"Not very professional"

I emailed this company on the 2nd December concerning some work needed on a Deputyship application. Having not had a reply by Friday 6th I contacted them by phone. They said the email needed to be passed onto someone to look at. After 5 days of inactivity? Then today, Tuesday 10th, they rang to say they wouldn't be able to take on the work. Had they said they could I don't think I would have used them. If someone needs chasing after 5 days they are neither client friendly nor professional.