Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband passed away a few days ago. Without any notification or permission Legacy.com posted his passing while soliciting donations for flowers and tree planting. This is a scam! This is very disrespectful ! I want his name taken off of this web site immediately ! I think of all the loved ones Legacy.com uses for their financial gain without their families knowledge. Shamefull!

  Business Response

  Date: 10/15/2023

  Thank you for contacting us and we sincerely apologize for this inconvenience. We work with many partners Funeral Home and ****************** across the country to provide an online space for them to host obituaries after they are published. We would be more then happy to remove your husbands obituary if you can provide his name and date of death to **************** We look forward to hearing from you.

• Initial Complaint

  Date:09/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Legacy.com appropriated my father's obituary and added misleading links to purchase trees and flowers for my father's funeral against our family's wishes. The result is that our neighborhood communications director sent the legacy.com obit out instead of the correct one from the funeral home and the wrong charity is listed. We are collecting donations for Meals on Wheels, not trees. Additionally, the obit that legacy.com copied is incomplete as we got it out without listing the service information. It is pretty sick that this company is using people's deaths to pose as a real charity even though the family may not want trees planted. People have other wishes that have nothing to do with trees or flowers. My father was an active Meals on Wheels benefactor and volunteer. He was NOT green in any way. He wouldn't have appreciated this. What's wrong with this company making money in such a misleading way?

  Business Response

  Date: 09/28/2023

  Thank you for reaching out and we sincerely apologize for this inconvenience. We can remove links associated with purchasing trees or flowers as well as update any service and obituary text. Please feel free to reach out to us as *************** if we can be of further assistance. 

• Initial Complaint

  Date:09/22/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $200 on 9/18/23 to have my loved ones obituary posted on Legacy & printed in my local newspaper. It was supposed to print in my local paper on 9/21/23 but didnt. I actually just left the office of the newspaper who stated that it wasnt printed because Legacy didnt pay them. And they say it is an ongoing problem. I am so devastated. This obituary was for my childrens father. He was a decorated retired US Navy veteran. He deserved better than what this business provided. I dont want excuses, I want answers and a refund for services that werent provided when they said they would.

  Business Response

  Date: 09/22/2023

  Thank you for reaching out and we apologize for this inconvenience. We have spoken with the newspaper and rectified the issue. We also confirmed that the obituary will run on Sunday 9/24/2023. Please let us know if we can be of additional assistance at ****************

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20642103
  
  I am rejecting this response because: The obituary was not published in the newspaper in the time frame promised. I had to do the foot work to ensure that it was published on Sunday. I had to drive to the newspaper, show proof that I paid Legacy, & have the newspaper call Legacy. All because Legacy failed to pay them. Now to top things off, there are three different entries on Legacys website. I want all but the original removed! It is confusing a lot of family and friends. Please refund my money.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/02/2023

  Good evening. Thank you for following up with us and we sincerely apologize again for all the troubles you had placing this obituary. We have fully refunded the order and you should see that reflect in **** business at the most depending on the banking institution. Please feel free to follow up with us at *************** with any additional questions or concerns. 

• Initial Complaint

  Date:09/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the daughter of **************************, his next of kin. I am emailing you in regard to the obituary you have posted on your website. I did not agree to have it posted on your website, nor do I want it to be. There was an obituary published by the funeral home online, which has since been removed in accordance with my wishes. I find it extremely disrespectful for your website to publish something especially concerning the memory of my father without the permission or consent of his family.

  Business Response

  Date: 09/22/2023

  Thank you for reaching out to us. We apologize for this and have removed the obituary. Please reach out to us at *************** with any additional questions or concerns. 

• Initial Complaint

  Date:07/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a tree to be planted and a star to be named in honor of a friend who passed away. The funeral home has no mention of my tribute. I used this company several years ago and received the same result. They are scamming customers who want to pay tribute to a friend.

  Business Response

  Date: 08/10/2023

  Good afternoon,

  We apologize for the inconvenience and any confusion. Thank you for sending your order information, we were able to locate your purchase. If you would like to send a tree certificate to the family please reach out to us at *************** with the recipients name and shipping information and we'd be happy to submit the request. 

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20395001
  
  I am rejecting this response because:
  I do not have ******************** address. The certificate for the tree and star named after him was supposed to be sent to ********************* in ********* **
  Sincerely,
  
  *************************

  Business Response

  Date: 08/16/2023

  Good Morning,

  Since the services are passed the recipient would not likely receive anything sent to the funeral home. If you wish to proceed with that option, however, just let us know and we can do so. Your purchase was also displayed on the obituary the day you made it so the family was made aware: (see attachment):
  ***************************************************************************************

  We have also provided a full refund since you were not satisfied with your purchase which you should see within 10 business days.

  Kind Regards,
  Legacy.com

   

• Initial Complaint

  Date:07/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased for my late spouse, SFC ****** ******************* Sr online obituary with both Legacy, and ***** Herald Newspapers, in ********* ** for permanent placement, July 2021. Because the second anniversary of his death is approaching and a memorial is planed I attempted pulling up both sites but neither obituary was found. I lost a Sister over less than 2 months, and am grieving and p paid Legacy for her obituary also, and have had to contact Legacy more than three times because of unauthorized, requested contribution links being placed on her obituary. I am reaching out for immediate replacement of all paid services. It is inconceivable that a disabled, Senior, widow of a Military Veteran should endure such injustice.

