Booked Grayhound but got Big Sky coaches

I bought a Grayhound dreamliner bus ticket from King Williams Town to Pretoria. I booked this because I wanted to be as comfortable as possible. The bus was supposed to pick us up at 20:15 but we were sent SMSes stating that the bus is delayed by 1hr15min. We waited and the bus arrived at 10:30pm. The bus was Big Sky coaches and is the worst bus I've ever seen. This bus took us to Bloemfontein to get the Grayhound bus and was very uncomfortable. Imagine I paid for Grayhound and instead I get Big Sky coaches which I've never heard of. I sent Grayhound an email and they never responded, I feel like I deserve at least 40% refund.