Very shady practices; playing games with a 'telephone tag' method of dealing with customer issues, claiming to sell genuine product but passing off fakes to the customer, failing to honor their own overnight shipping, and tacking on hidden charges. From other reviews I would say this is not an isolated incident - they have a long history of doing same and worse to other customers. We purchased a casket through their website for my deceased father who was to be laid to rest on Saturday, and we ordered on Tuesday of that week with assurance from 'Todd' the casket would be overnighted. It took almost 24 hours and several calls to the company to get an invoice. When we saw the charge on the card, it was for several hundred dollars more. Their explanation was packing and unpacking charges; neither of which was mentioned on the call when the order was placed. The process to contact this company is to call them, talk to a phone operator, and eventually, someone will return your call. Good luck if you have an issue and need to speak with someone immediately. The casket did not arrive Wed as promised, but late Thursday (after multiple angry calls to the company) and the casket was poor quality and was NOT the product or brand we ordered. There were numerous blemishes and cracks in the paint, and it almost appeared the casket was packaged before the paint was cured. The funeral home got involved and called the manufacturer, and provided evidence that this fraudulent company is purporting to be an authorized reseller (they are not), and they are selling an inferior product (FAKE!) and passing it off as the genuine article. My hopes are the casket manufacturer takes legal action against them for trying to pass off a cheap copy of their quality product. I plan to contact the other casket manufacturers they are supposedly a reseller for; I can only guess they are ripping them off as well. We captured proof (invoices, pics, video of fake product) of the ruse this company is trying to get away with, and we'll use that to ensure that the money is refunded. We did not accept delivery of the casket and ordered a new casket from the funeral home, who ordered us the correct model from the manufacturer, and they overnighted the casket. That prompted someone from the casketsite to become VERY interested in speaking with us, but they repeatedly called from a 'restricted' number. When we asked for a callback number they refused to provide it. Their message was no need to involve others, we could work this out directly with them. When we informed them of the fact they shipped us a fake product (confirmed by the Funeral Directors and a rep from the company that supposedly manufactured the casket), they acted like we shouldn't take someone else's word for it. REALLY? The manufacturer had us get pics and video and confirmed it was not a casket they manufactured, and it was a very obvious and poor quality fake. This company is preying on families in grief, and for that fact alone they should be run out of business. We will be contacting the Better Business Bureau and the Federal Trade Commission on this matter. This company does not deserve to remain in business.