This is heartbreaking and completely unacceptable. I chose Green Cremation specifically because they offered DNA retrieval—a $300 service to preserve my dad’s DNA with a simple cheek swab before cremation—so we could keep a piece of him for future generations, for family history, for comfort in our grief. Instead, they admitted in a voicemail that they “missed the window” and never collected it. My dad is gone forever, cremated, and now that irreplaceable part of him is gone too—permanently destroyed by their carelessness. There’s no fixing this; DNA can’t be pulled from ashes reliably. Their “solutions”? Offset the fee toward extra shipping for urns or a partial refund—like a minor inconvenience instead of a devastating, life-altering failure during the worst time of my life. I was already shattered by losing my dad, and this oversight stole something precious we could never get back. No apology or credit makes up for that kind of negligence. Families trusting them with DNA preservation deserve to know the risk—don’t make the mistake I did.
Response from the owner:Lina, I am deeply sorry. What you shared is heartbreaking, and we understand the weight of what was lost here. No words can undo that, and we take this situation very seriously.
You trusted us with something incredibly meaningful, and we fell short of that responsibility. That is not the standard we hold ourselves to, especially during such an important and emotional time for your family. We are actively reviewing what happened internally to ensure this kind of failure does not happen again.
We also recognize that what was lost cannot be replaced, and we regret that our initial response did not reflect its significance to you. That was not our intention, and we are truly sorry for the additional pain this caused.
We have refunded you the cost of what has been paid, offering a no-cost urn, and are shipping for no charge. Please let us know what else we can do in an effort to make this right with you and your family.