Co-op Funeralcare, Twickenham

5 Ruth Gillham 4th Oct 2022

We were looked after from the very first telephone call. Everyone has been extremely helpful and courteous and with their help the day went smoothly and with great dignity. Thank you.

5 Tim Kitson 23rd Sep 2022

Debbie in Whitton branch was very helpful as I had never arranged a funeral before. The funeral was seamless the drivers were  courteous and helpful and the celebrant was excellent. 
Thank you.

5 Christopher Gibney 20th Sep 2022

Debbie was marvellous and led us through the process. Very professional and will always be grateful for her expertise.

5 Susie Kemble - Clarkson 12th Sep 2022

The day was conducted with great solemnity thankyou so much Susi  Kemble-Clarkson

5 Joshua Joseph 5th Sep 2022

Debbie really helped us out and provided an excellent service. The whole co op team were very friendly and always willing to help us out. Thank you very much for making my mums funeral go very smoothly.

5 Yashmin Gurung 30th Aug 2022

The way Debbie listened and handled the situation was excellent. Made sure everything went well. She is a diamond. Cannot thank her enough. My big thank you to Debbie, Colleen and the whole co-op team.

5 Lynn Antill 6th Aug 2022

Thank you to the funeral arranger and her team who helped arrange my Mums Funeral recently.
They all made a difficult process with their kindness and patience.
Communication was excellent throughout.

Thank you to you all

5 EMMA TITHERIDGE 2nd Aug 2022

The funeral arranger was very helpful and understanding and really helped us out in a very terrible and difficult time she conducted herself in a professional manner and guided us through all options we had for the funeral, we couldn’t have asked for more to be honest she was fantastic and I would recommend the funeral arranger at the Twickenham branch. Thank you so much for everything we appreciated all your efforts and guidance. Best wishes 

5 Jane Bennett 1st Aug 2022

Excellent .. really helpful and professional service

5 Catherine Tomlinson 25th Jul 2022

I had to organise my late uncles Will from many miles away in the Lake District. It was all done by telephone and email. The funeral arranger was absolutely amazing, kind, sympathetic understanding. The service was lovely and everything went smoothly. Thank you all from the bottom of my heart.

5 Danyella Barnes 25th Jul 2022

Amazing service and the funeral arranger was brilliant with everything highly recommend 

5 Caroline Hodson 25th Jul 2022

Thank you very much. A very helpful and supportive service at a difficult time

5 Kelly Gazzard 25th Jul 2022

Very organised and caring. They listened to our requests with compassion and thoughtfulness.

5 Carol Platts 18th Jul 2022

Service and support was excellent  thank you .

3 Karen Smale 27th Jun 2022

We chose the Co-op as that was what my mum wanted. But on reflection i would not chose to use them again and would use a smaller family run business.
Firstly, the day after my mother had passed i was called by the funeral arranger from the Whitton branch and she was asking about mum and what room she was in and if there were any obstructions in removing her from the house etc. I had to stop her mid flow and explain that mum had already been collected from the house.
My mum passed at 6:30pm on 19th May, the funeral arranger called me during the early afternoon on the 20th. I can't believe that she thought that mum was still at her address, i would have been extremely annoyed had she of been.
Mum was in fact collected at 01:00hrs on 20th, i arrived home at 03:00hrs that same day and eventually got to bed at 04:00hrs. So, i was not overly impressed by the funeral arranger ringing and thinking this was the case, surely there must have been a record showing when and where mum had been collected from.
The next issue was to do with the payment for the funeral. My brother and i decided that we would obtain a funeral plan whilst mum was still with us so we had it already and sorted for when she did pass.
I paid a deposit on the day and then paid the full amount off at the end of March 22, a good couple of months before mum passed. I just didn't want the hassle of trying to organise all of this after mum's passing when i was grieving and trying to sort a million other things.
A few days after the first contact with the funeral arranger, she called again and started talking about the funeral plan and the fact that the final amount was outstanding, she went onto say that even though this was the case we could still pay for the plan and the funeral would still be able to go ahead.
Again, i had to stop the funeral arranger mid flow and explain that she had all the details wrong and that i had in fact paid the full amount exactly to avoid all of the hassle that i was now trying to sort out. Again, why did her records not reflect that i had in fact paid the plan off in full in plenty of time. Why were her records so lacking in correct details?
The next issue a few days later was the funeral arranger ringing me telling me there had been a mistake with the amount that i had paid in full for the funeral plan. The funeral arranger was telling me that the amount i had paid in full was incorrect and that there was a £99 shortfall. I explained when and how i made full payment and explained that i paid the amount that was told to me the female operator on the phone and i handed over my credit card details and in no way did i detail how much i needed to pay off, that was all dictated by the operator from the Co-op. In the end as i was losing my patience and trying to deal with my grief i told the funeral arranger that this was not a fault at my end and that it was a matter for the Co-op to sort out and not me and this was precisely everything i was trying to avoid. I said that i felt like cancelling the plan with the Co-op and the funeral arranger informed me that if i did then i would be charged £250 for doing so, so basically i was held to ransom by the Co-op or that is at least how it felt. In the end, i had to get someone else to deal with this matter as it was too much for me to deal with everything else i was going through.
Overall, i did not feel that the details that i required as to how and when things would or need to happen were provided to me from the beginning, I had to ask the questions to get the answers i required. I did not feel supported in a time when i really needed someone to take control and that person be authoritative enough for me to feel confident in their skills, along with everything else i have highlighted i hope you can understand why i would not recommend the Co-op to anyone else at their greatest time of need.

On a positive note, i would like to say that the funeral directors on the day of mum's service were impeccable. They were polite and courteous and on time and smart and conducted themselves with dignity and paid the upmost respect. I can not fault them in any way and thank them for their service on the day. Please pass on my gratitude and thanks to those involved on the 10th June.

5 Valerie Hartnell 13th Jun 2022

Very professional, understanding and caring. Explained fully everything regarding the prepaid service we had to use. A great Celebrant was appointed who was also very caring and professional. On the day everything ran as smoothly as was expected with a very professional team. I would highly recommend.

5 Anne Rogers 30th May 2022

Very helpful staff, showing respect and consideration at all stages of our interaction with them. Funeral conducted with dignity. I had an issue over obtaining the relevant form from our GP which caused a delay in registering my husbands death, your staff  member dealt with this on my behalf and moved things along. 

4 Alan Barker 30th May 2022

The funeral arranger was very understanding and helpful though out the whole process.

5 Julie Smith 23rd May 2022

Lovely, helpful staff. At our most saddest time, they took away the stress.
Thank you.

5 Stephen Pierce-Smith 23rd May 2022

Everything went very smoothly. If i have one criticism it would be that it would have been less stressful for me if my mother had been tended to before I saw her to at least have had her mouth closed and to have been covered up.

5 Andrew Hoppe 23rd May 2022

Excellent service - very understanding staff and made the difficult and emotional task of arranging the funeral much easier

5 Daphne Mckellar 3rd May 2022

Extremely pleased with the help and arrangements done at a difficult time.
Would recommend co-op to all.

5 Joanna Emilianowicz 3rd May 2022

This was my first funeral which I had to organise and knew nothing about what I am doing. The funeral arranger was amazing. She was patient and explain to me how everything will work. She had a great attention to detail and kept in regular contact to keep me informed. Thank you for making my dads day so special. 

5 Cheryl Cirale 25th Apr 2022

Thank you for making my beloved sisters final journey memorable, you were both professional and caring at the same time. Regards Cheryl Cirale

4 Sue Williams 12th Apr 2022

All the staff were very professional and friendly. I felt looked after.