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

“At a base level, the overall service was completed successfully. However, there were several alarming incidents. Firstly, I was informed that my mother was unable to be collected from the hospital due to an error recording her home address, and yet when I called a week later asking for an update, the same colleague did not know what I was asking about and I was informed my mother had already been collected. Secondly, when my mother's ashes were handed to me, I was asked to confirm a completely different name, which caused distress.”

Helpful Report

Posted 1 month ago

Thank you for sharing your experience. We're pleased to hear that, overall, the service met your expectations. We can see there was a slight delay because we didn't have your mother's most up-to-date address on record. We're sorry for any concern this may have caused. To help us provide the best possible service and avoid delays, we do ask to let us know if a plan holder moves address so we can keep their personal information up to date. We're concerned to read about your experience when your mother's ashes were returned. This is not the level of service we would want anybody to have. We've raised these points with our team internally so we can look into this further and understand what happened. We'll be in touch to discuss this with you shortly, but if there's anything we can do in the meantime, please let us know. You can also reach us on 0800 033 7737, where a member of the team will be happy to support you. Kindest regards, Pure Team

Posted 1 month ago

“I admit I did look into taking a policy out with them, but I detest all the sales calls I get off them, I appreciate it’s a business but find it sick repeatedly calling.”

Helpful Report

Posted 1 month ago

Thank you for sharing your feedback, and we’re sorry to learn how the follow-up calls have made you feel. We want to reassure you that your comments have been taken on board and we have raised this with the relevant team so we can review how we follow up on enquiries in the future. In the meantime, if you would like us to stop any further calls, please contact us with your name and phone number so we can locate your record and update your preferences. You can reach us at customercare@purecremation.co.uk by including "review" in the email subject or you can call us on 0800 033 7737. Kind regards, Pure Team

Posted 1 month ago

“Very happy with telephone service. Lovely lady delivered my Aunts ashes. Sadly didn't get the phone call to say the cremation had taken place. Emailed on the Day of my Aunts cremation to ask if it actually took place. No email until following morning. Relatives extremely upset as they hadn't realised Aunty was using Pure Cremation and not happy when l couldn't tell them the cremation had actually gone ahead.”

Helpful Report

Posted 1 month ago

Thank you for sharing this with us. It's lovely to know that you were pleased with the overall service and how your aunt's ashes were returned. We're sorry to learn that you didn't receive the call confirming the cremation had taken place. Thank you for bringing this to our attention. We'll review what happened so we can better understand why the expected update wasn't provided. A member of our team will also be in touch with you shortly to discuss your experience further. Kindest regards, Pure Team

Posted 1 month ago

“Staff really friendly and helpful over the phone. Sadly, I was given incorrect information about when Pure Cremation were collecting my brother's body from the mortuary and so had to post family photos to Andover to be placed with him which was extremely stressful as no guarantee they would arrive in time. Also, I just expected more emails confirming arrangements rather than having to remember dates etc at such an anxious time.”

Helpful Report

Posted 2 months ago

Thank you for taking the time to share this feedback. We appreciate you bringing these concerns to our attention and would like to reassure you that our team is currently reviewing the details surrounding the arrangements and communication provided. Once we have had the opportunity to look into this further, a member of our team will be in touch to discuss your experience with you directly. If there is anything we can assist with in the meantime, please contact us on 0800 033 7737 or via email at customercare@purecremation.co.uk. Kind regards, Pure Team

Posted 2 months ago

“Took far too long to return ashes. Said that they had not received from that I posted back first class the same day I received it.Six weeks and five days after my wife died I finally had her ashes returned. Should have been sooner.”

Helpful Report

Posted 2 months ago

Thank you for taking the time to share your feedback. We're sorry to read that it took longer than you expected to have your wife's ashes returned. We have shared this with our team, who will review the arrangements and communication provided throughout. They will be in touch as soon as possible to discuss this with you, but if you would like to speak to us in the meantime, please don't hesitate to contact us on 0800 033 7737 or via email at customercare@purecremation.co.uk. Kind regards, Pure Team

Posted 2 months ago

“My mum was call wrong name few times even when dropped off. I was also called my nums name when I was on phone.”

Helpful Report

Posted 2 months ago

We are sorry to read this feedback. This is not the level of care and attention we expect for families using our service, and we take comments like this seriously. We would like the opportunity to look into what happened so we can understand the situation and address it appropriately. As your review was left anonymously, we would be grateful if you could contact us directly at customercare@purecremation.co.uk with your mum’s full name and your preferred contact details. Please include Review in the subject line so we can prioritise your message. Once we have the details, we can review this properly and take any necessary steps to address this internally. Alternatively, you can contact us on 0800 033 7737. Kind regards, Pure Team

Posted 2 months ago

“Firstly Pure Cremation had the date of death wrong and that held up the form filling on line. Then the crematorium had my Dads age wrong and part of his address wrong on the cremation certificate which was then emailed. My Dad arranged this and I don't think he realised how long we would have to wait for him to come home. It took a month. It has been very strange not to have a proper funeral service.”

