City Sightseeing Dubai Hop-On Hop-Off Bus Tour

I sent this complain thru their website for a request for a full refund two months ago. No resolution so far. It is not what they sell and what we signed and paid for. We bought two one day tickets with your company in Dubai. We were offered the possibility to take a cruise along the blue line route plus the possibility to hop off and visit various other pre-designated points of interest in Dubai (blue and red lines). We have had very good experiences with your company in several other cities in the world so we decided to give it a try without hesitation. What a disappointment it has been. We bought our tickets around 12:30pm, with the seller announcing a 20min-wait (Mall of the Emirates) for the bus to arrive.We waited for aprox. an hour. Then we moved to the next stop (Dubai Mall) where we waited in the bus for aprox 30 additional minutes. Before leaving the first stop we asked the seller (your staff) about the duration of each of the routes and whether according to these it was going to be possible to take the last cruise at 15:45hrs. i.e almost three hours after the expected departure time and the answer was yes, that we should. So we planned accordingly bearing in mind this and previous information that we had on your services (see below). The bus did not make it on time to the Marina so we missed the cruise ship. By the time we reached this point it was already 16:15hrs and we were not allowed to step out of the bus at this point (as there was no ship). We had then no option but to go to the next stopping point which was again our departing point: Mall of the Emirates. We arrived there well past 16:30hrs. We were left back at the same point where we started, aprox. 4 hours and 30minutes later. As you know and can clearly see below (taken from your ad in Tripadvisor) we did not receive the services that we were offered and we paid for. The duration of the route was not 130 minutes but 270 minutes i.e more than double. We did not hop on and off at any point of interest as we aim to do the one that interested us more and according to your delivery promise ratified by your staff it was going to be possible. We lost one whole afternoon of our stay in Dubai sitting in a bus because we decided to trust your company and paid AED 520. We were offered the possibility to extend the duration of our ticket however we dread the idea of doing it all again and, after experiencing it firsthand, consider it not worthy. Given your buses frequency, actual routes´ duration, and window of services (from 9am to 4pm) we would be able to hop on and off in only very few sites. It is not what you offer and what we signed and paid for. Besides, as you can understand and imagine, we have already planned other paid activities, and we could not afford to further loose our time or our money