"Huge disappointment"

I booked 2 men for 2 hours for moving 1 bedroom to an address that was 2 mins drive. I didn't have any large items apart from a couch which was dismantled already, boxes and a computer desk. From the beginning they complained that they were not going to be able to make it within 2 hours and that they didn't know the flats were located at the 3rd floor (although this was communicated in writing to the person that took the booking). The driver was spending more time pretending to arrange stuff in the van (for loading and then for unloading) than actually doing work. Both men were constantly asking for assistance with carrying from me and my friend who was helping. In the end, me and my friend ended up, most probably, doing more work than "helpful movers" to make sure that they won't overcharge. I did complain to the person who made the booking, who said that he's going to investigate, but never came back to me. Overall bad attitude, unprofessional (they were asking personal questions - like reason for moving, how much will the rent be etc.). They were carrying things half way, slow, lazy, ignoring instructions.