East of England Co-op Funeral Services

My mum passed away on new years eve. I called the emergency line the following day and spoke briefly with a gentleman, then a call back from kelly (area manager). We spoke in great detail and she was lovely, she reassured me that Rachel Hopkins from St Stephen square would call back in the morning, and she would have everything myself and kelly discussed within an e mail. I had been very upset and very confused with all the arrangements, yet Kelly assured me, that Racheal would guide me through everything. Received my call 30 minutes ago from Racheal. What a horrible, unempathic woman. First sentence wasn't " sorry for your loss" , it was "which crematorium have you decided?" , you will need to call the bereavement office so we know you have an appointment", and then "we need this before we can make an appointment". I stopped her and cried and explained that I didn't like her tone, nor the fact she obviously didn't read kelly's email stating I was finding it difficult as had never planned a cremation, and I found her blunt and only interested in paperwork. Nothing at all was said about my dear beloved mum. Racheals response : "Oh sorry, I'm aware I've gone in guns blazing". Not Good Enough!! I explained I was too upset by her dry and empty approach and wished to end the call. All I got was, "I will talk when you call back". I txt Kelly to explain I couldn't have such an uncaring woman plan my mum's final journey through life. I was ignored by Kelly. No call to suggest another branch or a different person. Just ignored. Horrible Horrible Service. Will NOT be having my custom. I called an independent funeral director afterwards who was lovely, caring, understanding and reassured me that my mum and our family would be fully supported throughout. A damn sight more than Racheal Hopkins offered. AVOID at all costs!

My best friend was dying of cancer. He spoke to the East of England Co-op Funeral Services and they sent someone round to talk with John. Glenn was very friendly and professional. After John's death I was helped by Emma and Rachel. I found the whole team very supportive and they made the process simple for me, which I really appreciate. I forgot a few things which I was supposed to do before the funeral which would have been a disaster if Emma hadn't stepped in and gone that little bit further for my dear friend John. Thank you very much England Co-op Funeral Services - St Stephens Square A++

A funeral is one off, you cant redo it, as such, the funeral director is crucial and in charge. Tony and his team were great, they were there but not obvious, they helped us understand how to carry the coffin and directed proceedings with respect and understanding. Thank you