Can I first say Lucy was amazing from start to finish of funeral arrangements. On the day of our dads funeral due to current circumstances as our dads coffin was being taken into chapel one of the pall bearers unfortunately dropped the coffin on the step leading into chapel......I didn't receive a call from head office so called myself to ask what happened....I spoke to Laura who I now know is a manager she was rude an no empathy whatsoever she told me we did not drop the coffin but placed it onto the steps,also she said to me that mourners gasped as it was dropped which was off putting to the pall bearers!!!!!! Rude on the telephone my sister later phoned her to discuss this and she was just as rude to my sister saying we were giving you a "great" day.....I'm sorry Laura this was our dads funeral we were not looking for a great day!!!!!!! My sister phoned me after speaking to Launch in tears saying how rude she was to her on the phone.....the fact I had to call about this was not right I was expecting a call to explain what had gone wrong we could see the pall bearer was struggling going up,the steps but do not want to get them into trouble but a call explaining what had happened would of put us at ease a little on a difficult day......maybe Laura could have more empathy considering what line of buissness she is in....