ComplaintsforBest Price Caskets

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/15/2024, I ordered an oversized casket (8334 -FC) 18G - Full Coach Gold with Gold Hardware for $1,795.00 & Air courier charge of $310.00= 2,105.00. ***** seems to be the owner and is very rude & very unprofessional. I had initially spoken with ******, she was helpful & professional. I called back a second time to inquire about the courier fees and spoke with ***** he said are you going to buy the casket already or what? Do you understand English? Can you comprehend with your low IQ? I replied excuse me, who are you talking to like that? He said hold on & a new person had came on line and immediately apologized. Finished the purchase. The was received at the funeral, but problem didnt happen until I saw the casket. It was advertised on their website as shiny metallic gold and in person the casket is brushed dull spray painted looking gold. The day of funeral the mattress wouldnt crank up or down the casket sealing gasket was broken and kept turning and didnt lock. I called back to the company and ***** answered and told me that nothing has never to happen to any caskets that sell in 16 years and hung up on me.

  Business response

  06/13/2024

  The customer is mistaken. 
  
  I contacted the funeral director ************* *************).  He said the color of the casket was fine and a normal shiny gold color.  He said the casket bed raised and lowered like it was supposed to and he said the rubber gasket did not have any seal problem.  We don't have problems with these things.  Why would the customer tell a different story than the funeral director/ Owner?  Of course the funeral director said they used the casket and it was buried.
  
  This model  8334-FC (234 pieces) and the half couch version 8330 (734 pieces) we have sold around 1000 pieces of them.  They are a shiny gold.  Customers love them and funeral homes buy those models for showroom samples.   
  
  Did the customer say that a casket like she ordered the funeral home normally charges around $5000 if they can even get any and the customer purchased it from us for $1795 + 310 shipping.  Did she mention that she saved $3000.  Why did she not mention that? 
  
  We sell 1600 caskets per month and you are always going to get people like this one. 
  
  I would like a letter from the customer stating that they saved $3000 on the casket and the things she complained about the casket were not really problems as the funeral director/ Owner ************* said. 
  

  Business response

  06/13/2024

  The customer is mistaken. 
  
  I contacted the funeral director ************* *************).  He said the color of the casket was fine and a normal shiny gold color.  He said the casket bed raised and lowered like it was supposed to and he said the rubber gasket did not have any seal problem.  We don't have problems with these things.  Why would the customer tell a different story than the funeral director/ Owner?  Of course the funeral director said they used the casket and it was buried.
  
  This model  8334-FC (234 pieces) and the half couch version 8330 (734 pieces) we have sold around 1000 pieces of them.  They are a shiny gold.  Customers love them and funeral homes buy those models for showroom samples.   
  
  Did the customer say that a casket like she ordered the funeral home normally charges around $5000 if they can even get any and the customer purchased it from us for $1795 + 310 shipping.  Did she mention that she saved $3000.  Why did she not mention that? 
  
  We sell 1600 caskets per month and you are always going to get people like this one. 
  
  I would like a letter from the customer stating that they saved $3000 on the casket and the things she complained about the casket were not really problems as the funeral director/ Owner ************* said. 

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After ordering the casket online I received an email to call Best Price Caskets to finish the transaction. I called and was forwarded. Given the previous complaints Im sure the person I was forwarded to was also ***********While going over the information he requested for shipping I answered that my mother had not yet passed but was in the final stages with Hospice. He then slurred out a barley intelligible "we'll ship it when we feel like it". After he finish talking I requested to clarify what he said on ship dates. He stated "we'll ship it when we feel like shipping it". I pointed out that the web site claimed they could ship it the same day. He continued his rude behavior and again stated "we'll ship it when we feel like shipping it" and then began to repeatedly parrot "it will get there within 6 to 10 days" I reminded him again that the web site said they could ship same day. He then proceeded to insult me calling me psyco and other derogatory names then said "we wont ship it". I requested his supervisor or owner to resolve the issue to which he replied I am the supervisor and ignored the request to talk to the owner. ******* actions are in direct conflict with the advertised statements on the web page.

