Thanks so much for sharing this feedback, and for making us aware of this issue.
It seems we were experiencing a slight technical glitch with our emails, which unfortunately means that we hadn't received any of the attempts you'd made to contact us, please accept our sincere apologies for this!
And, thank you for taking the time to speak with us on the phone today and helping to resolve this issue for you, and for us. Your replacement should be with you tomorrow, plus a little something extra, to say sorry.