Bogati Urn Company

My sisters and I ordered an urn for our mother, who passed on December 16^th, 2013. It took us a very long time to decide what to do with her cremains; for the longest time she remained in a cardboard box in my sister’s guestroom closet but that was obviously not a long-​term solution for the old gal.
We found a pretty urn, the likes of which we think she would have been happy with, at
, which apparently is also the same as the Bogati Urn Company, for they both share the same street address in Sarasota.
This urn is listed «Elegant Turquoise Enamel and Nickel Cremation Urn» for $ 159. It arrived quickly and, upon initial inspection, looks nice enough. However, not long after arrival, before the transfer of our mother’s ashes, the top of the lid came loose and fell off. Now obviously for $ 160, we are not getting a piece of museum-​quality art, but the turquoise portion of the lid, (they are calling the the turquoise portion «enamel») which seems like it should have been somehow fused onto the rest of the lid, just slipped off. Like it was an old bandaid or a stamp which had come unglued. What I am trying to get at is that it was very flimsy, as if it were just a sticker. Not a great exterior for our mother’s eternal resting place.
OK, whatever, these things happen, and like I said, it’s not like we paid top dollar for this thing. My sister called the company to find out what sort of adhesive she should use to fix it in order to avoid further damaging it. She also mentioned that she didn’t quite think it was in the warranty or return period, but want to check on that as well. She was on hold and was transferred and after explaining the situation, the individual seemed to immediately go on the defensive and assure her that it was not at all within the return period but afterwards grudgingly offered that my sister could perhaps use superglue.
Listen,
/​Bogati Urn Company. You are in the business of dealing with the bereaved. With grieving people. Humans who are dealing with heartache and loss and who are trying to navigate some very difficult emotional waters while they are purchasing one of your products. A MODICUM OF SENSITIVITY would be appreciated when you deal with your customers. I am not even insisting on sympathy, but some frigging sensitivity would be an excellent place to start.
When a grieving customer calls you with a concern, I would not think the sensitive approach is to snottily inform them that they are not within the return period. What is wrong with you? You say that you are sorry that they are experiencing a problem and what can do to fix it? You say — if you are allowed to do this within the confines of your role — that you are sorry for their loss. I repeat — not only are you in a position to provide customer service, you are providing these services to people who ARE IN MOURNING.
My brother in law will be calling back to escalate the situation and speak with a manager, so perhaps this review is hasty on my part and I am willing to change my write up to reflect what occurs, either positive or negative. But this initial interaction with
Urn Company has left me very unenthused and reluctant to recommend them to anyone or do any further business with them myself.