My family felt very unwelcomed and our customer experience was very uncomfortable and stressful during our experience booking with them and doing service at their mortuary. There were many incidents that happened to my family and why they felt how they felt but these are just some of them. My family were first greeted by a "Do you speak english?" assuming we didn't speak English and we didn't even get a hi. As someone who just lost a loved one, grieving over it and having the employees hovering over us by sitting at the alters with us and standing watching our every move in the service room was very uncomfortable. It would have been more respectful if they stayed in their office and gave us our privacy while we grieved loss of a loved one. After all, we paid alot of money to get our service done there hoping to have some decency of respect. It may be a cultural difference but we like grieving in peace without being interrupted. When my family were setting up tables, the employees made them feel bad for setting up the tables. They were anywhere and everywhere our guest and family were. They would ask questions about clean up logistics while everyone was grieving and also announced during lunch and interrupted our service that recycles and garbage had to be separated. This should have been accounted for by having signs, separate bins for both, and even came to one of the main family members to address the issue without having to announce it and inturrupt the service. I felt I was uncalled for and very inconsiderate. When everyone went back to the alters for service, they touched our food and drinks in the kitchen without our permission and threw out some stuff without notifying us. It was so unprofessional. A guest was in the kitchen drinking her soda, went to the bathroom, came back and the employee said he poured it out the newly opened drink. Another incident was when 2 guest were crying at the casket and one of the employees decided to sweep at their feet while they were grieving, interrupting their grieving experience. The employees were also asking questions about plans for tomorrow's service when they saw 4-5 guest grieving at the casket. One guest was then explaining how they need some space and privacy to grieve alone as a family. That was the only time they finally walked off and gave us our privacy to grieve alone temporarily.

Overall, our experience was horrible and I would never ever want anyone else to experience the same way my family did especially after losing a loved one and paying all that money so that we can have an appropriate memorial and service for them.

Take-Aways

• We felt we were being chaperoned, rather than assisted.
• We felt a level of disrespect.
• We felt they lacked empathy.
• We felt they did not provide us privacy.
• We felt they wanted to rush us out by cleaning around us, constantly interrupting us to ask questions about little things that were not considered a high level of importance.
• We felt not listened to.

We can never get our precious time back. We can never replace the memories. We will never forget how we felt. We had family from all over who traveled near and far, and we didn't get our time to stay present with one another because the tone and mood was stolen from us.