Appalling service & customer care.

I booked a hire car with Easirent online in September 2017 after being pleasantly surprised by the price for an economy car which is all I needed while visiting friends in Manchester. Unfortunately my flight was delayed and despite phoning the office as soon as I possibly could to ask for my airport pick up I was left waiting in the cold for an hour. The reason given was that there was a driver shift change, there was a backlog of passengers due to many flights being delayed and the roads were busy. Why then knowing this did Easirent reallocate my car because I arrived at their office 2 hours after my pick up time?
No apologies for the late pick up or for the fact that they now did not have an economy class car to offer me. Any upgrade would have to be paid for. I was pretty stuck really and eventually took an upgrade car...the cheapest they could offer being 2.5 times the price of the car I had booked! The desk clerk was abrupt and didn't have any alternative to offer. When I phoned customer services to express my dissatisfaction they asked me to email them. I did this and recieved no response until I sent another email. They eventually responded with a factual...well you signed for an upgrade so....not exactly what I had been hoping for.