Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I tried to send Flowers to a funeral home. I was duped into clucking on the Legacy.com webpage and placed an order through their link. It looked very official. The flowers never came, I was charged twice, and charged a same day delivery charge that was not requested I asked for a credit and it has not happened. They asked me to work their vendor to resolve the dispute. This is very hokie!

  Customer response

  01/22/2025

  
  Better Business Bureau:
  
  The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 
  
  Sincerely,
  
  ****-***** ****

• Initial Complaint

  01/07/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a tree at Legacy.com for my friends passed on great gramps. Unfortunately the site took my 50 dollars and didnt give me the tree I bought. I tried calling, but alas, to no avail. This brought me emotional distress and destroyed everything my gramps stood for. I almost said lived for, but then I remember he died.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/25/2024 I contacted them regarding an obituary notice they stole from our funeral home website then published with false information that has created extreme confusion & anger from the family. There was no permission given for this. They claim that they only take obituaries from partnering funeral homes but we have never partnered with them. We have been fighting for years to get them to stop. In the last two weeks we have had to force them to pull down two obituary notices they captured and put wrong information in. They continue to lie & say they only take the ones for the partnership & that we posted it. That is an absolute lie, we have never submitted an obituary to them for any kind of publication. They are scamming families to take their "candle" money. They state that they reach out to families (all though they have zero information) to let them know they can claim some of the profits from the candle sales as long as its within six months of the posting, otherwise they get to keep the funds. Interesting that if you never get a hold of a family to tell them this especially when you stole to obituary, seems as if they have a nice racket set up to scam everyone. They refuse to acknowledge any wrong doing all though they are the ones stealing the obituary notice, altering it with wrong information & collecting all the profits from the candle sales they families know literally nothing about. We never gave consent or agreed to anything from this company, there was never an advertising relationship.

  Business response

  10/29/2024

  Dear *********************** you for reaching out to us with your concerns and documenting your experience. We regret the issues that you have endured and that they have negatively impacted your client families.
  
  The funeral home contacted Legacy.com on 10/25/2024. At that time we immediately ceased obituary syndication from your website and emailed the funeral home to confirm their account details and the steps taken to resolve the issue.
  
  We believe that you have mistakenly identified Legacy.com with a website that aggregates obituary content since we do not have a "Light a candle" option on our death notices and have not received any removal requests prior to 10/25/2024. You'll find screenshots attached. Please feel free to reach out to us and we're happy to clear up any confusion.
  
  Your feedback is appreciated and has been shared this with our management teams in order to improve client interactions.

• Initial Complaint

  10/22/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I ordered flowers for a funeral service through Legacy.com. Flowers are not delivered on time for the service, they arrived two days later. They were also not delivered to the actual church but to the funeral home, left outside. On top of that once the flowers were delivered they were poor quality, not deluxe that we ordered the special flowers and quantity and quality of the flowers were both poor. I was notified the flowers were delivered with no information about the delay, the wrong location or a change in the type of flowers vs what I ordered. After following up on the flower delivery, I was offered a small portion credit on the amount paid. Totally unacceptable product and disappointing response from them, I will never use Legacy.com again.

  Business response

  10/24/2024

  Good morning, we are very sorry to hear of your experience.  We located your order, and it has been refunded in full on 10/22/2024.  Please allow 5-10 business days for this credit to appear.  Once again, our apologies for this unexpected series of events and any distress this has caused. 

  Customer response

  10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  08/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My father just passed away so I sent an obituary to my local newspaper, The ************* The cost included a Legacy.com link that would allow us to share the obit on social media. The next day the obit was printed in the paper with no issue, but we learned that Legacy.com had modified our obit on their link. A line was added which was clearly an advertisement by a paid sponsor. Here is the how the obit should end..."In lieu of flowers, donations may be made to **********************************************************************."Here is how the obit ends on the Legacy.com link..."In lieu of flowers, donations may be made to ************************************************************************* plant trees in memory, please visit the Sympathy Store.Published by ************ on Aug. 21, 2024"(with Sympathy Store being a link to the advertised business)We discovered this when a relative told us they had 200 trees planted in my dad's memory. While a very nice gesture we asked how they chose that way to honor him. They said that it was in his obituary and thought that was what we wanted. It was NOT.I have 2 parts to this complaint...1) The "Sympathy Store" add is placed immediately below the actual obit with the clear intention of making people think that it is part of the family's wishes.2) The "Sympathy Store" add is also placed above the line "Published by ************ on Aug. 21, 2024" also clearly meant to make people believe this is part of the family's obit. This ad was NOT published in the *************I have attached supporting pics.If this is Legacy.com's standard practice I can only imagine how many thousands of dollars they have stolen from the desired charities of grieving familes and diverted to their paid advertisers.I have not determined my next course of action, but this has "class action lawsuit" written all over it. I did let The ************ know about this but the real culprit here appears to be ****************.

