Very dissatisfied and disappointed

10/08/2018

We chose House of Serenity as we wanted to support our local community. Our initial contact was positive, however once we had paid the service was extremely poor. Very unprofessional, uncaring, insensitive and extremely poor service. Phone manner mainly from [Removed*] was unfriendly, apathetic, defensive, rude and sounded like she was being bothered by us calling, to enquire when our Mother would be collected from the hospital mortuary. VSeveral excuses were made, they were busy, had lots of funerals. Despite my Mother not being collected for quite a while and was not notified and had to call several times enquiring, each time told in next few days, we were never informed or clearly told when this we would be. When we asked for procedures and time frames to be explained [Removed*] continued to be vague, unhelpful and defensive. We lost all confidence in this shoddy funeral directors and asked them to desist any further actions for our Mother and transferred all further arrangements to a professional Funeral Directors W Uden & Sons. I have used other funeral Directors for my Father and his Wife and was dealt with nothing but professionalism, sensitivity and huge amount of dignity shown to our deceased relative and was shocked and extremely disappointed with this poor service. I would highly recommend to avoid and to not use this Funeral Directors and will make sure I dissuade anyone I know who is thinking of using them.

* removed under "Right to erasure: GDPR"