Bad customer service

I made a booking on the Greyhound bus leaving from Wolmaranstad at 9:40am. I received an sms at aboit 9am saying there is a delay. At about 10:40 I phoned and they tokd me the bus is 2 hours away. 3 hours later I phoned again because the bus still has not arrived. At 3pm they phone me saying they are using Eldo busses for the day and there is a bus an hour away. Due to circumstances beyond my control my son could not get on this bus. I phoned today asking for a refund. The refuse to give a refund. Basically saying that my son should have known that it would be a different bus. But we were only informed abiit this an hour before the 2nd bus arrived.