Ordered Tickets for a gig in February, back in Oct...

Ordered Tickets for a gig in February, back in October 2018.
Their own website states that the tickets will be mailed out 2 weeks before the performance and if I hadn't received them 7 days prior to get in touch with them.
They didn't arrive, and then they tell me that they were sent out.
They weren't. I have lived at my current address for 12 years and have never lost anything in the post. Ever.
I emailed them 3 times and only received the excuse after the 3rd. I also rang their line first thing after 9.30am, and was cut off.
They won't allow me to come and pick up the tickets before the night, nor will they offer a refund.
This is outrageous.
It's incumbent on them - seeing as I'm spending the cash - to make sure I get the tickets well in time, and seemingly they haven't managed this.