Abysmal 'Free' Service!

I've just had a terrible experience with Hillary's customer services. The service I received concerning an appointment I had arranged at a holiday apartment we had just bought, a few hours from our home left me seething. The advisor was due to appear anytime between 12noon and 3pm. We made a special journey to meet him there (we had to be at the apartment several days before but the advisor was not free then). We drove for two hours and sat waiting for the next three hours. I then rang Hillary's (un)help(ful) line to check that our appointment was still taking place be told the advisor had overrun on his last appointment and had another appointment after ours so would not be turning up - no apology, nothing, simply fact - 'advisors do overrun on appointments' and there's nothing we can do. When I mentioned the fact that we would have made a 4 hour return journey (the apartment isn't yet furnished so we could not stay over) and had waited 3 hours I was told 'well it is a free service' - certainly wasn't free for us and definitely no service to be seen. I had mentioned in the original call that we would have to make a special trip so Hillary's were aware of our situation. I suggested that perhaps I could speak to the advisor directly, as he maybe more sympathetic, to be told 'I don't understand what you're saying' After repeatedly being told 'that's something I can't help you with', I asked to speak to a manager and was told I would have to ring Customer Services on the Monday (the appointment was scheduled for a Saturday). When I asked for the number I was told that someone would ring me instead. However, the only call I got from Hillarys on the Monday was a message from the call centre asking me to ring back to rearrange my 'missed' appointment. Looking at Hillary's website, it advises that on making an appointment, an email will be sent to confirm, a text message will be sent the day before an appointment and a call will be made on the day - I received none of these. If this is how Hillary's treat a potential customers, what are they like once they actually have your order!