NO customer service - Hertex Fabric defect

I purchased stunning fabric from Hertex for a chair about a year ago. It started pilling after 5 months and they sent an agent to come and shave the chair with an assurance that it wouldn't happen again. Within a month it was pilling again, same story. Bear in mind that I was told that once the fabric had been shavedc the first time, it will never happen again - untrue. After the second time the agent agreed that the fabric needed to be replaced by Hertex. I have been trying now for 4-5 months to contact Hertex Head Office and the agent but I have had absolutely NO response and NO follow-up. It is very irritating and shows a clear lack of any care for customer service or satisfaction!