I had a sweet dog, Penny, for approx a year. She was a rescue from a puppy farm. Sadly, she became unwell, and the advice from the vet was to let her go. I made that heart breaking decision. I was told about Pets In Peace, and had been given a pamphlet. I decided that I would do this. When I was able to make the decision about my wishes, I spoke to an amazing rep from their customer service team. I was informed that once Penny was ready to come home, an area manager would be in touch and organise a convenient time, to bring her home. I missed a call from the manager, which he followed up with a text message, stating he would be in my area; that day, at a specific time. I replied to this text and advised I would not be home. I advised a time when I would be available. I received another call from the area manager. I advised (again) I was not home and that I would be home the following day after 1pm. The area managers tone and responses were very short, dismissive and quite honestly, insensitive. He responded that he didn’t know where he would be the next day, and that he would just keep penny in his van. The following day, I had not heard from him. My intercom buzzed, and it was a female area manager who essentially said she had said she has Penny. I buzzed her in, she come to the door, handed me a bag and said something along the lines of here’s penny; and turned and walked off. There was absolutely no notice of this happening, I had not mentally prepared. She was rude; insensitive and quite honestly, came across as being more put out. I paid approx $330 for this service, and the level of service I was told I would get, was absolutely unacceptable and disgusting. From being told they will keep Penny in a van until he can arrange to be free, to be made to feel that I created an inconvenience, and the returning is Penny, I ended up feeling like I was nothing but a payment fee and revenue, as opposed to a customer who is grieving the loss of their furbaby. I sent through a written complaint, I did receive an email from the QLD field team manager, there was an apology, and actions put in place such as the 2 area managers sitting in the contact centre to view how the level of customer service should be, and other training. Whilst I appreciate the response and support the retraining; it in no way made up for me paying for a level of service and compassion, that I did not get. When someone is emotional and grieving, being treated this way is completely unacceptable