Rochester - Appalling service

I purchased an ottoman last week online. It was delivered on Saturday afternoon. The item is faulty. I have been phoning since Monday to log a return and refund. Every time they say they are offline. I then get an email to use which says phone the customer centre, which i did and got the same " we are offline". I phoned again yesterday, they would not give me a contact number or forward my call to a manager, they would only give me her email address. I emailed her yesterday morning - and no response. I phoned again this morning - they are still offline. They will not forward my call, they say use the same email addresses i have been using all week. I am at a loss as what to do now. Are you going out of business - because if you are not, you surely will be soon.