Customer Service

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 !