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Other than my parents and some pets, I've never interacted with a dead body. However, before I met my wife, she worked in mortuary sciences (I don't know her title or anything, but she reconstructed and prepared cadavers in the back of a funeral home).
Based on the stories she's told me (as well as her stating this directly), when a dead body is out of view of its former loved ones, it often gets very little respect, such as you described here. To be fair, some of that is by necessity (to keep the body presentable) but sometimes it's due simply to the situation being mundane for the workers.
Also, it's very surprising to me that it took five hours for the pickup. Both of my parents' deaths were somewhat anticipated, but pickup was very prompt both times. That said, it was in a smallish town, so that might be related.