Very Upsetting Service

My Siberian husky named Fang was with us for 10 years and was like a family member. Boskruin Vet sent our Fang to the crematorium last week. He died on 27 June 2018. My mother phoned the crematorium shortly thereafter and asked if we could view Fang for one last time and be present during the cremation. The lady that she spoke to said there was already another family coming to see their pet so we couldn't go and view our Fang for the last time. The lady said that she would send the ashes to the vet by Tuesday 3 July 2018. The ashes have not arrived yet and we called again today. The lady that answered was rude and asked does our dog even have a name??? This is very upsetting and we would just like our Fang's ashes please.