ago

“Don’t ask for a quote they will pester you by text and phone for months!”

Helpful Report

Posted 2 weeks ago

“My extended family as no info on what is happening with the funeral cremation and what or when the ashes will arrive to my extended family we have no input what so ever”

Helpful Report

Posted 1 month ago

Thank you for sharing your feedback with us. For the protection of both the deceased and their loved ones, we can only communicate directly with the nominated representative chosen at the time of arrangement. We would kindly suggest reaching out to them directly. Alternatively, they are welcome to contact us and provide permission for us to speak with you about the arrangements. Please email us at customercare@purecremation.co.uk with your full name, the name of the person in our care, and include the word "Review" in the subject line so that we can look into your feedback in more detail. If there is anything more we can do in the meantime, please call us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 month ago

“I phoned in November 2024 to enquire. I decided not to use their services. Im still getting phone calls even now which i find upsetting as my Mother passed late November. I've since blocked the number but only today I recieved another automated message. I don't feel this service should hound people due to the sensitive nature”

Helpful Report

Posted 1 month ago

Thank you for bringing this to our attention, and please accept our sincere apologies for the upset caused. We’re truly sorry to learn that you’ve continued to receive contact after deciding not to go ahead with our service, especially following the loss of your mother. This is certainly not the experience we want anyone to have, and we completely understand how upsetting it must be. We take concerns like this very seriously and we would appreciate the opportunity to look into this in more detail and ensure your contact preferences are fully respected. Please contact us at customercare@purecremation.co.uk with "review" in the email subject and include the phone number where you were contacted, so we can resolve this as quickly as possible. If there is anything more we can do in the meantime, please do not hesitate to contact us on 0800 033 7737. Kindest regards, Pure Cremation Team

Posted 1 month ago

“My wife arranged a Pure Cremation in the hope that it would save her family anguish, but sadly it added to it. She passed away in the Saturday at 1710 and I did not get to say good bye to her, she was picked up from Torquay and taken to Andover nobody informed me that this had happened, I had to ring around to try and find where she was. I asked Pure if I could come and say goodbye they said that they do not have that facility but I could pay for a comittal, which I did, no service just looking at her coffin. I want to say that all the staff except for one were extremely kind, the one kept referring to her as my mam even though I corrected him. This may be a cheaper option financially but emotionally it is very expensive, I’m still struggling, I’m aware that it’s only been one month. Would I recommend this NOT A CHANCE.”

Helpful Report

Posted 2 months ago

Thank you for bringing this to our attention. We're sorry to learn about your experience and take your concerns seriously. A senior member of our team has been assigned to review the arrangements and will be in touch with you directly soon. In the meantime, if there’s anything else we can assist with, please don’t hesitate to reach out via email at customercare@purecremation.co.uk or by calling 0800 033 7737. Kind regards, Pure Cremation Team

Posted 2 months ago

“The service I received was diabolical. I asked to be kept informed by telephone throughout but the only contact I had was a voicemail letting me know that a date had been set for my mum's committal and that an email would be sent to me regarding the same and would I please confirm that the date was okay, which I did. I did not hear from Pure letting me know that my mum was in their care (although they say they sent a message... my entire mailbox disagrees (and it should have been a phone call anyway). I also did not get confirmation that the committal was going ahead until my husband phoned and asked the day before and I also was not told that it had happened. The next communication I got was from someone arranging to deliver mum's ashes back to me. This was set up and their driver phoned me on the day and informed me that she would be delivering mum's ashes back to me between 1pm and 3pm which was fine but, when she arrived, she could not wait to get out of the door. I had been led to believe that they would stay and have a chat/cup of tea. I am not impressed and very much regret using Pure. Me and my husband were going to use them but have 100% changed our minds.”

