Wesley Media Reviews 111

This company was responsible for streaming the funeral of a friend’s mother so that family members in Australia could watch. Sadly, the service failed after just 48 seconds. While technical problems do happen, Lisa, the agent on the technical support line, was shockingly poor.

Lisa’s was genuinely one of the least compassionate customer service agents I have ever encountered. Her responses were entirely robotic, there was no sense of urgency, and she showed little interest in trying to help. She is completely the wrong person to be dealing with a live issue affecting grieving families.

In my own career, I have spoken to people at some of the most distressing moments of their lives. Even when there is nothing that can be done, you show empathy, you listen, and you at least make the effort to try to help. That is what people need in those moments. Lisa had none of those skills.

When I asked for an update from IT, the response was simply that “it’s down and they’re working on it.” No estimate, no explanation, nothing useful. I had to insist that Lisa contact IT again to try to obtain even a rough timeframe. Reluctantly she did so, only to return with exactly the same unhelpful answer.

I then asked to speak to a supervisor.

First, I was told everyone was on the phone. Then I was told nobody was available. Apparently, this contact centre operates with no supervisor accessible during a major service failure, so I was promised a call back.

Thirty minutes after the funeral had started, I received the promised call back. From Lisa again, not a supervisor. At that point she asked for the details of the funeral I had been trying to view, information that should obviously have been taken at the beginning of the first call. I was told someone would call again, but by that stage it was totally pointless because the funeral was nearly over.

This is an extremely sensitive service. When families rely on a livestream to attend a funeral remotely, failure is not a minor inconvenience. It is a once-in-a-lifetime moment that cannot be repeated. The lack of urgency, empathy and communication shown here was unacceptable.

Looking at their slightly over two-star Google rating, it appears this is not an isolated incident. Many reviews describe similar failures, occasionally followed by insincere replies from the company stating they are “sincerely sorry” and that the matter “will be investigated”.

If the system is this unreliable, either the technology is not fit for purpose or there should be proper backup systems at crematoria to prevent families missing funerals entirely.

I will be contacting Birmingham City Council, which operates the crematorium, to ask that they review whether this outsourced company is suitable for providing a service this important.

Funerals can be sad or uplifting. Monday's was uplifting. The venue (Hemel Hempstead Crematorium) is relatively new, comfortable and well equipped. Part of being well equipped was streaming the service for attendees from far away or who couldn't easily travel.
The service organisation was highly professional and discrete. Well done Phillips of St Albans. A job well done.
For me, as a documentary maker who is preparing a book for my friend and newly a widower, I posed some questions to Wesley Media.
Two things happened. Firstly their support on first contact was exactly right and helpful, directing me a team who could help. Secondly, that team was right on target, able to provide the information and help I needed, but more than that. They sent me material withing a couple of hours that has proved hugely valuable in supporting the documentary-making process. If only many others could be so friendly and efficient. This review aims to 'catch Wesley Media doing something right'.

Not cheap. Remote automated service delivers very poor results. Funeral service had 10mins of nothing at the start, about 10mins of actual useful footage but lost the rest of the service when a temporary (1sec) power outage temporarily interrupted proceedings.
Wesley then charged £30 to each person that downloaded the useless footage on top of the £90 they charged up front for the video service.

Wesley Media are a terrible company. They recorded my cousins funeral service and there was a power cut. When we saw the footage, it had been cut off BEFORE the power cut turned power off! This meant that the only speaker wasn't even recorded!!!

When I asked what the story was, Wesley Media tried to make it sound like there were technical reasons which I absolutely don't believe - they either stopped recording before the speaker, or someone edited the footage. Their reason was that the file corrupted, but why then was the start of the service recorded (when nothing was happening)?

They also tried selling the footage (of nothing!) to people for £30. Only when I challenged this did they say they would refund any purchases made.

I challenged them again about the 'lost' footage and they continued to show a complete lack of empathy and care for the customer, or our cousin who had just farewelled his wife. Terrible experience that did not help with the grieving process. This company is to be avoided at all costs.

Be sure to check Google Maps reviews for this company - this paints a more accurate picture.

I was trying to establish the origin of a Visual Tribute at a recent funeral and spoke to Wesley Media during my search.
I spoke to an extremely helpful lady called GEM who helped and guided me in my mission !
GEM was very constructive in her suggestions and my objective has been achieved.
Wesley Media did a superb job on the recording of the attended funeral and they have my sincere gratitude. Particularly GEM who was vital in my search !

