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

“I did not like the cereal box in a bag for life ! My mum came home in !!!! The delivery lady had no clue what she was doing said she had a mans ashes when it was my mum who passed away Charged me extra to collect my mum too from hospice Not happy with this service appalling”

Helpful Report

Posted 1 week ago

Thank you for leaving a review and for bringing your experience to our attention. We're sorry to learn that the urn provided did not meet your expectations. We are also concerned to read your feedback regarding the return of your mother's ashes and would like to assure you that we have raised this internally so we can review it further. We also understand that there was no pre-paid plan in place and therefore our immediate pricing would have applied. However, we will look into this in more detail to understand your experience, and we will get in touch to discuss this with you shortly. If you would like to get in touch with us in the meantime, please don't hesitate to reach us on 0800 033 7737. Kindest regards, Pure Team

Posted 1 week ago

“Most disappointed...can't get a plan cause we live on the isle of wight...and yet you do on the isle of skye.”

Helpful Report

Posted 1 week ago

Thank you for sharing your feedback. We’re sorry to read that you were disappointed that Pure Cremation isn’t currently available in your area. We regularly review the areas we’re able to support and appreciate you taking the time to share your thoughts with us. We’ll make sure your feedback is passed on for consideration. Kindest regards, Pure Team

Posted 1 week ago

“If I could leave a negative feedback I would!! Absolutely awful/disrespectful all the way throught my GRANDADS CARE PLAN.. pre paid plan,I signed a CONTRACT with them to return precious metal due to as they say "human error" its been lost and now ive lost my last sentimental peace from my grandad.. ive cancelled my nans care plan with them due to how they tret my grandad! they offered me £500 Compensation!! what a joke.. contacted local derbyshire live and this case has been handed over to the Ombudsman to assist me further... this item meant more to me because of a inhouse joke between us pair- human errors CANNOT HAPPEN in any industry especially this one.. they've accepted all "liability" of loosing this item, AVOID AVOID DO NOT LET THEM BREAK YOUR HEART LIKE THEY DID MINE! I will escalate this and get it out there to warn other family's of the potential RISK of not receiving what we have signed for.. SHOCKING BEHAVIOUR I SHELL NEVER REST NOR SHELL MY GRANDAD LOVE YOU GRANDAD SORRY THEYVE DONE THIS!!”

Helpful Report

Posted 3 weeks ago

Thank you for sharing your feedback. We can see that we have thoroughly looked into the details of your Grandad's arrangements and discussed this with you directly to offer a response. If there’s anything more we can do at this time, please don’t hesitate to let us know. We can be contacted on 0800 033 7737 or via email at customercare@purecremation.co.uk. Kindest regards, Pure Team

Posted 3 weeks ago

“My wife arranged this before she died. It has been the worst experience imaginable. No ceremony, no service for family and friends. We were plainly not welcome on the day of the cremation. No closure for those who are left behind. Just a delivery, a week later from somone with a jar of ashes. We have had to arrange to bury my wife's ashes at a local church with a simple service so that family and friends can show their respects and get some sort of closure, so we can move on.”

Helpful Report

Posted 1 month ago

Thank you for taking the time to leave a review. We’re sorry to read how you are feeling. At Pure Cremation, we are always open and upfront about what our service includes. Transparency is extremely important to us, as it allows people to make informed choices that reflect their personal wishes and circumstances. Our service is a direct cremation, which means there is no attended ceremony at the crematorium, and this is clearly explained at the point of arrangement. We also encourage plan holders to discuss their wishes with their family in advance, so everyone is aware of what to expect when the time comes. We understand that families may still choose to hold their own personal service or gathering afterwards, in a way and place that feels right for them. We have raised your feedback with the relevant team, who will get in touch to discuss your concerns with you personally. If there's anything we can support you with in the meantime, please don't hesitate to get in touch with us on 0800 033 7737. Kindest regards, Pure Team

Posted 1 month ago

“Not met my expectations. Initial phone call was told Rebecca would be my point of contact, this was not possible for various reasons, l don’t think you should be saying this as it’s not possible. Wasn’t kept informed where my wife was or when she was moved. I was not asked what l wanted to do with my wife’s blouse she was wearing or indeed her dentures, presumably they were cremated with her. Also l was distressed with the whole creamation date/timing. The ashes were returned in the back of someone’s car just lined up with others although l don’t know how it could have been more dignified. Personally l would not recommend this type of funeral.”

