poor service

My mom was booked for a seat, the bus was almost 2 hours late when it picked her up and there was no seat for her,the driver pulled away while she was standing and she almost fell the toilet on the bus smelled bad and the driver did not stop for them to get off anywhere for refreshments, i called to cancel the ticket for the next Sunday home and I was told to email someone I did and they said I must send a copy of the ticket now after 3 days I have sent emails asking for our money back and still no reply i also called them and was told they will phone me this morning still nothing I will never recommend or use this service again.