  Business response

  10/03/2023

  He made the online order. 
  
  He did not pay any shipping charge.  The website shows free shipping is **** days.
  
  He did not like that and he had a real bad attitude. 
  
  I simply told him we would not ship the casket. He begged me to ship the casket and kept on calling back about 6 times.
  

  I kept on telling him we would not ship the casket.
  
  We don't have to ship to people with real bad attitudes. 
  
  Customers save an average of $3000 when they buy a casket from us online.  Typically the funeral home will only show them 8 choices at $4500 each.  We are $1495.  We don't have to service a customer if they get ugly.
  

• Initial Complaint

  10/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Worst experience ever. Terry was the person who answered our call. We are mourning and told terry that the casket needed to be there Monday (the cemetery place told us that) and he tried to say that's not true and it just needs to be there Wednesday when Wednesday is the funeral at 10 AM. Then we said never mind and hung up. Terry proceeds to text us and harass my family member and texted him saying "how do you go through your life like that Mr. Paranoid?" Keep in mind we were extremely nice. Then proceeds to send us an invoice when we never bought anything to mess with us. First telling us that the cemetery is wrong then proceed to harass us to text us.

  Business response

  01/04/2023

  Business Response /* (1000, 5, 2022/10/21) */ I was trying to educate the customer which knows nothing about caskets and funerals. Funeral is WED funeral home first uses the casket the night before which is Tues night. I told the customer we can get it there on Monday which is what the customer and funeral home wanted but the funeral home WILL NOT USE IT UNTIL TUES NIGHT. I have told this story to 100,000 people in the past. Some how this customer LOST IT. They hung up. Absolutely crazy. I guess you are always going to get the OUTLINERS. I guess this is that one in 100,000 customers. We sell 400 caskets per week. Some people will find a reason to complain even when there isn't a reason. We sell the casket for $1500 The funeral home is around $4500. I guess the customer looses. They can buy it from the funeral home for $4500. Consumer Response /* (3000, 7, 2022/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I ended up getting the same casket for a $1000. You said nothing about about Monday night. You said you'll get it there Wednesday. We hung up because you were being rude and saying that the funeral place is lying to us about needing it Tuesday or before (what the cemetery said and you were trying to get it there Wednesday) and how we know nothing about it even there our information we received is from the funeral. Then proceeded to text my family member who we just lost the most important person in our life and say "how do you go through life mr. Paranoid" then proceeds to send us an invoice for nothing we purchase which is illegal. I am more upset about the harassment of texting us then sending the invoice saying "thanks for our purchase" when we did not purchase anything. I see other reviews of how this company does this to other people. It can't be just one outlier when you have 10x more bad reviews than good. It's mind blowing that you will text people hurtful things while they're hurting and then send fake invoices. However, In your BBB Response, proceeds to not answer any of those statements and lie about saying you'll get it there Wednesday and nothing was said about Monday. Business Response /* (4000, 9, 2022/10/25) */ I was trying to educate the customer which knows nothing about caskets and funerals. Funeral is WED funeral home first uses the casket the night before which is Tues night. I told the customer we can get it there on Monday which is what the customer and funeral home wanted but the funeral home WILL NOT USE IT UNTIL TUES NIGHT. I have told this story to 100,000 people in the past. Some how this customer LOST IT. They hung up. Absolutely crazy. I guess you are always going to get the OUTLINERS. I guess this is that one in 100,000 customers. We sell 400 caskets per week. Some people will find a reason to complain even when there isn't a reason. We sell the casket for $1500 The funeral home is around $4500. I guess the customer looses. They can buy it from the funeral home for $4500.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase from best price casket and the funeral home contacted me and told me the casket arrived damaged. So I asked them to send pictures of the casket and they send several pictures of the damaged casket. I contacted the company and talk with the owner which was very rude. I told him about the damaged casket and he told me to send pictures of the casket in which I did; I tried call back to discuss the matter but he didn't answer the phone or respond to the text.

