Disgusting service (what service) at Royal Canin

I run an NPC and have been a loyal customer of RC for many years. About two months ago, I ordered as usual, and they were out of stock of kitten milk. My order at this stage met with the requirements for their minimum weight delivery. The milk was out of stock so I didn't get it. Bearing in mind that we run a kitten rescue organisation where we bottle feed kittens and needed milk. Out of stock is a common issue at RC. Anyway, since then I have been asking and asking via email about the milk that I have paid for. Only to be told that they now have the milk but cannot deliver it because it does not meet the required weight for delivery. My emails go unanswered. I am at the end of my tether.