Silvermere Haven Pet Cemetery and Crematorium

NEVER USE THIS CREMATORIUM! My cat was sent to this pet cemetery as they had a contract with my vets but I wish I took the decision to choose my own. I received my cat back in the chosen sealed wooden urn (which I paid £258 for which personally should be refunded, even just a percentage) but when I opened the box a picked the urn up, I noticed something on my hand, it was my cats ashes. My poor cats remains were leaking from what should have been sealed. I called Silvermere on a Monday and I spoke to a lady that seemed like she was apologetic and wanted to help but it went down hill. They told me to return the urn to my vets, which isn’t local as it was an out of hours vets, for them to collect the next day (Tuesday), which I did. I then got called by the vets on the Wednesday to state that Silvermere made a collection but left my poor cat behind. I called them as I was so upset. If it wasn’t bad enough that I had to have my cats ashes on my hand, they now left him behind. I cried down the phone and they did not care. They told me “don’t understand what happened, all we can do is collect him at the weekend”. I stated this is not good enough, I paid good money for a respectful send off for my cat but they have not given this service. The lady I spoke to said she’d speak to her manager to see if they could arrange earlier collection. I was told that the manager said no and we’d have to wait. The manager couldn’t even be bothered to talk to me themselves on the phone. They did not offer a refund, I did not expect the full amount refunded but at least a percentage back due to the trauma of the ashes leaking and then them not collecting him to resolve the problem. They have no sympathy and care for the people they are dealing with. I’ve finally collected my poor cats urn again and there wasn’t so much as a note or a call nor email to apologise. It was the vets that called us to let me know they dropped him back to them but not the crematorium. They are in this business for the money, not because they care. I wish I never paid them for this service as it wasn’t a service, it was a nightmare and only made my time of mourning much worse and more painful. Shame on this company.

I would not recommend using this company at all if you care about the care and service of your beloved pet.We had asked for a paw print ahead of cremation (of which was noted down three times and we also called to confirm) to ensure we had a physical and tangible thing that we can remember her by. We only received the ashes and nothing else.We had contacted to ask what happened, and have heard nothing as to how this happened which was over a month ago. Awful service and customer service.I cannot believe how lightly this company takes a process that is so important to families and the grieving process.

I received my pets ashes back today, via my vets. They were beautifully packaged and I am extremely pleased with the service I have received. Particular thanks to the kind lady on the phone who called me twice this morning to resolve a small query I had. Much appreciated xx

Silvermere Haven were recommended by our Vets on the loss of our darling Angel Paws.This is my direct experience to help others In a difficult time.I found the company overall very efficient. Details were given, bill paid (I can see why some reviewers said what they did). I spoke to two ladies. One was kind and compassionate, the other would benefit from staff training in asking more than my dog’s weight & my credit card details. I was surprised at the distinct lack of empathy when representing a company such as this.Moving forward: Our Vet received Angel’s ashes back within a week. They were beautifully presented in a very lovely Alderly casket with a certificate of individual cremation. I have given a five star review on overall service, not the short coming of one telephone operator, who I personally found extremely cold.

Silvermere Haven were very good at providing a difficult service at what was a very emotional time. Pepper, my lovely bunny rabbit, passed away suddenly and I didn't know where to start, but Silvermere (after finally getting through to them via phone - press option 3) guided me through every step of what would be one of the most difficult journeys I would need to make. I also really appreciate the empathy and understanding shown by Lewis, who took care of Pepper every step of the way. Thank you all for making Pepper's final journey as easy as it could be.

Our Eddie was cremated here after crossing the rainbow bridge at our local vets Briar House in Broadstairs. On collecting him and bringing him home I have to say the casket and bag were more than I had expected and it was very emotional. But it's a massive comfort to know he was looked after with so much care and compassion so thank you very much. Andy

We arranged for our little cat Arky to be cremated here after we set him free from his pain. When we got him home, it was a very emotional time again, as the company had done a beautiful job of caring for our boy. The box is incredibly well made and the fact we received our boy back in such a caring manner makes this heart wrenching process slightly easier.

Really need to work on their empathy with their clients. Bearing in mind the people they speak to are grieving for a loved family pet, they couldn't have been more cold, bored or downright unhelpful if they'd tried. Will advise my vet's practice of how clients are dealt with. Steer clear.