The customer service team was absolutely terrible, never dealt with anything like it before. Bought a ticket but didn't receive it, had to buy a new ticket at the barrier to get home. The rep on the phone basically said its not their problem and there's nothing they can do. Wouldn't give me a complaint number/email so that I could get trainline to look into it so I could send a copy of bank statement clearly showing there were two tickets I had to buy. I was embarrassed for the company with the way it was dealt. I asked what do you usually do in these situations has this every happened before - no, so it should probably be raised then if theres been a fault? - no reply. Scrolling down these reviews looks like others have had to pay twice and had bad experience. This company need to sort their customer service.