22/01/2026
This is not an easy post to write.
Today, our staff experienced something that genuinely shook us.
While assisting a customer during the pickup of their beloved pets ashes, a disagreement arose over an item the customer believed had already been paid for. Our team did exactly what we are trained to do, we calmly reviewed our records, our payment system, and our hard-copy documentation and showed everything transparently to the customer.
Despite being shown clear documentation & receipts that the item in question was never purchased, the customer insisted our records were false and accused our staff of lying. Initially, the customer requested to purchase an additional item separately, but then changed course and claimed that item had already been paid for. When our records confirmed it had not, the customer stated he intended to dispute and charge back the entire transaction regardless.
At that point, in accordance with our policies, we refused to complete any additional transactions and asked the customer to leave the premises.
This is standard practice when a chargeback is threatened and the customer becomes aggressive.
What followed was frightening. The customer became verbally aggressive, and began posturing to our staff member and then refused to leave when asked, and then attempted to force his way back into the office after being escorted out. While our staff member was trying to secure the door and de-escalate the situation, he was injured. The encounter was recorded, and for the safety of our team, we had no choice but to contact law enforcement.
The customer left before police arrived, but a police report was taken. Video evidence of the assault, along with payment records and hard-copy documentation, was provided to law enforcement. Charges related to the assault were filed.
We understand grief. We work with it every single day. We lead with compassion, patience, and respect, even in emotionally charged moments. But there is a limit. Threats, intimidation, physical aggression, and attempts to coerce or dispute documented transactions are never acceptable.
Our team members are real people. They show up every day to help families during some of the hardest moments of their lives. Situations like this are rare, but they are real and they are scary.
We’re sharing this not to alarm anyone, but to be honest about the realities our staff sometimes faces while doing this work. We believe in transparency, accountability, and treating people with respect and we also believe it’s important for our community to understand that the people behind this service are human beings who deserve safety and dignity.
Thank you for your continued support and understanding. While we will always lead with compassion, we will also protect our people.