  Business Response

  Date: 07/10/2023

  Hello, 

  Thank you for contacting us and we apologize for the inconvenience this has caused. We were able to locate the obituary for SFC ****** ******************* Sr. and have included a link below. We would be happy to assist with any other obituaries you have purchased. Please feel free to reach out to us at ***************. 

  ***************************************************************************************

• Initial Complaint

  Date:07/10/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company used a bot to web-scrape information about my aunt's passing and post it to their website without our family's consent. They have incorrect information posted publicly regarding her passing and have not removed the obituary despite MULTIPLE complaints. We have tried calling their customer service line and it just brings you to an automated messaging system to "leave a voicemail." In addition, they have links to buy flowers or candles or trees in my aunt's honor to be delivered to the church where her service will be held but this is a FRAUDULENT function as the church where her service is being held DOES NOT ACCEPT FLOWERS OR CANDLES.This company is putting undo burden on a family that is grieving. This is absolutely appalling behavior and I am absolutely sickened by this website.

  Business Response

  Date: 07/10/2023

  Hello,

  We sincerely apologize for this inconvenience. Please reach out to us at *************** so we can be of further assistance updating or removing any information that maybe inaccurate.

• Initial Complaint

  Date:05/21/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid over $100 for an obituary for my father. In that obituary we asked for donations to be designated to a particularly charity in lieu of flowers. The Legacy page embedded at the bottom a link to easily donate to a chapter of the charity over ***** miles away from our home. There is no way to remove this link. We dont want people donating to this chapter my father never had contact with. We have requested this be immediately fixed. I am not sure how on earth something like this could happen and it is quite upsetting.

  Business Response

  Date: 05/22/2023

  Thank you for contacting us. We've removed the donation box from the Obituary and it should no longer be appearing online. Please let us know if we can be of further assistance at ***************.  

  Customer Answer

  Date: 05/28/2023

   
  Complaint: 20086276
  
  I am rejecting this response because there is still a purchase flower option that people are clicking on and spending money on flowers where Legacy is supposedly delivering flowers to someone. There is no where for these flowers to go. There is no address which has been provided. So people are spending money on flowers which cannot be delivered (or not to anyone associated with the deceased). This has been a very upsetting set of circumstances. 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 06/01/2023

  Hello, We sincerely apologize for the inconvenience. We have double checked the obituary online and can confirm the link to purchase flowers is no longer appearing. If you are still seeing it on the obituary page please reach out to us at *************** so we can further assist and troubleshoot. 

• Initial Complaint

  Date:05/09/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **************************************************************************************************************************************************************************************************************** (I've reported this to ******* as well.)*********************************************************************************************************************** These ARE ALL is a FAKE Obituaries for ***************************. They need to be punished for publishing fake information. Some of it is correct of course that he passed away. But it's an advertisement and when clicking on things in their "obituary", they take you to computer viruses or scams and even the funeral date is incorrect. They need to take down their sites immediately and the companies needs to be red flagged.Thank you so much for any help you may be able to provide. There's several more that I'm sending as well.*********, ****

  Business Response

  Date: 05/11/2023

  Hello,

  Thank you for reaching out to us and we apologize for any troubles. We are unable to remove links from other websites that are not affiliated with Legacy.com. We do host an obituary for ***************************. If there are any issues with it please have the notice purchaser reach out to ** at *************** with additional information so we can look into this further. 

• Initial Complaint

  Date:05/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BBB scoring= F A treasured 98 year old member of our family passed away. I live out of state so I ordered flowers at the link on her obituary ************************************************************************************************************************************************* I ordered on a Monday, to be delivered on the following Friday directly to the funeral home their site was linked to. The following TUESDAY I received an email saying your order has been cancelled. There were no available florists for the time you requested. Your refund will be received within **** business days. Its been a pleasure doing business with you. I live out of state! This was my last and only attempt to pay my respects to our loved one. Telaflora via Legacy.com has left us all devastated on top of the obvious grief and mourning, they robbed our last option to say goodbye. Then mocked us by saying its been a PLEASURE doing business with me?! I have receipts, dated time stamped, with order numbers if additional proof is needed.

  Business Response

  Date: 05/03/2023

  Good evening *****,

  We apologize for the inconvenience and trouble with your order. We do show a refund has been issued from the vendor. Please let us know if you have any additional questions or concerns at *************** 

  Customer Answer

  Date: 05/06/2023

   
  Complaint: 20011305
  
  I am rejecting this response because: a refund doesnt make up for our ONLY opportunity to share our respects and support at the funeral of our 98 year old loved one, as we are out of state.  Mocking me by saying its been a pleasure to service me after such a colossal error adds additional insult to injury. You failed in a business and moral level. I want you to send her family a complimentary planter at your own expense for the h*** youve put us through.
  
  
  
  *********************