"unreliable and unprofessional"

I have booked a navigating day as a birthday present for my friend with this company. For various reasons it could not be attended, so my friend was offered a refund for it (£100) which was only going to be payable to the person who originally made the purchase. I called them dozens of time, left messages (it said-'we'll call you back'). I have sent numerous emails, all to no avail. I am very disappointed as the offer of the refund came from their member of staff.