Whilst in the industry customer service is importnat and should never be overlooked, the above comment is not uncommon amongst other frustrated and perhaps inexperienced buyers.

You need to remember that the agent is employed to act on behalf of the vendor. Providing that the agent passes on all information, it is the vendors decision on whether he/she accepts a higher offer. If the agent is part of the ombudsman scheme, there is a clause stating that agent sshiuld charge fixed fees. Therefore, there is likely to be little financial incentive for an agent to 'gazump' you.

What is most likely to have happened by the sound of it is you've fallen in love with a property, placed a bid on that property, outbid by another purchaser and felt frustrated by it.