ZERO STARS... This is why: My stepdad passed away in October. My mom ordered a thumbprint pendant for $295. My mom never got the pendant. They did the death certs wrong. Mom went in for them to fix them. Asked Marciella about the status of her pendant while she was there in-person. Marciella says she dropped the ball and hadn't put the order in. My mom says to just cancel it. Marciella says she can't just refund the credit card (not sure what the process looks like cause mom can't remember... cause it's been so long now). So mom waits for a refund in some other form, whatever that is (why didn't they do it that day??) Mom proceeds to call over and over AND NOBODY CALLS HER BACK. NOBODY CALLS HER BACK. NOBODY. She lost her husband and she is dealing with this garbage company that clearly lacks compassion for folks. She has called about 10 times, it's been months. MONTHS. She just wants her $295 back. Like people need more stress and grief when losing a loved one?!! To summarize: - Borthwick gets information incorrect on documents - fails to order memorabilia of loved one - mom has to follow up herself (actually goes in to get an update) - says to just cancel cause it's already been so long, we ordered her something else - and now she can't get her refund - NOBODY CALLS HER BACK - THEY WON'T PUT HER THROUGH TO TALK TO MARCIELLA - SO my mom is just dealing with extra stress caused by BORTHWICK Customer service is so important in general, but when you're dealing with clients that are already dealing with deep grief... CUSTOMER SERVICE IS EVEN MORE IMPORTANT. Borthwick - GET IT TOGETHER If you're thinking about working with them, this is your sign to keep looking. read more