"We have used this company for many…"

We have used this company for many years as their signs are great quality with a fantastic, quick and friendly service

"Lovely signs"

Lovely bespoke house signs and very friendly service.

"Casket"

Bought a casket from this companie excellent service brilliant quality quick delivery. They were very professional and sympathetic could not have received a better service elsewhere.

"Confusion and lack of empathy"

I ordered a personalised memorial plaque with this company via Amazon, and I asked to approve the design before going ahead. Obviously under such sensitive circumstances people would want to ensure that everything is correct and as they want it. The company did send me an email with the design, however I also received an 'item dispatched' email BEFORE their design email. At this point, I had already sent them another email asking a question about adding some details to the text. They didn't respond to this question, and with the dispatch email I had just received, I assumed that they had ignored my question and just sent the item off before I could approve it. Under the circumstances, and with a lot of pressure on me from the grieving family to get it right, I was very upset and decided to send the company a further email to complain.

Here the company did respond to me properly. However, there was no personalisation to their correspondence – they did not include my name, and to this day I have no idea of the name of the person who emailed me. They were extremely defensive from the outset and made no effort to empathise or give any attempt to understand my confusion. After my complaint, they immediately turned my order down. They acted offended and hurt, but never once tried to help or rectify the confusion. They told me that they hadn’t sent the item off at all, and that they were waiting for my new details – but had ignored the fact that I’d asked questions in my previous email, that they didn’t respond to.

Basically, the automated email process and subsequent impersonal communication was disjointed and confusing. They referred to my response as ‘sudden and abrupt’, blamed the confusion on me, and insisted – even though I had asked them to continue - that they would cancel the order.

They implied in their final email to me that my complaint and subsequent bad review was going to stop them feeding their children. I should think that their business will survive one bad review, but lost loved ones are irreplaceable. They neglected to take into account that I was just trying to order a memorial plaque on behalf of a grieving mother. I'm just thankful that I was the one dealing with all of this, and not her.

They ended their email by telling me that they do everything that they can to please their customers, but it appears that empathy, helpfulness and completing my order was not included. A simple (non-defensive) explanation, and an offer to complete the order would have the simplest way to deal with the confusion. Instead I received a barrage of blaming others and their instant resolution of cancellation. I am now faced with trying to find a new company and explaining it to the family.

I am sure that this company's products are of high quality (not that I've ever received one), and if you want a simple sign made then perhaps this company is worth a try. However, if you are grieving for the loss of a loved one and would like to purchase a memorial plaque, then you might want to try somewhere with a more personal service. This company does not possess the higher level of empathy and understanding that is required when dealing with grieving customers.

(I cannot see a way to answer the company's response below, so I have chosen to edit this review to say that their words sum up my entire interaction with them. I don't need to say anymore).

"Do what they say when the say"

If you need a pet memorial these are the people to buy it from ..
good communication great product delivered quickly when they said it would be .. 👏👏

"Very sympathetic sign ."

Very sympathetic sign for our departed dog.The slate material is a good quality and well etched.Nice to put over a loved pets grave.Very pleased.

"Beautiful sign"

Beautiful sign. 5*****

"5 STAR"

Ordered a memorial plaque for my pet cat and it is absolutely beautiful and made to a very high quality, it makes for a stunning tribute to my beloved boy. Would recommend this company 100%

"Excellent service and value for money"

Excellent service and value for money,very good quality.I would recommend this company.

"The quality of my product was…"

The quality of my product was outstanding and good Value for money. Looks amazing and would highly recommend.