Helpful Report

Posted 1 month ago

Thank you for taking the time to leave a review. We take your feedback seriously, and we can see that we are already in contact with you in relation to your concerns. Kindest regards, Pure Team

Posted 1 month ago

“i took a plan out from pure cremation then i also took one out for my wife the one from my wife should have come with a £100 gift voucher, i filled the required information to receive the gift voucher but still have not received it ....... is this a con.”

Helpful Report

Posted 2 months ago

Thank you for raising your concerns with us. We have raised your feedback with the appropriate team so this can be looked into promptly. If there is anything we can support you with in the meantime, please don't hesitate to get in touch with us on 0800 033 7737 or via email at customercare@purecremation.co.uk. We're always on hand to help. Kind regards, Pure Team

Posted 1 month ago

“I’ve called pure cremation tried to sell me the most expensive did not want to listen to my requests will have to try somewhere else”

Helpful Report

Posted 2 months ago

Thank you for your review. We appreciate your feedback; however, we are currently unable to locate an inquiry record based on the details you provided. Please reach out to us at 0800 033 7737 or via email at customercare@purecremation.co.uk with more information, so we can address your feedback with the right team. Kind regards, Pure Team

Posted 2 months ago

“Didn’t inform me when Dad was leaving the hospital resulting in him not having any clothes to wear, told me on the phone it was lot part of the service to dress him and would place his clothes on top of him not dress him if I was allowed to send them to the crematorium. Phoned Mum directly when the ashes were being returned despite me asking to liaise with me. Marketing leaflet included with the cremation certificate.”

Helpful Report

Posted 3 months ago

Thank you, we appreciate you sharing your experience and raising this feedback with us. Our team is reviewing the points you’ve raised and will be in touch with you directly as soon as possible. In the meantime, if there’s anything further you’d like to discuss, you’re very welcome to contact us at customercare@purecremation.co.uk or on 0800 033 7737. Kindest regards, Pure Team

Posted 3 months ago

“No communication unless prompted. Very defensive regarding their own stated service commitments. Empirically inadequate service. A complaint has been already submitted and yet you have asked for a review of the service you provided! Your case reference: CASE- 002942. Please ensure these comments are posted for the information of others.”

Helpful Report

Posted 4 months ago

Thank you for taking the time to leave a review. We’ve carefully reviewed the details of your loved one’s arrangements and have been in touch with you directly. We are satisfied that the service provided met the high standards we aim for, but if you’d like to discuss this further, you can reach us on 0800 033 7737 or via email at customercare@purecremation.co.uk. Kind regards, Pure Team

Posted 3 months ago

“Honest I would avoid this business. I had to make a complaint after a bad experience. They literally did anything but answer my issue, gave me false information, and have attempted to bully me from any social media comment I make to highlight this. Honestly its been a mare and the business is crooked. Please avoid their pressure selling techniques.”

