Local Guides World
Juri L
1 reviews on 1 places
Doug is great, and they're super caring and compassionate through the whole process but if you have any type of issue, I'm going to warn you how extremely unpleasant the experience is and if you speak with anyone other than Doug you will be treated horribly. The last thing you want to have to deal with when going through losing a furbaby are problems with cremations or urns.
I opted for planting a biodegradable urn with the ashes and was excited for the process. Unfortunately there was a problem where the seeds were not included and the instructions clearly state "open the seed bag and bury the seeds in the center." I checked everywhere in the box, rechecked all the contents and nothing. I went online and checked the product, and all the photos of the product show you a separate seed bag.
So I called and tried to resolve this. Thought maybe the seeds fell out since they open everything and put in the ashes for you and do the 1st 2 steps before you even recieve the box. The girl who answered the phone was extremely unprofessional, doesn't care about helping you, and will tell you that she doesn't know and there is nothing that she can do. First she'lI tell you to reach out to the manufacturer, which I did and tried to contact them on the pamphlet that Daisy Hill provided me. Well the number is disconnected and then she will provide you no solutions and just say 'don't know what to tell you but to go buy seeds and plant them in the urn' then because I wouldn't accept her answer since the urn kit is supposed to come with seeds and they charge almost double the price I could have paid for it online... She hung up on me. I called back and asked for her name and the manager or owner's name and contact info and she hung up on me again. Extremely unprofessional, she needs to go work somewhere where she isn't dealing with grieving people.
Called a 3rd time and finally was able to speak with Doug. He said he would look into it and give me a call back in 15 mins.... 20 mins go by and nothing so I called back and got Tom on the phone. Let me tell you how condensending he was. I told him I was following up with Doug and he said something like well he's with someone right now and he can't just walk away to call you. So I told him that I was following up since he said he was going to call me in 15 mins. So pretty much what he was saying and implying was we already have your money, we did what we were supposed to, and you and your issue aren't important since you've paid.
Doug called me back and apologized for everything and said he is going to reach out to their manufacturer/distributor and get me seeds ASAP. Which is how i believe it all should have been handled in the first place. I would have even been fine with a partial refund since they charged me double the cost of the product online and I would have just ordered another one immediately on Amazon to have the right seeds.
I've been to Daisy Hill previously in the past for my other furbaby and worked with Doug and it was so great and easy. The frustration and experience and how uncaring these people (everyone besides Doug) with an issue for something they provided is NOT worth it!
I hope no one ever has to deal with this type of experience and people when grieving for a passed loved one. I will update when there is a resolution and the issue has been fixed.
Update: Nothing like having to hold back your frustration when someone who was so disrespectful and rude and hung up on you twice to call you back with a "resolution". She calls me (I would love to call her by her name but when I ask for it before she just hung up on me) and tells me the manufacturer is sending them the seeds and will notify me when they receive them. Oh but it's not what you originally purchased, the Royal Empress plant with beautiful flowers its a ginkgo tree with no flowers, and no other options for seeds besides the ginkgo. Extremely unprofessional, disrespectful, and an experience I would never wish on anyone when they're going through such pain.
I opted for planting a biodegradable urn with the ashes and was excited for the process. Unfortunately there was a problem where the seeds were not included and the instructions clearly state "open the seed bag and bury the seeds in the center." I checked everywhere in the box, rechecked all the contents and nothing. I went online and checked the product, and all the photos of the product show you a separate seed bag.
So I called and tried to resolve this. Thought maybe the seeds fell out since they open everything and put in the ashes for you and do the 1st 2 steps before you even recieve the box. The girl who answered the phone was extremely unprofessional, doesn't care about helping you, and will tell you that she doesn't know and there is nothing that she can do. First she'lI tell you to reach out to the manufacturer, which I did and tried to contact them on the pamphlet that Daisy Hill provided me. Well the number is disconnected and then she will provide you no solutions and just say 'don't know what to tell you but to go buy seeds and plant them in the urn' then because I wouldn't accept her answer since the urn kit is supposed to come with seeds and they charge almost double the price I could have paid for it online... She hung up on me. I called back and asked for her name and the manager or owner's name and contact info and she hung up on me again. Extremely unprofessional, she needs to go work somewhere where she isn't dealing with grieving people.
Called a 3rd time and finally was able to speak with Doug. He said he would look into it and give me a call back in 15 mins.... 20 mins go by and nothing so I called back and got Tom on the phone. Let me tell you how condensending he was. I told him I was following up with Doug and he said something like well he's with someone right now and he can't just walk away to call you. So I told him that I was following up since he said he was going to call me in 15 mins. So pretty much what he was saying and implying was we already have your money, we did what we were supposed to, and you and your issue aren't important since you've paid.
Doug called me back and apologized for everything and said he is going to reach out to their manufacturer/distributor and get me seeds ASAP. Which is how i believe it all should have been handled in the first place. I would have even been fine with a partial refund since they charged me double the cost of the product online and I would have just ordered another one immediately on Amazon to have the right seeds.
I've been to Daisy Hill previously in the past for my other furbaby and worked with Doug and it was so great and easy. The frustration and experience and how uncaring these people (everyone besides Doug) with an issue for something they provided is NOT worth it!
I hope no one ever has to deal with this type of experience and people when grieving for a passed loved one. I will update when there is a resolution and the issue has been fixed.
Update: Nothing like having to hold back your frustration when someone who was so disrespectful and rude and hung up on you twice to call you back with a "resolution". She calls me (I would love to call her by her name but when I ask for it before she just hung up on me) and tells me the manufacturer is sending them the seeds and will notify me when they receive them. Oh but it's not what you originally purchased, the Royal Empress plant with beautiful flowers its a ginkgo tree with no flowers, and no other options for seeds besides the ginkgo. Extremely unprofessional, disrespectful, and an experience I would never wish on anyone when they're going through such pain.