Complaints Policy

Tell us first

Most problems are solved by a phone call. Call (780) 293-0873 or come to the shop at 10749 - 181 Street and ask for the owner. If you would rather write, send us a message with the name on the memorial, the cemetery, and what has gone wrong.

What happens next

• Within two business days we acknowledge your complaint and tell you who is handling it.
• Within ten business days we give you a written response setting out what we found, what we accept, and what we propose to do about it. Where a site visit is needed to assess a memorial, we will arrange it inside that window.
• Where we are at fault, we correct the work at our cost. On lettering, that may mean recutting. Where the granite itself is at fault, it means a replacement stone.

If you are not satisfied with our response

Ask for the matter to be reviewed by the owner directly. We will look at it again and reply within a further ten business days. If we still cannot agree, you may take the matter to Alberta's Consumer Investigations Unit under the Consumer Protection Act, or pursue it through the courts. Nothing in this policy limits your legal rights.

What we cannot resolve

Some things are outside our control and we will say so plainly rather than pass you around: cemetery permit fees and foundation charges, ground settlement caused by the grave itself, damage caused by cemetery maintenance equipment, vandalism, and errors that appeared on a design proof you approved. Where a complaint falls to the cemetery, we will tell you who to contact and, where we can, we will contact them with you.

Our record

We log every complaint, what caused it and how it was resolved, and we review that log annually. It is how the proof process ended up as strict as it is.

Last updated 15 September 2026. Headstones Edmonton, 10749 - 181 Street, Edmonton, AB T5S 1N3. (780) 293-0873.