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BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Memorials.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for Memorials.com include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||73|
Type of Entity
Limited Liability Company (LLC)
Business ManagementMr. Ralf Heckenbach, President
Funeral Related Services Monuments Cremation Urns
Products & Services
Memorials.com offers the following product(s): Caskets, Cemetery Products, Ceramic Pictures, Cremation Art, Cremation Jewelry, Cremation Urns, Flag Cases, Grave Markers, Headstones, Keepsakes, Memorial Rocks, Pet Caskets, Pet Grave Markers, Pet Jewelry, Pet Keepsakes, Pet Marker Pictures, Pet Memorials, Pet Urns, Statues
Method(s) of PaymentThis company accepts MasterCard, Visa, Discover, American Express, and PayPal.
Alternate Business NamesPrestige Memorials RCH International, LLC
Customer Review Rating plus BBB Rating Summary
BBB Customer Review Rating plus BBB Rating Overview
15605 S Padre Island Dr
Corpus Christi, TX 78418 (800) 511-5199 (361) 949-1200 Directions
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Additional Phone Numbers
- (800) 511-5199(Phone)
Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating plus BBB Rating Overview
BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.
|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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BBB Letter Grade Scale
Star Rating scale
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Read Complaint Details
Complaint: My husband got a rosary from a memorial company and put his mom & dad's ashes in it. Within two days of having it, the cross(with his parent's ashes) fell off, leaving him very distraught. Not only was this rosary very expensive, but the ashes that were lost are irreplaceable! We contacted the company and asked for a refund and a replacement cross. The first e-mail we got back was upsetting. They told us that the product was made very well and they've never had this happen before. They also told us that the rosary is not meant to worn! Who sells jewelry that can't be worn? They said we could get a refund if we sent it back with original packaging and paperwork (which we don't have because we weren't anticipating a return). We wrote back and told them we didn't have the original packaging and we would like them to pay for shipping. We also expressed our frustrations with how they are handling the situation. They made us feel like it was our fault that the cross fell off and they showed no sympathy for the fact that his parent's ashes were lost as well. The second e-mail was even worse! A man wrote back and had horrible grammar and spelling errors . He again stated that this had never happened before. He also explained that if we send the rosary back, they wouldn't refund the price of the cross because we no longer have it! If we want to keep the rosary, they would only refund us half of what we paid. He said that we have to understand their possion (he meant position) and that anyone could say they lost an item and try to get a refund! If they did this for everyone, they would lose a lot of money. How degrading is that? Who would lie about losing their parent's ashes? I was fuming and searched online for the President of the company. Imagine my surprise when I found out the man who had wrote that disgusting e-mail WAS the President! I wrote a nasty e-mail back and expressed my utter disgust with their company and lack of customer service. I told him if we didn't get a full refund, we would contact the Better Business Bureau. He wrote back with an e-mail that made no sense. He said Best Buy and Amazon wouldn't refund people if they didn't have the product. Not true! WalMart just refunded me for a pillow I ordered and I was not satisfied with. They didn't ask any questions or accuse me of lying. I kept the pillow and got refunded. He also said if we go to the BBB that all offers were off the table. I posted a review of 1 star on the company's Facebook page and they in turn blocked me from their page. ****** and **** told us in their e-mails that this had never happened before. But when I looked at the Facebook reviews, there was a man named **** ******* who had the same issue as us. On the Google reviews, there was a woman named ******** ***** who also had a negative experience with the company. ***I have the e-mails saved and if they need to be made public or used as evidence, please let me know!
Desired Settlement: The President of the company should be reprimanded for the lack of compassion he has towards customers who have just lost a loved one. The customer service was appalling and we felt very disrespected. **** needs to issue an apology to our family and we want a full refund of the $297.95
I contacted the customer but we could not reach an agreement.
Thank you, ****
Again, I am very sorry about the customer losing the pendant. Our offer was rejected by the customer and we could not reach an agreement with the customer. We can not be responsible for lost items.
We did not LOSE the pendant (with our loved ones ashes in it). There was no where on the website that said the pendant was not meant to be worn and because the product was poorly made, it broke while it was being worn for only two days. The company said that without the product sent back, a refund can not be given. They said that "anyone can say they lost a product and ask for a refund." They accused us of lying! I know many companies that will give refunds if their product was poorly made. We would like the full refund we requested as well as a formal apology written from the President of the company. His words and actions were inappropriate and have caused us much emotional stress (in this time of grieving). We strongly feel that the President as well as the company should be reprimanded for their actions and horrible costumer service. Please review the e-mail attachment from my previous rejection statement.
Problems with Product/Service
Read Complaint Details
Complaint: Purchased two cremation heart pendants. The item description (which my purchase was based off of) was inaccurate stating the pendants came with matching boxes. (This made me believe that the box was a larger replica of the pendant. Like I purchased for my grandmother's ashes in 2009 from a different company.) I wanted my Mother's pendant set up to be similar to what I have for my grandmother's; pendant with MATCHING box all under a small dome. When the items arrived, and all the boxes were, were cheap grey boxes, I emailed the company, and explained my displeasure with that and the overall quality of the pendant, I was emailed back rather quickly by ******, who stated they fixed the item description and confirmed they do not offer matching boxes. I asked for a refund of some type as the items had been given to the funeral director already, and my purchase was based off of their inaccurate description. ****** wrote back and did not address my dissatisfaction, and only stated they gave me a complimentary box for the pendant. (The cheap grey one, that comes with every pendant purchase) I was not impressed with this company at all, if it would not have held up the funeral I would have returned the items and purchased from another site. I emailed customer service back several days ago and have not heard back, about my second request for some type of refund, as they only fixed the item description after I received my items, and alerted them to it.
Desired Settlement: I believe the business should offer a refund of some amount, as I would not have purchased them, if the description was correct.
When the customer called, the items were still with the customer (this was a statement by the customer on the phone) we offered her to return the items without any cost to her, a free return and full money back. The customer decided to keep the two pendants and take them to the funeral home to be filled with the ashes.
Customer Reviews Summary