Poor customer service

I booked a bus from Klerksdorp to Kimberley, departure time was 3.30pm, this stupid bus only arrived at 6pm. I called the numbers on their website to track the bus but none of those numbers worked. The condition of the bus is not good, the seats are dirty and torn, there was no trailer for our luggage and the bus driver had the nerve to say"some delays prevent us from bad experiences "