Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Legacy.com published an unauthorized obituary about my husband a week after the obituary that I had placed through the funeral home that handled the arrangements. The obituary omitted our children and was very disrespectful in describing my family. We hadn't spoken to my husband's estranged brother for years because of how hateful he was and his refusal to accept me and my children into his family. My husband raised my children for the past 25 years and considered them his. It is so insulting and hurtful to have a second obituary published. I was never contacted and asked permission nor was the funeral parlor that made the arrangements. The facts were not verified at all and I was told by legacy.com that it was all about the money. They told me they would take it down if I got the ************ to tell them to take it down. I contacted the ************ and they said they would tell them to do so. In the end, Legacy.com lied. They refused to take it down. This is outrageous. These people have no integrity. Just because you can do something to make a fast **** doesn't mean you should. I shouldn't have to beg to be allowed sole publication of my husband's obituary. How dare these people! My only consolation is that one day these people will answer to God. Keep on doing what you're doing to grieving people in order to make a fast ****, but know that your time will come. The woman I spoke with at legacy.com was very rude and incompassionate. It's only business with these people; your feelings do not matter to them at all. Money, money, money.

  Business Response

  Date: 03/21/2025

  Good afternoon, 

  Legacy.com hosts the online obituaries on behalf of newspapers nationwide. We receive the obituaries directly from the newspaper and post them exactly as they are received.
  
  ?In general, we do not remove or edit obituaries except at the authors direct request. We may remove someones name from the obit text for privacy reasons, or remove an obituary if the death cannot be verified, however, neither of those seem to be the case here. We sincerely regret that this may cause you further stress during this difficult time, and wish that was not the case. Anyone can memorialize their loved one from their perspective, and this sometimes includes details, omissions of survivors, or characterizations that do not align with someone else in the family. Even something like the name can be a gray area, as obituaries are listed under maiden names, **** names, or other names by which the individual associated with the deceased.
  ??
  ?We have listened to recordings of the phone conversations and we can confirm there was not a rude, or unemphatic tone to the agent's voice. We apologize if it was perceived as such. 
  
  

  
  

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23020234
  
  I am rejecting this response because:

  The response is nonsense; it's very dismissive and offers no resolution whatsoever.  I'm glad you were able to make such a large profit from my family's misfortune but the response is totally inappropriate.  My husband's name is not question; this is just a way to sidestep the issue.  Anyone can review phone recordings from their perspective and this sometimes gets distorted to cover up incompetence and mistreatment of customers.  The agent with whom I spoke was indeed rude and INCOMPASSIONATE.  Please review your response for grammar.  Unemphatic?  She was very emphatic in telling me that she would take the obituary down if the ************ asked her to.  I called the ************ and told them that.  They called her back asking that it be taken down and she still refused.  At the very least the official obituary that was placed by the funeral home that made the arrangements for me should come up first when searched for on Google.  I don't think that would be asking too much.  I spent every single day with my husband for the last twenty five years.  The person placing the ad was estranged and we hadn't spoken to him for years.  It's so disgraceful to me that the only thing that matters is money.  How can people be so cold hearted?  Is nothing sacred?  I'm THE WIFE!  Please re-order these obituaries so that the one placed on February 16th comes up first when searched for on Google.  Then I will withdraw the complaint.

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 03/27/2025

  First off, our sincere apologies the miswording when it was meant to be written as unsympathetic to your feelings and grief. We apologize realizing this is the very last thing you want to be dealing with after losing a loved one.

  We have reviewed the obituaries for ****** ********* in our database. The obituary submitted on February 16th can be found by visiting *****************************************************************************************************.

  You can also find the obituary when searching ************************************************************************************************;The obituaries appear in order of the date they were received starting with the most recent on top. 

  In reference to the results that appear in a ****** search, Legacy.com is not able to control this. We did reach out to our technical support and they confirmed that Legacy.com does not have the capability of making one result rise above another on a ****** search page.   

  We apologize for the distress, what you have requested, is beyond our capabilities.

