horrified

I had an extremely horrible experience on the 30th September when i was travelling to Durban from Johannesburg with my daughter. We booked a bus for 19:55 but the bus never came it was a long wait with no updates only to be loaded on star bus which didn't look ok with no toilets. The bus was full with not seats so i had no space to sit meaning i couldn't go. I was after 10 in the evening so i had to go back home. I want my refund and someone please fix this situation!!!!!