Bad ethics and customer service

This is the worst real estate agency i have ever come across from a buyers point of view. I have been stuck in a transaction for a year and 1 month and the estate agent has no care in the world as the seller is giving them the run around and now dragging us along in the process as they don't know what to do. Emailed a senior and got absolutely no response which is absolutely pathetic. Estate agents also make promises but gollows none of them through