“Very good bur needs to be clear when booking as I you click on the later bookings irs an extra £75 but does not total in when you pay it's deducted the day after if they pick up and when you are upset your brain isn't it's brightest”
Hello Simone,
Thank you for your kind words and for taking the time to share your feedback. We are truly pleased to hear that you were happy with the level of service provided, and we deeply appreciate your trust in us during such a difficult time.
We completely understand that emotions can be overwhelming in moments like these, and we sincerely empathise with your experience. Regarding the out-of-hours charge, we do our best to ensure transparency in our booking process. When making an out-of-hours booking, customers are required to acknowledge the additional fee by ticking a clearly marked pink box, which explicitly states that the charge will be automatically applied at the time of collection. This step is necessary to proceed with the booking, ensuring that all customers are aware of the additional cost for out-of-hour collections.
That being said, we truly appreciate your feedback, as it allows us to continually assess how we communicate important details to our customers. If there is anything further we can do for you, please don’t hesitate to reach out.
Thank you again for choosing Procare to care for your beloved pet. Our thoughts are with you.
Yours Sincerely,
Customer Welfare Team
“Everything was perfect what I struggled with though was understanding the process. Did I need to place my pet into a bag or container for preparation? I didn’t know what the process steps should be but the gentleman did explain everything to me but I just wanted to be prepared and hand my pet over without too much Backwards and forwards Than that pleased with the service although I would’ve liked more communication in terms of after my pet was prepared for cremation I thought I was going to be told when she was going to be cremated but that didn’t happen”
“Lewis, who came to pick up my beloved rabbit was absolutely wonderful. He made me aware of the process and made me feel at ease the whole time and I cannot rate him highly enough for the consideration he took with both myself and my pet. I was sent emails regularly with any updates which gave me peace of mind that she was being cared for. There was a very slight discrepancy in terms of time frame but other than that I am happy with the service I received, I would use this service again and would recommend that others do too. It’s easy to use and having my pet collected and delivered made the process much less difficult.”
“Very nice people to deal with when you suffer the loss of a loved pet, the lady who brought my beloved cats ashes to me was also very kind. The fact that you can pick when to have your pet picked and what time is helpful, and the choice of caskets is good. I’ve used their services twice now, but beware whatever you’ve wrapped around your pet goes with them.”
Hi Carole,
Thank you for taking the time to leave your feedback!
We're sorry to hear that you were not happy with what Winnie was returned to you in. After checking this further, we can see that you was asked at the point of booking if you'd like an urn or ashes casket, however, the free scatter box was chosen.
We did however return Winnie in a beautiful presentation bag accompanied by a candle. If you'd like to purchase an urn or ashes casket you can do so by calling 0330 124 0996.
Thank you for trusting Procare with Winnie, we're very grateful!
Yours Sincerely,
Customer Welfare Team
“Service was prompt and staff excellent.
My only reservation was that I ordered a fur trimming for my tricolour dog, and what came back was just black and white.”
Hello Helen,
Thank you for taking the time to leave your feedback, we're thrilled that you were happy with the service provided.
We're so sorry that we didn't manage to catch all of your pets colours. This has been fed back internally.
If we can be of further assistance please do contact us!
Yours sincerely,
Customer Welfare Team
“I was kept fully informed about the process every step of the way. The staff were very sensitive and understanding to my needs and I felt as though my baby was in good hands from start to finish.”
“Just wanted to say a massive thank you for looking after our baby girl lottie the people we spoke to was kind and helpful. She explained the process to us. The man who pick her up was also really kind and also explained the process to us. We knew before we went with procare that the wait time was 14 working days and was okay with that but the actual wait itself was extremely hard but as I said it was explained to us. Thank you again”
Hello Michelle,
Thank you for taking the time to leave your feedback, we're thrilled that you're happy with the service provided.
Currently, the average cost of a dog cremation in the UK is a whopping £380 excluding collection. We on the other hand charge £179 including collection during office hours, cremation and the return of the beloved dog's ashes.
We do however completely understand that the death of a pet can be unexpected and it can often be a challenge to find the funds.
Thank you again for sharing your feedback, it will be passed on to our client relations team.
Yours Sincerely,
