lack of service

I purchased a pair of Oakley's in early Oct from your Canal Walk kiosk. The lady that assisted me was very friendly and helpful and pointed out that there is a repair service that is offered by Sunglass Hut if I were to damage my new glasses. The one arm broke in December so I emailed repairs 23Dec (as per the info provided at purchase). I got an auto reply with *** and that it was assigned to Natasha Pillay. After no response since the email, I emailed again 12Jan. Again no response. I called 22 Jan and requested a call back. No response. I called again 29 Jan and got through to an agent. He looked at my request and asked that I send further info (photos, proof of purchase) which I did on the day. I followed up with an email 2 Feb. No response. It has been 2 weeks since then. I have left a message on FaceBook last week and no one has responded to that either. Does customer service exist at Sunglass Hut?