  Customer Answer

  Date: 04/08/2025

  Complaint: 23020234
  
  I am rejecting this response because: my case was not resolved to my satisfaction. I do not accept the response given by Legacy.com. They did nothing to accommodate me or resolve my issue. Please make a note that this complaint is unresolved. Thank you.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/08/2025

  Dear ****,
  Thank you for reaching out again and for sharing your concerns with us. We truly value your business and understand how frustrating it must be not to receive the resolution you were hoping for.
  We want to sincerely apologize if our previous communications have left you feeling dissatisfied or unheard. It is never our intention to cause any inconvenience or confusion.
  Weve carefully reviewed your request again, and while we genuinely wish we could accommodate it, it unfortunately falls outside the scope of what our current policies and capabilities allow. We understand this may be disappointing, and we assure you that this decision is not taken lightly. Our policies are in place to ensure fairness, consistency, and the best possible service for all our customers.
  That said, we're still here to help in any way we can within our framework. If theres an alternative solution or support we can offer, wed be more than happy to explore that with you.
  Thank you again for your understanding and patience. Please dont hesitate to reach out if you have any further questions or if theres anything else we can do for you.

• Initial Complaint

  Date:02/05/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered memorial stone for a funeral service through Legacy.com. The stone was not delivered on time for the service, they arrived 4 days later. I was never notified that the stone was delivered. I emailed Legacy to ask if the stone could be delivered to the home of the family. I was told that they were unable to change the address. That the family would be notified. The family still has not been notified of the arrival. This stone was not cheap. This is totally unacceptable and embarrassing for me as a family member. This company should make the buyers aware the products are not coming from a local florist!! Another major concern is what if the store arrives with no card and the family does not know whom the stone came from. We as family members out of state depend on on services like Legacy to deliver our products to the grieving families! This company is absolutely horrible, there is no empathy and concerns for their customers! This is totally unacceptable product and disappointing response from them, I will never use Legacy.com again.I was never provided a tracking number!

  Business Response

  Date: 03/13/2025

  This order was placed on 1/30, with a 4-business day delivery window.
  The customer reached out asking if the order arrived on 1/31.We replied on 2/3 and explained the delivery window of approximately 4 business days, which appears on the order form during the process. And advised we would circle back with tracking details. On 2/4  the customer asked  for the tracking  information and if they could change the delivery address, we did supply the delivery information date/time/address which was 2/4 between 945am-11:45am per **** We also advised that due to this being out for delivery we were not able to change the delivery address.
   
  On 2/5 the customer replied and was not satisfied and asked for a refund. We replied on 2/5 confirming a full refund and apologized for the distress this had caused. The customer asked if this was delivered to the funeral home, we provided the tracking details via screen shot of the delivery.  The customer replied very upset asking exactly where  the item was delivered. We responded with the exact mailing address on the order. Also, we sent screen shots of the *** proof of delivery, the order as it was placed along with the message on the order form showing the highlighted memo: orders are shipped via *** and arrive approximately in 4 business days.  There was no further conversation.
   
  ******* *****
  Supervisor Customer Support

• Initial Complaint

  Date:01/21/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to send Flowers to a funeral home. I was duped into clucking on the Legacy.com webpage and placed an order through their link. It looked very official. The flowers never came, I was charged twice, and charged a same day delivery charge that was not requested I asked for a credit and it has not happened. They asked me to work their vendor to resolve the dispute. This is very hokie!

  Customer Answer

  Date: 01/22/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ****-***** ****

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a tree at Legacy.com for my friends passed on great gramps. Unfortunately the site took my 50 dollars and didnt give me the tree I bought. I tried calling, but alas, to no avail. This brought me emotional distress and destroyed everything my gramps stood for. I almost said lived for, but then I remember he died.

  Business Response

  Date: 03/13/2025

  The customer wrote to us about an attempt to purchase a Memorial Tree for $40 but received an error in the ordering process. The charge appeared on the credit card statement as pending. We were unable to find an order as it did not fully process due to an error and stated the pending charge will fall off his statement. The customer thanked us for the quick turnaround.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/25/2024 I contacted them regarding an obituary notice they stole from our funeral home website then published with false information that has created extreme confusion & anger from the family. There was no permission given for this. They claim that they only take obituaries from partnering funeral homes but we have never partnered with them. We have been fighting for years to get them to stop. In the last two weeks we have had to force them to pull down two obituary notices they captured and put wrong information in. They continue to lie & say they only take the ones for the partnership & that we posted it. That is an absolute lie, we have never submitted an obituary to them for any kind of publication. They are scamming families to take their "candle" money. They state that they reach out to families (all though they have zero information) to let them know they can claim some of the profits from the candle sales as long as its within six months of the posting, otherwise they get to keep the funds. Interesting that if you never get a hold of a family to tell them this especially when you stole to obituary, seems as if they have a nice racket set up to scam everyone. They refuse to acknowledge any wrong doing all though they are the ones stealing the obituary notice, altering it with wrong information & collecting all the profits from the candle sales they families know literally nothing about. We never gave consent or agreed to anything from this company, there was never an advertising relationship.

