Casket Outlet Avis 17

Terrible service and response time

Representative is very nice person and help me to go through difficult time to finish order.

It took them close to 10 months to complete the monument and this was only done after many emails and phone calls to prompt them. Due to all the delay and constantly going back on their words, I asked for photo of the finished product and to my horror, they completely messed up the color of the stone. I emailed them back with previous email conversation clearly showing the color I had requested for and they admitted that it was a mistake but turned the blame on me for not catching the mistake earlier. I have not heard back from the manger in regards to this matter and it has already been 2 months since I've brought up the concerns.
Great value but totally not worth the savings.

Happy with my headstone saddle flower arrangements. I’m a repeat customer.

Went The Extra Mile:

This store provides excellent customer service at a very difficult time, assisting with recommendations for flowers. Manmeen is very kind, helpful and provided additional flower ribbon sachets free of charge.

Many thanks to Manmeen at Casket Outlet for her help and patience with my flower order today. I was ordering from the UK and having difficulties and Manmeen took the time to help me through both the online chat and email enabling me to purchase my order. I was very grateful for her caring support at this difficult time. Debbie UK

Many thanks Manmeen for your prompt call back and for your advice in helping me select an appropriate flower arrangement. Your professionalism was very much appreciated.

I had good experience.
When one of the Urns I choose became unavailable (was found damaged in warehouse), they worked with me to find a suitable replacement. They also helped with fedex when it was dropped off to wrong location (fedex fault)

The experience was terrible. I cannot recommend their services. The customer service was lacking, and there was no empathy for customers. The manager, who is also the owner, was frequently absent or unwilling to engage with customers to address issues. The delivery of the prepared grave marker from their Mississauga location to the Burlington Cemetery took over a month. In summary, it was a very negative experience.

The service at Toronto Casket Outlet was superb, especially in our families time of grief for our loved one .They were empathetic, understanding and very professional. I couldn’t of asked for better service in finding the best monument for our loved one.

I wanted a square porcelain photo for my mom's monument, which was ordered, engraved and installed elsewhere. I created a photo collage of my mom at 3 stages of her life with the year each photo was taken, 1950, 1986 and 2021. It would be a lovely way to remember her by telling a visual story. I am a graphic designer, so I created the artwork and sized it to fit the tile. I was happy at first to find this company as they claimed to have square tiles in 3 sizes. I ordered online on 6May2023. By 31July, my order changed 3 times. Casket Outlet took five weeks after I placed my first order to inform me on 5July that the tile size was out of stock. Meanwhile, the delivery address was confirmed on 29May for free delivery within their service area.
4July - I sent an email to remind them of the delivery address as I had not heard from them and had been waiting over a month. I have not been charged yet.
5July - CasketOutlet emails an apology that they do not have the tile size in stock and ask me if I want to change my order. I said I could wait, so they emailed the next day and said the other two sizes 'just arrived!' I chose one, resulting in the second revised order on July 8th. However, this order now included a $140 customization fee for changing the tile size! I asked them to remove this extra fee and pointed out that there was no customization fee on the first order. Plus, I should not have to pay extra for an item I was not told was out of stock when I ordered it. The third revised order was four days later on July 12th when my monument dealer told me the size I chose was too big for the monument. It takes Casket Outlet two weeks to send me the invoice on 27July for the third and final order, which includes a $70 customization fee after I asked them to remove this fee on the second order, which I received along with the following note:

"dear customer,
please check attachment for new invoice
call us to make payment
we will make layout for your approval after we receive the full payment"

(Isn't it odd that the 5 star reviews here have the same poor grammar?)

Still with me? Remember the free delivery? I got an email from Casket Outlet on 8July that delivery would cost $20 + tax.

The worst is yet to come. On 31July I checked my credit card statement and noticed that I had been charged ON 8JULY for the second order (including the $140 customization fee! Why would they tell me to call and make a payment for the third order when they charged me for the second one almost three weeks earlier?

