PetPort - disgusting service

We arranged and booked with PetPort well in advance to move our 9 pets to Cape Town from Gauteng. They were due to fly to Cpt on 19 March. PetPort's service up to then was good. However, on the day of collection everything fell apart. They could not give me times as to when they will do the collection from my house, on the day, surely they plan these things ahead of time? I could understand if they could not give me a time before hand, but on the day, surely they should have known. Then the driver left with not enough crates, he had to turn back and collect more crates. PetPort had to change the flight times to later options. My husband was waiting for the kids in CPT and took the day off from his business to be there upon arrival. However, after the huge mess up, the kids only arrived in Cpt late evening on the 19th. This resulted in my husband loosing money as he took the day off for no reason. I also took the morning off work, however, due to PetPorts bad planning, I was forced to take the full day. I had to treat my employer, the way PetPort was treating me, and that is disgusting. I spoke to a manager at a stage, her response to this mess up was "but you have 9 animals we are transporting" as if this whole messed up situation was my fault? I gave PetPort all the information they required, they knew exactly that I live 1 hours drive from OR Tambo, they knew the sizes and number of pets. The morning of the 19th I called PetPort Johannesburg, I spoke to Jennifer, upon asking her if she knew if the driver has left yet, she started asking me what the sizes are of the dogs and what breeds they were. She was so surprised that there were 9 pets to be collected, as if they were never told about it. I would not recommend PetPort to anyone. It was the most stressful day, mostly for my kids, they were so upset and tired. The driver left our house at 12:55 only. We lost so much money, I strongly feel it would have been less stress on the kids and us if we drove them down to Cpt instead.