Cape Town tour ruined

A friend of mine booked through this company for a Cape Town tour for 18-21 December last year. They booked us in a different hotel and did not communicate with us about the changes. We had to call and ask them. When we finally got to the right hotel our tickets for Table Mountain and Robben Island were not booked. We had to call them again. They only booked the Table mountain tickets on that day. We called AGAIN the next day to ask for the Robben Island tickets and they said that they couldn't book them and gave us an excuse about the weather. We called Robben Island tours and they told us that tickets were sold out! The company said they would give us a refund in 5 working days. This was 28th December. It's been a month now and they have been ignoring our emails. We paid for the full tour well in advance but only did half of what was included in the package. Very disappointed with the service and would like the fund please.