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Exclusive: An Australian family is grappling with the devastating theft of a package containing their late mother’s ashes, taken in broad daylight. The incident has compounded their grief, leaving them shattered.
Kristenson and her brother are now enduring deep “distress” after the parcel, containing the precious remains, was heartlessly stolen from their doorstep in Sydney’s inner-east. “Nothing can replace mum,” Kristenson lamented.
The ashes of their mother, Lorna, were sent to Sydney Memorial Cremations in Roselands following her cremation on February 18. Kristenson had requested that the ashes be delivered to her brother, who is disabled and unable to drive. A third-party courier service was arranged to deliver the ashes to his apartment in Surry Hills for a fee.
After the cremation on February 18, Lorna’s remains were sent to the funeral director at Sydney Memorial Cremations in Roselands.
Kristenson asked for the ashes to be sent to her brother – who is disabled and cannot drive – and was told a third-party courier service would deliver the ashes to his apartment in Surry Hills for a fee.
The siblings requested to have the ashes hand-delivered and claim a staff member said this could be arranged.
However, Sydney Memorial Cremations disputes this claim and say this is not a service they offer.
“We explain to families that we use a courier (in this case, Aramex) to deliver the ashes and couriers can never guarantee face-to-face delivery,” spokesperson Spiro told Nine.com.au.
“We are appalled that someone would do this to a grieving family and have done our best to help, out of deep sympathy for their situation.”
Aramex Australia handled the delivery and notified Kristenson’s brother that it had arrived at 10.40am on February 20.
When he dashed outside to grab the package, it was already gone.
”We had asked for it to be hand-delivered, we didn’t want them to be lost,” Kristenson said.
“But they took a photo and left it outside a housing commission building in Surry Hills.
“[The courier] didn’t even press the unit number.”
A blurry photograph shows the ashes had been left on the ground outside the apartment.
The delivery had been marked with “authority to leave”.
He lives on the ground floor and the package was easily accessible to passersby.
“Your dealing with someone’s family member… and you put instructions allowing them to be dropped on a doorstep?” Kristenson said.
“We specifically asked for it to be hand-delivered.”
Her brother, who did not want to be identified or speak on record, blames himself.
“He said, ‘I knew I should have gone and picked it up’,” Kristenson added.
Spiro said Sydney Memorial Cremations have used a courier service to deliver ashes to hundreds of families and have “never encountered this situation”.
“Its neither Deborah’s or her brothers fault for this unfortunate predicament, as much as it is not ours or the couriers,” he said.
“We remain committed to assist in whichever way we can to recover the ashes.”
Kristenson said she spoke with neighbours and was warned of a surge in package thefts in and around the complex.
A nearby resident sent her CCTV footage of a man appearing to take packages from the building the day before her mum’s ashes were delivered.
NSW Police is investigating the incident.
A police spokesperson said no package thefts have been reported at that address.
Sydney Memorial Cremations agreed to waive the courier fee and offered to donate $250 to a charity in Lorna’s memory, but said there was nothing more they could do.
But Kristenson is aware none of this will bring her mother’s ashes back.
“My brother and I do not want another family to ever have to go through this pain and loss ever again,” Kristenson said.
“I hope something positive can come of this.”
Kristenson has contacted the Cemeteries & Crematoria NSW (CCNSW), which regulates cemetery and crematorium operators, for help.
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