Unhappy

We booked online, but due to the fact that we were based two hours away and that weekend there was flooding, bridges closed where we were based we were unable to get there to take up our adventure. We tried calling, sent numerous text messages and eventually contacted them to say we are unable to get there for our time slot. We have been struggling for two weeks now to get our refund, sent numerous emails with no acknowledgement of receipt, the contact number is a cell phone number, the guy says someone else is dealing with it, or he is in a meeting, or at a seminar or driving, can't give me the landline number to call. They clearly do not worry about customer service if they cannot even respond to an email.