Was this bad service from the estate agent? Or am I being crabby?

Last week I agreed to move into a new flat, signed the tenacy agreement, paid my deposit etc etc. Before I signed the tenancy agreement, it was agreed that they would remove the old furniture (most of which was old and broken, or other people’s stuff, like an old matress for example). Today was my moving in date, and this is what happened in order of events:

1.10;00am.

I phoned ahead to the office to make sure that the place was prepared for me, which they said it was.

2.11:00am

I went to the office to get the keys, but the keys weren’t there, they were in a different office on the other side of London.

3. 12:30

Got the keys, went over to my new place. And found that the place had not been cleaned, and that someone had cleared out all of the tenant’s old food from the fridge and left it in black bin bags rotting in the middle of the floor, which had also made a huge puddle of old rotten food juice. They had also not taken out any of the old broken furniture. So I had to take a day off work, and hire a removals van for nothing. Am I expecting too much or is this bad service? This is also a high street name estate agency. What do you think?

Is this normal estate agent behaviour? Because I actually feel offended!!! What do you think? Is this bad service or am I expecting too much. This place isn’t like some crappy little bedsit, I was moving all my family over today and the place is costing my nearly £400 a week! What do you think?