  Business response

  08/27/2024

  Regarding the line, To plant trees in memory, please visit the Sympathy Store. First, we have removed this from the obituary as a proactive measure. We are able to remove it upon request and happily will do so anytime it is requested. The line in question, however, was not added after the fact. It was displayed to this user in the digital preview prior to purchase and publication so they either did not review their online obituary preview or chose to ignore it. I have attached two screen shots that show what this user would have seen had they previewed. 
  
  We appreciate that ******* took the time to send us this feedback, as its critical for us to hear from users. We have since taken the feedback in its entirety and shared it with our product team so that we can enhance and improve the user experience for all. 

  Thank you,

  Legacy.com Support

  Customer response

  08/28/2024

   
  Complaint: 22193309
  
  I am rejecting this response because:

  I approved nothing from Legacy.com.  The only proof I approved was one sent by **************** (shown in one of my original attachments) and it clearly does not show the "tree ad".  My complaint is not only that the tree ad was added, but that it was placed to clearly deceive the reader.  It was placed above the line "Published by ************ on Aug. 21, 2024" when **************** did NOT publish the ad.  I have no problem with them placing an ad somewhere else on the page, but do NOT place the ad where the clear intent is to make people believe that is what the family wants.
  
  Sincerely,
  
  *************************

  Business response

  08/29/2024

  When placing obituaries in this newspaper, consumers receive a free Legacy only obituary. When consumers reach the preview step, there are two previews displayed: One for the newspaper to show exactly how it will be placed in the print paper and One to show how it will display exactly on Legacy.com. Mr. Huene is correct in that the preview for the obituary placed in the ************ did not display the "To plant trees..." sentence as the text displayed in the newspaper preview is identical to what will be printed. However, ************** was in fact shown the Legacy.com obituary preview where this sentence was included as seen in the screen shot examples. It seems as though ************** did not review the Legacy preview which caused the confusion.

  These two examples are what a user would see when placing in the ************. Planting trees in memory is a low cost way to honor those who have passed and we're always more than happy to remove or modify this upon request as we have done here. For confirmation of this, please review the attached screen shot or visit this link: ************************************************************************************************************1hi6h5y*_gcl_au*MjA0NTQ4NTkzNy4xNzIzMDU1NjQ4 

  We deeply apologize if this caused any issues.

  Thank you,

  Legacy.com Support

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My brother died on July 19, 2024, at 69 years old. I was to handle the obituary, so I found legacy.com and did my best to write the obit and publish it in our small local paper in *******, ********. I was given a bill for over $500, which I paid immediately, to get the announcement in the paper. Today, I received a crumpled certificate regarding a tree that was planted for my Brother. When I contacted Legacy, I found out that I had PAID for this tree, which was the first I heard of that. I also found that the obit in the local paper was over 3x what it would cost to place directly. Why? None of this was even mentioned during my process on the website. I feel like they are taking advantage of people at the hardest time of their lives, and I am furious they ripped my sister in law off; they had no life insurance and every ***** matters. I could find NO WAY to sign onto their website to view a bill or my account. This was the first time I have seen a receipt with detail.

  Business response

  08/12/2024

  Hello,

  The customer did write to us as well, and we responded.  We refunded 2 of the items in full, including the memory tree and the memorial links.  We also expedited a new tree certificate to replace the damaged one received.  Lastly we refunded 10% of the cost of the obituary.  We were not able to refund in full, for the obituary did appear in the paper as it was ordered.