  Business response

  09/27/2022

  Business Response /* (1000, 9, 2022/07/28) */ These guys are THIEVES 1) Inititally the original buyers credit card declined. They asked someone else to pay for it out of desperation. 2) screamed over phone at us. Microscopic nit picking marks. WHAT IF FUNNY is they used the cakset when when could have bought one from the funeral home. Obviously just thieves. 3) minor damage, took pictures from 3 inhces away. 4) used the casket. Why did they not buy from the funeral home. Chicago IL 5) Offered $50 refund for microscopic damage. THIS FRIEND OF THE FAMILY JUST DID NOT WANT TO PAY FOR THE CASKET. THIEVES. Consumer Response /* (3000, 11, 2022/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) This man is a joke, I don't have to steal anything from no one. I work hard for my money and for him to try and slander my name and my family's name over him sending a damage product on his behalf representing his business that has nothing to do with me you should have sent a brand-new casket which I pay $1745.04. Why would I accept $50 are you joking it was so much damage to the casket the funeral tried there hardest to cover it up with the casket skirt. This casket look like it was poorly handled and was delivered the day before the funeral so my and I family had no other choice but to use the casket because it later in the day in the funeral was the next morning @9. My brother favorite color was blue that's was the reason I purchased the casket from this company but I should've listened to the reviews horrible company and owners Business Response /* (4000, 16, 2022/08/18) */ These guys are THIEVES 1) Inititally the original buyers credit card declined. They asked someone else to pay for it out of desperation. 2) screamed over phone at us. Microscopic nit picking marks. WHAT IF FUNNY is they used the cakset when when could have bought one from the funeral home. Obviously just thieves. 3) minor damage, took pictures from 3 inhces away. 4) used the casket. Why did they not buy from the funeral home. Chicago IL 5) Offered $50 refund for microscopic damage. THIS FRIEND OF THE FAMILY JUST DID NOT WANT TO PAY FOR THE CASKET. THIEVES. Consumer Response /* (4200, 18, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) This situation is causing me emotional distress. The company have admit that there was damage to the casket. The casket was suppose to be brand new not used or damaged.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2, 2022, I purchased an oversized casket for my Veteran father that served in the U.S. Marine Corps from bestpricecaskets.com. Today, May 3rd, the casket was delivered with the U.S. flags looking like they were burned, paint throughout was scratched and had smudging in paint. I called their office to report this and they had me on hold for 21 minutes then Terry answered telling me it was like a car that gets scratched. He also blamed the funeral home and said they were biased and I am naive, he said to select another unless he wants the company to send someone to have the casket waxed. He also called me stupid before he hung up the phone and told me "I hope you spend $3 to $4,000 more on a casket. As a daughter, caregiver, and person that is paying for most of the funeral expenses on my own, this was heart-wrenching. If I could warn other people about this experience I will, nobody deserves this especially, during mourning the loss of a loved one.

