It's very frustrating to be ignored for something I did not ask for

It's very frustrating to be ignored for something I did not ask for. I have a claim for damaged clothes after paint splitting on us by one of their employees. Now I have to keep making follow up a man by the name of Enrico is now not responding to my emails n calls. The only helpful person is the manager at the only person who responds to my emails. It was not easy to get quotes for clothes bought some time ago I tried my best to get prices for similar prices but hey I'm not getting a positive response. I have been partially paid for other items. Can this company settle the damaged clothes as promised