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:04/13/2025

  Type:Product 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.

  I chose this company, without any knowledge of them, to purchase an Urn for my brother who had deceased. I paid $152.98. From their advertisement I thought this would be a reputable company to purchase an Urn from. I received my Urn yesterday. I opened the box and the Urn was there. The Urn was LOCKED, and their was NO INSTRUCTION REGARDING THIS URN. In other words I can not open the Urn, I can't place my brothers ashes in it, and there is absolutely no instructions to turn to for information. All I have is a LOCKED BOX. This is not the way a company should send out an Urn. They should have sent a small s**** driver to open this Urn and they should have sent some instructions to help someone who may not me familiar with an Urn, as I am. I am dissatisfied with how this Urn was sent out, with absolutely nothing to give me the opportunity to use it. I am disappointed and frustrated with the lack of concern this company had for a customer, like myself, to not be able to use this Urn to put my brothers remains in. I want this company to send me the necessary tool to open this Urn and some instruction so that I can use it. If they do not to this, and I can't see why they can't, THEN I WANT MY MONEY RETURNED BACK TO ME AND I WILL RETURN BACK TO THEM THIS URN THAT CAN NOT BE USED. This is a sorry way to do business in this field, where people need some empathy and excellence in service. They sent this Urn out the way it is WITHOUT ANY CARE OR CONCERN FOR THE ***** AT ALL, ESPECIALLY IN A TIME OF NEED WHERE EMPATHY SHOULD BE IMPORTANT AND EXCELLENCE IN SERVICE SHOULD BE THEIR NUMBER ONE IMPORTANCE. They just simply through a Urn in a box without any concern for the need of the customer. They simply didn't care, and this is absolutely a disgusting way to be in this field. I want them to immediately rectify this situation. We deserve an apology as well as a refund for this. I would be glad to return this URN THAT I CAN NOT USE.

  

  Business Response

  Date: 04/15/2025

  Dear Better Business Bureau and ******* *******:
  
  Thank you for bringing this matter to our attention. We value all feedback from our customers, and we appreciate the opportunity to address the concerns raised in this complaint.
  
  Mrs. ******* purchased a personalized wooden cremation urn from our collection over the Internet on Wednesday, April 9th. The urn was engraved and shipped via *** and arrived at her address in ******** on Saturday, April 12th.
  
  The urn that she purchased was a Trenton *** for Ashes (************************************************************************************************). As with almost all wooden urns, to open it requires removing the four screws on the bottom of the urn (you can see the screws in the photograph on the product page on the website). Removing the screws reveals the empty compartment for storage of the cremains. This can be done with an ordinary ******** head screwdriver. This step is described in the product description on the website.
  
  Upon receiving her package, she didn't know what to do to open the urn. She reached out to our customer service team via our ticket system three times on Sunday between 1PM and 2PM -- once via the Contact Us page and twice via live chat requesting help on opening the urn. Our offices are closed on Sunday, however. Our website makes that clear, as well (*************************************************************************).
  
  As a consequence, we receive and process all customer communications received over the weekend on Monday, however, and did respond to her on Monday per our operating procedures. She decided to open this BBB compliant in the meantime.
  
  At this point we can do various things:
  
  1. We could send her a ********-head screwdriver.
  
  2. We could refund her purchase.
  
  Sincerely,

  ****** and ***** ********