   

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Unable to use website all week due to pop *** that you cannot close. Pop *** are from all types of business Altice, McAfee and other companies offering scanning services

  Business response

  08/12/2024

  Hello,

  We have reached out to the customer via email, to obtain more details so we may assist with the situation they are having.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered flowers on 8/8/24 for a funeral. When placing the order the subtotal-$108, delivery-$12.98, tax-$7.45 for an Order Total of $128.43. Within 30 minutes, I receive the confirmation email and it says subtotal-$108, delivery-$21.98, tax-$7.84 for an Order Total of $137.82. This is a difference of $9.39. I agree that it does state "*Estimate-only. Local taxes and delivery fees vary based on delivery address." My complaint is how far off the estimate is from the true cost. Clearly, the system knows what the accurate delivery cost is if it can calculate it and charge my card immediately. This is very deceptive and a bait and switch model they are using to make people think they are paying less than charging more after you've entered your credit card information and placed your order so there is nothing you can do about it.

  Business response

  08/13/2024

  Hello,

  After researching this order, we found that the address was not entered at the time of purchase, and our company had to confirm the delivery address before actually placing the order, the charges where applied at that time. We always note that prices are an estimate.

  Customer response

  08/14/2024

   
  Complaint: 22111131
  
  I am rejecting this response because: the business states that they needed to confirm the delivery address. However legacy.com has all funeral information from the family in their system before flower orders can be placed. The family pays to post the obituary and funeral location information for attendees. This answer they provided is unsatisfactory and unacceptable. Again this is a bait and switch sales method to uncharge grieving consumers. They have the address in their system as it is in every obituary they post and claim that they need to confirm it to charge more. Flower orders should not be able to be placed unless a delivery address is confirmed with the family who post the obituary. This is an unethical practice that they are using to charge each customer more money and make more profit. I will never use this website again and will be placing flower orders on my own due to their unethical business practices. There is no reason one flower order is $20 shipping when all orders for one funeral go to the same location.
  
  Sincerely,
  
  *************************

  Business response

  08/16/2024

  Hello,

  We have responded to the customer with our apologies.  Due to the dissatisfaction with her experience we have refunded her order $68.31 which is 50% of her total order. 

   

  Customer response

  08/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently went on the local funeral site of my husband *********************** obituary and saw that they are selling keepsake memorial videos of the photographs displayed at his viewing. Since these are personal photos that include other people, and were only to be used during his private service I want them removed for purchase. I do not remember agreeing to the sale of this item and if I did it was during a time of confusion and grief. Please have this item for sale removed.

  Business response

  07/30/2024

  Hello,

  The customer also wrote to us on 7/25.  We replied to her on the same day.  The obituary page on Legacy.com did not have the video in question. The obituary she is referring to is located on the Funeral Home's page, we suggested she reach out to the funeral home directly. We also supplied the link to the page she was speaking of for her reference.  

  Customer response

  07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This website let someone post a fake obituary for ********************************* without our families permission. They purposely made fun of my mothers name putting asscraft instead of ********. In this tough time the company refuses to do anything because it was paid for. This is slander and should not be allowed to print an obituary without the family or funeral homes consent. We posted our own obituary and now this fake one shows up during searches. Horrible unethical way to run a business.

  Business response

  07/05/2024

  We informed the customer that the obituary in question was sent to Legacy.com for online publication by the newspaper and that we post the content exactly as it is received. The contact information for the newspaper was provided to the customer for them to directly reach out to them to discuss further. We also offered the customer a complimentary online obituary. We received a response from the customer that they would like to post an obituary for online publication.

  Customer response

  07/08/2024

   
  Complaint: 21936220
  
  I am rejecting this response because: my mothers name is still spelled wrong on an obituary from someone he didnt know. It is spelled as asscraft instead of ******** as a joke. Someone grieving real funny. Either remove her last name or fix it. You said you could do that with privacy concerns. I appreciate you letting me put the real obituary up, but when you search ****** theirs is the only one that comes up. Gave the cheap version so no one even sees ours. Pretty messed up. 
  
  Sincerely,
  
  *********************************

  Business response

  07/10/2024

  Legacy explained to the customer that paid obituaries cannot be modified unless it is at the request of purchaser or the newspaper hosting the obituary. The customer was provided the contact information for the newspaper. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