  Business response

  06/08/2022

  Business Response /* (1000, 5, 2022/05/04) */ FUNERAL HOME does not want anyone to buy outside caskets. There was nothing wrong with the casket that was delivered to the funeral home Customer was naive and complained about something minor and I asked her to go see the casket and she did not want to do this. We drove 400 miles to and back to drop off the casket and she did not have the courtesy to go see the casket that was supposedly damaged. The driver said it was very hard to see the scratches. I am sure if the customer went to see the casket she would have agreed but she was very arrogant and would not go look at the casket. She loses. She now has to buy a much less attractive casket from the funeral home for thousands more. We lose because we drove 400 miles for nothing. Its sad how funeral homes will take advantage of people that aren't so smart. I see it all the time.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the mother casket. #XXXXXX. The sales rep who assisted me said that the casket was in stock and would be delivered to the funeral home on September 10th. My mother's funeral was on Monday, the 13th. On Friday, the funeral home contacted me and said the casket never arrived. I then called bestpricecasket, and they told me that the casket was no longer in stock. NOT A SINGLE PERSON from the company called, texted or emailed me to let me know my mother's casket wasn't going to be coming AT ALL. The woman on the phone said if I purchased a new casket at that time, it will be delivered Monday morning, which was the morning of my mother's funeral. I denied because that was cutting it way too close. I had to purchase a casket from a different seller in NJ that I could reach and PICK IT UP MYSELF IN A UHUAL to make sure my mother had a casket in time. I'm requesting a refund for the amount I paid for the UHUAL due to due to them NOT NOTIFYING ME THAT THE ORDER WAS NOT COMING.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/10/12) */ We ship 400 caskets/week or 20,000 caskets per year. It is rare that someone does not get their casket on time. Average savings is $2000 to $4000 per casket to the consumer. We always notify every customer by phone and text when we are out of a casket. End result is the customer did not call us back in time to change the casket so they had to cancel the order and we gave them a prompt refund of course. This lady wants more than a full refund. No we can't do that. Consumer Response /* (3000, 7, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is false information. You DID NOT notify me regarding the casket being out of stock which YOUR SALES REP SAID YOU HAD IN STOCK. If you did, please provide actual proof and documentation showing the text, voicemail or email that you so called left me. We did not find out the casket wasn't coming UNTIL THE FUNERAL HOME CONTACTED US saying the casket never got delivered. We were so desperate in trying to find my mother a beautiful casket that we went with your services without reviewing your customer reviews. Your customer reviews are HORRIFIC. If I would've read it, I would've never went with your services. Your company made a stressful time EVEN MORE DIFFICULT. Never in a million years would I ever imagine I would have to pick up my own mother's casket in a UHAUL. I'm asking that you do the right thing and just refund me for the additional expenses I've incurred because you failed to notify me AT ALL about the casket not coming. Business Response /* (4000, 9, 2021/10/22) */ We had the casket in stock. When you ordered the warehouse guys moved it to a SAFE place in the warehouse so no one else would sell it. You called to order. The guys said it was not there so I told you we were out. You were given a full refund immediately. You went Berserk as you know. Two hours later we found out we did have it so I called and text you to tell you they found it in the warehouse after all You never called back to order it so we posted in back on the web site to sell to others. This is this customer's 3rd response. You ordered and we refunded immediately. Sorry you had to pay more for a less attractive casket elsewhere. That's why we sell 400 caskets per week. No one wants to pay 4 TIMES more to buy a less attractive casket from the funeral home. You are no different. You just cry more than others when you do. Consumer Response /* (4200, 11, 2021/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your blatant lying response. It is absolutely pathetic and unprofessional that an employee would damage the reputation of a company with such horrific tales. You are BLATANTLY LYING. None of this took place. We only spoke to your company twice. We ORDERED the casket online in one transaction over the phone. The second phone call to your company was to FOLLOW UP on where our casket was. The FUNERAL HOME was the one who contacted US to tell us that the casket never arrived! None of this conversation took place as to you putting it in the warehouse, or calling me back two hours later, THIS NEVER HAPPENED. If I placed the order successfully to be delivered to the funeral home, why would there be a need to call me and tell me that this casket is still available? We paid for the casket and delivery charges in full successfully when we ordered it. This makes absolutely no sense. Your story is not adding up. Going baserk?? You never even spoke to me on the phone! We spoke to a kind woman who tried to sell me a hideous casket that we denied. Once again, you claim you called and texted. Where is the PROOF? Send the screen shot of the text, or email. The company that we got the casket from also STATED THAT YOU GUYS ARE NOTORIOUS FOR DOING THIS. We got a beautiful casket from them, same price range, and the owner did everything he could to help us because he felt bad that YOUR COMPANY LET US DOWN IN A MOMENT OF Grief. I'm crying more than others?? THAT'S NOT WHAT YOUR REVIEWS SAY. YOU GUYS ARE LIARS, AND IM CLEARLY NOT THE ONLY CUSTOMER WHO'S HAD A BAD EXPERIENCE WITH YOU.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