Devastated new customer

I was going home using a bus for the first time Worcester to Queenstown we both the ticket on the same day I won't lie the reason I picked their bus is because they were the cheapest. But because of that I waited at the pick up point from 16:00 till 21:00 and the bus was no where to be seen the workers at the garage told that is something that happens all the time and that a few days one of their clients had to sleep there as there bus did not arrive. When I tried to call their head office no one answered the call and I was told I should go to their office and show them my bus ticket when I get home in Queenstown they will refund me but till date am still waiting for that refund