Firtree Pet Crematorium

We had our beautiful old German Shepherd boy Zeus put to sleep on Sunday at home. Lucy arranged everything the vet was amazing . I was able to laid down next to him as he passed away. We didn't feel rush . Which was amazing .Lucy kept in touch all the way through , we knew when everything was happening. Robert was waiting outside ready to take him away . He was amazing too. Zeus was brought back home two days later like we were informed he would be. With cast of his paw , I was expecting a print so was absolutely amazed at this. Thank you for that. Can't thank you all enough for care and thoughtfulness that you have given us and our boy . We appreciate everything you have done .Would definitely use this company again

If I could give zero stars, I would. Do NOT trust this company. I’m in the process of going down the small claims court and the reporting to the financial ombudsman. I’m still awaiting the £250 I paid for our beloved dog to be home euthanised. The service couldn’t be provided, (I understand that the vet may not have been available), but Jake became very nasty and his been promising to refund me since last Thursday. I’ve given my bank details to his mother (name as a contact on the home page) this eve. We’ll wait and see. Also worth noting that the last review was within 2 months, and equally as disappointing. Also worth noting that they’re another business with dog grooming attached to the company address. PLEASE don’t trust these people either your money, or your family pet.

In March this year we lost our 17yr old cat Fudge. As you can imagine we were devastated and Jake took care of everything for us. His service was first class, and we left a review which expressed our feelings.This week 19th October 2023 we lost her twin sister Toffee at 17.5 years and were equally devastated. We tried to contact Jake, but unfortunately he has been very poorly for a while and is not involved with the cremations at the moment, however Lucy and Robert have stepped into the breach and taken over. We arranged the cremation with Lucy then looked at our previous review for Fudge. Whilst doing so we noticed a few negative reviews which gave us cause for concern. We spoke with Lucy again on the phone expressing our concerns and she reassured us that although there had been a couple of issues, now that they were looking after things we could be assured that Toffee would be looked after in an appropriate manner. She was so reassuring that we decided to continue and have Toffee cremated there as we had previously arranged. Lucy said we should expect to be able to pick Toffee up again the following evening.As our cats were twins we said we wanted a larger casket than the one we had for Fudge, so that both could be together. Not a problem for Lucy she would do that and swap Fudge over if we wished, the pouches they use now are different to the one when Fudge was cremated, again not a problem for Lucy she would change the pouch so both were the same if we wished. We wanted both names on the casket so she had two brass plates made up, one larger than the other so again we could chose.All things arranged it came to the point where we delivered Toffee (our choice) to the crematorium PM on 24/10/23 and had to hand her over to Robert. He is a very pleasant and understanding young man who very kindly reassured us that he would take good care of her. Then we had the agonising 24hrs whilst we waited, (had we done the right thing played on our minds?) Sure enough as good as her word we were able to pick the casket up from Robert at 7PM on 25/10/23, a double casket with both names on it, we decided we would rather keep Fudge in the pouch she was in and swap her over ourselves.We cant really express our feelings highly enough of Lucy and Robert and Firtree for the service they provided at such a dreadful time for us and would not hesitate to use their services again.Finally we would just like to thank Lucy and Robert again and wish Jake a speedy recovery,Previously entered review:- March 2023The unthinkable happened last Friday evening, we lost Fudge, one of our 17 year old cats and to say we were devastated is an understatement. I’d seen Firtree pet cremation on my iPad so decided to contact them to see if they could take care of her for us. I spoke to Jake, who was very understanding and helpful during our phone call. We arranged to take her in on Saturday afternoon not really knowing what to expect. When we arrived Jake was waiting and guided us to an outbuilding where we laid Fudge out. Jake explained things to us in a very simple manner which is all we really could take at that time, he has a very good understanding of grieving families. The following day was Mothers Day so we hoped we could get her ashes back, but weren’t sure. I messaged Jake mid afternoon to see if it was possible and he said yes so we picked her up at 5:15. Our family were all back together again at home that evening. Not the best way of spending 48 hours! But we would recommend Jake & Firtree to anyone in a similar situation. His service was first class. Thank you Jake!

I can't thank Lucy and Robert enough for looking after our furbaby Jack, he was shown so much love and compassion, they were so caring and checked in with us while Jack was in their care and returned him home to us with some lovely little keepsakes to remember him!I highly recommend firtree pet crematorium!Thank you so much from the bottom of our broken hearts for caring for our beautiful furbaby it means the world to us! ❤️