Helpful Report

Posted 4 months ago

Thank you for leaving your review. We take all feedback very seriously, but unfortunately, there isn’t enough information in your review for us to identify you. We would really appreciate it if you could contact us directly with more details so we can look into your concerns promptly. We have also checked the reference number you provided and it does not correspond with any of our records. Please be assured that we aim to handle every enquiry with care, transparency, and respect, and we would welcome the opportunity to address your feedback properly. You can contact us at customercare@purecremation.co.uk with your details, and we will look into this as a priority. Kind regards, Pure Team

Posted 4 months ago

“Absolutely appalling service,not one person contacted me with any updates.we had to ring you.you asked me if the ashes team had been in contact,which I replied No, you where going to send the ashes back a month later,I told you this service wasn't good enough.then you rang me back and told me they will be returned the next day,she died on the 17th of February and the committal wasn't until the 16th of March.How can any family grieve and give there last respects to a love one when there is no correspondence from you at all.i will be seeking compensation and a solicitor will be informed. MR MARK WHARTON”

Helpful Report

Posted 4 months ago

Thank you for making us aware of your experience. This is concerning to learn, and we have raised this with the management team who will contact you shortly better understand the circumstances. Should you need anything in the meantime, then pleased contact us on 0800 033 7737 or info@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 4 months ago

“Would not recommend this company wanted more money before they picked my step dad up,and wouldn’t do it until it was paid.no contact,still waiting to hear what’s going on,don’t know if they have picked him up or not.”

Helpful Report

Posted 4 months ago

Thank you for sharing your feedback with us. We can see that there was a delay in bringing your loved one into our care due to their passing being referred to the coroner; however, we are concerned to learn that you have not received an update in relation to the arrangements. 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 Team

Posted 4 months ago

“On the day my mum passed away, I called Pure Cremation, as she had paid for a ‘funeral plan’ with them. I had assumed this was an insurance-style plan to cover funeral costs. I was shocked to learn, mid call, that not only would there be no funeral for my mum, but that once she was collected she would be transported to the other side of the country, held until she could be taken to one of only two crematoria, and that we would be informed of the date of her cremation but not allowed to attend. This left us devastated as family. I understand that some people genuinely want as little fuss as possible, and if they choose this service with full knowledge of the process, that is absolutely their right. But my mum was not that person. She talked openly about the music she wanted at her funeral and always held traditional views when it came to honouring loved ones. I do not believe she fully understood what she was signing up for, nor that what happened on the day she died reflected her wishes in any way. The handling of her body was also deeply distressing. The two men who arrived to collect her bumped her down the stairs in their rush to get out of my mum’s home and into their ‘ambulance.’ I lodged a formal complaint with Pure Cremation last week, but I am yet to receive a response. I explained what had happened and raised my concerns that they had sold this plan to my mum at a vulnerable time in her life. Much more needs to be done to ensure customers - and their families - are fully informed about what this ‘service’ entails. It is not a funeral service. It is, in reality, a body disposal service with a glossy website. They use all the right language (the word ‘dignity’ features heavily in their spiel), but the reality is that my mum has been stored in a cold unit on an industrial estate for a week. She will be coming home this week and will have the service she deserves - and, most importantly, the one she would have wanted. This company is known for its hard sell and certainly in my mum’s case it would appear that they have leaned on fears of being a burden or causing ‘hassle’ for family. A funeral is not a hassle or a ‘faff,’ as one of their call centre staff described it. It is a vital part of the grieving process. If the aim is to help your loved ones with costs, there are plenty of insurance options and local funeral directors who can do that - often at a lower cost. For reference, the £1,700 my mum paid will remain with Pure Cremation, as they do not offer refunds, even though the only service they provided was transporting her on a day when we were too shocked and grief stricken to intervene. Thank you to Co-op funeral directors for their compassion and professionalism. Today we got to have the conversations that should have been had last week, the difference between the two services was stark. We will update friends and family with details of my mum’s service shortly. We will also be taking this matter up with the National Association of Funeral Directors and I have written to my MP.”

