fair and damning
To be fair to this company I did not use them to handle the funeral arrangements as this was already handled under an existing funeral plan taken out by my parents. However I approached this company in early 2024 as they dealt with the local church in the parish where I held a memorial service for my father. I wanted a cremation plot plaque manufactured to my design and installed in my parents local cemetery. We had agreed a design by summer of 2024 with option for further work for my mother in the future. I was busy and didn't pursue this as I should. Subsequently in June 2025 I tried to advance this to manufacture and install. After initial reconfirmation from them I heard nothing more after August 2025. I then recontacted them in November 2025 by email. I had no further news by January 2026. Then following a couple of phone calls and promise to meetup to discuss I heard nothing more. Finally I phoned them in February 2026 to be told they were extremely busy and were prioritising their funeral service customers and advised me to go elsewhere, for instance the original funeral directors. So I have spent at least 12 months over the last two years getting designed and costed a plaque by this company to be told eventually I should go elsewhere. I feel I could have been told this at the start or as soon as they realised this. Is that good customer service or business?