Helpful Report

Posted 2 months ago

Thank you for raising this with us. We’re sorry to read about your experience and we want to assure you that we take your concerns seriously. Following your feedback, we can see a member of the team has been in touch after carrying out a review of the arrangements. Through this, we were able to identify areas of improvement and have since raised this internally so that changes can be implemented. We truly appreciate you bringing this to our attention, as feedback like this helps us review our processes and make meaningful improvements where needed. We also appreciate your comments regarding the timescales involved and your reflections on the type of service chosen. We understand that every family and individual will have different wishes when it comes to funeral arrangements, and we always aim to be as open and transparent as possible about the service we provide so families can make informed decisions. Kind regards, Pure Team

Posted 2 months ago

“I have mixed feelings about the whole thing if I’m honest. The actual cremation and dealing with ashes etc was done efficiently. But the communication I felt was lacking and at times it felt very transactional and not like how the usual compassionate way a funeral director would deal with family members. We had insurance in place which was confirmed yet we still recieved several calls chasing for us to make payments before cremation could be booked. This was my first family member in which I had no funeral and I found it hard and a little more compassion shown would have helped during a tough time.”

Helpful Report

Posted 2 months ago

Thank you for taking the time to share your experience. It's good to know the arrangements progressed efficiently, though we are sorry to read that the communication at times did not meet your expectations. We also appreciate your feedback regarding the payment calls. We have shared this with our team, who will review the arrangements and then get in touch to discuss this with you. If you would like to speak to us in the meantime, please do not hesitate to call us on 0800 033 7737, or you can email us at customercare@purecremation.co.uk. Kind regards, Pure Team

Posted 2 months ago

“Good service for those for whom a public gathering is too traumatic. Straightforward process to set up a contract over the phone, handled with compassion. Timely, clear communication at most stages, from kindly and patient staff. However, please pay equally close attention to the communications and the process surrounding the return of loved ones' ashes: it goes without saying that this carries huge emotional weight for some bereaved relatives.”

Helpful Report

Posted 3 months ago

Thank you for your feedback about the service you received. We’re pleased to know the process felt straightforward and that our team were able to support you with compassion. We also appreciate your comments regarding the return of ashes. We understand how emotional this stage can be, and how important clear communication is at this point. Your feedback has been shared with our team for review. At present, we’re unable to identify your specific details from the review alone, but if you would like to provide further information, please do not hesitate to contact us on 0800 033 7737. Kind regards, Pure Team

Posted 2 months ago

“Very disappointed that our choice of wraparound for our son Christopher Meare's ashes was not adhered to. We chose the picture featuring trees, we were given a container with autumn leaves.”

Helpful Report

Posted 3 months ago

Thank you for taking the time to share your experience with us. We're sorry to learn that you were disappointed with the urn's wrap design. We have raised this with our team and they are personally looking into the points you have raised. They will reach out to you at the earliest opportunity to respond. 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 3 months ago

“no!!!!!!!!”

Helpful Report

Posted 3 months ago

Thanks for leaving a review. We notice you’ve rated us 3 stars and would really like to understand how we could improve. If you’re happy to share a bit more about your experience, please get in touch with us on 0800 033 7737 or email customercare@purecremation.co.uk. Kind regards, Pure Team

Posted 3 months ago

“Alot of information required at the time of booking the actual pick up of the deceased led to believe all we needed was code and postcode so found this very stressful at the time”

Helpful Report

Posted 4 months ago

Hi Amanda, 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 customercare@purecremation.co.uk or directly at 0800 033 7737. Kind Regards, Pure Team

Posted 4 months ago

“I had mixed feelings about my experience with Pure Cremation. Firstly, during initial conversations, the advisor referred to my father as “dad” (and once, “mum”). I understand this was likely intended to sound warm and friendly, but it felt overly familiar and presumptuous at a very sensitive time. “Dad” is what my siblings and I called him, and hearing it used in that way was uncomfortable. I would have prefer to be asked how I'd have like him referred to. Secondly, communication regarding my father’s pacemaker was frustrating. I called to confirm whether it was still with his body, as pacemakers cannot be reused in humans but may be used in animals. I followed up with an email, which went unread. After my family spent a full day contacting veterinary practices to arrange donation, we were later told there was already a note stating the pacemaker had been removed at post-mortem. Being given incorrect or incomplete information at such a difficult time added unnecessary stress, and I had to repeatedly explain my father’s passing to multiple organisations for no reason. Clear and accurate communication is especially important in these circumstances. I also found the ashes tracking app made something deeply personal feel transactional, although I understand the intention behind it. That said, my father had prepaid for his cremation because he did not want a funeral or to burden his children financially. Pure Cremation fulfilled the contract he arranged. Within four weeks of his passing, a kind and compassionate lady returned his ashes to my home.”

