No response for a refund after been taken to the wrong destination

Purchase 2 hey neighbor tickets for the park and ride the usher put us on the wrong bus ,and waited hours before we got a new bus and missed half of the festival by the time they got a new bus ....eventually the usher said we would get a refund if we emailed our tickets to their email adress ....have done so and included the CEO but have not gotten a response in over a week .have tried calling but mail box is full