I've been in business a good while myself, and am not suprised you havent recieved a reply to the emails you have sent.
Its far too easy for somebody not to bother replying, hoping the problem will just go away.........in my experience it doesnt
I'm a great believer in just picking up the phone and ringing somebody to discuss any problems, or call into the shop wherever possible, surely the retailer wont want you to cause a scene in his shop now will he, especially if there are other customers around.
Keep us informed.