We were extremely disappointed with the service we received. The flowers we had agreed on were never ordered, and we only discovered this when we called to check. The lady who handled our planning meeting went off sick, and it appears none of the details were passed on.
At no point did anyone from their team chase us for information (photos, music, order of service etc..). We had to call repeatedly and organise key items ourselves. There was clearly absolutely no ownership taken on their side.
We also learned very late in the process that the team had incorrectly assumed we would be travelling from the funeral directors rather than from our home. We had agreed collection from home in the initial meeting. That would have been an absolute disaster if we had not checked with them!
When we called to clarify arrangements, the Director who was meant to lead the ceremony seemed uninterested and quite abrupt. He then went off sick the day before the funeral, and the stand‑in — who had never led a funeral before — had to step in. She did a good job under the circumstances, but the situation should never have arisen.
It is now a month later, and despite several calls to Ebbutts, we still have no ashes and no bill for the agreed extras. Each time we call, we speak to someone different, and no one seems to have a full picture of what is happening. I wouldn't be surprised if my late father ashes have gone missing or never properly dealt with.
Overall, the experience has was disorganised and a shambles.
