Brabantia Customer Service Issues

I purchased a Brabantia [redacted] Lift-O-Matic 60m Rotary Airer Washing Line from Amazon in February. Unfortunately, today the line broke while I was hanging up towels. It seems the end crimp has detached, causing the line to hang loose. I checked the Brabantia website and saw that the airer is guaranteed for 5 years. However, my attempts to contact Brabantia have been unsuccessful. I messaged them on Twitter and sent an email to their support team, but have not received any replies. My spouse and I, being retirees, appreciate the convenience of the rotary line but are disappointed that it has not lasted long considering its cost and the reputation of the Brabantia brand. I tried to find replacement connectors on the Brabantia website, but they do not match the connectors on my airer. Mine has different lengths between the arms with crimps at the ends.

I've been trying to reach your Ft. Worth office during business hours, but no one seems to be answering the phone. I received a package with ironing board covers addressed to me, although I never placed an order with your store and there is no charge on my credit cards. I'm worried about potential identity theft since I've never heard of your store. It's odd that someone would use my information to order something and have it sent to me. I need more details about this situation. Thank you, Virginia M.