ComplaintsforPensacola Memorial Gardens and Funeral Home

• Initial Complaint

  09/04/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The cemetery, Pensacola Memorial Gardens, sent my mother's flowers to the wrong grave and can't explain how it happened. Instead, they hang up on you if you use curse words in your time of anger and pain. They offer no apologies only excuses. My mother's funeral was this morning and I hope the other family enjoyed her flowers very much. I'm sorry they had to snatch the flowers off your loved ones fresh grave, but they were meant for my mother. The cards were removed from the flowers and sent to another grave. We suggested they not remove the cards and we were told they will look into it. If you are in the funeral business and can't handle a few curse words when being asked about your tremendous and incomprehensible mistakes, then I suggest you find another job because you are not cut out to deal with grieving families. You had no right to send my mother's flowers to someone else's funeral and grave and this isn't a mistake, it's flat out negligence and sloppiness.

  Business response

  09/29/2021

  Business Response /* (1000, 5, 2021/09/10) */ I have spoken with the the person that filed the complaint , and we both confirmed that what was reported was incorrect, Pensacola Memorial Gardens and Funeral Home has video evidence that 100 percent disproves the allegations against Pensacola Memorial Gardens and Funeral Home. We are working to find the Florist that made the mistake. Consumer Response /* (2000, 7, 2021/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) We did speak and agreed that the information wasn't all correct. The mistake being that my mother's flowers did not go to another funeral or grave, they were just stuck with another person's funeral flowers in the back of the building at the cemetery. We both agree that the florist is 99% responsible but that 1% responsibility lies with the cemetery. The cemetery has agreed to amend their policies and procedures concerning the delivery of flowers on the weekend so this does not happen to anyone else. What actually happened is this: flowers were ordered and a delivery address was given for the funeral home. The florist took it upon themselves to change the delivery address and the date/time. The florist then delivered to the cemetery instead of the funeral home a day later than instructed (the flowers arrived 10 minutes before the funeral). According to the cemetery, the florist just dropped them off and put them with the other person's funeral flowers. Cemetery staff did not know the flowers were there until they were loading the other person's flowers and found my mother's flowers and then placed them on her grave. But during this, my family was at the cemetery looking for the flowers and asking about them. Cemetery staff advised my family the flowers came in and had been put on my mother's grave. They went to the grave and no flowers were there. So they went back and informed the staff they weren't at the grave. Staff then started looking and about 30 to 45 minutes later is when the flowers were found in the back of the building (while loading the other flowers). The cemetery has agreed that people (florist or not) shouldn't be able to walk into the funeral home and drop off flowers undetected. If PMG had better procedures in place, then theoretically, my mom's flowers would have made it to her funeral. With all that said though, as I already stated, since I've gathered more information, it is the florist's fault. PMG just could have handled it better and has agreed to adjust their policies and procedures to prevent this from ever happening again. As long as that is done, I am as satisfied as I can possibly get concerning this issue and PMG. Thank you BBB and PMG for your quick response.

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