Poor after sales service Safarinow

Extremely Poor aftersales service. If anything goes wrong on bookings, vouchers or any queries you do not get any replies on either emails nor online query tickets. After several queries over a period of 3 to 4 weeks, we received a very unprofessional repeated reply on their Facebook site, with only their contact link, the email address thereon does not even work. What is the online tickets for if they do not respond to them? Why should we state our query over and over if a ticket has been logged with all the info and the number given requesting them to respond to it and they simply ignore this?