I just bought an offhand for my 80 priest on Frostmourne

I recently purchased Surplus Limb for my Spriest on Frostmourne for 20 coins. I never recieved it in the mail. I opened a ticket and the GM responded saying that they will not reimburse me. I am not asking to be reimbursed.. Only to recieve the item i purchased.

Is this something that happens often?

You make sure you bought it for right char and then open "Missing Item" ticket if it's missing