Half a casket but full price charged!

I paid for an avbob policy for my mom in law.she passed away last week.we visited the umbilo offices last Friday to discuss the policy.we were shown a 'casket' which was a demo model.the outside was fine but the other caskets insides were padded and we were not told that this so called casket would not be padded.we had bonus crefits and funds due to us for a refund as i had over paid her policy a few times. When we went to bathe and dress my mom in law the casket which was actually a very deep n narrow coffin was not padded n had a plastic pillow.after speaking to the assistant I offered to buy another pillow but was told that the manufacturer sent the coffin in this way and that the guy would speak to the supplier.we were all in immense shock due to the death to argue at that point.however I must state that the coffin supp**** was terrible.for a great grandmother not one of her family members could see her properly or even kiss her goodbye.I feel that this is a huge ******* and something needs to be done. Having to deal with the loss of someone dear is a lot to deal with leaving out the embarrassment of having someone beloved in what looked like a rejected coffin....