Customer ReviewsforCasket Outlet

I called and spoke with Suckscreet, placed an order for a green marble urn, received all of the invoices only to receive an e-mail the following day stating that the item wasn't in stock. I then asked about the blue marble urn and was told that it was in stock and that she was looking at two of them while we were speaking. I told her that I would call her right back as I needed to run it by my brothers. When I called back, she told me that the blue marble wasn't in stock either (even though both of these item were, and still are, at the time of this review, in stock online. * *** **** ** *** I find it deplorable that this could happen in this industry when a person is grieving. The following day, Justin told me **** ***** *** ** *** * *** **** ** *** that it must have been a misunderstanding. I am still trying to speak with the manager/owner to no avail. Customer service is the worst.

Very satisfied with the wide range selection of monument. Only this place has the color and size I wanted and stuffs are very friendly and care about customers. An outstanding headstone company that treats their clients like family. We appreciate their dedication to preserving memories

******** ******** Demand full payment up front even before design work begins. Asked to change the design 6 hours after order was placed - charged an extra $180 even though no work had been done on my father's grave marker. Told product would take 3-4 months for deliver. Once past the four month mark called and discovered that the grave marker had been sitting in their warehouse for two months. Claimed they had sent me an email to tell me it was ready and the change fee had to be paid to release the marker. Email was never sent, not in my trash or spam ** ** **** ********* ** *******. When the emails were sent again they came right through. Refusal to accept responsibility for lack of customer service. Told me if I did not pay the full change fee they would not release the grave marker. ** *********** ** ************** *** ** *********** **** **** *** ******* * ******* **** ** ********* ********** ** ** *** **** ***********

Incredibly helpful, and personalized customer service. I was so grateful for the calm, reassuring information I received from the customer service representative.

The Casket Outlet provided a comfortable and welcoming environment for our family and friends to gather and pay their respects. The staff went above and beyond to ensure that everything was taken care of, from arranging the floral arrangements to helping us select the perfect casket for our loved one.

I ordered a grave marker in April and paid full price. It was finally done on Nov 1st and it is now Dec. 2nd and it has still not been delivered to Oakville. I called and wrote to them many times. No one is willing to get this order completed.

I was very pleased with a communication and the final results very happy customer ****************** thank you

On Aug. 15th I placed an order online. Both urns I wanted for my brother's memorial showed as in stock. I received a call Aug 16th telling me that the larger of the two urns was out of stock and that would add 3-4 weeks to my shipping time. I told them I'd have to check with someone before making a decision. Before I could contact that person I was called back and was told that is in stock, but at their other warehouse. I asked how that would affect the shipping time, they said 1-2 days. I said great, follow through with my order.

11 days goes by. No shipping notification, nothing charged to my credit card, no phone calls. So I call them back. I'm told by the person on the phone (who sounds EXACTLY like the disinterested-toned gentleman I spoke with 11 days prior) who tells me that I shouldn't have been told 1-2 days by his co-worker, and that it would indeed be 3-4 weeks from now. (Keep in mind that 11 days have already gone by). I stated that almost two weeks have gone by, so I don't see why it would still be 3-4 weeks. I was told that the representative would speak to his manager to get this order expedited. I requested an email stating that this had been done, and confirmed my email on file with him. He said he would send it "soon". No email was forthcoming.

Cut ahead to September 9th and another call, again with a disinterested tone, and again the same voice, I'm told that nobody has gone to the other warehouse yet. Being very frustrated at this point, but remaining polite and wanting to continue with this company only because my sister-in-law had her heart set on this urn, I ask, "Where is your other warehouse? Is it in another city?. It's ten minutes away he replies. 10 minutes. So I reply, "You mean to tell me that nobody has gone to your other warehouse 10 minutes away in the 3 weeks since I've placed my order? It feels to me like you're not interested in moving your product at all!". He said the only workers that go to the other warehouse usually just pick up the caskets and have no idea where the smaller product is. I asked, "Can't you send someone that DOES know where the product is to pick it up? It's only 10 minutes away!". He said he can ask his manager if she can go get it since she knows where the product is. I said, "Yes, do that! I don't know why you didn't do that 3 weeks ago!". I then requested an email be sent of our interchange and was assured that as soon as he spoke with his manager, he would send me said email. This was on a Thursday afternoon. No email that day. No email the Friday.

I call back Monday the 13th and I'm told that the small keepsake urn is now out of stock, but they can send the bigger one that has been available at their other warehouse all this time. I asked why the keepsake urn wasn't put aside to await the bigger one when I placed my order August 15th? He didn't know. I am so frustrated at this point, but I did have a backup keepsake urn to fall back on and it showed as in stock on the website. He said that one is also out of stock. I told him fine, cancel the small urn, ship the big one, and make sure it ships today. I requested that expedited shipping be used and to only charge me for regular shipping to make up for all the frustration they've put me through, and I'm told, oh, we only ship at the one speed, but it's free. I say fine. Later that day I get an email saying they've charged my credit card, and of course, they've charged me shipping. I verify on the website that it has a very clear indicator that the shipping is free within Canada when you mouse over urns on the main page, and I have the phone conversation with their representative assuring me that it's free, so I email them to get a credit to my card for the shipping. I get no reply other than an auto-reply saying they received my message.

The next day I get a phone call requesting my credit card information which I'd already given them on the website to ship the product in the first place, but I give it to them again. I did get the credit back to my card though, it should be noted. I receive an email the following day (Sep 14th) saying that the urn has shipped. I'm thinking finally! I track it and it says label created, ready to be picked up by courier. I figure oh, there'll be more information tomorrow. Nope. Nothing the next day either. Or the next. In fact, I tracked it again the following Monday the 20th of September and still no change. I call them again. The same representative I'd been interacting with answers and tells me there was a mix-up on ***'s part and they didn't pick up all week last week, and that they had 15 packages ready to go and he's spent over an hour on the phone with them about it. I demanded that it ship today (Monday the 20th) as it has been 6 weeks at this point with still no product has left their building. I also point out that every time in the past that I've requested an email, nothing has been sent. He assured me that *** would pick up that day. I told him I wanted an email in the next hour or I would call back until the email was sent. He said he was busy and would need a bit more time, so I told him 2 hours. He took about 2.5 hours but did end up sending me the email that day regarding our conversation and his guarantee that it would be picked up. There ended up being action on the tracking number by the following morning, Sept 21st.

This urn finally arrived on September 27th, one day short of a month past my brother's memorial. It was beautiful, but not worth the hassle. We ended up having my brother's memorial using the satin bag the ashes came in from the cremation. *************************************************************** *************************************************************** *************************