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

“Hi, I would just like to say that speaking to you guys on the phone, was very professional, and caring… on the other hand, when they came to pick up my mum, I was not happy at all…. They were loud, banging things about, whilst family waited in the kitchen… specifically with the door closed, as I did not want family members to see my mum on a stretcher!! We heard everything, which was not pleasant… then when I had left my mums property at around 0430, the van was parked on the side of the road…. And they pulled out infront of me, which meant I had to follow them all the way to the roundabout, to which I over took.. I would stress to anyone dealing with someone’s loved one, that dignity, respect, compassion is a key whether someone is alive or say deceased…. This was very upsetting after, no sleep for two days, and a hard 17 months looking after my young mum from Cancer… The Gentleman that brought my mums ashes back to me, was a kind and caring gentleman…”

Helpful Report

Posted 2 weeks ago

Thank you for your kind feedback regarding the service you received from our support team over the phone and from the gentleman who returned your mother's ashes. However, we are sorry to hear that you were not satisfied with the team members who attended on the night your mother passed away. We have appointed a senior manager to review the concerns you've raised, and they will reach out to you directly soon. If you have any further concerns in the meantime, please do not hesitate to contact us at 0800 033 7737 or via email at customercare@purecremation.co.uk. Kindest regards, Pure Cremation Team

Posted 2 weeks ago

“Once everything was in the system, the process was smooth and relatively straightforward. Staff were helpful and things progressed without issue from that point on. However, I do feel that more care needs to be taken at the very beginning—especially during those first phone calls with families. Some of the questions asked felt unnecessarily intrusive or insensitive in the moment, such as the deceased’s weight, height, or past occupation, which didn’t seem immediately relevant or appropriate at such a difficult time. This initial interaction would my entire family recommending pure cremations - especially given one funeral home wouldnt take the body because of pure cremations. It would also be really helpful if policyholders were made more aware of what actually happens when someone passes—particularly at night. For example, if someone dies overnight, collection may not happen until the following day. And if the death occurs in a hospice and a coroner needs to be involved, you may find there’s no on-site mortuary, which means families must arrange temporary cover through a funeral home themselves. These are important details that can help avoid confusion and distress at an already overwhelming time. In summary: a good service once underway, but the initial contact experience and clarity around real-world scenarios could be improved.”

Helpful Report

Posted 3 weeks 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 3 weeks ago

“Very disappointed with service We wanted a hassle free cremation for my father. We were given a date that could not be adhered to by Pure Cremation which was extremely upsetting as we had arranged a small family occasion with a lunch. There followed almost a week of upset and numerous calls until the date was finally confirmed. Apparently it was a mistake. A member of their staff had set a date before everything was in order. This should not happen in such a sensitive situation. sadly, it could’ve been a good service but for us it created more upset than necessary. Whilst the staff we spoke to were polite and trying to help, I had to chase on occasions to try and clarify what was happening. Afterwards we were not contacted with any specific apology or any form of compensation for the upset. It was just real unnecessary distress at a really difficult time.”

Helpful Report

Posted 3 weeks 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. Kindest regards, Pure Cremation Team

Posted 3 weeks ago

“My Wife and I both took out our own Funeral Plans with Pure Cremation. The staff on the ‘phone were particularly helpful. We are both disgusted by the unwanted series of marketing Emails we have since received from this company. It has made their service feel far less personal. ;o(”

Helpful Report

Posted 1 month ago

Thank you for taking the time to share your experience with us. We're very grateful for your feedback about our helpful team, and we're pleased that you both had a positive experience setting up your plans with us. However, we are very sorry to learn that you have been inconvenienced by the emails you have received since. Rest assured, we take this feedback seriously and we will share your feedback with the relevant team to take on board. We will promptly update the contact preferences on our system to prevent any more emails, and confirm once this has been done. If there is anything we can do in the meantime, please let us know by contacting us directly on 0800 033 7737 or via email at customercare@purecremation.co.uk. Kind regards, Pure Cremation Team

Posted 4 weeks ago

“The service we received was pleasant but patchy. There were three unsatisfactory things. First, at 5:30am or thereabouts on the morning after Olive died, we were woken by a call from Pure Cremation saying they couldn't proceed, as there was no paid-up contract. This was false and extremely worrying. Fairly soon we were told there had been a clerical error and the contract was indeed paid for. Secondly we were kept informed of the collection ot the body and it's eventual arrival at Andover. At some point we had been asked whether we wanted to know when cremation would take place. We answered that we didn't need to know in advance but would like to know when it had been done. On 31 March we phoned to say it was a long time since we'd heard anything and were told something had gone wrong with the system and we should have been told immediately after the cremation. In fact it had been done on the 26th. Finally, the delivery of the ashes was delayed an hour after the promised time, owing to traffic problems. It would have been better to have had the apology for the delay to be called into us as soon as the driver knew he would be late, rather than after the event, as we were waiting in expectation and ignorance. Apart from these issues, which did not fill us with confidence, everything seemed to have gone smoothly, and we are pleased we chose to go the no frills route. You just need to tighten up on avoiding errors.”

