Poor communication affected rating

They started off well within a quick response to quote request and confirmation of moving dates. The problems started when I requested a date change because we could move earlier than 1st anticipated. I struggled to get responses to my query to change dates. Eventually got hold of the Operations Manager who confirmed they could accommodate our dates. The move day came and we had no contact from the move team or the operations manager until 16:30 after having waited all day for someone to advise when they would arrive. They eventually arrived at 18:10 and completed packing at 20:30. One of the movers chipped a glass coffee table even before they had completed loading. Delivery was due the next day and I had no contact from the operations manager other than for him to harass me for the final payment, despite the fact that they hadn’t even arrived at the delivery address for offloading. Overall very poor communication and service from the office left a bad impression. The move team worked very hard and were efficient and had it not been for the poor service from the operations manager they could have had a better review.