Without wishing to pry too much, does the establishment have a physical premises you could visit?
I had a similar problem, after placing an online order from a high street reatailer. My emails weren’t answered, and honestly myself and the customer service representatives on the phone may as well have been speaking different languages - neither could understand the other!
I eventually popped into the shop, spoke to a lovely young woman, and explained my problem. She phoned them on my behalf. It was slightly time consuming, as it was effectively a 3 way conversation, and I did have to answer a couple of security questions, but my problem was solved. The member of staff actually said that she often does it for other customers too. I hope that helps. Good luck!