Co-op Reviews 

I attempted to arrange a prepaid funeral plan with the Co‑op and was advised that someone would contact me within 48 hours. No one did. I then visited the Cleveleys funeral home in person, hoping to make an appointment or obtain information. I was told that the only staff member authorised to discuss funeral plans was not on site, covered a large area, and was too busy. I was unable to make an appointment, receive guidance, or even be given a leaflet.

This was distressing, as I had chosen this moment to make an important and sensitive arrangement. Instead, the process appeared entirely dependent on the availability of one individual, with no alternative support offered.

I submitted a complaint, which was not upheld on the basis that there was “no record” of either my call or my visit. Given this, I no longer have confidence in the Co‑op and have decided to make arrangements with another provider.

We could not find a fault in how we were treated. Our agent "Vivian" was exceptional, taking time to explain the various "packages" that were avaliable and then support our choices. The whole process was handled with sensertivity and caring. Thank you. P & M F

Terrible experience at a time of mourning.
The Case Worker assigned to me was the most unprofessional person I have ever had the misfortune of dealing with, she took up to 10 days to reply to emails, got important information wrong and was clueless as to what she should be doing at every stage.
I have never had to complain so much and in so much detail.
It took 2 years and should had taken a few months.
AVOID THEM.

Incredibly abrupt and unfriendly person on the phone when I enquired about funeral plans.
No asking about my circumstances, or any advice, despite their "friendly personalised service" advertising.

Abysmal customer service,wrongly charged for funeral services after contacting local branch, was advised to raise a complaint as they had processed the refund its all down to head office one month later still waiting for refund. When you phone complaints stock answer is its down to the finance dept , all I can do is email them ??? If I had not been charged for a free service I would not be in this position. How many more people have been overcharged and not challenged the invoice .

Mother wanted myself and sister to arrange a pre-paid funeral but she didn’t want to know about it. All funded by Mother.
So as dutiful children in October 2016 we made the arrangements with the Worcester branch. It didn’t really matter which branch, as after all the Co-Op is the Co-op isn’t it?
Well as it turns out no it is not the case!
Sadly Mother passed away late Saturday evening 17th November 2018, she lived at a care home in Kidderminster. Clear instructions where given, that Mother must be transferred to Kidderminster Branch to await certification by her Doctor and then transferred to Redditch in preparation for the service in Redditch where our Father rested. A little complex but there were few options as outside of Doctors surgery hours for the medical certificate to be issued.
We visited the care home on Sunday and enquired as to mothers where about and it turned out that the Co-op had transported Mother to Stirchley! No idea why but this seemed to complicate the process of obtaining a medical certificate so we could register the death within the specified 5 days.
Anyway 3 days after Mothers passing we obtained the medical certificate, registered the death and called the Redditch Funeral home to make arrangements. All falling into place, meeting was arranged on the Thursday to go through arrangements. All paid for by Mother so easy you may think.
On the Wednesday afternoon we received a call from Co-op Redditch informing us the plan had not been paid in full and that before we continue an additiona £150 needed to be paid! Mother hated debt and now the Co-op is classifying her as a debtor.
We were confused as believed we had paid in full with the deposit on the day of arranging the plan and issuing a cheque for the balance the following day.
We now needed to ring a Manchester number to get mother out of debt!
Prior to this we searched bank statements for that period and found the two payments paying for the plan in full. Contacting Redditch again we explained this giving receipt numbers. This was passed onto Worcester to investigate.
Now the net results seems to be Worcester contacted Redditch to chase a debt that did not exist then worcester blamed Manchester for the error and Redditch for contacting us.
All very confusing and not something you want to have to manage during such a time. Why would the Co-op leave it until Mothers passing to raise such a debt causing stress and not be able to adhere to simple arrangements or even tell us if the transfer requirements were not achievable.
Let’s hope the rest of the arrangements go smooth.