The bus has nice seats except the front row, which is a single long seat that can seat 3 people. I was given the front seat and it turns out that's because the seating arrangements are done in the order of booking. But I still had to pay full price, and nothing on the website told me that I would be given the front seat because if I had known, I would have booked a different bus.
If things ended there, I would not have been this upset. Along the way, the driver picks up one of his friends from a random street (not from a normal bus pickup spot) and his friend sits inbetween the driver and me. His friend reeked of cigarette smoke and was overweight so the three of us were squished for the whole ride. I was really hoping to take a nap on the bus but ultimately wasn't able to, because of this seating arrangement.
I complained to their customer service but they sent me a generic computer-generated response and that was it. They are lucky they operate in Vietnam because where I'm from (the US), they would go out of business pretty quickly with this level of customer service.
We also ended up being 45 minutes late than our scheduled arrival even though we left exactly on time. We didn't run into any traffic, so my guess is that that's how long we went out of our way to pick up and drop off his friend.