Helpful Report

Posted 2 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 2 months ago

“Not a service I would would use again - personally.”

Helpful Report

Posted 2 months ago

Thank you for taking the time to leave a review. We are concerned to hear of your experience a senior manager will review the arrangements in detail and will be in contact directly. If there is anything we can do in the meantime, please let us know. You can reach us on 0800 033 7737 or via email at customercare@purecremation.co.uk. Kindest regards, Pure Cremation Team

Posted 2 months ago

“The service through to cremation was excellent. Compassionate patient agents helping my mum who is partially sighted and talking her through everything. The sales team post-cremation were unacceptable and need to take a look at procedures. We were very clear that my mum was not ready to discuss her own arrangements but still they called twice. I understand this may be a good time to help people but when someone has been very clear they do not want to discuss at the moment it should be respected and not scheduled for a call at the end of the month. We have now removed ourselves from the contact list.”

Helpful Report

Posted 2 months ago

Thank you for your kind words about the care and support received during the arrangements. We are very sorry to learn that your mum was contacted about her enquiry with us so closely to the arrangements for your father. We can see that we have thoroughly looked into how this happened, and a senior manager has contacted you directly to provide a response. We understand that you were satisfied with the action taken. However, if there’s anything more we can do or any further concerns, please don’t hesitate to let us know. Kindest regards, Pure Cremation Team

Posted 2 months ago

“During the initial phone call to Pure Cremation they had a nothing is too much trouble attitude. They were helpful and attentive and very quick indeed to send their invoice straight after the booking. I wrote down everything they told me contemporaneously. Firstly they assured us that we could have my late fathers informal name on the urn. When I double checked this after payment they said that was not possible and had to be his formal name. Once I was given a committal date I was then told that I would be informed once the committal had taken place. This did not happen and when queried I was told this is not something they do. When finally given a date for the ashes to be returned I was told that I would be contacted the day before with an AM or PM time slot. Again this did not happen and I had to contact them. They said as it was a Sunday the department that deals with emailing delivery dates was closed. I insisted they contact someone senior regardless of it being a Sunday and to call me back the same day which they promptly did. I have since learned that although they used to email an AM or PM time slot that management have now stopped that useful process of advising the grieving families of the return time slot of their loved ones ashes. So, initially impressed but that diminished slowly over the forthcoming weeks. They need to pay more attention to detail at such a difficult time for families.”

Helpful Report

Posted 4 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 4 months ago

“Not happy with the container mams ashes were put in . Looked like a washing powder tub”

Helpful Report

Posted 4 months ago

Thank you for taking the time to share your feedback with us. We have carefully selected the ashes container for its strength and eco-friendly features, along with a design that allows for easy scattering of ashes and includes our unique ceramic identity disc. The material used for our urns is biodegradable, enabling the urn to be interred in the ground. Families are welcome to provide an alternative urn, and we will gladly transfer the ashes into their chosen container before returning it. We value your feedback and will work on making this clearer for families, ensuring they know exactly what to expect. If there is anything else that we can support you with, please feel free to get in touch with us. Kind regards, Pure Cremation Team

Posted 4 months ago

“Pure Cremations do a thorough job in times of mourning and are good to lean on. However I noted that the staff are over zealous when queried on issues and on two occasions did not let me finish speaking without continual interuption . The sad note is the Urn that they provide for cremation ashes . It is not in keeping with traditions and as they do not offer alternatives they need to be upfront disclosing the container and allowing people to choose alternatives before the Plastic container arrives on your doorstep. I did query with them afterwards and learned that they do not offer alternatives and clients must provide their own prior to the cremation.”

Helpful Report

Posted 4 months ago

Thank you for sharing your feedback regarding the support you received from our team. It's good to know that you felt you could lean on us during this difficult time. Regarding the concerns you have raised about the communication aspect. A senior manager will review all correspondence, including phone calls, and your feedback will be forwarded to the relevant department to ensure we consistently provide the best service possible. We have carefully selected the ashes container for its strength and eco-friendly features, along with a design that allows for easy scattering of ashes and includes our unique ceramic identity disc. The material used for our urns is biodegradable, enabling the urn to be interred in the ground. Every family has the option to use an alternative urn, and we are happy to transfer the ashes into their chosen container before returning it. We appreciate your valuable feedback and will definitely think about how we can make this more clear to families so they know what to expect. If there is anything else that we can help you with, please don't hesitate to reach out to us. Your feedback is very important to us. Kind regards, Pure Cremation Team

Posted 4 months ago

“Good service, good communication, but as a family we found the whole idea of a loved one going to the crematorium alone very sad. Therefore would not recommend that type of service, not for us”

Helpful Report

Posted 4 months ago

We appreciate your feedback regarding our service and communication. If there's anything else we can support you with, please let us know. Kindest regards, Pure Cremation Team

Posted 4 months ago

“I dont like to give bad reviews but i have to say overall i found pure cremation to be rather disappointing. To begin with payment is expected within 48 hours, which in my opinion is quite disrespectful. The time frame for the return of my sisters ashes was shocking. I was told it would be 22 days (which it was) and when I asked if I could collect them instead I was told that it wouldn't be possible. One of the staff members even got my sisters name wrong! The ladies I spoke with on the phone were all very lovely, I just feel that there are some changes that need to be made to enable pure cremation to be a better service. Moreover, a courtesy phone call after the return of ashes would be a nice touch that would be appreciated.”

