Alexander and Dry

Customer Service

1

12/08/2019

We ordered a head stone and base through Basingstoke branch and were told to expect it to take 12-16 weeks. I paid for it mid March and by mid June had not heard anything thing. I phoned the branch a total of 3 times and asked the staff find out when we could expect the memorial to be laid and to ring me back, no one got back to me so on the 4th time I rang them I asked to speak to the manager, I explained the situation to her and she agreed that this wasn't acceptable and she would find out and ring me back which she did. I was told by one of the staff that the stone masons were '' a law unto themselves and would lay memorials without informing Alexander and Dry '' although later speaking to a gentleman who had bought a memorial through another company had not experienced this and had been kept informed. At the end of July I rang again to enquire on the progress of the memorial and was told the member of staff who dealt with this was on annual leave and the lady I spoke with said she would leave a message for her for when she got back, I explained that it was now 16 weeks and requested that she contact the stone masons directly and get back to me which she said she would do, however she never phoned me back to explain the outcome. I rang again on Monday 29th July spoke to a gentleman, again explaining the whole story adding that I was seriously considering cancelling the order and asked him to phone me back and yet again I received no phone call from the company. I had planned to go in to Alexander and Dry to complain in person on Thursday 7th August, at this stage it was 18 weeks from ordering the memorial and had still heard nothing which was very distressing. On Tuesday 6th August I had finished night duty and thought I will just go to the cemetery to make sure the memorial hadn't been laid only to find that it had been laid. I received no notification that this had been done and it is now August 12th and I still have not been informed by the staff that the memorial has been laid which is disgusting customer care ! I would not recommend this company to anyone when ordering a memorial !

OUR SON

5

25/08/2017

Our son died on the 9th. July in Qatar and the repatriation of his body back to the being arranged expertly by Paige.
Collection of his body from Heathrow Airport by Scott who was also our funeral director on the sad day.
All the staff were very compassionate and caring, arranging the cremation, order of service printing and flowers, which made the process easier for us.
A 5 star service from start to finish which we would highly recommend.

Compassionate

5

09/02/2017

My mum Pauline passed away recently & this is the second time we have used the services of Alexandra &Dry. I would like to thank Debbie who we have dealt with during this time, during office hours & David who supported us out of hours & on the day of the service. They have been compassionate, caring & very supportive. Truly made this very difficult process bearable. They have been genuine in thier comfort & support. By visiting mum at all hours as we live 50miles away helped us feel close to her. She looked so peaceful like she was sleeping. All the staff showed us nothing but compassion but again I want to particularly thank Debbie & David from the bottom of my heart. Suzanne

dad

5

17/11/2016

My dad died 12/10/16.....thanku paige for ur help with arranging the cremation and to Scott for being our funeral director on the sad day and making it a lot easier to deal with. We were never rushed when visiting dad in chapel even when in tears were offered seats and tissues and coffee..couldnt ask for anymore help..thanku to any1 else but can't remember ur names

my dad

5

06/11/2016

My dad died on the 12 Oct 16 and he was collected frm hospital on the 17th Oct Alexander dry staff were really friendly and helpful everytime we had contact with them up to and including my dad's cremation on the 2 Nov 16
They made a bad time easier to deal with and wud recommend anytime