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    Borthwick Mortuary

    3.3 (57 reviews)
    Open Open 24 hours

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    Borthwick's customer service
    megan k.

    ZERO STARS... This is why: My stepdad passed away in October. My mom ordered a thumbprint pendant for $295. My mom never got the pendant. They did the death certs wrong. Mom went in for them to fix them. Asked Marciella about the status of her pendant while she was there in-person. Marciella says she dropped the ball and hadn't put the order in. My mom says to just cancel it. Marciella says she can't just refund the credit card (not sure what the process looks like cause mom can't remember... cause it's been so long now). So mom waits for a refund in some other form, whatever that is (why didn't they do it that day??) Mom proceeds to call over and over AND NOBODY CALLS HER BACK. NOBODY CALLS HER BACK. NOBODY. She lost her husband and she is dealing with this garbage company that clearly lacks compassion for folks. She has called about 10 times, it's been months. MONTHS. She just wants her $295 back. Like people need more stress and grief when losing a loved one?!! To summarize: - Borthwick gets information incorrect on documents - fails to order memorabilia of loved one - mom has to follow up herself (actually goes in to get an update) - says to just cancel cause it's already been so long, we ordered her something else - and now she can't get her refund - NOBODY CALLS HER BACK - THEY WON'T PUT HER THROUGH TO TALK TO MARCIELLA - SO my mom is just dealing with extra stress caused by BORTHWICK Customer service is so important in general, but when you're dealing with clients that are already dealing with deep grief... CUSTOMER SERVICE IS EVEN MORE IMPORTANT. Borthwick - GET IT TOGETHER If you're thinking about working with them, this is your sign to keep looking.

    7-16-21 go straight thru to the back for Maunakea Chapel
    Gail U.

    7-16-21 We used the Yelp directions to help us get here. As soon as you enter the driveway there is a security guard who directs you to the service you are here for. Further up there is a person that tells you where to park. The building was permanently signed Maunakea Chapel with a directional arrow. However on the left door there was a paper on it saying the name of the family. That entrance took us through the dining area where there were preparations of beverages on the left and bentos on the right. There were many tables for group seating. At the very end was the reception table where we dropped our envelope in a plastic container. A colorful bright blue program with the departed relative was on the front. There was a basket wirh pink designs on cello bagged cookies that said Thankyou. There was a tv with slide show in the dining area as well as in the chapel. There were two easels with photos of the person whose life was being celebrated. I noticed a beautiful bouquet and a sign saying Happy Birthday in bright pink glittery lettering. The person had passed in May. I asked is today her birthday? The two ladies manning the table said Yes, she would have been 95. Sad but thoughtfully chosen to say goodbye to her on this special day. In the chapel there were some people already seated in the pews. At the very front were several gorgeous wreaths, one was a huge heart made up of red roses. There was a table with the urn with a photo etched into it. We paid our respects to the family in the front row. Due to COVID masks were worn and an awkward pause, hug? shake hands? No, just brief exchanges. We planned to not stay since we need to babysit a toddler next week. As we were leaving a family member asked to take our photo and remove our masks. CRINGE!!! We were told stay, there's good bentos. We smiled and waved goodbye. More relatives arrived and one openly offered a hug. There's no way of getting around it. Stay safe everybody.

    Shantell C.

    Went to two funerals in just as many weeks. As extended family I was very happy with the grounds and staff. Covid protocols were followed, social distancing and frequent sanitizing. The pews were distanced, one entrance in and one out. Parking was a little tight but everything went smoothly both times.

    chapel
    Angel H.

    Borthwick Mortuary falls under the umbrella of Dignity Memorial. I've been here for a few funeral services. It consists of two chapels, the Maunakea Chapel and Mauka Chapel. Both are very nice and clean. When you walk in the chapel is on one side. The other side has dining tables for food and condiments. Borthwick also serves coffee and juices. You have to cater the food or bring in your own. The people who work here are pleasant. They're very knowledgeable about things pertaining to the funeral and services. You can hold whatever type of funeral that you want. I've been to Buddhist and Catholic funerals at this place. They can even print out brochures and bookmarks for the service.

    Nice air conditioned area for services. ..
    Nadine C.

    I've come here several times for services and never had a problem. The parking is fine and the attendants are friendly and helpful. The service area can accomodate different religious beliefs. The audiovisual system is great...i enjoy seeing photos from the loved one's past and learning mpre about them. The kitchen area has a sink and adequate counter space for food prep. The renovated restroom is clean and well stocked... there is potpourri and a live plant on the counter! The mortuary provided pens, envelopes, & a beautiful book with removable pages for guests to sign in and space for newspaper clippings and other memorabilia. Overall, we had many good experiences here.

    Flowers at muddy grave site

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    Page 1 of 2

    Ask the Community - Borthwick Mortuary

    Anyone know what the current Covid compliance rules in place as of 4/20/21?

    Not sure what the capacity is, but every other pew is folded up to allow 6 feet between pews. Masking is enforced, temp check and sanitizer upon entering dining area.

    View All 2 Questions

    Review Highlights - Borthwick Mortuary

    The building was permanently signed Maunakea Chapel with a directional arrow.

    Mentioned in 4 reviews

    Read more highlights

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