Avoid at all costs. Excuse after excuse… If you want a smooth, stress free service with good communication just save yourself the heartache.Unfortunately me & my family have been on edge since the day we decided to use this company. We soon realised once our lovely Bella was collected that it was a big mistake choosing these people, but as they had her we thought it was best to see it through as she had already been picked up.We were told due to building work that we couldn’t drop her off so he would collect her. We agreed to this, he didn’t give a time & my mum was sat waiting for him for hours. He eventually collected Bella and that was that. I sat at home that night and cried knowing we had made a big mistake, I could just tell in my gut from the lack of professionalism and communication even though he reassured me on the phone I just could tell something was off. I knew I had to keep calm and go about things in a certain way as he had our dog and I honestly didn’t trust him.After awful communication and her ashes were dropped back at my mums 5 days later at around 10:30pm!!!!!!! After being told it would be 1-2 days. My mum was sat waiting the day before also for them to be dropped off which they never were.It seems this family who run the company are going through a lot, and apparently some building work is being done at the site. We did give him the benefit of the doubt. However I’m not sure I 100% believe everything said as it just seems like they’re buying time due to the lack of organisation. I understand we can have things going on in our lives, but as a business owner I think there should still be professionalism which hasn’t been shown, not once.Everything was done in the end, so I can’t really fault that and he did go out of his way to do us some ink prints as well as the clay prints. But it was done in dribs and drabs with no efficancy or timings. Like getting blood out of a stone. Told him I just want this all to be over please can you drop off the paw prints and he replied with “as far as I’m concerned it is over” so disrespectful when me & my family are still upset over our loss and waiting for things back such as the paw prints & certificate. At one point I honestly didn’t think he was ever going to drop them off. Told me the certificate and prints were in the post? Which made no sense to me. Why not just drop them off with everything else. I honestly thought he was going to use the excuse that they’d be lost in the post. Turns out they were never posed, so confusing and distressing - again he was just buying time, it was excuse after excuse. We were also overcharged, but at this point we just wanted it all to be over and done with. I honestly was sick and tired of chasing after Jake for 3 whole weeks for him to complete a service we had payed for. I can’t imagine how much longer it would have taken if I’d of left him to it and not followed it up.Please just save yourself the worry, heartache and stress and go somewhere else. The good reviews are old and unfortunately it’s quite apparent that this places standards have dropped massively since the death of Peter who originally owned the place. I really hope they take this review on board and make some changes to get the business back up the standard that it used to be.

We were recommended firs tree when our elderly dog passed away at home with us by 2 separate friends that had used them. It would seem the owner of firs tree died a year ago and it was taken over by his son. It’s very obvious the passion was his dads. The website states they offer a personal touch service and treat your pets like their own?? This is not the service we got. From the very start it was very unprofessional and stayed that way for 3 weeks!!! When our dog passed away at home we called them and was told someone would come and collect as the chapel was closed at the moment! That’s fine sat with our dog at home for nearly 7 hours while having our 5 year old around was heartbreaking. The lack of communication was dragging!! In the end asked if we could drop her off as he was waiting for a client!!!We pulled up to Jacob not waiting for a client but “fixing the misses car!!” In his words!!! Getting out with our dog in my arms I asked where I should put her? He opened his cars passenger door and said just put her on there and I’ll drive her down when I’m done!!! Looking back I shouldn’t have left her there!! It’s the last image I have of her!! But feeling I had no option at this point we drove away. I messaged both the owners later which were read and not replied to!!! I’d felt awful leaving her there,We spoke to Jacob about having a daughter who would benefit from a paw print as I knew they offered this service. I offered to pay for them but he said no I will do it included.The following day I received a message to say “all is well” “he’s the bank details!!!!”I paid but felt it all very unprofessional.Tuesday night at 11.15pm Jacob knocked on our home door with our dogs ashes!! I still can’t believe a professional company would go to a customers house at that time!! I was just glad to have her home!!We were told her paw prints were drying and would dropped off towards the end of the week,We are now 3 weeks down the line after a few messages which I believe are just lies?? They have been shut due to building regs? If the prints were already done surely that doesn’t matter? And then he’s had to go abroad last minute now and doesn’t know when he will be back!! Not even so much as a sorry!!The only recommendation I will give is to avoid this company!!! Most of the reviews seem to be from when the original owner was running it???

I'm unsure who I spoke to via text but from the moment I made contact I was spoken to with nothing but respect and kindness. I was sent all cremation options after we sadly lost our little hammie. I wasn't forced or pushed into anything. I only felt really comfortable discussing what we wanted for our girl. Jason came to collect our girl for a small and reasonable charge. He was lovely and said he would look after our girl on her way to the crematorium. I was supported via text after she was collected because we where all so upset. This company is lovely and super supportive. We had our girl back home in 24 hours. I wasn't expecting to receive locks of her fur and paw prints. I felt this was an extra special touch and a lovely thing for the staff to do. Lovely company and everyone is so helpful, supportive and kind. Thank you for looking after our girl.

My pet rat Eartha passed away and me and my partner were devastated, this crematorium took care of our girl and were so considerate during this difficult time. Really lovely staff, very supportive, and amazing service. Eartha's ashes were put in a velvet bag in an engraved box and we even got to keep a little clay paw print, so special and made a thoroughly sad time a little bit easier to deal with. Thank you for your work.