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

“They absolutely did not make things easier, they actually added to the pain. Communication was terrible. I had to do all the chasing. I'm still waiting for a callback... Myself and five other people I know were also going to take a plan out with Pure Cremation, but after this experience we are now looking elsewhere. I'm posting this anonymously knowing that the company will see my details and maybe get in touch. Very, very disappointed.”

Helpful Report

Posted 1 week ago

Thank you for your review. We are concerned to hear your feedback, and we would be grateful if you could provide us with more information so that we can review the arrangements in more detail. You can send this to us at customercare@purecremation.co.uk. Please include your loved one's name, along with your preferred contact details. Kindly include "review" in the subject line so we can assist you more efficiently. Best wishes, Pure Team

Posted 1 week ago

“Delivery of ashes - the gentleman who did this, whilst polite and suitably dressed, and on time - did not remove shoes when invited in. He also asked to use my toilet as he said he'd had a 3 hour drive - this meant going upstairs, still in shoes, and he also did not wash his hands. I felt like I coldn't say no, and to be honest, there are loads of places (Costa, cafes, supermarkets, fast food outlets) where he coud have done this. Felt a bit invaded and did not like the idea of an unknown male upstairs in my home. I felt I had to give everywhere a good clean afterwards.”

Helpful Report

Posted 2 weeks 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 your concerns 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 preferred contact details. Please mention "review" in the subject line so that we can prioritise your email. If you need any assistance from us in the meantime, please don't hesitate to contact us on 0800 033 7737. Kindest regards, Pure Team

Posted 2 weeks ago

“I had a problem between the coroner and pure cremation, paperwork not transferred. I realise mistakes happen. But I spent an entire afternoon ringing the coroner and pure cremation, which surely I should not have had to do! When I'm dealing with the death of my husband. Consequently it has taken a very long time to finally receive his ashes. 7 weeks infant.”

Helpful Report

Posted 1 month ago

Thank you for your review. Your feedback is important, and we appreciate you bringing these points to our attention. We have shared your comments with the relevant team, who will review the arrangements and get in touch to discuss this with you further. If you would like to get in touch in the meantime, please don't hesitate to contact us on 0800 033 7737. Kind regards, Pure Team

Posted 1 month ago

“the most traumatic time ever made even worse terrible communication i literally had to ring for every update at one point i had to ask were my husband was as i just did not know and nobody was ringing me back i had a policy also but cancelled soon after just felt really let down”

Helpful Report

Posted 2 months ago

Thank you for taking the time to leave your feedback. We are concerned to hear about your experience, and a senior manager will review the arrangements in detail. They will be in touch with you directly to discuss this further with you. If there is anything we can support with in the meantime, please reach out to us on 0800 033 7737. Kind regards, Pure Team

Posted 2 months ago

“To take the stress away from a funeral, I think not ,no one & I mean no one ,speaks to each other at PC .Emails, telephone calls just wasn't passed on to relevant areas, which made the whole process unpleasant.”

Helpful Report

Posted 5 months ago

Thank you for bringing this to our attention. We understand how important communication is, especially during such a sensitive time, and we are very sorry to hear about your experience. We will address your concerns immediately by reviewing all communication regarding your loved one's arrangements and will reach out to you shortly. In the meantime, if there is anything else we can assist you with, please feel free to contact us at customercare@purecremation.co.uk or 0800 033 7737. Kindest regards, Pure Cremation Team

Posted 5 months ago

“My mother died at home and when we rang pure cremations to come and pick mum up we waited 6 hours as they told us they do not live near to us . When they arrived I was horrified that they put her in the black bag in front of us that was very upsetting indeed . When she came back to us it was in a cupboard box and they did not stop to have a chat and a cup of tea like the advert says .all very upsetting to be honest”

Helpful Report

Posted 5 months ago

Thank you for taking the time to share your experience with us. Your feedback is very important, and we truly appreciate you bringing these points to our attention. A senior manager is currently reviewing the concerns you’ve raised and 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. Kind regards, Pure Cremation Team

Posted 5 months ago

“I felt that I was misinformed about the length of time it would take to have my daughter's ashes returned to me. When talking to PC I felt they were often evasive when asked about timescales. Other than that they performed ok”

Helpful Report

Posted 5 months ago

Thank you for sharing this feedback with us. We are very sorry to learn that you felt misinformed about the timescale to return your daughter's ashes. We will review the arrangements in detail and get in touch directly to discuss your experience with you. Kindest regards, Pure Cremation Team

Posted 5 months ago

“Got delivery address of ashes wrong and no tracking details or correspondence on the day of delivery. No apology offered. Wouldn't recommend.”

