Absolute disgrace terrible customer service!

Myself and girlfriend travelled to praia da rocha on the 5th of May just gone ! I booked shuttle direct online for a bus to transfer to and from hotel!€53 and my name wasn't on the list when we arrived to faro airport..we waited 1 hour before we got put on a bus with two spare seats and I asked the lady behind the desk would I be picked up the following week to take me to the airport she assured me I would be! Waited for 2 hours in the hotel the following week with no sign of the bus! Had to get a taxi to the airport which was €80 and complained to the lady at airport to which she told me the same had happened to 3 different people that day! She assured me I would recieve a phone call when I arrived home to explain what happened and about getting a refund but no call received! I emailed shuttle direct back and fort for 1 week now and I am told it will take 1 month before they get back to me! Now please don't think it's anything to do with money because frankly I don't care about money I care that I pay for a service and do not recieve it! Any other company on the planet would have refunded my money the day this farce happened! But you guys seem to think you can just fob me off ! Disgrace of a company shocking customer service and ridiculously unprofessional ! I advise anyone to avoid at all costs ! When we landed at faro airport there was a very long que of people who were missing off the list and extra busses had to be called to collect people and when we were coming back it was the same thing! Disgraceful