Have they shared any reason for Visa denial?
Italian visa processing is extremely slow.I have seen cases where peoples travel dates surpassed and their Visa did not arrive.Even for my parents travel in the year 2016 from New Delhi,the visa arrived 2-3 days before travel date.That also,when we reached out to External Affairs Ministy Department,Mr.Ram Mahesh V in New Delhi because their bookings worth almost INR 400,000 were at stake.