Pure Cremation Ltd Reviews

4.89 Rating 608 Reviews
98 %
of reviewers recommend Pure Cremation Ltd
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0800 033 7737




Charlton Park Crematorium
Charlton Down

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At an already difficult time, we had to follow up on documentation that we were promised would be sent out but wasn't, although this was thereafter rectified. In addition, we would have greatly appreciated being told that the body would be transported from the hospital to Pure Cremation's facilities in Newbury before then being transported to our crematorium of choice for cremation. We found out after the fact by accident and were somewhat distressed by this as we wouldn't have wanted our mother's body to be treated like so much haulage. No-one from Pure Cremation subsequently bothered to get in touch with us after we'd picked up the ashes from the crematorium. Sensitive follow up or 'closure' would have demonstrated a little more care. However, we appreciate that the service is very reasonably priced and does go a long way to meeting a need.
2 Helpful Report
Posted 11 months ago
I have reviewed the details of the service that you received and would like to make the following observations: your mother was a plan holder and purchased her Pure Cremation plan while living in County Durham, nearly 300 miles away from our office, and presumably had no qualms herself about travelling this distance after her death. You notified us of your mother's death on Saturday 26th January and all documentation was sent to you on Tuesday 29th. Because of your stated wish for swift completion of arrangements, we transferred your mother into our care at the earliest possible opportunity on February 1st and the cremation was completed on February 7th, just 9 working days from your first call. Unattended cremations usually take place at our own crematorium, a short distance away from our office, within 2-4 days of collecting the body and families can then choose to collect ashes from us or have priority delivery for a small extra charge. However, you opted instead for cremation at a venue more than 80 miles from our office. Nevertheless, I can assure you that our well-trained and compassionate staff would not dream of using the term "haulage" to describe how your mother was looked after. I am satisfied that my team was sensitive and responsive in the execution of the service that your mother had chosen.

I note your comment about a courtesy call to families who opt to collect ashes from the crematorium themselves and will be happy to modify our customer care process accordingly.
Posted 11 months ago
Ashes were delivered in a BOX, dented and damp. The scruffy driver didnt help either.
Helpful Report
Posted 1 year ago
Thank you for your comments which we are looking into.

We always aim to be very clear about the smart purple biodegradable box that ashes are placed into and this features in our brochure so that there are no surprises for bereaved families. We will ensure that an image of the box is also placed in the Help and Advice section of our website today.

Our entire team is fully aware of the emotional significance of the ashes and trained to handle every set with care and respect. All are packed in a soft cotton bag and our procedures state that they should be secured within the van to prevent movement in transit. We will speak with the driver today to understand your observations about damage and dampness.

We provide uniform to all of our drivers to ensure they are smartly presented and usually receive positive comments about this. We can see that the driver left our office at 6.57am on the day of delivery and arrived at your address 5.5 hours later, which may have been a factor. Please be assured we will look into this too.
Posted 1 year ago
the lady was absolutely lovely and helpful but i didnt recieve the form i needed for the cremation so asked for another and that never came? so had to go through the traditional route which i didnt want.dissapointed
1 Helpful Report
Posted 3 years ago
Dear Julie, We are always disappointed to receive a negative review and have looked into the details of your interaction with us. I can assure you that all documents were sent by post on the 21st March to the address given because you were unable to print them out from email. On the 31st March we sent an email to confirm that hospital paperwork was complete and that we needed the green form issued to you by the Registrar in order to bring mum into our care. On the 11th April following numerous telephone conversations about your wishes, you finally revealed that you had not received the paperwork and your brother had made alternative arrangements.
We are very aware that some families struggle to move things forward and so are careful not to make them feel under any additional pressure. However in future we will ask customers to acknowledge receipt of posted documents.
Posted 3 years ago
Pure Cremation Ltd is rated 4.89 based on 608 reviews