Any reason why you can't pick up the phone and call them? Most companies don't have employees sitting around waiting to personally answer e-mails. That's why you get canned responses. E-mail has not replaced the telephone when it comes to communication between a business and a consumer. It's highly unlikely that Macy's will even help you, they are not exactly known for their customer service. You shOuld probably contact the manufacturer not Macy's. Your product is 2 years old. Macy's isn't going to refund your money or even replace the product at this point.