Movers from Hell - Removals Review

We booked Top Removals after receiving high quotes from commercial removal companies. Everything was done over the phone, without thenm paying us a visit. I did find it all a bit dubious but we had no choice other than to trust them and a few decent reviews on the internet. There is no formal quote and you only receive a one line e-mail confirming the move date. 2 men arrived on time, we walked them through the flat and they seemed a bit surprised at all they had to pack, they did a good job overall with the packing although we had packed a few boxes ourselves, the job should have taken no more than 3-4 hours max to pack. It took them 6 hours to pack and load the goods into their van. They then stopped for food and to fill up petrol before delivering the goods and only turned up 2.5 hours later with our stuff as apparently they had a flat tyre & had to call the AA to help them. I was repeatedly fobbed off when I called the office to enquire where they were, they did not have the decency to inform uf of this mishap until I called them. Unpacking took over 2 hours with them taking cigarette breaks throughout. Overall, totally unacceptable behaviour and poor customer services. They charge you a flat fee and if you pay cash it excludes VAT but if you pay by debit card over the phone they charge VAT. Dodgy? I think so! There was no apology and no deserved discount for putting us through a thoroughly exhausting day. Made our move the move from hell! I will never use them again, I'd rather pay the extortinate fees of commercial companies and get a decent, fast service.