Super Nice bus

My friend and I decided to go to Penang for our assignment and she book a bus to Penang from Duta. The bus supposedly come at 9.30pm as written in the resit so we went to the bus station and waited for the bus to arrive at 9pm. We book the bus named SUPER NICE but it seems to be not nice to us. When we arrived the bus station we asked the counter if our bus have arrived but they did not say a word and ask us to wait at station number 10. We went to station number 10 and saw a SUPER NICE bus stopped at station number 9 and we saw a worker dtanding at there so we went and asked him if that is our bus. We showed him our bus ticket but he say that is not our bus and asked us to wait for the bus at station number 10. We patiently waited for 1 and half hour the bus did not arrived so we decided to ask the counter again. The counter then told us that they miss placed us and ask us to wait for the 11.30pm bus. We were so angry. We waited for 1 and half hour and now they want us to wait for another 1 hour? what kind of service is that? We asked for refund and they refuse to give us and they say they will try to find another bus for us as soon as possible but the guy at the counter just simply go around the counter and pretend to ask the other counter something and tell us that they have no place for us too. So my friend and I decided to go to the other counter to ask ourselves and the KPB express bus counter say that they have 2 seats available and they can put us in if we want so we wet back to the SUPER NICE bus counter and ask the worker to change our ticket to KPB bus. The bus ticket is quit expensive as it is not a 5 star bus or any VIP bus. It is just a normal bus. I am really not satisfied their service and will not sit thier bus anymore ! They are really terrible !