  Business Response

  Date: 10/29/2024

  Dear *********************** you for reaching out to us with your concerns and documenting your experience. We regret the issues that you have endured and that they have negatively impacted your client families.
  
  The funeral home contacted Legacy.com on 10/25/2024. At that time we immediately ceased obituary syndication from your website and emailed the funeral home to confirm their account details and the steps taken to resolve the issue.
  
  We believe that you have mistakenly identified Legacy.com with a website that aggregates obituary content since we do not have a "Light a candle" option on our death notices and have not received any removal requests prior to 10/25/2024. You'll find screenshots attached. Please feel free to reach out to us and we're happy to clear up any confusion.
  
  Your feedback is appreciated and has been shared this with our management teams in order to improve client interactions.

• Initial Complaint

  Date:10/22/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered flowers for a funeral service through Legacy.com. Flowers are not delivered on time for the service, they arrived two days later. They were also not delivered to the actual church but to the funeral home, left outside. On top of that once the flowers were delivered they were poor quality, not deluxe that we ordered the special flowers and quantity and quality of the flowers were both poor. I was notified the flowers were delivered with no information about the delay, the wrong location or a change in the type of flowers vs what I ordered. After following up on the flower delivery, I was offered a small portion credit on the amount paid. Totally unacceptable product and disappointing response from them, I will never use Legacy.com again.

  Business Response

  Date: 10/24/2024

  Good morning, we are very sorry to hear of your experience.  We located your order, and it has been refunded in full on 10/22/2024.  Please allow 5-10 business days for this credit to appear.  Once again, our apologies for this unexpected series of events and any distress this has caused. 

  Customer Answer

  Date: 10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:08/25/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My father just passed away so I sent an obituary to my local newspaper, The ************* The cost included a Legacy.com link that would allow us to share the obit on social media. The next day the obit was printed in the paper with no issue, but we learned that Legacy.com had modified our obit on their link. A line was added which was clearly an advertisement by a paid sponsor. Here is the how the obit should end..."In lieu of flowers, donations may be made to **********************************************************************."Here is how the obit ends on the Legacy.com link..."In lieu of flowers, donations may be made to ************************************************************************* plant trees in memory, please visit the Sympathy Store.Published by ************ on Aug. 21, 2024"(with Sympathy Store being a link to the advertised business)We discovered this when a relative told us they had 200 trees planted in my dad's memory. While a very nice gesture we asked how they chose that way to honor him. They said that it was in his obituary and thought that was what we wanted. It was NOT.I have 2 parts to this complaint...1) The "Sympathy Store" add is placed immediately below the actual obit with the clear intention of making people think that it is part of the family's wishes.2) The "Sympathy Store" add is also placed above the line "Published by ************ on Aug. 21, 2024" also clearly meant to make people believe this is part of the family's obit. This ad was NOT published in the *************I have attached supporting pics.If this is Legacy.com's standard practice I can only imagine how many thousands of dollars they have stolen from the desired charities of grieving familes and diverted to their paid advertisers.I have not determined my next course of action, but this has "class action lawsuit" written all over it. I did let The ************ know about this but the real culprit here appears to be ****************.

  Business Response

  Date: 08/27/2024

  Regarding the line, To plant trees in memory, please visit the Sympathy Store. First, we have removed this from the obituary as a proactive measure. We are able to remove it upon request and happily will do so anytime it is requested. The line in question, however, was not added after the fact. It was displayed to this user in the digital preview prior to purchase and publication so they either did not review their online obituary preview or chose to ignore it. I have attached two screen shots that show what this user would have seen had they previewed. 
  
  We appreciate that ******* took the time to send us this feedback, as its critical for us to hear from users. We have since taken the feedback in its entirety and shared it with our product team so that we can enhance and improve the user experience for all. 