A beautiful presentation to pay tribute to mum. Thank you

Wesley Media were fantastic in arranging the multimedia for my Dad’s funeral. Their staff were incredibly helpful as we had some odd requests, a video clip, a photo montage and some personally recorded music excerpts. They communicated very quickly when we had a problem with a couple of pictures not loading but dealt with it expediently and professionally and the result on the day was seamless and perfect. I know my Dad would have totally approved. My sincere thanks on behalf of my family.

I was put in touch with Wesley Media through my funeral director.
As I have family living in Australia, Denmark and south Wales who couldn’t attend my late Mam’s funeral, we decided to have the service live-streamed.
What can I say! Having never used anything like this before, Wesley Media were amazing!
I wanted to do a reflective piece with photos to a certain song, and Wesley’s sent me the link to set this up, about two days before my Mam’s service they contacted me, as they said they would, showing the photos I had chosen and linked to the song, even displaying the time line for each photo!
My sister lives in Australia and voice recorded her tribute, which again Wesley’s set this up and it played perfectly, she was very clear, infact people who attended actually thought she was speaking live from Australia!
Wesley Media then sent the link and a login pin 5 days before the service which I was able to send to relatives and get them to test it out.
I can honestly say the fees back has been incredible, family who couldn’t attend have said they “felt like they were actually in the service!”
I would highly recommend Wesley’s, and because I spoke at my Mam’s funeral, I was able, a few days later to watch the service again.
Thank you Wesley’s for your incredible detail to making my Mam’s day beautiful.

I am trying to retrieve a file, Heather Johnson VT only.mp4. We paid for this,

My file didn’t open by the date given of my mums funeral and now it was deleted! They managed to recover my file and I’ve given an updated review. Thanks

Wesley media failed to record the funeral, even though we had clear evidence that it had been requested via the funeral directors. Took money for recording, but refunded it without a word. No apology or any communication at all. Poor.
[UPDATE] I have now had some helpful communications with WesleyMedia, who have taken my complaint seriously.

Disappointed that the funeral stream didn’t work for anyone so many people missed it. It seems to be a regular occurrence for this company. Shame on them.

Wesley Media Players are easy to navigate and use. Wesley staff are friendly, helpful and patient. All communications are responded to in a timely manner and support from the team has always resolved any issues.

Wesley Media organised the photo tribute for my Mum's funeral. It was an easy process to upload the photos and also easy to send any notes about them. Some of the photos I had sent were not very sharp as they were old very small prints and I was very happy to see that when they were projected at the Crematorium they had managed to improve these so they were sharp when shown on the large screen. The music we had chosen to accompany the images was timed perfectly to end at the same time as the slide show. Overall our family were very pleased with the lovely tribute to Mum that they had provided.

Failed stream and recording

The funeral directors we went with instructed Wesley Media, the live stream didn't start until the final third of the service and so all the euologies from the family were missed. The recording similarly didn't start until that moment.

A monumental day to say goodbye to my Dad that we can't look back on because of the incompetence of this company. They had very little sympathy and pointed to their terms and conditions.

Avoid using them at all costs.

Thank you so much for the video link and visual tribute link I purchased for my mum‘s funeral… throughout the experience with Wesley I found them to be helpful, considerate and understanding and then going above and beyond a month after the funeral regards a query I had, thoroughly recommend this company

Was able to see my late uncle's funeral after the fact thanks to this service.

Worked flawlessly for me, thank you for the memories.

During a recent family funeral we were supported by the Wesley Media team who with the Crematorium provided Audio/Video and Streaming services. Although this was new to us the whole process was seamless and I have nothing but praise for the whole team. Our tribute during the service involved a still image, slide show and several pieces of non mainstream music played at various points. The whole process was seamless from the photo upload and sorting process, the confirmations received and even the checking options to make sure the music was correct (which surprised me given the tracks selected). Even after the service when sorting out access the team have been nothing short of outstanding in their compassion and support. My sincere thanks and recommendation to all for any of the work that is done by the Wesley Media team.

I received a recording that had a huge mistake from a third party Wesley media very very kindly helped to rectify what had happened..and I'm so grateful to them. I would recommend using there service it's 5 star and more .

Easy to navigate to, clear visuals, well placed camera and decent audio all combined to ensure I felt part of my best friend’s dad’s funeral, which was poignant and peaceful.