Popular Sightseeing Bus Tours in Melbourne

Reached out to KKDay to ask about the pickup location and time, and got the reply that they would confirm within 24 hours before the date of tour, but they didn't. About 12 hours before the supposed time 8:30-9:00am roughly when we would get picked up, I emailed both KKDay and the the tour provider company Coastal Tours Pty Ltd (I found their company name in the booking - the very last line), and told them I would be staying at my hotel and don't mind waiting at lobby for the shuttle bus for a longer time. We waited at the lobby in the morning from 8:00-9:30 but there was no tour bus to pick us up. And neither KKDay or tour provider replied my email. We had to re-plan our day schedule at Melbourne. I initiated the refund request via both APP and phone. KKDay asks me to keep waiting, until the get replies from their relevant department...... 6 days now till this review...