TicketWeb review: not refunded for undelivered tickets

Dear Ticktweb,

Having scoured the web I can see that your customer service is, for want of a stronger word, lacking.

I can also see that you are well known for not being fantastic at getting back to customers that have issues with yourselves. I hope to counter this by contacting you by every means necessary.

I booked tickets online with yourselves for an event at Shepherd's Bush O2, 29th November 2012 to see The Milk.

I ordered the tickets on the 21st and asked for them to be posted. After giving waiting a few days, I called your helpline 4 days before the gig and was instructed through your automated system to wait till 72 hours before the gig. I still hadn't received them 24 hours before the gig and called again on 28th November 2012 (approximately 3-4pm), explained that I hadn't received them to one of your agents and was told that they would be voided and could be collected at the venue.

Upon arriving I was told by the box office that there was no record of my tickets. I had to £2-3 more for the tickets on the door, which was annoying, but at least I could enter the gig so I could deal with that.

However, I have checked with my bank today (1st December 2012) and have not been refunded for the tickets I purchased through Ticketweb and never received.

I want this to be addressed immediately and expect to be refunded for the full amount. This is disgusting and you have no leg to stand on since I followed your own guidance, alerted yourselves before the event itself and have banking statements to prove said transaction and lack of refund.

Absolutely shocking processes frankly - how can this sort of service expect in this day and age?