any other STW bright ideas
Go online and try and find the customer services or operations director's email address. Its probably not published, but look at the directors listing in the company's annual report then figure out the company's standard email format eg: <surname>.<forename> @ <company> .com .
Then email him/her direct with your issues.
Worked a treat for me when dealing with B&Q, had been fighting them for 3 weeks, after I sent the email the issue was resolved within 24 hours.