I need my refund from shoprite

I booked a bus ticket at shoprite. The bus was supposed to depart at 16h30 on the 24th of December 2021 at bosman Station Pretoria. I sat there and asking around if anyone knew where the bus or coach's offices. And no one knew or ever heard of hartley towers bus coaches. I sat there up until 18h00. I started calling the landline that was written on my ticket... telling them that the bus did not arrive and I was told to go to shoprite and ask for my refund.... I went to shoprite essellen in Sunnyside. And I told them what happened and they refused to refund me. Please help because they're saying computicket won't refund me. I must be the one calling the company.