I contracted the services of the Routemaster Bus Company to transfer my 65 wedding guests from the registry office to the reception. It didn't show up, even though I gave an additional hour for it to arrive. I was advised I should find other means of transport, which all my guests did because we had no choice. I've not been issued a refund even though it's now 6 weeks after the event and very clear cut that it was their fault. I've been fobbed off continoously and had the phone put down on me on numerous occasions with no reason or apology being received. This is the email I received when I asked for the refund....... Thank you for your email. She is on annual leave, so we apologise for the delay. We are sorry to hear that you feel that we have not met your expectations. Please note that as per our terms and conditions, point 1.17, we endeavour to reply to any complaints within 28 working days. We are getting written statements from all parties involved, in the meantime we thank you for your patience. Please note it is our company policy to respond in writing only, we do not respond via telephone conversations. I am now having to go down the legal route with no end in sight. I didn't think that companies with service like this existed anymore. I wish I'd read the reviews first before booking them but they seemed a trustable established company.