At Sarsfield Memorials we always do all we can to meet customer requirements. There are occasions though when that simply is not possible, but we will always ensure our service standards and contractual obligations are met.
We have been a family run business for 75 years and current managing director Ursula Sarsfield is the granddaughter of founder James Sarsfield (pictured left). Ursula provides herself in being attentive to customer wishes and guiding them in choosing a fitting memorial for their loved one.
Sarsfield Memorials prides itself on the fact it rarely advertises. Most of our business comes from personal recommendation and we get a lot of repeat customers, who return to us when another family member has passed away and a memorial needs updating.
When we supply and fit memorials, it is not simply a process of taking one off the shelf, inscribing it and erecting it at the graveside. There are local authority forms to complete, permits to apply for and in the case of bespoke designs, materials have to be ordered and shipped in from overseas. Inevitably, there are times when customers are frustrated by this but we will always explain the stages of the process and work as quickly as we can to fulfil the order.
From the point of initial enquiry, we aim to provide a full no obligation quote within a week, more often than not it’s within a couple of days.
We also aim to respond to any phone or email enquiries regarding progress of orders within two days. There are times however when we cannot say too much within these replies except something along the lines of “We are waiting for the council to issue a permit and that takes up to 12 weeks” depending on the local councils due to staffing levels and their postal systems.
The Covid 19 pandemic has posed considerable challenges for monumental masons. A container crisis has led to a delay in the delivery of materials and further disruption was caused by a blockage in the Suez Canal when a ship got stuck. This has meant we have been unable to fulfil many orders as quickly and we are thankful that our customers have been understanding. We have also honoured original quotations, absorbing increased costs ourselves.
What we are unable to do, regardless of any Covid 19 issues, is change the size or design specifications of an order after it has been signed off and deposit paid. Once the material has been ordered from our suppliers, we cannot send it back and ask for another colour or tone, all the materials we use are natural so there will be variations and once material is cut to size any changes will occur a significant expense. We make this clear to all our customers in the confirmation letter and when we collect deposits.
Our valued customers can rest assured that we will continue to provide the highest levels of customer service. When things aren’t moving as quickly as we both would like, we will explain the reasons for this and we will always ensure our service standards are adhered to. As a customer, feel free to contact us for updates, sometimes you will get a quicker reply by you contacting us, rather than waiting for us to contact you.