Helpful Report

Posted 6 months ago

Thank you for taking the time to bring this to our attention. This is not the level of service we aim to provide, and we understand how upsetting this must have been for you. We’ll be in touch with you shortly so we can look into what happened and discuss your experience in more detail. If there is anything more we can do in the meantime, please don't hesitate to contact us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 6 months ago

“Not experienced pure cremation before. To be put on hold by a ai voice and to be told im 3rd in the queue minutes after my mum had passed was very cold. It was like ringing sky tv. Wasnt told that my mum had been picked up had to find out off the nursing home. Wasnt told where my mum taken too gad to phone to ask. And it goes on. Very dissapointed.”

Helpful Report

Posted 6 months ago

Thank you for taking the time to bring this to our attention. We are concerned to learn of your experience and a senior manager has been appointed to look into the points you have raised. They 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 info@purecremation.co.uk or directly at 0800 033 7737. Kind regards, Pure Cremation Team

Posted 6 months ago

“Making the first phone call to say my mother had passed was hard enough, without constantly getting disconnected around 3 or 4 times and them having to call back, having to repeat with everything that was already organised and in writing multiple times. No compassion at all. I was advised of all the movements after registering death. Only good point. I think one of the worst experiences was when they brought my mams ashes back, carrying them on her arm in a bag, again no compassion and she even said, sorry for being late I popped in my family members that live local. Disgusting from start to finish. Would never recommend these to anyone.”

Helpful Report

Posted 8 months ago

Thank you for taking the time to share your experience with us. Your feedback is important, and we appreciate you bringing this to our attention. A senior manager will be looking into the points you have raised and will reach out to you directly at the earliest opportunity. If there's anything else we can do in the meantime, please feel free to contact us at info@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 8 months ago

“Not happy with the way we were treated and that David came home in a plastic tub”

Helpful Report

Posted 9 months ago

Thank you for taking the time to leave a review. We are concerned to learn of your experience. A senior manager will review the arrangements in detail and will be in contact directly to discuss this with you. We also greatly appreciate your feedback regarding our urn. We've thoughtfully selected an ashes container that’s both strong and environmentally friendly, and designed not only to hold our unique ceramic identity disc, but also to make scattering or transferring the ashes into another urn as easy as possible. However, we understand that families may have their own personal preferences. Your feedback is greatly appreciated and we will take this feedback on board. If there is anything we can do in the meantime, please call us directly on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 9 months ago

“Not impressed. We had to chase down the green form after your colleagues had failed to sort out. When I contacted your company about progress, a colleague confirmed that my fathers body had been picked up and the cremation date was 6th March. When I asked if it is normal to have to chase down cremation dates without this being provided as part of the service the colleague informed me that the only time we receive any contact is when a colleague delivers the ashes. .”

Helpful Report

Posted 9 months ago

Thank you for taking the time to share your experience with us. Your feedback is very important, and we truly appreciate you bringing these points to our attention. A senior manager is currently reviewing the concerns you’ve raised and 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. Kind regards, Pure Cremation Team

Posted 9 months ago

“My Father Passed away on the 26th of October, we began the cremation process around the 30th of October. The start of the process was straight forward and Pure cremation were polite and helpful providing the details on what would happen. The whole process as stated on their website should be completed in around 16 days. I did not get my fathers ashes back untill the 17th of December. Pure Cremation did not inform us the crematorium being used to cremate my father was under refurbishment, I only found this out when I made a call to find out what was going on. I was told I would get a call the day after the cremation which was the 2nd of december, I did not recieve this so when I called to see if the cremation had taken place and query why I did not recieve a call i was then told phone calls after cremation usually happen after around 5 days. The only thing that went as planned was the delivery of my fathers ashes. We were notified of the delivery date and this was correct and the delivery happened without incicent, the lady was incredibly polite and helpful. Pure cremation need to look at their process when crematoriums are under refurbishment or not operating fully because me and my family have had to in a way put our grief on hold while waiting an incredibly long time for the process to be completed. Waiting nearly 2 MONTHS is NOT ACCEPTABLE!”

Helpful Report

Posted 1 year 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 1 year ago

“You are taking my mum away from her home to cremate her and return not to her eldest but to her son who is refusing to share her with me I am grieving with the loss of mum I want her ashes returned to me in Swindon for a private farewell for me instead of having go to a house where someone is controlling all contact”

Helpful Report

Posted 1 year ago

An appropriate person has instructed Pure Cremation to carry out the cremation arrangements. In their capacity as the Applicant, they are responsible for the cremation arrangements and instructions for ashes either in accordance with the deceased person’s wishes as set out in a Will, or if no instructions exist within a Will, then as the Applicant considers appropriate. On this basis, we are required to take our instructions from the Applicant. While we appreciate this is a sensitive issue, we are unable to provide any information without consent from the Applicant. We would kindly suggest that you contact them directly, alternatively, they can contact us and give authority for you to discuss the details with us. This ensures we are complying with our duty to protect the data of those we are trusted to look after. We would be happy to speak with the Applicant to ascertain whether we can also liaise with you. Please email us directly at info@purecremation.co.uk with your details and your mum's full name and date of birth. Kindest regards, Pure Cremation Team

Posted 1 year ago

“I wouldn't recommend pure cremations to anyone the length of time it taken from my partners dad's death on 7/10/24 to be collected from James cook morgue was disgusting and upsetting for his family 17 days Later my partners father wad finally collected and then we had to wait until 9th november for his cremation absolutely disgusting service we eill never use pure cremations ever again !!”

