Poor customer service

0 rating is what they deserve. On the 18/12/21 i called doves funeral to transport my mother's body from home to their morgue at around 18h30 and they arrived around 20h00 ( the driver and his assistant apologized for taking long, i accepted the apology because they addressed us professionally and with respect) I gave them the declaration form signed by paramedic who certified my mom.they left with her body. On the 20th/12/21 I went to doves funeral boksburg and was attended by Mrs Reabetswe, I told her my mother's wish to be buried in my sister's grave, my challenge was I didn't know my sister's grave number,she said doves only keeps records only for 6yrs and later destroy them ,she advised me to go to the graveyard where my sister was buried, to look for the graveyard caretaker to assist, I went to the graveyard, the caretaker gave me books to check for my sister's records, he also told me that some of the books were burned down during the unrest some time ago. While going through the books, to my surprise there was no records of doves funeral, which is highly impossible that doves never conducted any burials ever in that graveyard. I informed Reabetswe ,she said she will consult her manager. She phoned back to say that her manager, said they only keeps records only for 6yrs. She said unkind words to me ,she said this to me" what type of relative are you for not knowing your sister's grave number in 19yrs of her passing " I was not expecting such words from her, during my moments of grieving.

21/12/21 I went to doves funeral boksburg, Reabetswe told that her manager said that they are unable to assist me with my sister's records, also if i want i can take my mother's body to another undertaker that's her words, I told her that i will do no such, since also being buried by doves funeral it was my mom's wish, and met with Mrs Nomvula the boksburg branch manager, she told me that doves funeral only keeps records for 6yrs and later transfers them to their storage, and that she can't guarantee that they will find my sister's records there.i felt that she was unwilling to help, cause she never took any effort to do so.she also said that they are new in office. I overlooked that,and now focused on using a new grave for my mother. Reabetswe gave me my mom's ID book and told me to go to the boksburg municipality office to print out my mother's municipality statement and pay for the grave, the teller told me that i need to bring the burial order in order to pay for the grave, I called Reabetswe, she said she will send someone to bring them documents to me. I got the documents went back to the line,and told to go to alberton, since my mom is from thokoza and it falls under alberton, I left for alberton municipality office, and told to start at the gromvlei grave site office first to receive the grave qoute, I informed Reabetswe about the issue. I went to gromvlei cemetery and told by receptionist that my documents were incomplete and that Reabetswe omitted some information in the forms,the receptionist called to tell her about my documents. The receptionist was surprised that i am the one doing the run arounds and not doves funeral representative

As Reabetswe did not include the death certificate within the documents she gave me. I later went back to Reabetswe to collect the BI as she promised i will get later that day, when i reached her, I was met with such disrespect, she was shouting at me ,cause i asked her ,if it's doves funeral standard norm to send the clients to do the run arounds for funeral arrangements. I felt soo alone and emotionally violated, I voiced out my dissatisfaction with the type of customer service i am receiving from her, she was unapologetic, and then i requested to move my mom to zamokuhle funeral morgue as i couldn't take the emotional abuse from her anymore , she gave me a bill to pay for taking my mother's body to another morgue. I paid immediately and zamokuhle funeral came within 30 minutes to collect my mother's body. I was so relieved that i took her. 22/12/2021 I went to gromvlei cemetery to request that they change my forms from doves funeral to zamokuhle funeral, thats when the receptionist noticed that Reabetswe gave me a copy of burial form instead of the original .

I send her a message that i need the original burial order, I went and collected it. Zamokuhle funeral arranged and buried my mother within 1 day on the 23/12/2021, she was buried with dignity and respect because of zamokuhle funeral. Doves funeral's slogan of saying we give comfort is actually the opposite, I have never been soo emotionally violated, worse during my grieving moments, when i needed support and comfort the most from doves funeral.i will never ever again use doves funeral ever and i don't recommend it to anyone.