Online stock availability query - no response

Received a mailer on 17.01 that a particular product, claiming to be an online exclusive, had just dropped. 2 days later I'm still unable to see it online. Sent a DM on Instagram but no response. Decided to comment on a post, and notice that my comments were removed. I've been a customer for many years but this customer service has left me re evaluating if I want to spend my money with a company that disregards a legitimate query, which in essence is a potential sale. Not sure who to even contact, does anyone respond to queries??