Helpful Report

Posted 1 year ago

Thank you for taking the time to leave a review. A senior manager is currently reviewing the concerns you have raised and will contact you directly as soon as possible. In the meantime, if there is anything further we can support you with, please don’t hesitate to get in touch at customercare@purecremation.co.uk or by calling us on 0800 033 7737. Kind regards, Pure Cremation Team

Posted 1 year ago

“Our mum passed unexpectedly which was a shock to us all. The first phone call we had as with a lovely lady who helped us tremendously. However, from then it just went down hill. I made a phone call after the coroner had advised that my mum had been released. We you advised that you hadn’t got the paperwork, which when I complained you in fact had the paperwork. Then the day after the cremation day I was called not once but twice to say my mum had been cremated. There is need of a more personal touch this process for us even though we know it a direct cremation felt so robotic.”

Helpful Report

Posted 1 year 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 1 year ago

“Extremely disappointed with pure Cremation. Mum chose them as she wanted no fuss and no added stress for us. Sadly that wasn't the case. On one phone call they got her gender wrong. Another phone call her name wrong. They took over 4 weeks to collect her from hospital. When mum was returned to me it was a very quick uncaring process which left me feeling empty and disappointed.”

Helpful Report

Posted 1 year ago

Thank you for sharing your experience with us. We are concerned by your feedback and we would like to look into this further. We would be grateful if you could contact us at customercare@purecremation.co.uk with your mum's full name and date of birth. Kind regards, Pure Cremation Team

Posted 1 year ago

“My first impression was great, but then I experienced a number of issues which caused me stress at a time when I already had so much stress. I would not feel comfortable recommending pure cremation as I wouldn't want any one else to have my experience.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your experience. Your feedback is very important to us, and we want to assure you that a manager is thoroughly reviewing your arrangements to better understand your experience. They will be in direct contact with you as soon as possible. Kind regards, Pure Cremation Team

Posted 1 year ago

“From the time I contacted Pure Cremation regarding my mother's passing I was bombarded with emails at all times of day and night demanding I complete and return a form that I was unable to do at that time as the coroner was involved. After being asked if I minded her body being moved to a crematorium in Manchester to speed things up (which I didn't agree to) the actual cremation was about 2 months after her passing. When I received the ashes, the ceramic disc in the top of the box was cracked. I would recommend using a more local service.”

Helpful Report

Posted 1 year ago

Thank you for taking the time to share your experience. Your feedback is important to us, and we appreciate you bringing these points to our attention. A senior manager will personally look 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 1 year ago

“My ftaher purchased a Pure Cremation plan a couple of years before he died so we wouldn't have to worry about sorting it out. I wish he hadn't. It took over a month to get the remains back. When I asked why things took so long, first I was told there were legal requirements before the committal. OK, I'll go along with that. But then it took two weeks afetr the cremation to get the remains. The thing that really annoyed me is that, when phoning for news and waiting in queue, I was told that a "case handler" would answer me as soon as possible. Eventually, when we were told the date of the return, we were told an "operative' would phone to say when delivery would be made. My father was not a "case" to be "handled", he was a loving, caring man and a great asset to the local community in life. Neither did I want his remains to be delivered by an "operative", like he was an Amazon parcel. When you are dealing with the bereaved, you have to be very careful of the words used. "Case handler" and "operative" suggest you are a company in it for the cash and the deceased whose remains you handle are just another number, just another product, just another commodity. Finally, when speaking with the bereaved who may be asking why things are taking a long time, use of the phrase "terms and conditions" is unforgiveable, in my humble opinion, the phrase is a well known fall-back for companies who don't have a better answer, and I didn't contract with you, my late father did, so some better explanation is owing to me when I ask for it. I till don't know why it takes two weeks from cremation to return of the remains. The whole experience of the call centre was one of coldness and had an entire lack of feeling. The only humanity I encountered was with the person trusted with the return of the remains, I won't insult him with the term "operator" because it is a job that requires sensitivity and respect, both of which he displayed.”

Helpful Report

Posted 1 year 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 will personally look 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 1 year ago

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