Co-op Funeralcare, Musselburgh

5 John Dickson 27th Sep 2022

Co-op Funeralcare Musselburgh was outstanding in arranging, and delivering my late wife's funeral. They were professional throughout, with very keen attention to detail, organisation, and caring for all of us. I am so very pleased, that I decided to approach Co-op Funeralcare Musselburgh.

Special thank you's to Jeanette, Izy, and Gerry. Compassionate, friendly, and dedicated to their profession. They ensured that my late wife had the send off that she deserved. I would highly recommend Co-op Funeralcare Musselburgh.

5 Carol Edmond 20th Sep 2022

Very kind and helpful mum was treated with such respect 
Thank you 

5 Graham McQueen 12th Sep 2022

Very helpful and compassionate during the saddest of times. Cannot fault the help received making the arrangements and during funeral itself. Would not hesitate to recommend the Coop Funeral Service.

5 Elaine Midwinter 30th Aug 2022

The whole Team we dealt with were very professional, caring and supportive. The funeral itself was beautifully carried out and made a very sad, distressing time so much more bearable. I now have pleasant memories of a celebratory event rather than a gloomy one. I would especially like to Thank Jeanette who guided me though the whole process for her calm and compassionate approach. Jane, the Celebrant, was brilliant too.

5 Sheilagh Scott 29th Aug 2022

Excellent service at a difficult time

2 Irene Kinnaird 28th Aug 2022

Here is a copy of the complaint we had to raise which explains the reasons for the rating

Dear whom it may concern,

I wanted to get in touch to express my family's disappointment in your service for the funeral of Ann Brown Tuesday 9th August 2022.

The staff member isy who was dealing with us initially was great, however Janette who was dealing with the organisation of my grandma's funeral, did not show any compassion and we are hurt and disappointed by this. We felt that although Janette was professional but didn't have the "personal touch" Isy had.

The day we found out when the funeral would be, was over email and not a phone call. As you can imagine after losing Ann Brown was the hardest thing for our family, we expected to have at least a phone call telling us when the funeral would be. This is completely unacceptable and didn't make us feel comfortable going forward.

Secondly, we were told on Tuesday 12th July that no date could be booked prior to the death certificate being released, yet we found out the date of my grandma's funeral the morning before the death certificate was released. This to us, just seemed a little confusing and a little disorganised. One member of staff telling us different from the other staff member

Thirdly, the day of the funeral we arrived at the church, to be told by the minister that the music we had chosen and that my grandma had chosen could not played. This is an absolute disgrace, regardless of who's job it was to make sure the music was sorted whether that be the Minister or yourselves it should have been sorted. We should not have been informed of this as we entered the church with little we could do. If this was the case, we should have been informed prior to the funeral and we could have organised an alternative. It was still beautiful service for Ann Brown, however this has put a damper on it all.

Upon reflection, we would like a full refund for the order of service. This had the songs that we had planned and of course because of your mistake, this didn't happen.

We understand there is nothing you can do to change this absolute disgraceful mistake. Perhaps, this is a learning curve for you all in the future, I can't imagine you all would be happy if this was one of your family members funeral.

I have also forwarded this email to your head office in Manchester.

I look forward to hearing from you.

Regards,

Laura Porteous


We did get the refund for the order of service (eventually) but had actually expected some more in terms of compensation for the stress caused to all the family. It wasn't offered to us - we actually had to ask for this hence why we expected something more

We were also charged in the bill for the graveyard fees - initially my mum wished to be buried but there had been a mix up with the plot and we were advised that there was only room for an urn. We decided to just go ahead with the cremation and deal with the ashes ourselves. Trying to get this refund back was a bit of a nightmare and took almost 2 weeks and continual chasing. We couldn't understand how when you take money from us is comes off account immediately, yet a refund takes so long to process

We know there's not a lot that be done about this now but just wanted to make out feeling known and I would be obliged if a reply to the above could be sent to me.

irenekinnaird@yahoo.co.uk

5 Alexander Scott Stewart 11th Jul 2022

Lovely, caring and empathetic staff who wanted to get it right for you, and they did.

5 Keith Black 11th Jul 2022

Excellent service

5 Alexander Begbie 5th Jul 2022

The service was excellent from start to finish.  Thoughtful, caring, professional and supportive.  I couldn’t recommend them highly enough.

5 Paul Charles Kennedy 4th Jul 2022

Very friendly and polite people and everything went smoothly with the funeral

5 David Nash 23rd May 2022

A brilliant service they gave us at a difficult time. Thank you

5 Ellen Austin 9th May 2022

At all times every member of staff was thoughtful,supportive and caring.
An excellent team who communicate well and carry out all the requirements asked of them.

5 Karen Brown 4th Apr 2022

The whole team from start to finish were fantastic. The support staff in the branch were caring, helpful and flexible as were the funeral director and his team. The excellent preparation and attention to detail culminated in the delivery of a beautiful service for our mother, which we are very grateful for. 

5 Stuart Roberts 14th Mar 2022

Isy and Jeanette and the whole team were fabulous. From the initial phone call to the feedback call the day after. Caring, empathetic and very organised.

5 Frances McDonnell 7th Mar 2022

Excellent

5 Gavin Martin 14th Feb 2022

Very professional and personal approach, keeping us on track at a difficult time. Issy, Jeanette & June understood what we wanted for mum and delivered faultlessly. Thank you all, very much. Gavin & Helen

5 Robert Brown 25th Jan 2022

First class staff who put you at ease at all times during a difficult period. Customer Service is excellent. Highly recommended.

5 Gordon Hay 10th Jan 2022

Thanks for the the assistance 

5 Catherine Archibald 10th Jan 2022

Everyone was very helpful at a sad time. The humunist recommended was excellent.

5 Jane Glass 30th Dec 2021

Janette at Musselburgh was wonderful, very caring and helpful in organising what I wanted for my mum. The lady who led the funeral from my house was lovely too (sorry her name has slipped my mind). Everything went very smoothly and was professionally executed.  Thank you

5 Belinda Ward 15th Dec 2021

Very helpful and friendly. Could not have asked for better care.

5 Cora Lindsay 13th Dec 2021

Everything was arranged professionally and with empathy. Thank you.

5 Camille Ailey 29th Nov 2021

I would highly recommend musselburgh coop funeral care, all attention to detail was given by Isy and Jeanette and due to this my mother funeral ran smoothly and I had the upmost confidence everything was attended to as it should be. In addition to this Isy and Jeanette were genuinely lovely people who made a the distressing task of arranging a funeral that bit easier with their kindnesses.