July 2023 to February 2024 - ongoing issue, no final reply from management and no refund for missing pendant. I'm really upset by the poor management by the people who are decision makers in this company. The admin people on the phone are lovely but the people who should be resolving complaints are non-existent. Our cat passed in July 2023, 2 days before we moved overseas. We paid $480 for cremation ashes and a pawprint pendant. It took until the end of the year for the company to deliver the ashes to my daughter, with an explanation that something went wrong and that we wouldn't get the pendant but would receive a refund for it imminently. I sent an email on 7th December, to which got the reply "Thank you for your email yesterday. I have submitted your enquiry to our management team to investigate and follow up. They aim to get back to you within by close of business Monday. Take care and speak soon". I have not received any further communication and have not received my refund. I have chased again by email today, 6th February 2024. Wonder if I'll get an actual resolution this time?