Helpful Report

Posted 4 months ago

Thank you for taking the time to share your thoughts. We are sorry to learn that you were unhappy with the type of funeral your mother chose. At Pure Cremation, our dedicated, compassionate and award-winning team are proud of the service we provide. We are also incredibly proud to have more 5-star reviews from customers and families who choose us than any other funeral plan provider. When your mother passed away, you called us to bring her into our care. When you asked if there was a crematorium ceremony included in the plan and we said there was not, you said you wanted more time to decide. You then later decided to go ahead, and asked us to bring you mother into our care. Later still, you decided you did not want Pure Cremation to conduct the cremation after all, since no ceremony was included. However, it’s not true to say we don’t offer refunds, we do, if someone does not wish to use us. But we cannot offer a refund when our service has already begun. We can also arrange a ceremony at our crematoria for families who want one. That is something separate to our funeral plan, as most customers choose a plan with us because they don’t want a crematorium ceremony, instead they want family to have their own service or send-off instead, at a time and place that suits them. Many people visit our crematoria and see our exceptional facilities and meet members of our caring team who treat families like family. We have state-of-the-art, climate-controlled mortuaries (unlike many of the local funeral directors you mention) and our own crematoria (unlike Co-op Funeralcare, who you mention) set in beautiful parkland. We can play music of a family’s choice during the cremation, our team bow to the deceased before every cremation and our Pure Care Companions keep family informed throughout. Afterwards, we deliver the person’s ashes back to a family at home, personally and by hand, in an urn. We also offer unique touches that no-one else offers, and our thousands of 5-star reviews are testament to those high standards. We have been in contact with you directly to try to help. With our very best wishes, the team at Pure.

Posted 4 months ago

“My father was promised some sort of ‘utopia’ in which he died one day and was cremated the next with ashes being returned the next day. This was a very long a difficult process for us as a family. I am aware that we had to wait for the death certificate. However, my Father died 29th January and was eventually cremated 18th February. When I received the phone call informing me of this date, I asked for the time of cremation, even just morning or afternoon. I was told (and I quote) ‘I’m sorry I am unable to tell you the time, it all depends what time they can slot him in’ !!! What an appalling phrase - slot him in!!! I can’t get it out of my head! It’s a phrase that will stay with me forever. I was assigned a female as a point of contact, yet every phone call was from a different person. On the first phone call, I informed the first person that he was never referred to as Raymond, but went as Ray. Yet every subsequent person called him Raymond! His ashes were finally returned to me on 3rd March, two weeks after he was cremated. The gentleman who returned his ashes was very kind and appropriate. Your advertisements on TV actually state that there’s no hassle for the family, but for my family it has been a painful limbo of lack of care and for me, a feeling of taking an old man’s money and not caring what happens afterwards. I am a retired Church Minister and have never seen such shoddy work in all my years of burying the dead. At least the family are given a time for cremation and then the ashes are returned within two days. To be honest I am open with my opinion on Pure Cremation - even our pets have better treatment options when they die! I could never recommend such an inhumane uncaring system.”

Helpful Report

Posted 5 months ago

Thank you for taking the time to share your experience, and please accept our sincere condolences for the loss of your father. While the timescales you mention can be within the normal process, particularly where we must wait for the necessary legal documentation before a cremation can take place, we are concerned to hear about the way in which some aspects of the communication and language used during your interactions with our team have made you feel. We are grateful that you have brought this to our attention. Due to the nature and seriousness of the concerns you have raised, we will be looking into this and a member of our management team will be contacting you directly. Should you need anything in the meantime then please do not hesitate to contact us on 0800 033 7737. Thank you again for taking the time to share your feedback. Pure Cremation Team

Posted 4 months ago

“Utterly disgraceful unsolicited correspondence trying to sell me a funeral plan - I am appalled and will be denigrating your company at every available opportunity - certainly not what I want to come home from work to”

Helpful Report

Posted 5 months ago

We appreciate your feedback and regret that our mailing upset you. Please know that your comments have been forwarded to the relevant team. To ensure that you do not receive any further communications from us, please contact us with your full name and address so we can add your details to our Do Not Contact list as soon as possible. You can do this by calling us on 0800 033 7737 or by emailing customercare@purecremation.co.uk and including “review” in the subject line. Kind regards, Pure Team

