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Review fromTheresa J.
Date: 04/14/2025
1 starTheresa J.
Date: 04/14/2025
I placed an order for an URN for my brothers cremated ashes. I received an URN that was LOCKED WITH NO KEY AND NO WAY TO OPEN IT. They did not send any tool to open the Urn, nor did they send any instructions. Just a locked URN that can not be used. This was unprofessional and beyond any normal comprehension .
Stardust Memorials, LLC
Date: 04/16/2025
This customer purchased a personalized wooden cremation urn from our collection over the Internet. The urn was engraved and shipped via *** and arrived at her address in ******** a few days later. It arrived on a Saturday.
The urn that she purchased was a Trenton *** for Ashes, which is a standard wooden bottom-loading cremation urn. As with almost all wooden urns, to open it requires simply 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.Removing the screws can be done in one minute with any ordinary ******** head screwdriver. This step is described in the product description on the website. We have sold thousands of these urns and thousands of customers have managed to remove the four screws with any ordinary screwdriver without any problem whatsoever.
Nevertheless, 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 on Sunday. Our customer service offices are closed on Sunday, however. Our website makes that clear, as well.
We receive and process all customer communications received over the weekend on Monday, and did respond to her on Monday morning per our operating procedures.
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