Co-op Funeralcare, Beverley

Where to start... The day of my father's passing. It took 4 phone calls (cut off once) to get Co Op to come and collect him. Their systems had at the time been hacked / down so they were working manually - writing stuff down. I was told it would be quick. Each time I rang to see what was happening, I spoke with someone different who went thru the whole process of taking all the details down again, 3 separate times. Many hours later, a young woman and older man arrived to collect my dad. Whilst bringing his body down the stairs on a stretcher, the man carrying it from the back had to stop and go and throw up in our bathroom whilst my dad's body laid on the stairs for around 15-20 mins. He was puffing and panting doing his job, quite honestly I thought he may be having a heart attack. We could hear him downstairs being ill in the bathroom. This was hugely embarrassing for all of us. This guy clearly should not be doing this role, please take note Co Op, do not let this happen to anyone else. When we went to the Beverley Co Op office, my brother and I sat down with Lynn, who seemed very thorough and professional. She was having to do everything on paper due to systems still being down. We left feeling better about the bad start Co Op had gotten off to. When we had another meeting at the Beverley office a few weeks later to finalise things, we were dealing with Charli. She hadn't bothered to familiarise herself with our plan or anything we'd put in place previously with Lynn. Asking questions about stuff we'd already organised and agreed on. We explained the date of death was wrong and needed correcting for the 'order of service' booklet. When she emailed a proof copy of the order of service out the following week, getting very close to the funeral date, the date on it was still wrong. I pointed it out , along with another alteration needed, I got no reply from her. I followed it up and asked her to confirm she had received my previous message about the amendments but got no reply again. This was very stressful with it now being the weekend before the funeral in a few days. I will say the funeral director Michael was very professional on the few times we spoke on the phone and on the day itself. I have just today received an invoice for funeral costs this week from Lynn, dated 04.08.25 requesting payment, even though I have an email from from Lynn, via my solicitor dated 15.07.25 confirming payment has been received for the funeral costs !. The invoice itself was also addressed wrongly !, addressed to 'Holderness Road' , instead of 'Holderness Crescent', so could've potentially gone to the wrong person. I'm just flabbergasted with the amount of ongoing mistakes, blunders, clear lack of communication with colleagues or double checking of anything that one business can make. All from numerous staff within their organisation that are supposed to be handling your funeral. This is not what you expect from such an established company causing more stress than you already have during one of the most traumatic times you can go through in life.

Sent a complaints letter regarding my mums funeral over a week ago now, still haven't heard anything back from them. Would definitely not recommend, go with a small/family run local business that care more about their customers than just making money. Added many stresses to an already difficult time.

Excellent service from Beverley Funeralcare from 1st meeting to the last. Everyone courteous, kind and dignified.