No customer care

I have bought a while back 2 dvd's named " Last Tango in Halifax" , we did not play them immediately, keeping them for when we have time. When we played them we could not do so as they are not compatible for South African dvd players. After a lot of research I manage to find their refund or exchange side on their website, duly filled all the required spaces, never heard again until I received an email asking me if I was satisfied or unsatisfied with them, I said unsatisfied and explained again my predicament as I had not heard from them for 2 weeks. You cannot phone them or email them at all, they have a site with questions that could be related to your problem...But when it has nothing to do with the problem you have ? What do you do ? I have been very satisfied in the past with their products and quick delivery, but no longer am. Curtsey calls for a reply to you customers. Can you help ? Viviane Moon.