Posted 5 months ago

“Very upset today- my mum passed away this morning in hospital. I rang Pure Cremation to inform them that although I don’t have the paperwork at the moment their letter states “in the event that …… passes away, please call us quoting the plan number , as soon as possible “. My call was answered by a very abrupt call handler who just said that unless I had 25/30 minutes to answer questions/do paperwork, then call back. I was not asked for the plan number etc and I thought I was doing the correct thing in making early contact. What hurt most of all was the way I was spoken to. No sincerity whatsoever. Dreading having to make a subsequent call to this firm.”

Helpful Report

Posted 5 months ago

Thank you for sharing this with us. We are very sorry for the recent loss of your mother. We understand how difficult it must have been to make that call so soon afterwards, and we are concerned to read about how you feel the conversation was handled. This is not the level of care and consideration we aim to provide, especially at such an important first point of contact. A senior manager is currently reviewing your feedback and will be in touch shortly. If you would prefer to speak with us in the meantime, please contact our Customer Care team at customercare@purecremation.co.uk or on 0800 033 7737. Kind regards, Pure Team

Posted 5 months ago

“It was horrendous my husband wanted a pure cremation so we went for the one were you can witness it i was not impressed by the person who dealt with us on the friday we were told his commital was at charnock richards which was quite away away we arrived at 9 and then was told they forgot to pick him up my family was absoluetly distraught so we were apology and refunded our money which never ever dissolved this matter we were told it was the person who dealt with us fault so on the tuesday we had to go back again to wales for this commital which was lovely they returned the ashes the day after but to them thats the answer and alls well no it isnt we still are totally distraught as a family its left us heart broken and every time we see there advert on television the pain comes back this should never have happened and i would never ever use this serbice again we live with these memories every day but i am seeking legal advise”

Helpful Report

Posted 5 months ago

“The minute I showed an interest in finding out the cost of a ‘Pure Cremation’ on line, I have been harassed by constant phone calls and emails. Yesterday, after calling my mobile again I told the salesman to stop constantly chasing me and he promised it would stop. Today, I have been emailed by Pure Cremation chasing me for custom again. I would never use a company that harasses people in this way”

Helpful Report

Posted 5 months ago

Thank you for taking the time to share your feedback. We're very sorry to learn about your experience and would like the opportunity to look into this in more detail. As your review was submitted anonymously, we’d be grateful if you could get in touch with us directly at customercare@purecremation.co.uk, including your full name and your contact details. Please mention "review" in the subject line so we can ensure your enquiry is prioritised and addressed promptly by our team. Kind regards, Pure Team

Posted 5 months ago

“Someone was giving my brother details they were not supposed to because I was the one that was down to deal with it I was not informed when my dad was at the crematorium I had to phone at 3.30 on the day of crematorium because nobody told me anything I then find out that the crematorium happened at 9.50 after being anxious all day waiting for the phone call then when the ashes were delivered they didn't even come in the house they stood at the door giving me the ashes and didn't seem to care it was like getting my shopping delivered if my dad knew it was going to be like this he would never have done a pure cremation I would never recommend pure cremation to anyone”

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. Kind regards, Pure Team

Posted 6 months ago

“It was my mother in laws choice, as far as I’m concerned driven by day time TV advertising and her wish to take the cost and worry away from us. Having watched one of the ads, it’s not a reality in experience.”

Helpful Report

Posted 6 months ago

Thank you for taking the time to share your thoughts. We would welcome the opportunity to better understand your experience. If you're willing, please contact us at customercare@purecremation.co.uk with any additional information, and a member of the team will review your feedback and be in touch. If you would like to speak to our team in the meantime, please don't hesitate to reach out to us on 0800 033 7737. Kindest regards, Pure Team

Posted 6 months ago

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