Helpful Report

Posted 2 months ago

We’re truly sorry to learn of your experience, and we would like to look into your feedback further. Could you please contact us at customercare@purecremation.co.uk with your mother's full name and your preferred contact details? We can then review the arrangements in detail and get in touch to discuss this with you. Please kindly include "review" in the subject line so we can assist you more efficiently. If there is anything we can do in the meantime, please contact us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 2 months ago

“In a word awful. I'm afraid that I have nothing to commend this company. Every interaction was conducted as a business transaction. There was no thought, no empathy, no condolences, appalling. My first contact was a voice mail saying call us back, it didn't say please accept our condolences, please call back when you can accpeting that this is a difficult time. When I then spoke with the operative, after 15 mins of going through forms I reminded him that it would have been nice if had offered condolences at the start of the call. It's not even done as part of a script. All other contact was the same, shamefully poor and shows no respect at all for relatives greiving. If you are considering using this company, please don't.”

Helpful Report

Posted 3 months ago

Thank you for taking the time to bring this to our attention. We are concerned to learn of your experience and would like to look into your feedback further. Could you please provide us with more information, including your loved one's full name and your preferred contact details? We will then look into this immediately. You can send this to us at customercare@purecremation.co.uk by including "review" in the email subject. If there is anything we can do in the meantime, please let us know by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 3 months ago

“You get a quote from them and then they 'hound' you by text, email and phone calls!”

Helpful Report

Posted 4 months ago

Thank you for taking the time to leave a review. We apologise for any inconvenience caused by the follow-up contact from our team. We would like to look into your experience in more detail to ensure we address it appropriately. We will reach out to you in a private message via your review to ensure that your details are promptly removed from our contact list. Thank you once again for your feedback, it is valued and taken seriously. If there is anything we can do in the meantime, please let us know. You can contact us on 0800 033 7737 or via email at customercare@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 4 months ago

“Ashes delivered to incorrect address. My father had arranged, when taking the plan out, for his remains to be delivered to me, his daughter, rather than his home. On his death, we changed this so he was returned to his wife. On subsequent calls with Pure Cremation we were told they only return ashes Monday to Friday. I asked what the process was on receipt and was told they would give paperwork, including how to open the container. I decided this would be too upsetting for my mother so asked to change the address back to mine. This is where something went wrong. I was transferred to despatch, spoke to a lovely lady who changed the address and confirmed to expect the driver at 9.30 am as we were first on the route. I was told I would be emailed the day before to confirm delivery. I didn't get this, or any email to confirm the date of return of ashes. On the delivery day, I called after 10am to check where the driver was. Pure Cremation said they would check. The driver called about 10 minutes later to say he would be there in the hour. No mention of why delayed or to confirm address. I then had a message from my mother to say my dad was delivered to her. This was exactly not we wanted. I would not recommend Pure Cremation. Yes, I could have asked the driver to confirm delivery address, I could have asked the call centre person to confirm the address but I am dealing with death adminstration, a bereaved mother and working, it shouldn't fall to the family to ensure there aren't procedural failures. Pure Cremation should have a system in place to check and double check.”

Helpful Report

Posted 6 months ago

Thank you for sharing your feedback with us. We are concerned to hear of your experience. We would like to look into this further and would be grateful if you could contact us at customercare@purecremation.co.uk with your father's full name and your preferred contact details. A senior manager will look into the concerns you have raised and be in direct contact to provide a full response. If there is anything else that we can do in the meantime, please let us know. Kind regards, Pure Cremation Team

Posted 6 months ago

“Unsolicited mail from this company with whom I have never had any dealings. Are they buying lists of names, DOB etc and then targeting older people such as myself? The letter actually came with this quote on the front of the envelope: “Start 2025 with some good news”. Totally tactless and inappropriate. They should be ashamed of themselves.”

Helpful Report

Posted 6 months ago

Thank you for taking the time to share your valuable feedback with us. We want to assure you that your comments about the wording used in our mailing will be taken into consideration and they have been shared with the relevant team. We mail to individuals who have offered their marketing permissions via a survey or via another form of data collection method. We would like to confirm that we do not hold any of your data. We work with a data broker company called PDV Limited (PDV), under a licensing agreement. Please note that PDV does not share any data with us directly. PDV acts on our behalf as a data processor and acquires data for our marketing to send to individuals. They source individuals who may be interested in our product, using the legal basis of Legitimate Interest. The data is then sent directly to the printer on our behalf. There is no further processing of the data after the mailing unless the individual requests one of our free guides by contacting us. In the meantime, we have contacted you privately to confirm your address details so that we can promptly remove them from our mailing list. If there is anything more we can do, please let us know. You can contact us on 0800 033 7737 or via email at info@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 6 months ago

