Greyhound poor service

My kids booked tickets from Midrand to Prince Albert. On the ticket is stated where they must be for pick-up. They waited at the pick-up location, as per the tickets. They waited more than 2 hours and phoned to ask if the bus was late. Just to be told they are not at the right spot and that is why they are not on the bus. They tried to explain that they are at the spot as per the ticket but the representative was rude and did not hear them out. I emailed Greyhound to ask if we can salvage the tickets but to this day, not even a sorry from their side. I also phoned in and was very frustrated and the representative told me not to scream - which I wasn't. We had to buy new tickets. Then we are told that there are 2 spots at the same bus stop (North and South) and that they need to be at the other stop. My question was so where on the ticket does it state North or South. Answer: It doesn't specify and that if they struggle they must ask the petrol attendants. There are also no signs at the bus stop to indicate which is North or South. This is really unprofessional. They need to make it clear on their tickets. To how many other customers did this happen and Greyhound just keeps making extra money.