Pets Remembered Anmeldelser 6

Our heartfelt appreciation for both your kindness and compassion in helping us to lay our darling Shackleton to rest.
This has been a very difficult time, but your casket have brought peace and closeness as our little boy now sleeps his eternal sleep with us.

A wonderful company to deal with, despite the sad circumstances of unexpectedly losing our dog. They were quick to respond to my questions and kept us updated regarding delivery date. We chose the signature coffin which arrived extremely well packaged and respectively labelled too. Very impressed with the quality of the item and service received. Our boy is now back home with us in our garden. Thank you

Beautifully made item. Quick delivery and extremely well packaged!

Beautiful headstone great quality

My slate has arrived and it is excellent.
The engraving on it is excellent it looks great.
Thanks for the great work you did and the excellent service you have provided.
Thanks to Kerry for all your help in designing of the slate and service you provided.
I would recommend your company to anyone!

This was the second pet memorial stone I ordered from Pets Remembered. The first, bought about 9 months ago, was perfect. The second, not so great. Unfortunately, quality control seems to have gone downhill. There were scrape marks on the stone and imperfections in the lettering, which also sadly was a completely different size to the first memorial I had made, so it looks odd sat next to the first. What makes it even more disappointing is that I paid about 40% more for this second stone than I did for the first one (£43.85 then, versus £63.00 now). I have no problem in prices being raised due to manufacturing costs going up, but it seems quite a hefty price increase in only 9 months with a drop in quality. Additionally, it should be noted that on both occasions, the order took longer to arrive than the stated time, although the delay to the second order was due to staff sickness, allegedly.
I put my concerns to the company, as much as anything, so they could make it clear on their website that there may be differences in the size of lettering if a customer returns to order a second memorial, but it's been over two weeks and they haven't replied or even acknowledged my email. I seem to have been ignored.
Interestingly, when they asked me to review my second purchase (via a generic auto-email), I did give an honest – but fair – review (my review for the first order was a glowing 5 out of 5; this time, I scored them a very fair 3 out of 5) but it seems they have chosen not to post my second review on their product page, which appears to be nothing but 5 star reviews. Make of that what you will.
What disappoints me the most is their failure to even acknowledge my email. This is customer service at its worst, and it's such a shame because, like I told them in my email, I love what they do, but I am unlikely to order a third time, because if I did have a problem with the order, I'm not convinced it would be dealt with very well, if at all.

** UPDATE 03/03/2025 ** :
Within 48 hours of posting my TrustPilot review, Pets-Remembered added my 3 star product review to their website, including their response to it, which, rather disappointingly, implies that it was my fault the stones look different because, quote, "the customer chose a different font to the one before". This has hurt me. My cats were with me for twenty years, so when my youngest cat died in January, I was extra careful to make sure I ordered the exact same style of memorial that I got for her sister nine months earlier. I rushed to check my order confirmations, just in case I had made a mistake, but of course I hadn't – the memorials I ordered, including the font types and colourings, were exactly the same. I'd absolutely not made any mistake. They have the same order history, so I don't understand why they have chosen to lie about this. This makes their response on their own website dishonest. (I asked them a week ago to correct this inaccuracy, but they have chosen not to.)
When addressing the reason for not responding to my email in the first place, Pets-Remembered said they didn't bother replying because, “We felt whatever we explained would not have been accepted.” This is a ridiculous assumption to make and I've told them as much. (Actually, had they bothered to engage with me, they would have learnt that I was prepared to pay for them to make me a replacement!)

I can't advise you whether or not you should use this company, but based on their dishonest response and clear disrespect for me and my deceased pets, I know I will never go anywhere near them again.