Also, it appears they seemed determined to charge the customization fee because on 27July the tile cost $230. When they told me by phone on 31July* that the easiest solution was to refund me and place a new order, I went on their website to see if the item I want is still in stock, I got yet another shocker. Sometime between 27-31July, they raised the price to $300! I sent them screenshots to show the difference in price between my order and the website and told them I want the following resolution:
a) $230 + $29.90 tax = $259.90 for the 7.88" square tile...
b) Refund of $158.20 ($418.10 - $259.90)
c) Free delivery as promised on May 6th.

*During this same call they told me they were removing the $70 customization fee. I ask to be sure I understand that he will refund the $79.10 ($70 + tax) as well as the same amount for the smaller tile for a total refund of $149.10.

If you're seeing a pattern here, what do you think he said? In their words:

"we will cancel your order
refund to you
call us to provide your card number tomorrow"

This company seems to expect customer compliance, but does not provide customer SERVICE. They turned what had the potential of becoming a great product into a horrible experience.

I was going to cancel through my credit card company but called Casket Outlet on 3Aug to issue a refund.

HORRIBLE SERVICE! 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 (I am very attentive to emails). 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. No compassion, no understanding, and no recognition that they are selling a product with an emotional component. DO NO USE THIS COMPANY!!!!

high recommended, such as a nice monument for my grandparents,
this is my 2nd time for using their services, we went to the elgin mills cemetery and saw the amazing job which it is done, it is really good, i gave them the order mid of May, they told me 8-12 weeks, but it was there now, amazing service. My family were very happy with this, even it is such a difficult time for our hearts.
thank you so so much! :)

I do appreciate it very much for your hard work and I am so sorry for all the inconvenience I may cost. Thank you very much for delivered my order on time, that is very important for our family. Just would like to thank you very much. Your hard work is greatly appreciate, I left a glowing review for your company, THANK YOU SO VERY MUCH!!!! IT IS GORGEOUS, I LOVE IT.

Very nice service, I bought caskets and urns for my grandma,it was beautiful
Thank you so much for you provide nice price and service for this difficult time

I ordered a urn online. Was called and told that it is out of stock and to find a new one. No f*cken sorry for your loss. It’s not like I’m doing this for fun.
When I checked online it said “in stock” (in orange). I called back and buddy told me to not pay attention to orange & look for green only. Is it that hard to have a computer update to “not in stock” or not allow you to place the order?
And maybe don’t have an attitude towards someone who’s obviously going through a tough time. It’s called compassion.

Poor customer service and a nightmare to deal with.

As other reviews have mentioned this business lacks passion and care for their customers. We placed an order back in may for a monument with David. The agreement was to pay for half of the cost up front and that we could revise our design as many times as we liked before the final approval.

After submitting a design and approving it for production we quickly realized that we had made an error in the scripture. Knowing that we would lose our deposit, i inquired if there was another other way to which Justin (after a month of emailing and calling) responded that if we paid another $700, they would re-surface the existing monument and allow us to re-design it again.

After agreeing to the additional cost and spending weeks going back and forth with emails and multiple calls (which were not returned), they sent us a draft of what they had completed which contained errors. Once we pointed out the errors and after yet another week, multiple emails and calls we were told to point out the errors by circling them which we did.

Upon following up again days later, we were told to resubmit our design in PDF format, which we did. Weeks later, after following up again with another set of emails and calls (which were not returned), they summited what was supposed to be a revised draft. Further to our disappointment, the revised draft still contained the errors that were pointed out weeks ago.

When calling to speak to David to seek a resolution and express our frustration we were boldly told that they were doing us a "favor" by charging us $700 to resurface the stone and that we should expect the poor service that we are getting.

We are now in August and still don't have a monument. This business clearly lacks customer service and care for customers. There are many other suppliers who treat their customer with dignity... lets support the ones who do and take our business to them.

Buyers have a choice and a voice! Stay away from this place.