Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/22/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mother passed away on July 19 2025 and her body was taken by After.com employees on that day (a Saturday).
  I was told that I would receive a phone call for arrangements on Monday July 22nd. I received a voicemail from my "care specialist" REMOVEDthat day. I then called back on Monday, Tuesday, Wednesday with no success in reaching REMOVEDin spite of empty promises from office staff. On Thursday I insisted on talking to ANYONE who could help me with the arrangements.
  I finally got a call back from REMOVEDwho said we'd been playing "phone tag" - except I was the only one reaching out.
  Fast forward to August 14th when I called for an update on delivery of my mother's ashes, which hadn't happened yet. Her service was scheduled on August 16th- a month after she died, which should have been plenty of time to receive ashes for burial. But I had to bury an empty urn.
  
  I was told by REMOVEDon Aug 14th that the "shipping label has been printed" but that no administrators were in the building that week, so the ashes could not be shipped nor picked up in person because no administrators were on site. I was promised resolution and a phone call the following Monday Aug 18th. No phone call on the 18th. On the 19th I called and asked to speak to an administrator about arranging shipment of ashes and was told that "REMOVEDhad to do it and he's not here today." On Wednesday the 20th I called and a representative REMOVEDtold me he was setting up delivery on Thursday the 21st at 10 AM. He then called me back an hour later and said he didn't have the authority to do that. On Thurs the 21st I spoke with REMOVEDand he said he was working with the administrators to set up a shipment date and would update me by Friday.
  At this moment on Friday the 22nd, almost 5 weeks since my mother died, I sit here without her ashes or any evidence that After.com even has her ashes or in fact cremated her. The amount of emotional distress this has caused is beyond repair.

  

  Business Response

  Date: 10/21/2025

  We want to start by sincerely acknowledging how painful and frustrating this experience was for you and your family. To not have your loved one present for a service is an experience we would never want to have happen. Losing a loved one is already a deeply emotional time, and it’s clear from your account that we didn’t meet the level of communication and clarity our standards reflect.

  While After.com does not guarantee a specific return-by date for cremated remains—because timing can depend on documentation, medical examiner releases, and partner scheduling—we fully accept that we should have set clearer expectations and proactively communicated when the process took longer than expected. This could have been avoided with better communication - the lack of updates, missed callbacks, and confusion around shipment authorization caused real distress, and we’re genuinely sorry for that.

  In response, we’ve updated our family authorization forms and internal workflow to clearly outline expected timeframes and ensure every family receives a specific communication checkpoint before and during the return of ashes. This change was made directly as a result of your feedback to help us prevent this kind of situation in the future.

  We deeply regret the emotional impact this caused and are grateful you shared your experience—it has directly improved how we serve other families. Please reach out to our team at [email protected]

• Initial Complaint

  Date:06/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They picked up my loved one’s body FOUR weeks ago, and I still have not received the ashes or death certificates. I’ve followed up multiple times by phone and email, and have received nothing but vague responses or silence.
  
  The lack of communication, compassion, and accountability is unacceptable. This has added unnecessary pain to an already heartbreaking situation.

  

  Business Response

  Date: 07/28/2025

  We sincerely apologize for the delays and communication issues you have experienced during this difficult time regarding the care of your loved one, REMOVED. We understand how this has added to your distress, and we regret that our service did not meet your expectations. Our goal is to provide compassionate and timely support, and we appreciate you bringing this matter to our attention through the BBB.
  
  To address your complaint, below is a factual summary of the key events based on our records:
  
  - The date of death was May 17, 2025, and the body was dispatched and picked up that evening.
  - The electronic death registration system (EDRS) record was created on May 19, 2025.
  - Medical information was submitted on May 20, 2025, with corrections resubmitted on May 22, 2025.
  - Medical information was accepted, and the attestation was sent on May 29, 2025.
  - Vitals were uploaded, and the attestation was received on May 30, 2025.
  - Documents were sent to the crematory on June 6, 2025.
  - Death certificates (2 copies) and 1 permit were ordered on June 6, 2025.
  - Cremation took place on the night of June 13, 2025, following a rush request.
  - Fingerprints were sent to the family on June 13, 2025.
  - The urn weight was recorded, and a shipping label was created on June 17, 2025.
  - The disposition permit was sent to the family on June 17, 2025.
  - The teardrop pendant was mailed on June 18, 2025, and arrived on July 14, 2025, via FedEx tracking number REMOVED.
  - On June 20, 2025, a USPS tracking number (REMOVED) was provided for monitoring.
  - The death certificate record was flagged by the state on June 26, 2025, due to a mispronunciation of the decedent's first and middle name; an email was sent to the  state to resolve this issue.
  - The remains were mailed out by June 30, 2025.
  
  Throughout the process, there were challenges, including the need for accurate medical certification, state processing times, and conflicting instructions from family members regarding authorization, addresses, and final disposition details (such as shipping to the Philippines). These factors contributed to the extended timeline.
  Regarding the death certificates, the application was submitted, but the state's flag delayed issuance. We followed up with the state vital records office to unflag the record and expedite processing.
  
  
  As of the current date, July 28, 2025, our records indicate that the cremated remains and related items have been shipped. If you have not yet received them, please provide any updated details, and we will immediately investigate the tracking and ensure delivery. We are committed to finishing the job as requested in your desired settlement, including providing the ashes, death certificates, and any necessary documentation such as the notarized certificate of cremation.
  We value your feedback and are taking steps to improve our communication and processes, including better handling of out-of-office coverage and family disputes to prevent similar issues in the future.
  
  
  Please contact us directly at your convenience to discuss this further or confirm receipt. We are here to assist and resolve this matter promptly.
  Thank you for your understanding.