Escalated Complaint: Unsatisfactory Funeral Service – Empangeni Branch

I am extremely disappointed with the service my family and I received from iCebolethu Funerals Empangeni during my father’s funeral, Thulani Robert Mpumelelo Mtshali, on Saturday, 6 December 2025.

We paid a Top Up fee for a funeral package that was meant to provide dignity, organisation, and professional support during a very painful time. Unfortunately, the service fell far below our expectation.

Key issues experienced: • My father’s picture arrived very late, only towards the end of the service. I had to personally follow up with staff during the funeral. • I upgraded to a casket with candles on four sides, but the candles were never lit. No one informed us that the casket needed to be opened, and no staff member took responsibility for this. • There was no guidance or direction at the hall, which caused confusion and contributed to delays. • The family car broke down when it was time to leave for the cemetery. Despite multiple attempts to jump-start it, it failed, forcing us to use private vehicles — an embarrassing and stressful situation given the package we paid for.

I formally escalated this matter and was told it was being handled, yet no solid feedback, resolution, or communication has been provided. This lack of follow-through shows poor customer care and accountability.

A funeral is a once-off, deeply emotional event. The mistakes made on this day cannot be undone. Based on the service received, I believe a partial refund is justified.

I would not recommend this branch based on my experience.

Zanele H. Mtshali