  Thank you,

  Legacy.com Support

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22193309
  
  I am rejecting this response because:

  I approved nothing from Legacy.com.  The only proof I approved was one sent by **************** (shown in one of my original attachments) and it clearly does not show the "tree ad".  My complaint is not only that the tree ad was added, but that it was placed to clearly deceive the reader.  It was placed above the line "Published by ************ on Aug. 21, 2024" when **************** did NOT publish the ad.  I have no problem with them placing an ad somewhere else on the page, but do NOT place the ad where the clear intent is to make people believe that is what the family wants.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2024

  When placing obituaries in this newspaper, consumers receive a free Legacy only obituary. When consumers reach the preview step, there are two previews displayed: One for the newspaper to show exactly how it will be placed in the print paper and One to show how it will display exactly on Legacy.com. Mr. Huene is correct in that the preview for the obituary placed in the ************ did not display the "To plant trees..." sentence as the text displayed in the newspaper preview is identical to what will be printed. However, ************** was in fact shown the Legacy.com obituary preview where this sentence was included as seen in the screen shot examples. It seems as though ************** did not review the Legacy preview which caused the confusion.

  These two examples are what a user would see when placing in the ************. Planting trees in memory is a low cost way to honor those who have passed and we're always more than happy to remove or modify this upon request as we have done here. For confirmation of this, please review the attached screen shot or visit this link: ************************************************************************************************************1hi6h5y*_gcl_au*MjA0NTQ4NTkzNy4xNzIzMDU1NjQ4 

  We deeply apologize if this caused any issues.

  Thank you,

  Legacy.com Support

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My brother died on July 19, 2024, at 69 years old. I was to handle the obituary, so I found legacy.com and did my best to write the obit and publish it in our small local paper in *******, ********. I was given a bill for over $500, which I paid immediately, to get the announcement in the paper. Today, I received a crumpled certificate regarding a tree that was planted for my Brother. When I contacted Legacy, I found out that I had PAID for this tree, which was the first I heard of that. I also found that the obit in the local paper was over 3x what it would cost to place directly. Why? None of this was even mentioned during my process on the website. I feel like they are taking advantage of people at the hardest time of their lives, and I am furious they ripped my sister in law off; they had no life insurance and every ***** matters. I could find NO WAY to sign onto their website to view a bill or my account. This was the first time I have seen a receipt with detail.

  Business Response

  Date: 08/12/2024

  Hello,

  The customer did write to us as well, and we responded.  We refunded 2 of the items in full, including the memory tree and the memorial links.  We also expedited a new tree certificate to replace the damaged one received.  Lastly we refunded 10% of the cost of the obituary.  We were not able to refund in full, for the obituary did appear in the paper as it was ordered.

   

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unable to use website all week due to pop *** that you cannot close. Pop *** are from all types of business Altice, McAfee and other companies offering scanning services

  Business Response

  Date: 08/12/2024

  Hello,

  We have reached out to the customer via email, to obtain more details so we may assist with the situation they are having.

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered flowers on 8/8/24 for a funeral. When placing the order the subtotal-$108, delivery-$12.98, tax-$7.45 for an Order Total of $128.43. Within 30 minutes, I receive the confirmation email and it says subtotal-$108, delivery-$21.98, tax-$7.84 for an Order Total of $137.82. This is a difference of $9.39. I agree that it does state "*Estimate-only. Local taxes and delivery fees vary based on delivery address." My complaint is how far off the estimate is from the true cost. Clearly, the system knows what the accurate delivery cost is if it can calculate it and charge my card immediately. This is very deceptive and a bait and switch model they are using to make people think they are paying less than charging more after you've entered your credit card information and placed your order so there is nothing you can do about it.

  Business Response

  Date: 08/13/2024

  Hello,

  After researching this order, we found that the address was not entered at the time of purchase, and our company had to confirm the delivery address before actually placing the order, the charges where applied at that time. We always note that prices are an estimate.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22111131
  
  I am rejecting this response because: the business states that they needed to confirm the delivery address. However legacy.com has all funeral information from the family in their system before flower orders can be placed. The family pays to post the obituary and funeral location information for attendees. This answer they provided is unsatisfactory and unacceptable. Again this is a bait and switch sales method to uncharge grieving consumers. They have the address in their system as it is in every obituary they post and claim that they need to confirm it to charge more. Flower orders should not be able to be placed unless a delivery address is confirmed with the family who post the obituary. This is an unethical practice that they are using to charge each customer more money and make more profit. I will never use this website again and will be placing flower orders on my own due to their unethical business practices. There is no reason one flower order is $20 shipping when all orders for one funeral go to the same location.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/16/2024

  Hello,

  We have responded to the customer with our apologies.  Due to the dissatisfaction with her experience we have refunded her order $68.31 which is 50% of her total order. 

   

  Customer Answer

  Date: 08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************