Cannot get a response from Matthew Von Meyer

I ordered 2 x boxes wine glasses - MAK 744 664 - which I collected 5th December. One glass had a chip in the base and cannot be used. I phoned and was passed around 6th December. First Customer Services, then On-Line Support, then Montagu Gardens and finally was told to deal with Matthew Von Meyer. Who never answers his phone. I phoned again and got his e-mail address and dropped him an e-mail. And another. And another. And yet another. I phoned Kago at Customer Services 8th December who assured me he would get Matthew Von Meyer to respond. No such luck. I phoned Kago again 11th and he said he contacted Matthew Von Meyer yet again. This is going nowhere fast. Matthew is apparently the only person who can arrange an exchange. I'm happy to wait until Makro is in the area. It's not urgent. Could Makro please find someone on their staff who is willing to help me? Many thanks, Karen Fletcher.