“If it wasn’t for the lovely lady who delivered my Grandad back to me you would have got a zero!!! My Grandad died at 1pm on the 22nd of November , the nursing home called to let you know at 1:30pm and by 1:33pm a young girl called my phone asking me all types of questions, I asked her “Please can you call back in a bit” he’s literally not even cold, she was rude and COMPLETELY out of order and wouldn’t listen to my requests causing me to feel pressured into completing the phone call there and then, I was in floods of tears and she just didn’t care. I will NEVER recommend”

Helpful Report

Posted 6 months 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. Kindest regards, Pure Cremation Team

Posted 6 months ago

“I am still waiting for my gift voucher if £200”

Helpful Report

Posted 8 months ago

Thank you for taking the time to leave a review. We will reach out to you directly to look into this for you. Please let us know if there is anything else we can help with in the meantime. You can contact us via email at customercare@purecremation.co.uk or on 0800 033 7737 Monday to Friday 08:30 - 20:00, Saturday 09:00 - 17:00. Kindest regards, Pure Cremation Team

Posted 8 months ago

“A few years sgo I took out a policy but after two years I cancelled because I realised it didn't provide the services I needed .Pure cremation is what it says a basic cremation unattended and furthermore u have no control over where the venue is Unfortunately I also lost over £400 over the two years as I could not not get the cash value of what I had paid in so customer be aware !”

Helpful Report

Posted 9 months ago

Thank you for sharing your feedback with us. We take pride in being transparent about our services, ensuring that each person can make a well-informed decision based on their needs. Our offering is a simple, unattended cremation, and we communicate this clearly at the time of purchase and in all our literature. The terms of our cancellation policy are outlined in the plan documents you received, and all plan holders have a “cooling off” period during which they can cancel and receive a full refund. We will reach out to you directly to gather further information and review the set-up of your plan. If there's anything more we can help with in the meantime, please don't hesitate to reach out to us at customercare@purecremation.co.uk or 0800 033 7737. Kind regards, Pure Cremation Team

Posted 9 months ago

“I got a quote for my father who has passed, I then within 5 minutes after not continuing with the order got an offer of a £50 giftcard if i sign up now. Im grieving and your trying to pray on people in grief. This is NOT a compassionate company but a bunch of business men trying to get you to take high interest prepaid funeral package to pay for a funeral. You Should be ashamed, i spoke with my local funeral director and they explained alot of about you and now i can see it. SHAMEFUL!”

Helpful Report

Posted 9 months ago

Please accept our sincere condolences for your recent loss, and thank you for taking the time to share your experience with us. We would like to clarify that our quote process is generally intended for individuals planning ahead and looking to pre-pay for a funeral in advance. The offer you received is part of that process, and we would never have sent it had we known you needed immediate care following a recent loss. We understand how sensitive this situation is and deeply regret that this communication reached you at such an inappropriate time. To prevent this from happening again, we will be looking at how we can make the distinction between our pre-paid services and immediate care services more clear on our website. So that we can ensure you do not receive any further correspondence, we will request confirmation of your contact details via Reviews.io. Kind regards, Pure Cremation Team

Posted 9 months ago

“Greatly disappointed in how my mothers ashes Where returned to me, not even her name on the box and given over in a 10p white carrier bag so disappointing”

Helpful Report

Posted 10 months ago

Thank you for your review. Upon reviewing the arrangements, we can confirm that the urn was labelled with your mother's full name. However, it appears that the individual chosen to receive the ashes removed the label and changed the bag in which they were returned. We can see that a senior manager has been in touch with you directly to discuss this with you. If there is anything else that we can help with, please do let us know. You can reach us on 0800 033 7737 or via email at info@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 10 months ago

“It was extremely thoughtful of Pure Cremation to offer a £100 gift card to say thank you for my custom on the early death of my daughter. Unfortunately it never materialized, I have queried the whereabouts of this gift card but have heard nothing. Weazel words Pure Cremation.”

