After my family chose to use All Paws Go to Heaven for our dog Sam, we were excited to use the company again when our other dog, Girlie, was euthanized in December. However, there were continuous mistakes that made our experience anything but dignified. The first mistake occurred when Girlie was accidentally cremated with other animals instead of being held for individual cremation. As anyone can imagine, this was upsetting, but accidents happen - it's a part of life. We were so very appreciative of the empathy and heartfelt apologies the staff expressed when they delivered this news. However, when our gift package was delivered, it was missing the promised candle and one of the necklace charms, which felt like another blow to the heart. Last, and most troubling, was the lack of communication when I reached out to try and address the situation.
I sent an e-mail January 13th, and on their website a week later. For full transparency, Girlie was cremated between Christmas week and New Year's Day, so I understand my not contacting the company until January could seem as getting late to the game. However, I have yet to hear from All Paws Go to Heaven for even that type of feedback. My hope is that future communication between my family and this organization may occur to improve the situation, with the expectation that we could at the very least get what was paid for: the candle and second half to the "best friend" charm.
We were touched by our first experience with All Paws Go to Heaven because they provided excellent care for our grieving family. I hope our second time using the service will not be permanently tarnished due to a lack of communication and customer service by Management.
Kindly,
Kathryn
E-mail/Message sent to the company:
"Dear Christine,
Recently, our dog, Girlie, was cremated with your organization. However, she was cremated early by accident, along with her collar and tags. Additionally, we also did not receive one of the "best friend" charms nor the candle that is sent to patrons of your service.
While the heartfelt apology for Girlie's unexpected cremation was greatly appreciated, I wonder if something else can be done to help ameliorate this experience? Girlie was my childhood friend and unfortunately, I won't have the opportunity to have a final goodbye with her. When we had our other dog, Sam, cremated with you a couple of years ago, it was your kindness and attention to detail that led us to choose All Paws Go to Heaven again to honor Girlie's death.
Thank you for your time.
Sincerely,
Kathryn" read more