Helpful Report

Posted 5 months ago

Thank you for sharing your feedback. We do require full payment before carrying out our service. We understand this is a sensitive matter and appreciate how challenging it can feel. We will discuss this and offer support to families by providing advice around the matter of payment should this not be possible. We deeply apologise that a team member referred to your sister by the wrong name. This falls short of our standards, and we will address it directly. A senior manager will also review the arrangements, including the timeframe for returning your sister's ashes and why the collection wasn’t possible. Your suggestion of a courtesy call following the return of ashes is appreciated and has been noted. Thank you for helping us improve. If you’d like to discuss any of your feedback further, please call us on 0800 033 7737 or email us at customercare@purecremation.co.uk. Kindest regards, Pure Cremation Team

Posted 5 months ago

“The ashes took a long time to come back, we were told it was local but it wasn’t and we had to chase communication which made it quite a stressful experience. It wasn’t as easy as we thought it would be and took a month and a half to finish the process”

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, 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

“On first contact informing you of my husbands death I was shocked and distressed that at no point during this conversation my loss was acknowledged:no “I m sorry for your loss” or similar. My son who was listening to this call confirmed same(I thought I had missed it maybe). I was surprised at the delay in cremation date (almost one month) and poor communication at times. An estimated date of committal /cremation was given and I was promised a call to inform me when it would be happening. This never happened and I had to ring Pure Cremation to find out. Sensitive and respectful and timely delivery of my husbands ashes however. Altogether some distressing experiences. I have commited and payed for my Cremation with you when the time comes:I sincerely hope it will be a less distressing experience communicating with you for my 3 sons .”

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. 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

“Lack of communication as did not know my husband was at an undertakers - I thought he had gone straight to Andover. I was told they would call me when he had arrived at Andover but they did not. I rang at 10p.m. to see if he was there and was told he arrived at 4 p.m but the office closes at 5p.m. and no outbound calls after that. I found it very stressful.”

Helpful Report

Posted 6 months ago

Thank you for sharing your feedback with us. We are concerned about your experience, and a senior manager has been assigned to address the points you have raised. They will contact you directly shortly to provide a detailed response. In the meantime, if there is anything else we can help you with, please reach out to us via email at customercare@purecremation.co.uk or call us directly at 0800 033 7737. Kind regards, Pure Cremation Team

Posted 6 months ago

“We had to contact you on a few occasions to find out when my husband was getting cremated only when we complained to you did someone contact us back. As you can appreciate it was a stressful time and this added to our stress However I would like to say that the staff were courteous at all times”

Helpful Report

Posted 6 months ago

Thank you for taking the time to share your feedback. We greatly appreciate your kind words, but we are sorry that you felt that the communication did not meet your expectations. A senior manager will look into the points you have raised to ensure that all our processes were followed correctly and to identify any areas where we can improve. If there's anything else we can help 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

“Things were going well untill I made a telephone call in regards to some information I wanted and once the pure cremation employee had said good bye she had not disconected the call and I was still listening. She then continued to talk to her collegues about me and I was surprised about what she said. She was very unproffessional and this was investigated and I was proved correct as the call had been recorded. I had recommneded Pure Cremation to my sister but when she heard what had taken place she has now changed her mind.”

Helpful Report

Posted 6 months ago

Thank you for taking the time to share your experience. Please be assured that this matter has been taken very seriously, and has been investigated and addressed by our management team. We regret any distress this may have caused; this falls below the high standards we set for our team. We hope that you will not hesitate to contact us should you wish to discuss this further. Kindest regards, Pure Cremation Team

Posted 6 months ago

“Not particularly impressed, I'm afraid. Had to chase them down for updates over couse of a month. Some associates were lovely, others - specifically my point of contact - abrupt and usually unhelpful. Once my husband was finally cremated, his remains arrived promptly and were delivered by a lovely woman.”

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 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 8 months ago

“This service was purchased by my late brother in law. Although I respect his decision and it is what he wanted. Some of the service wasn't good. It was made clear that all phone calls come through me from Pure Cremations as soon as my brother in law passed away. There were occasions that PC contacted my mother in law. They also told me that my brother in law was in their care at one point when in actual fact he was still with the coroner. Also didn't have the correct information of where the ashes were being delivered”

Helpful Report

Posted 8 months ago

Thank you for writing this review, and for bringing your experience 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 8 months ago

“The concept is a very good idea but we had a few issues. Communication could be more fluent - it was disjointed. Problems with the paperwork resulted in a delay and was stressful, I had to chase it up. Staff were very pleasant though.”

Helpful Report

Posted 8 months ago

Thank you for taking the time to share your feedback about your experience with Pure Cremation. We greatly appreciate your kind words, but we are sorry to hear that you felt the communication was not as up to our usual high standard, and that there were delays in moving forward with the arrangements. A senior manager will be look into the points you have raised. 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 8 months ago

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