Ferns N Petals — Experience Not Delivered

I had ordered a guitarist experience from Ferns n Petals for my dad's bday and had selected a time slot of 8-9 PM. The guitarist called me at 8:03 to get the songs and as I was in a meeting I didn't pick up but dropped him a Whatsapp message to chat here as the performance was also supposed to be delivered throughWhatsapp. He didn't respond hence I had to call him in between my meeting at 8:09 and he said he has seen the message but can't reply as he is driving and he will call me back once he reaches his place. I didn't received any call back hence I again sent a message and called at 8:49 to which he responded saying he is still driving and he would be able to give a performance will be at 9:30 PM. My guests would have left at 9:00 PM hence I refused to take the performance at 9:30 PM. Ferns n Petals is refusing to refund my money and the reason for that is that the guitarist called me within the selected time slot. I don't understand if he was driving since 8:05 PM then would he have performed while driving or stopped on the roadside to give the performance? The customer support team is completely useless, they promise me a call back from their seniors each day and I never received it. This shows how much they care about their customers once they have paid the money.