That’s pretty disgraceful behaviour from them. I had a recent experience with Epic Studios not nearly as bad but poor customer service nonetheless. I emailed, using their own contact form, to ask a question regarding seating/standing arrangements for a recent comedy/poetry gig. I am autistic and needed to know in advance the setup. Which I explained to them.
No reply. Nothing. Very disappointing service. Due to other family issues I didn’t go anyway in the end. But I still now view them in a negative light.
Hope you complain and at least get some sort of apology.