Unashamed about the level of service

I don't understand why Defy insists on using them for their repairs - this company does not begin to understand the meaning of customer service. Most of the time, you cannot get through on any of their contact nrs - when you do - you get the run around - it's as if no one there knows what they are doing. After not showing for two appointments to fetch my double door fridge/freezer, they eventually came out, with two guys - two guys to pick up and remove a double door fridge - this was a problem, so in the process my fridge was damaged - I phone the office to make them aware of this - I have yet to receive an email or phone call to confirm what they are going to do about the damage. They've now had it for over a week - I am still waiting for a quote to tell me how much the repairs are going to be - and every time I phone them - as there are zero communication from their side - I get excuse after excuse - I simply don't understand how service providers get to give such shockingly unprofessional service in times when most businesses would be too grateful for customers to keep their doors open???