Complaint Review: Dignified Caskets

When our son passed away tragically in a plane accident, on Aug. 13, 2013 we needed a casket shipped to Bishop CA by the next Tuesday at noon. It was the Friday night before-hand when I placed the order online. Oddly the total on the document Ilater ‘computer signed’ was $1492, not the $1250 for the Norwich Pine Casket I selected on the Website, so I presumed the difference was for shipping. The invoice didn’t specify. The website does say Shipping is free, but in the fine print says “additional charges may apply’.

Shortly after placing the order I got a call from a Matt Warner (odd his email address is tyler@dignifiedcaskets.com). He confirmed the price ($1492), order, delivery location, etc. and I was relieved when he confirmed it would be in Bishop CA by Tuesday Noon at the latest, (4 days later). Fast forward to Monday (day before casket is due). Got another call from Matt Warner that he miscalculated and later discovered that there is no 737 service to an airport near Bishop and that he needed an extra $200 to provide timely ground transportation. My heart sank – I had already planned the services/burial for my son on Wednesday morning. I told him I wouldn’t pay the difference as we had a verbal/written contract. I knew I could purchase a casket from the funeral home we had visited a few days before-hand as not I now didn’t trust ANYTHING Matt said. I told him to cancel the order. He told me there would be a re-stocking fee of 25%. I was outraged.

I immediately called AMEX and filed a dispute. I sent the following ‘text’ message to his phone (I was in no mood to discuss verbally further). “We had a contract for you to deliver the casket to Brune by tomorrow noon for $1492, which I paid. Please cancel the order - I do not trust you to deliver on time even if I do pay the extortion fee of $199 - I contacted Amex to also cancel the order. They will be doing an inquiry. I've spent almost $1,000,000 with Amex and they are keen to make this right for me. It's not about the $200 it's about trust and I don't trust you. If you attempt to charge a restocking fee I will personally drive to Utah or wherever you are and hire the best lawyer in your town and give them an unlimited budget.”

I promptly received a full refund (at least so far). So sad. Please do not deal with this company.