You didn't say which handler you used, but from the sound of it, it was Signature!!!!!
As has been said, its luck of the draw..... some of the csr's are excellent, but a few are simply dreadful...... one in particular..... never ever smiles, every request is greeted with a sigh and a dropping of shoulders....... hoestly love, if you hate your job that much, go get another!!
There seems to be a recognised "dodgy" shift, and if you get that shift of csr's, just taxi past and go to Harrods...... lots of people have seem to be trying Ocean Sky or Harrods through sheer frustration.