Helpful Report

Posted 10 months ago

Thank you for taking the time to bring this to our attention. A senior manager has been appointed to look into this. We will be in direct contact shortly to provide a full response. If there is anything else that we can do in the meantime, please let us know via email at customercare@purecremation.co.uk or directly at 0800 033 7737. Kind regards, Pure Cremation Team

Posted 10 months ago

“My dear wife recently passed away and in compliance with her wishes for a discreet and private end to her time on this earth I contacted Pure Cremation. This is where discreet and private ended. Two gentlemen, who I cannot fault, arrived outside my house to collect my wife in a van. Emblazoned with the company name for all my neighbours and every person on the journey into my street to see I was appalled. Why are you using my wife's death to advertise your services. The van drivers were polite and showed me every kindness. Around a week later I was with my brother and I noticed I'd missed a call from Pure Cremation. I thought I'd missed the call confirming my wife's return me. I immediately called back A young man confirmed who I was and then launched into a sales pitch for cremation plans for me. I was taken aback, is this call not about the return of my wife, I asked was he aware my wife was with his company and not returned yet. I thought perhaps he'd seen me researching the Web site. He confirmed he did know and did I want any information. I was sickened and angry. Despite knowing my wife had still not been returned home he still made the call to sell me something. I wouldn't want anyone to go through the pain I went through with this company so I cannot recommend.”

Helpful Report

Posted 10 months 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 10 months ago

“My review is that your bombarding the television with your advertisements every time not sometimes I turn the television on the first advert that comes on is about pure cremation do want to depress people to death because that’s exactly what your doing if there were a level for advertising then you would be well over the limit and because of this I would never even consider you to handle my remains cremate yourselves and give the public a bit of peace we want to relaxe and watch tv not watch every second about being cremated. And believe me I am not the only one thinking this way get in touch with some Psychologists and see what they have to say about you sublingualy getting into peoples brains and making them depressed catch yourselves on you pityfull greedy ( I won’t stoop to your level by using foul language) GITS.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your feedback. We do find that TV advertising is an effective way to spread awareness about the service we offer allowing families to make an informed decision about their funeral arrangements that they may have otherwise been unaware of. We appreciate that this is a sensitive topic and like all advertisers, the number of times our TV advert is shown is regulated by Ofcom. Kind regards, Pure Cremation Team

Posted 1 year ago

“I work as a funeral leader in the North-East of England. A family recently contacted me to ask if I would lead a service for their relative who had died after buying a package with Pure Cremation. They set a date for a memorial service, based on the information they had from the company and people were invited. The following week, (with the planned service still weeks away) they called me in great distress, having been told that their relative was STILL waiting to be collected from the hospital and that there had been a delay due to 'paperwork'. Understandably upset, they had to re-arrange their service, along with multiple travel plans from family and friends from around the country and across Europe who wanted to be there in person. They described the service they received from Pure Cremation as absolutely shocking. They will certainly be telling family and friends not to use Pure Cremation and as someone working on a regular basis with family and friends organising end of life events, I'd advise anyone to think carefully before being swayed by TV advertising campaigns to think through their options carefully. Many smaller (or even national) firms will offer a far more personal and timely service that does not involve your dead person being transported from one end of the country to the other alongside several other dead people.”

Helpful Report

Posted 1 year ago

Thank you for the feedback you have provided on behalf of a family you are supporting in arranging a memorial service for their loved one. We are concerned to hear of this experience, and would like the opportunity to look into this further to investigate and communicate directly with the family. Please can you provide the name of the person who has passed away, or the name of the family member we are looking after to customercare@purecremation.co.uk to enable us to look into the matter. There are several external factors that can impact our ability to bring someone into our care, such as coroner involvement or delays in paperwork. In all scenarios, this would be discussed with the family at the time. We will never confirm a cremation date with a family until we have all paperwork in place and the person is resting safely in our care for this reason. We do not recognise the events you have described. As someone in the funeral profession yourself, you will be aware that there are differences in processes across providers, but we are all working towards the same goal - providing a respectful final journey, and peace of mind for the families we are trusted to look after.

Posted 1 year ago

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