Helpful Report

Posted 5 months ago

Thank you for sharing your feedback. We’re sorry to read about your experience and would welcome the chance to look into your concerns in more detail. As the review has been left anonymously, we’re unable to locate the hdetails from this information alone. We would be grateful if you could email us at customercare@purecremation.co.uk with your father’s full name and the best way to contact you. If you include the word review in the subject line, this will help us to prioritise your email. Alternatively, you can get in touch with us on 0800 033 7737, where a member of our team will be happy to assist. Your feedback is incredibly important to us and we are committed to addressing your concerns fully. Best wishes, Pure Team

Posted 5 months ago

“I have booked my funeral with you but am seriously thinking of cancelling it. Do you have advertise at every advert break. I watch TV for entertainment and relaxation but at every break up comes your funeral advert, I've lost count. Are you trying to depress older folk into dying? The number of adverts you put on TV is obscene and all my friends feel the same as I do just stop.”

Helpful Report

Posted 5 months ago

Thank you for your review. Your feedback is really important, and we’ll make sure it’s passed on to the relevant team. If you’d like to discuss this with our team or have any concerns, please feel free to contact us on 0800 033 7737 or at customercare@purecremation.co.uk. Kind regards, Pure Team

Posted 5 months ago

“Wasn't the best experience although fortunately I do not have a lot to compare to. All the initial contact after the passing of my Mum was okay, person on the end of the phone was always pleasant, maybe even a little too jolly and not very sensitive. We were kept up to date regularly. I have only given three stars because it all fell apart with the delivery of the ashes. We were told to expect them between 3pm and 4pm, had a phone call early in the morning and was told it would be 3.30pm. We went to sit with my Dad so that he was not alone but by 4.30pm we were still waiting. I call the lady who was delivering and she said that she had had a really bad day and the traffic had been bad etc etc.....it is really the last thing you want to hear. When she arrived she only stood in the hall way, gave the ashes to my Dad in a bag and left. Would I recommend Pure Cremation....it serves a purpose and if it is the wishes of the person organising the funeral then yes but as a child of a parent who had passed I would have preferred a traditional funeral, regardless of the cost, it give you much more closure.”

Helpful Report

Posted 5 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 5 months ago

“I found the process very frustrating at times. Especially with the collection of my loved ones body”

Helpful Report

Posted 10 months ago

Thank you for sharing your experience. We’re grateful you’ve taken the time to share your feedback. We’re truly sorry to hear about your experience and would really like the opportunity to understand your concerns in more detail. As your review was submitted anonymously, please do get in touch with us at customercare@purecremation.co.uk, including your full name, preferred contact details, and "review" in the subject line, so we can ensure a senior manager addresses your concerns promptly. If there’s anything we can do in the meantime, please don’t hesitate to call us on 0800 033 7737. Best wishes, Pure Cremation Team

Posted 10 months ago

“A mixed review of bad and good experience. The bad was poor communications and an error on your part which caused a delay in the cremation process. Resulting in a complaint from us,which was upheld and dealt with. The expectable was that the complaint was properly and quickly addressed. The good was the delivery of the ashes process which was smooth,professional and made better by the staff member Fiona due to her professional ,compassionate and caring manner. The only human contact in the process and the final contact. Rescued the opinion of the overall service.”

Helpful Report

Posted 10 months ago

Thank you for taking the time to leave a review, your feedback is really important to us. We're sorry that you needed to raise a complaint but we're glad to hear that your concerns were addressed promptly and professionally. It's also great to know that you were pleased with the support offered by Fiona and by the member of our team who returned the ashes. Best wishes, Pure Cremation Team

Posted 10 months ago

“Having used you previously i was extremly dissapointed in the changes made by the company. You have lost your desire to meet the needs of every individual and have taken the stance one glove fits all approach”

Helpful Report

Posted 10 months ago

Thank you for taking the time to share your feedback. We would like the opportunity to learn more about your experience and 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 loved one's full name and your preferred contact details. Please mention "review" in the subject line so we can ensure your enquiry is prioritised and addressed promptly. Kind regards, Pure Cremation Team

Posted 10 months ago

“When I first called to arrange the collection of my husbands body, I was told that I would receive a phone call to tell me he had been picked up. I didn't receive a call so I called you to find out. Also no one told me that he had arrived safely at your premises, so I called again. After two days I received the first call from you to ask if I had heard from the medical examiner. Which I hadn't. When the ME emailed the requisite paperwork to yourselves I waited a couple of days and when I didn't hear anything I again called you find out if there was a date set for the cremation and I was told it the coming weekend Sunday 24th. I made a lot of phone calls you guys made one. Not great service”

Helpful Report

Posted 10 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 discuss this with you. 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

“Over all service was good but the lady we spoke to on the phone was very detached. There was no sympathy or empathy, it was obvious it was a business and she just wanted to get it done. The lady who returned ashes to the family was really lovely and was very professional.”

Helpful Report

Posted 1 year 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 loved one's full name and your preferred contact details. Please mention "review" in the subject line so we can ensure your enquiry is prioritised and addressed promptly by a senior manager. Best wishes, Pure Cremation Team

Posted 1 year ago

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