Bad service

Booked a bus for my sister she's traveling with an infant from port Elizabeth. the bus was supposed to depart at 22:40 and it's been almost 3 hours the bus has not arrived. I called to check what's delaying the bus and what time will it arrive I was told it's on it's way and 20km away from the stop. And that is not true the bus has not arrived until now. Intercape is very unreliable.would definitely not recommend them.