some places don't mail their tickets until 1-2 weeks before the show. the company should know if the tickets were sent out though and have been able to assist your friend better without telling her she pretty much had to buy another ticket. i would try to maybe call and speak to someone else or ask for a manager.
oops I should have mentioned that they did yes tell her it was already mailed out to her. :(
I got your guys next some for pop goes punk: oppa gagnam style