Problem with VIP Gold Circle entry last night?

Hi all! A couple of friends of mine bought VIP Gold Circle tickets for last night's show in London. It was a birthday present and a huge event for them both.

On arrival to the gate shown on their ticket (E) there was a problem with wifi signal/ data connection in the venue so the queue was HUGE. They were shocked because they assumed that a VIP ticket would have it's own separate queue and be much faster.

By the time they reached the front of the queue, Rosalia was about to start! Everyone was panicking and they were ushered into the general standing area despite showing their VIP Gold tickets to three different staff members. Having never been in the gold circle before, and being directed by staff, they assumed they were in the right place but were shocked about being so far from the stage after paying so much money (I think the tickets were £250+ each).

They noticed that no one around them was wearing a goody bag but the concert was well and truly underway and they didn't want to have to exit the back the way they'd come to find a staff member and ask if they were in the right spot, possibly missing 5-20 minutes (or more!) of the performance.

It was only after the show that it dawned on them that they were in one of the cheapest areas of the venue after paying for the most expensive tickets - barely being able to see Rosalia at all.

I feel devastated for them honestly. Who knows how long it will be before Rosalia tours again. They've already reached out to Ticketmaster to feedback their experience but I was wondering if anyone else had a similar situation with the staff members at O2 sending them to the wrong place?